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.

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, and we’ll happily offer a replacement or 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, or accept change of mind returns on certain products due to health and hygiene reasons (such as toothbrushes and underwear); personalised items; or unsealed software, 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).

If you have requested we begin the performance of any service, such as installation of a product, within the 30 day cancellation period, we have the right to retain any charge paid for services which have already begun or 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, within 14 days of communicating your decision to cancel to us. For details on how to do this, please see below.

Please call our customer services team on 0800 323 4050 (or 0330 123 4050 local rate from a mobile) to request collection if you haven't rejected at the point of delivery.

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. Their contact details are on the Tesco Partner’s help page and on your receipt. Our customer services team will also be happy to help, just give them a call on the number above.

Within 30 days of receipt of the goods you will be offered a full refund, thereafter you may be offered a repair, replacement or partial refund depending on the product and usage.

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

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 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.

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

In-store - You can take smaller items to any Tesco direct collection or order point. You’ll just need your proof of purchase. Find your nearest store with a Tesco direct desk 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.

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, 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.

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. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.

Return costs

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 your item was purchased at an offer price, your refund will be based on that promotional price. Any Clubcard points earned on a returned item will be deducted from your account.

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 your item was purchased at an offer price, your refund will be based on that promotional price. Any Clubcard points earned on a returned item will be deducted from your account.

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 statutory rights

Don’t worry, nothing in this policy affects your statutory 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 09/03/16

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