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Tesco.comBack to Main Grocery Help

1. Prices

Please note that the prices on our Grocery website are guide prices only based on the price charged today. The actual price you pay will be the price charged in store at the time your order is picked for delivery.

All prices are expressed inclusive of any VAT payable unless otherwise stated. The price of the items does not include the service charge, which will be charged at the rate applicable for the date and time of your delivery.

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.

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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. We will attempt to deliver a substitute item if an item you have selected is unavailable, unless you request us not to. If the substitute item is more expensive than your selected item we only charge you the price of your selected item.

Although we will always try to cater for your order, an order of a large quantity of an item will be fulfilled at the discretion of the store. For example, if you ordered10 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

There will be no contract of any kind between you and us unless and until we actually dispatch the goods to you. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between you and us, and you will be charged for the goods.

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

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4. Delivery

Delivery will be made to the address specified by you at the time of placing your order. We will deliver your order to the main entrance of the delivery address, as long as it is safe to do so. 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 or as close to it as we safely can.

Please note that we deliver goods to most areas within the United Kingdom. If we are unable to delivery to your area, we will advise you at the time of entering your delivery address either in the registration or order process.

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 21"" policy, so if the person receiving the goods looks under 21, 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. Returns of non-perishable items

"We hope you will be happy with your purchase. However, if you need to return an item, we aim to make the returns process as simple as possible.

If you are unhappy with any non-perishable item, simply return it to your local Tesco store, in the original packaging within 14 days of despatch and we will give you a refund or replace the item. Please note that, in the event of a refund, all Clubcard points received for the purchase of the refunded goods will be removed from your Clubcard account. Your statutory rights are not affected.

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6. Cancellation

You can cancel or change any of your current orders up until the amendment cut off point specified in the order confirmation. You can make changes to your order by going to 'My Account' and clicking on 'My grocery' orders, cancel this order. Or click on the link 'My Orders' in the top right corner of the grocery site and click on 'Cancel this order'. Alternatively you can call our Customer Services department on 0800 323 4040. Please note that orders cannot be cancelled by email.

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7. Payment

We accept Visa, Mastercard, American Express, Maestro, Solo, Delta, Giftcards, Clubcard Plus and Tesco Bank Savings cards.

We don't accept Electron cards, cash, cheques or paper vouchers/coupons.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 for items until they are dispatched.

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, 5.0 version or higher of Explorer and versions 5.0 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

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8. 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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9. Customer Services

We hope that you'll find shopping online with us straightforward, but just in case you have any questions, our customer services team is on hand to help. Just call them on 0800 323 4040*. from 9am to 11pm Monday to Friday, 9am to 8pm on Saturdays or 10am to 6pm on Sundays.

*Free from BT landlines. Calls may be recorded.

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10. Mobile Phone Top-Up Vouchers

Problems activating the PIN code

If you have an issue activating your PIN code you should contact your mobile phone operator. If the issue relates to your email or order, please call our Customer Services department on 0800 323 4040**

Orders containing only a Mobile Phone Top-Up Voucher

For orders containing only mobile phone top-up vouchers, you will not receive a delivery from a Dotcom van

Normal delivery charges will still apply


If you purchase a mobile phone top-up voucher, you can change your mind and cancel the voucher within 14 days of dispatch and we will give you a refund. To cancel, please call 0800 323 4040**, 7am to 11pm Monday to Saturday and 10am - 6pm Sunday. However, your right to cancel the voucher ends as soon as it is activated

Clubcard Points

You can collect Clubcard points on all mobile phone top-up vouchers

**Free from BT landlines. Calls may be recorded.

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The Tesco.com Online Grocery Store is operated by Tesco.com Limited (Company Number 3942522). Registered in England. Registered Office: Tesco House, Shire Park, Kestrel Way, Welwyn Garden City, AL7 1GA. VAT Registration Number: GB 220 4302 31.

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