Returns & refunds policy

While we hope you’ll be happy with your Tesco direct items, we know you may sometimes need to return them. If you do, this policy has all the information you’ll need to know.

This policy applies to everything you buy from Tesco direct, and if your items have been sold by one of our Tesco Partners, you may also be offered additional rights. Details of these can be found on the Tesco Partner’s help page. We’re here to support you with any issues when buying from an approved Tesco Partner, see our Tesco Partner Guarantee for more details.

Product Recall: Keep up to date with the safety issues and product defects of items sold on Tesco direct. Click here for more details.

Changed your mind?

We’d like you to be happy with everything you purchase from Tesco. Should you change your mind about your purchase, please return the product with your proof of purchase, within 30 days from the day after you receive the goods (the cancellation period) and we’ll happily offer a refund.

Please be aware that some products have different return time limits and exceptions when you change your mind. We do not refund mobile phone contracts beyond 14 days from the date the contract is entered into. We do not accept change of mind returns on: flowers once they have been despatched, certain products due to health and hygiene reasons (such as toothbrushes and underwear in each case if unsealed after delivery), personalised items; unsealed software or unsealed DVDs and CDs.

We ask that perishable food items are returned within their use by date. We also ask that clothing be returned unworn and as sold, in a saleable condition, in its original undamaged packaging and with all tags still in place.

Where an appliance has been installed* and is being returned under our change of mind policy, you may request for Tesco to disconnect and collect the appliance. We will charge you the cost to disconnect and collect the appliance, and by instructing us to do this you agree for that amount to be deducted from any refund given. (*connected to water, drainage, electrical or gas services).

We reserve the right to send out an engineer or technician to inspect the goods to confirm the fault before accepting the return.

If you have requested we begin the performance of any service, such as installation of a product, within the 30 day cancellation period described above, you acknowledge that you will not be able to cancel once the services have been completed and we have the right to retain any charge paid for services which have been completed. Please note that we may not provide you with a full refund if you have handled the goods beyond what is necessary to establish their nature, characteristics and functioning.

To get your refund, just notify us of your decision to cancel within the cancellation period listed above and then return the item to us, or the relevant Tesco Partner, not later than 14 days after the day on which you communicate your decision to cancel to us. For details on how to return and costs, please refer to the Return Costs section below.

Please call our customer services team on 0800 323 4050 (or 0330 123 4050 local rate from a mobile) to request collection.

Is your item faulty or damaged?

We do our best to make sure everything works perfectly, but if it doesn’t, our customer services team are here to help. You can reach them on 0800 323 4050 (or 0330 123 4050 local rate from a mobile). If your item was sold by one of our Tesco Partners, you’re still protected by our refunds and returns policy as supplemented by the information on the relevant Tesco Partner’s help page. Their contact details are on the Tesco Partner’s help page and on your confirmation of despatch emails. Our customer services team will also be happy to help, just give them a call on the number above.

Items we supply are required to comply with the contract. If they don’t, you have the following rights in addition to your legal rights. Within 30 days of receipt of the goods (or for perishable goods within their use by date) you will be offered a full refund, thereafter you may be offered a repair or replacement and, if this does not work, a refund. After the first twelve months from delivery you may be offered a partial refund depending on the product and usage. You agree to return the goods, but we will bear the return postage costs of you returning faulty or damaged goods providing they have been used in accordance with all necessary instructions.

Where possible, damage in transit should be notified within 48 hours of receipt of the goods, by contacting the customer service helpline on 0800 323 4050 (or 0330 123 4050 local rate from a mobile).

Having trouble with an electrical item or a mobile phone purchased from Tesco?

Please contact the relevant helpline below. If we can't resolve the issue over the phone, we’ll arrange for a repair or replacement. If that’s not possible, we’ll offer you a refund. After the first twelve months from delivery you may be offered a partial refund depending on the product and usage. For electrical items, we reserve the right to send out an engineer or technician to inspect the goods to confirm the fault before accepting the return.

Product type Helpline Hours
Electrical goods Phone0800 323 4060
Mobile0330 123 4060
Mon-Sat 9am-8pm, Sun 11am-5pm
Mobile Phones 0345 300 6660 Mon-Fri 8am-9pm, Sat 8am-8pm, Sun 10am-6pm

Returning an item sold by Tesco, including F&F clothing

This section tells you how to return items. It applies whether you are returning items because you have changed your mind or because the item is faulty or damaged. For details on the cost of returning items, please see below.

In-store - To access an immediate refund you can take smaller items to a Tesco store (excluding Express stores). You’ll just need your order acknowledgement email as proof of purchase. Find your nearest store on our store locator.

Collection - If your item came by courier, we can arrange for a courier to collect it. Please call our customer services team on 0800 323 4050 (or 0330 123 4050 local rate from a mobile) to tell us when you’d like it collected.

By post - Books & entertainment items delivered by post can only be returned by post. We’ll pop a free returns label in with your order.

F&F products can also be returned by post. Please follow the steps below:

  • Step 1: You'll have received an order summary page with your purchase. Please fill out the reason for your return on the order summary. If the item is damaged or faulty, be sure to let us know clearly.
  • Step 2: Unpeel the returns label on your order summary and stick it over the original address label on the packaging.
  • Step 3: Please repack the item with the order summary in the original packaging. We need the order summary to process your return.
  • Step 4: Please securely seal the parcel using the remaining adhesive strip on the original packaging. If your box or bag is damaged and can't be reused, please pack your items securely in alternative packaging.
  • Step 5: Postage is free, so you can just drop the parcel in the post, but it's a good idea to keep proof of postage. Items returned without proof of postage are sent at your own risk.

For all returns - Please let us have any original packaging, tabs, labels and accessories and please package all goods securely. Any flat pack items should be fully dismantled before packaging.

Returning an item sold by a Tesco Partner

Items can be returned directly to the Tesco Partner you purchased from to the address on the Tesco Partner’s help page, or smaller items (usually those that can be carried by one person) can also be returned to selected Tesco stores with a direct order point. You are covered by the Tesco returns and refunds policy whether you return your item directly to the Partner or to a Tesco store. If you’re returning a faulty item outside the Partner’s normal return period, please contact the Partner directly. Please refer to our Partner Directory.

You can get in touch with the Tesco Partner directly to arrange the return of your item, or if you’d prefer to talk to our customer services team, please call 0800 323 4050 (or 0330 123 4050 at the local rate from a mobile).

When returning items to a Tesco store, please bring your proof of purchase. Items purchased from Tesco Partners can only be returned to stores with a direct order point (not collection point only stores) – use our store locator to find your nearest store.

When returning items, please include any original packaging, tabs, labels and accessories. If returning by post, please package it all securely. Please note that you may not be provided with a full refund if you have handled the goods beyond what is necessary to establish their nature, characteristics and functioning.

Returning Uniform Embroidery Service items

It's easy and free to return Uniform Embroidery Service schoolwear. However, please note that the returns address is different to our usual F&F returns address, so we can only accept embroidered schoolwear and not other items in your parcel. Please do not return non-embroidered school uniform to the address for uniform embroidery returns as this will delay your refund.

Returns process for Uniform Embroidery service items

  • Step 1: You'll have received an order summary page with your purchase. Please fill out the reason for your return on the order summary. If the item is damaged or faulty, be sure to let us know clearly.
  • Step 2: Unpeel the returns label on your order summary and stick it over the original address label on the packaging. The returns address for Uniform Embroidery Service is PO Box 6153, Wolverhampton WV1 9RW.
  • Step 3: Repack the item with the order summary in the original packaging. We need the order summary to process your return.
  • Step 4: Securely seal the parcel using the remaining adhesive strip on the original packaging. If your box or bag is damaged and can't be reused please pack your items securely in alternative packaging.
  • Step 5: Postage is free, so you can just drop the parcel in the post, but it's a good idea to keep proof of postage. Items returned without proof of postage are sent at your own risk.

Information for schools

We are sorry but we cannot issue refunds directly to a card for invoice orders; instead, we will credit your school’s Tesco account with the total value of any products that you return. This credit will be available to use against any future orders with Tesco and it does not have an expiry date.

Returning Uniform Embroidery Service products is free. Please note that you can only return these products by post.

If you do not have a returns bag and invoice, please call our Customer Service team to request one on 0800 323 4070.

The returns address for Uniform Embroidery Service Invoice orders is PO Box 6153, Wolverhampton WV1 9RW. Please do not include any non-embroidered school uniform in your parcel as this will delay your refund.

Return costs

If the item was sold by Tesco, you can return it for free to a Tesco store or for larger items by arranging for its collection with our customer services team at our cost. For books, CDs and DVDs you can return by post using the prepaid label provided. If you are returning other items by post, you will need to meet the costs of postage.

F&F clothing can be returned for free to a Tesco store or by post using the prepaid label provided.

All Tesco Partners will bear the cost of returns for faulty or damaged goods, provided they have been used in accordance with all necessary instructions. For change of mind returns, some Tesco Partners may require you to pay return costs. Please check the information on the relevant Tesco Partner help page.

Receiving your refund

We’ll refund your money in the same way you paid for your product.

  • By credit or debit card - Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
  • By gift card or money card - Your money will go back onto your card.
  • By card and Clubcard vouchers - We’ll either put your money back on the card or give you the equivalent value in Clubcard points.

If you are returning items that were purchased on a promotion, such as ‘Buy one get one half price’ or ‘3 for 2’, then the promotion will no longer apply and your refund value will be adjusted accordingly.

Any Clubcard points earned on a returned item will be deducted from your account.

Where you use more than one method of payment to pay for goods and you are returning only some of the goods in your order, refunds shall be applied in the following order: 1. Clubcard Voucher (as Clubcard points), 2. Gift card, and 3. Credit/Debit Card. Where you use a Coupon when paying for your order, the Coupon will be considered used where you are returning only some of the goods to which the Coupon applies - you will only be able to redeem the Coupon against a future purchase if you are returning all the goods to which the Coupon applies.

Refund of delivery charges

As long as you're returning all of your order, we'll refund your delivery charge in full. If you're only returning some of your products, the delivery charge will remain.

Your legal rights

Don’t worry, nothing in this policy affects your legal rights. The simplest way to return your items is as mentioned above, but you can also tell us you’ve changed your mind by completing and returning this cancellation form.

Last updated 19/07/16

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