<h4 id="h_01KCP9QYQ5JARFEWV2DTYX2ABG">Changed your mind?</h4><p>We want you to be happy with everything you buy from Tesco Marketplace. If you change your mind, and your item is unused, undamaged, and in its original condition, you can return it within 30 days of purchase.</p><p>To start a return:</p><ol>
<li data-list-item-id="e8682bba1c24b1623b48c285a34566eab">Go to ‘My orders’ in your Tesco.com account or app.</li>
<li data-list-item-id="e4571c3fb406f6bbaf0adff976accdc55">Find your order receipt, select ‘Return products’, and follow the steps.</li>
<li data-list-item-id="e7803a0b1e41e769c49784b1191686e91">The Marketplace seller will contact you with next steps.</li>
</ol><p>Please note: some products have different return limits or exceptions so check the seller’s return information.</p><p>If your item isn’t the quality you expect, fit for purpose, or as described, contact the seller for help.</p><h4 id="h_01KCP9R7ZFP1RDZRCTXSVNY2HX">Returning clothing purchased on Marketplace</h4><p>Clothing and underwear must be unworn (except for trying on), in a sellable condition, and have the tags still attached.</p><p>Items you can’t return if you change your mind</p><ul>
<li data-list-item-id="e277450701bf61bca8c769ecd8ea71494">Perishable, chilled, or frozen items can’t be returned after delivery.</li>
<li data-list-item-id="e24bd30965e19470389d096d106bd52b1">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.</li>
<li data-list-item-id="ef86d057b17010b490277671be3533aee">Personalised items can’t be returned.</li>
</ul><h4 id="h_01KCP9TMQT9RFC4CQG2K13C4RT">If your item is faulty</h4><p>If you find that a Marketplace product is faulty within 12 months of purchasing it, we guarantee you a refund, repair, or replacement.</p><p>To request a return:</p><ol>
<li data-list-item-id="e43a218e2a6d1f4b7f48de884e8498281">Go to ‘My orders’ in your Tesco.com account or app.</li>
<li data-list-item-id="ee356588e07f3a38fdece313e460a2e1d">Find your order receipt, select ‘Return products’, and follow the steps.</li>
<li data-list-item-id="e869d11c7029d3178b9cc3063d5200bce">The Marketplace seller will contact you with next steps.</li>
</ol><p>If it’s been more than 12 months, <a href="https://www.tesco.com/groceries/en-GB/zone/marketplace-partners">contact the seller directly</a>.</p><p>Please note:</p><ul>
<li data-list-item-id="e3c0083e9d75c6d0fe7417f76645bd0e8">Faulty items must be packaged securely to prevent damage on the way back to the seller.</li>
<li data-list-item-id="e8540a9fd75e70c2d0c674c1c55b58786">If you’ve had the item for more than 6 months, you may need to show it was faulty when delivered.</li>
</ul><h4 id="h_01KCP9VZAWZ7GHXYAH0G7VCGPJ">Refunding delivery charges</h4><ul>
<li data-list-item-id="e6d921cefa3e152354cafc9ee3933f0cb">In most cases, standard delivery charges are refunded if you return the item within 14 days of purchase.</li>
<li data-list-item-id="eca9b71f2cf94cff4d715e27d0161a13c">If you paid for express delivery, you’ll only be refunded the standard delivery charge.</li>
</ul><h4 id="h_01KCP9X0WXHMHHYR6AHH9CA8P2">Getting your refund</h4><p>Once your return reaches the seller, your refund will be processed within 3–5 working days to your original payment card.</p><p>You might not get a full refund if the item has been used or handled beyond what’s needed to check its look, feel and function.</p><p>For a smooth return, please ensure you:</p><ul>
<li data-list-item-id="e496a3e630aace409668d192c11ac81b1">Return items within the correct timeframe</li>
<li data-list-item-id="e2d8f51a2d78f51169b7bc06188452645">Package items securely </li>
<li data-list-item-id="e812ed56fac18059747afc0047fc2b484">Include all parts, labels, and packaging</li>
<li data-list-item-id="e4bf21bc4e78feab5bb8beeadaa3233db">Check the relevant FAQs for support </li>
</ul><h4 id="h_01KCP9XYM1P9FFCWZPB46ZR340">Having trouble with your refund?</h4><p>If your return is not accepted and the seller can’t refund you, they’ll let you know why. </p><p>If you need more help:</p><ul>
<li data-list-item-id="edf028c5741d4b6b2aef94ac2ddded2c8">Contact the seller first</li>
<li data-list-item-id="eebf87668769a550b520eea8929e4955f">If you still need support, contact us and we’ll do our best to help</li>
<li data-list-item-id="e70ca380c394704a934fa6802dbf744c8">If you’re unable to resolve the issue, you can take your complaint to Alternative Dispute Resolution (ADR), such as <a href="https://consumerarbitration.co.uk/" target="_blank" rel="noopener noreferrer">Consumer Arbitration</a>, an approved ADR provider.</li>
</ul>

Getting my Marketplace refund

Online Grocery FAQs

Marketplace

Marketplace returns and refunds

<p>You have 2 options. You can get a digital Clubcard on the Tesco app, or order a new plastic Clubcard. To reduce our use of plastic, you can only get 1 new card every 12 months.</p>
<p>Your card number won’t change when you order a new one.</p>
<h4 id="h_01J30F4C8S37Q571DWSM87RDRR">Getting a digital Clubcard</h4>
<p>With a digital Clubcard you can:</p>
<ul>
<li>Spend less with Clubcard Prices</li>
<li>Scan your Clubcard on your phone</li>
<li>Collect points every time you shop</li>
<li>Request vouchers instantly, and safely keep them in 1 place.</li>
</ul>
<p>These are just some of the benefits. To join the millions of Tesco customers using a digital card, download the Tesco app. Do that from the <a href="https://apps.apple.com/gb/app/tesco-grocery-clubcard/id389581236" target="_blank" rel="noopener noreferrer">App Store</a> or <a href="Google%20Play" target="_blank" rel="noopener noreferrer">Google Play</a>.</p>
<p>In the app, choose ‘Sign in’ if you have an account. If you don’t, select ‘Register’ and complete the form. Remember to select yes for ‘Opt in to Clubcard?’.</p>
<p>That’s it - your digital Clubcard’s ready to use.</p>
<p>Ordering a replacement plastic Clubcard</p>
<p id="h_01J30F4GFQZMBSMR4A0FNGJC7D"><strong>If you have a Tesco account</strong></p>
<p>You can only order a replacement plastic card on the Tesco website, not the app.</p>
<ol>
<li>At <a href="http://www.tesco.com/">Tesco.com</a>, sign in and go to ‘<a href="https://www.tesco.com/account/dashboard">My account</a>’. Then follow these steps.</li>
<li>Under ‘Clubcard’ select ‘Order a new card’.</li>
<li>Select ‘Order a plastic Clubcard’ and choose a reason for ordering one.</li>
<li>Confirm your Clubcard address is right.</li>
<li>Select ‘Confirm and order’.</li>
</ol>
<p>That’s it – you’ll get a new card in the post within 10 working days.</p>
<p><strong>If you don’t have a Tesco account</strong></p>
<p>You’ll need your Clubcard number. It’s on your Clubcard statements.</p>
<ol>
<li>To open an account, <a href="https://www.tesco.com/account/register/en-GB/">register online</a> at <a href="http://www.tesco.com/">Tesco.com</a>.</li>
<li>Add your details and select ‘I already have a Clubcard and I’d like to link my accounts’.</li>
<li>Fill out the ‘Clubcard details’ section.</li>
<li>Select ‘Create account’, follow the above steps on ordering a replacement plastic Clubcard.</li>
</ol>
<h4 id="h_01J30F532ZHYY55KJ4J3AB5542">If you don’t know your Clubcard number or can’t sign in to your account</h4>
<p>Call us on <a href="tel:0044800591688">0800 591 688</a> to get a new plastic card and key fob.</p>

My Clubcard or key fob’s lost or damaged

Tesco account FAQs

Plastic and digital Clubcards

<p>We want to make it easier to work around your delivery. You can now get a clearer estimation of when your groceries will arrive. Simply sign in to the <a href="https://www.tesco.com/groceries/en-GB" target="_self">groceries home page</a> ahead of your slot on delivery day, where regular updates will be available.</p>
<p>Delays can happen due to circumstances beyond our control. Adverse weather conditions, unexpectedly heavy traffic or a mechanical issue with the delivery van can affect delivery times. We’ll call or text you about any delay as soon as we can.</p>
<p>Please note, visibility of this feature is dependent on your driver’s delivery route on the day of your delivery.</p>

Checking the status of my delivery

Collecting your order and delivery issues

<p class="MsoNormal">When you make an online order, the total amount is shown as a 'guide price'. Therefore, it may be higher or lower than the final bill you receive for your order. The final payment is the price you would pay if you shopped on the day of your delivery or collection.</p>
<p class="MsoNormal">Here are some reasons for this:</p>
<ul>
<li>
<p class="MsoNormal">The price of individual items may be higher or lower than when ordered.</p>
</li>
<li>
<p class="MsoNormal">Between placing your order and getting it delivered, there may be new promotions put in place.</p>
</li>
<li>
<p class="MsoNormal">We charge loose fruit and veg by weight. So, the final price is based on the ones we pick for you.</p>
</li>
<li>
<p class="MsoNormal">Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.</p>
</li>
</ul>

Help and FAQs

Other information

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