Changed your mind? Peace of mind when you change yours.
We’d like you to be happy with everything you buy from Tesco Marketplace, but if you change your mind, please contact the seller within 30 days and they’ll happily offer a replacement or refund. Your item must be unused, undamaged, and in its original condition.
Please be aware that some products have different return limits and exceptions if you change your mind.
To start a return:
1. Go to ‘My orders’ in your tesco.com account or app.
2. Find your order receipt, select ‘Return products’, and follow the steps.
3. The Marketplace seller will contact you with next steps.
Customers are responsible for ensuring the products are returned to sellers suitably packaged. Please note, 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 functionality.
Items you can’t return if you change your mind:
• Perishable/live, chilled, or frozen items can’t be returned after delivery.
• Some items can’t be returned for health and hygiene reasons. Items with hygiene seals can only be returned if unopened, unused, and their seals or packaging are intact, this includes products such as but not limited to Mattresses, Children’s Nappies, some types of Health and Beauty products.
• Personalised items can’t be returned.
• Clothing and underwear must be unworn (except for trying on), in a sellable condition, and have the tags still attached.
Not up to scratch? No problem.
If you’re not happy with the quality of a product, please contact the seller who will be happy to offer you a refund or exchange. If you find that any of our products are faulty within 12 months from delivery, we guarantee you a full refund, repair or replacement within the first 6 months. Please note, if you have taken ownership of the goods for more than 6 months, you may be asked to provide evidence that the goods were faulty when delivered to qualify for repair, replacement or refund.
To request a return:
1. Go to ‘My orders’ in your tesco.com account or app.
2. Find your order receipt, select ‘Return products’, and follow the steps.
3. The Marketplace seller will contact you with next steps.
If it’s been more than 12 months, contact the seller directly.
Please note:
• Faulty items must be packaged securely to prevent damage on the way back to the seller.
• If you’ve had the item for more than 6 months, you may need to show it was faulty when delivered.
Customers are responsible for ensuring the products are returned to sellers suitably packaged. Please note, 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 functionality.
Refunding delivery charges
• In most cases, standard delivery charges are refunded if you return the item within 14 days of purchase.
• If you paid for express delivery, you’ll only be refunded the standard delivery charge.
For a smooth return, please ensure you:
• Return items within the correct timeframe
• Package items securely
• Include all parts, labels, and packaging
• Check the relevant FAQs for support
Having trouble with your return?
If your return is not accepted and the seller can’t refund you, they’ll let you know why.
If you need more help:
• Contact the seller first
• If you still need support, contact us and we’ll do our best to help
• If you’re unable to resolve the issue, you can take your complaint to Alternative Dispute Resolution (ADR), such as Consumer Arbitration, an approved ADR provider.
The legal bits
Our refund policy is in addition to and does not affect your legal rights to return faulty products after the period covered by our Marketplace Promise.