Return and refund policy
When you buy from Tesco, we want you to be happy with your purchase. However, we know sometimes you may need to return products. This policy sets out when you can return products, and how to do so.
This policy applies only for purchases of products from Tesco on the Tesco.com/direct website (the "Tesco direct site"). If your purchase was from a Seller at Tesco, please refer to the Sellers at Tesco Terms and Conditions for details on how to return products.
If you change your mind
If you change your mind, we offer a refund for most products within certain time periods (please see the table below). Please note that certain products can only be returned if they are faulty.
Product Cancellation period
- Perishable products;
- Products we can't accept returns for due to health and hygiene reasons; and
- Data SIMs,CDs, DVDs, audio, video,and computer software that have been opened.
Cannot be returned unless faulty Books 14 days from receipt Digital Audio Players, Digital Cameras and Photo Frames, Camcorders, Hard Drives, USB Devices, Laptops, Desktops, Netbooks, Tablets, Satellite Navigation Systems and Games Consoles. 14 days from receipt Everything else 28 days from receipt
If you want to return a product because you've changed your mind, please let Customer Services know within the cancellation period specified above, so we can arrange your refund. You can contact Customer Services on 0800 323 4050.
Please package the product securely and return the product to us (see 'How to return a product' below for how you can do this). We ask that you look after the product whilst it's in your possession and that when you return the product to us, you also let us have all the original packaging, tags, labels and accessories.
If your product arrives damaged or is faulty
If any of our products arrive damaged or are faulty, please contact customer services on 0800 323 4050.
If you're having trouble with electrical products such as laptops or mobile phones, we ask that you contact the relevant helpline first (details below). If we can't resolve the issue over the phone, we'll arrange a repair. If we can't repair it, we will offer you a replacement or a refund.
Product type Helpline number Hours Electrical goods 0800 323 4060 Mon - Sat 9am - 8pm
Sun 11am - 5pm
Mobile Phones 0845 300 6660 Mon - Fri 8am - 9pm
Sat 8am - 8pm
Sun 10am - 6pm
How to exchange or replace a product
- Take your small product to a Tesco direct desk and, if in stock (please note Express stores carry no Tesco direct stock), arrange an exchange or replacement with our staff; or
- Call customer services on 0800 323 4050
For large products, please call customer services on 0800 323 4050.
To find out how to exchange or replace a product you bought from a Seller at Tesco, please visit the Seller directory, find you seller and click on help.
How to return a product to us
Method of Return How to Return Please note... Postal return Please follow the instructions on the returns slip. Only certain items will include a returns slip. In-store Please take the product along with your order confirmation email, to your nearest Tesco direct desk. Use our store locator to find the nearest store to you with a Tesco direct desk. Some larger items cannot be returned to Tesco stores. Collection If the product was delivered to you by courier, we can arrange a courier collection for its return. Call Customer Services on 0800 323 4050 to arrange this. You will need to ensure courier collected products are well packaged for their return journey.
To find out how to return a product you bought from a Seller at Tesco, please visit the Seller directory, find your seller and click on Help.
If you are returning a damaged or faulty product, we will pay the cost of your return. If your return is for any other reason, you are responsible for the cost of the return (this includes the cost of Tesco arranging for collection of products where you have requested this).
Please note, if you do not return the product to us within 30 days of cancelling your order, you will be responsible for our costs in recovering that product from you.
If you are returning all of your order, we'll refund your delivery charge in full. If you're only returning some of the products, your delivery charge will not be refunded.
Getting your refund
If you are entitled to a refund, we will refund you as follows:
- If you paid by payment card, we will refund you on the payment card;
- If you paid by gift card/moneycard, we will refund you on your payment card or send you a cheque; and
- If you paid by Clubcard voucher we will refund you on your payment card or send you a cheque or give you the equivalent in Clubcard points.
Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
In the event of a refund, all Clubcard points received for the purchase of a refunded product will be removed from your Clubcard account.
Your statutory rights
Nothing in our returns policy affects your statutory rights. If you would like to know more about your legal rights, please visit the Directgov website. Please note that we are not responsible for the content of external websites.
Last updated 20/09/2012