Grocery Store Product Terms & Conditions

Please read these product terms and conditions carefully as they affect your rights and liabilities under the law and set out the terms under which Tesco makes the products available to you ("Product Terms").

  1. Prices and VAT

    Please note that the prices on our Grocery website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered.

    All prices are expressed inclusive of any VAT payable unless otherwise stated. On 4 January the Government changed the rate of VAT from 17.5% to 20%. The price of the items does not include the service charge which will be charged at the rates applicable to the date & time of your delivery. The service charge will be unchanged despite VAT increases.

    Due to a temporary technical difficulty, the unit prices shown may be incorrect in some cases. We are working hard to correct this but, until then, please disregard the unit price shown. The selling prices are correct. If you have any queries please contact our Customer Services Team on 0800 323 4040, Monday to Saturday 7am to 11pm and Sunday 10am to 6pm.

    When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.

    Waitrose Price Comparison

    Selected UK Stores. Subject to availability. Delivery charges may apply online. Full range of products available online or in larger Tesco stores only. Excludes Express and Metro stores. Tesco.com standard and promotional prices compared with Waitrose.com standard and promotional prices 14/11/11. Multi buy products are included at the single item price and comparison based on identical branded products only which have the same specification. For more information, please write to The Price Team, Marketing, New Tesco House, Delamare Road, Cheshunt, EN8 9SL.

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  2. Availability

    If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. Please note that we will attempt to deliver substitute lines should selected lines be unavailable unless you request us not to do so.

    Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at the discretion of the store. For example, if you were to make an order of 10 bottles of wine which would use up all that store's stock, the store may only deliver 5 bottles.

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  3. Acceptance

    Your order is an offer to buy from us. A contract is only formed when we notify you that we have despatched your order or notify you that your order is available to collect at the store (as applicable). At any point up until then, we may decline to supply the goods to you.

    The Tesco.com grocery service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.

    To ensure availability of all our products customers may be limited to a maximum number of items.

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  4. Delivery

    Delivery will be made to the address specified by you on the completed order form.

    We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.

    Please note that we deliver goods only to specified regions within the United Kingdom. To check that the online Grocery service delivers to your area, please enter your postcode at http://www.tesco.com/register/signup.asp.

    Our grocery delivery service covers most UK residential addresses with individual postcodes. Selected caravan parks, camp sites and holiday homes may be excluded, please check your postcode on the website.

    Delivery times will be agreed with you at the time of placing your order.

    All goods must be signed for on delivery by an adult aged 18 years or over. Tesco follows a "Think 25" policy, so if the person receiving the goods looks under 25, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods may be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).

    In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.

    Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

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  5. Click & Collect

    If you chose to collect your order from a store, the time slot and store for collection will be agreed with you when you place your order.

    Please note that you will be unable to collect your order earlier than the agreed time slot. Should you arrive late, you may still be able to collect your order - please speak with the member of our staff at the dedicated collection point who will be able to assist you.

    Please bring your order number and the credit card you used to pay for your order (we will not be able give you your order unless you produce an appropriate form of I.D.)

    Whilst we make every effort to have your order ready for collection at the agreed time, please note we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

    For further information and FAQs please click here.

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  6. Returns and Refunds

    When you buy from our Grocery website, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

    If you change your mind

    If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

    Product Period for Return
    Perishable goods (e.g. food, fresh flowers) Hand back to the driver at the time of delivery or member of staff at collection (as applicable)
    Non-perishable goods (e.g. toiletries, cleaning products) Hand back to driver at time of delivery or member of staff at collection (as applicable)  OR   Bring to a Tesco store within 28 days of delivery along with proof of purchase

    You should please take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed cleaning products).

    If you have received faulty or damaged goods

    You may hand any faulty or damaged goods back to the driver at the time of delivery or a member of staff when collecting your order (as applicable) for a refund or return to a Tesco store (with proof of purchase) for a refund or exchange. For perishable items we ask you do this no later than 7 days after the date of delivery or collection.

    When you return goods

    When you return the goods to us, please also let us have all the original packaging, tags, labels and any accessories.

    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.

    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.

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  7. Cancellation

    You can cancel or change any of your current orders up until 11.45pm on the night before delivery, Monday to Saturday. You can do this using the "Your orders" option on the Tesco.com site, or you can call our Customer Services department on 0800 323 4040. Please note that orders cannot be cancelled by email.

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  8. Payment

    You can pay by any American Express, Mastercard or Visa credit card, Maestro or Delta debit card. We do not currently accept Visa Electron cards or Tesco Gift Cards. Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of placing your order. You will not be charged until your order is ready for dispatch.

    Our liability to you in connection with any order will not exceed the total price charged for the relevant items.

    We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

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  9. General

    These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.

    If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

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  10. Cheaper Alternatives

    Please note that the Cheaper Alternatives on our Grocery website are suggested products to help you spend less. You are under no obligation to select an alternative. There may be quality, size, health and ingredient differences between the products suggested. Guide price terms and conditions apply.

    When your order is delivered you may return any item and receive a full refund if you consider that the product delivered is unacceptable.

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  11. Customer Services

    If you have an order query, please e-mail us at online@tesco.co.uk.

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The Tesco.com Site is owned and operated by Tesco Stores Limited (company registration number 5195000, VAT number GB220 4302 31), a company registered in England and Wales, whose registered office is at New Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL.

Last update: 26/02/2014 © Tesco Stores Limited, 1997-2014