Returns policy and refunds
Peace of mind when you change yours
We’d like you to be happy with everything you purchase from Tesco. Should you change your mind about your purchase, please return the product with your proof of purchase, within 30 days, and we’ll happily offer a replacement or refund.
Please be aware that some products have different return time limits and exceptions when you change your mind. For specific return requirements and for information on how to return a product please refer to the relevant section below.
- Returning store purchases?
Please return the item with your proof of purchase to a store, preferably the one you purchased it from. If you purchased the item from a Tesco Express, it can be returned to any Tesco store. Purchases from our larger Tesco stores (Extras and Superstores) can also be returned to any stores except Tesco Express stores.
If your purchase was from a GetGo store (only available in selected locations), and you need help with a product, please follow the instructions within the GetGo section of the Tesco Grocery & Clubcard app.
- Returning online items?
If you aren’t happy with any of your items, simply hand them back to your delivery driver at the time of delivery, or to one of our colleagues when using Click+Collect. We will then arrange for a refund to your payment card.
Our team of pickers do their best to choose only the freshest products with the longest expiry dates for you. If you’re not happy with the fresh food or flowers we’ve delivered, our Freshness Guarantee means you can hand it back to your driver and we’ll arrange a refund for you.
After delivery, unwanted items can be returned to any Tesco Store (excluding Express stores). Simply bring your delivery note and we’ll happily offer a replacement or refund. For perishable food items, please return within its use-by date.
Please be aware that we cannot accept change of mind returns on certain products due to health and hygiene reasons (such as toothbrushes).
If you’ve used Whoosh, our 60-minute delivery service which is only available in selected locations, you can't hand the items back to the driver. Instead, please accept the delivery and call us on 0800 085 3568 to arrange a refund.
- Returning ink cartridges and electronic toothbrushes?
For in-store purchases of ink cartridges and electronic toothbrushes, should you change your mind, please return your item along with your proof of purchase to the store you purchased it from, where you will be offered an exchange.
For online purchases, change of mind returns are allowed up to 14 days after they were delivered to you. After 14 days and up to 30 days after delivery, change of mind returns can only be exchanged with a valid proof of purchase.
For any faulty or damaged products, please see the section "is your item faulty or damaged?" This does not affect your legal rights.
- Returning F&F Clothing?
Due to the current challenges posed by COVID-19, we've extended our return policy to 100 days in recognition that customers may be visiting our stores less frequently at this time. We may also experience some delays in our stock availability. Thank you for your understanding and sorry for any inconvenience caused.
If you have changed your mind about an item, you can return it with your receipt. Please return the item in its original condition, with any packaging, labels and price tags.
We do not accept certain products due to health and hygiene reasons such as underwear and swimwear.
For online purchases of F&F Clothing, please contact us on 0800 323 4040 for further help and support.
100-day quality guarantee
In addition to your right to return school uniform for change of mind or if it is faulty or damaged, we also offer a 100-day guarantee on school uniform (including shoes). If you aren’t satisfied with the quality of your school uniform, you can return it within 100 days with your proof of purchase for an exchange or refund.
You can return faulty or change of mind goods to one of our stores (excluding Tesco Express).
- Returning home entertainment products?
For purchases of DVDs, CDs and gaming software sold via a disc, we accept products that are sealed and unused. Unsealed change of mind returns will not be accepted.
For movies and gaming software sold in the format of a card, we cannot accept change of mind returns. If you change your mind, they cannot be returned for a refund. Your legal rights are not affected.
For all video gaming consoles, we ask that you return all accessories, including any games that formed part of the bundle purchased.
For any faulty or damaged products, please see the section "is your item faulty or damaged?"
- Returning SIM free and pay as you go mobile phone products?
If you are having trouble with a SIM free or pay as you go mobile phone product you bought online, please contact our customer helpline on 0800 323 4060 (or 0330 123 4060 local rate from a mobile phone) and we’ll arrange to collect the product from you.
For contract phones, please see our Tesco Mobile returns policy.
- Returning gift cards?
Our change of mind policy does not apply to Tesco gift cards or gift cards for 3rd parties such as Amazon, Next, New Look etc. If you change your mind, they cannot be returned for a refund. Your legal rights are not affected.
- Is your item faulty or damaged?
We do our best to make sure everything works perfectly, but if you find that any of our products are faulty within 12 months from purchase, we guarantee you a full refund, repair or replacement.
Many electrical or mobile phone problems can be resolved quickly by our product support guides or by our helplines.
Visit our product support page and get step-by-step instructions, trouble-shooter tips and FAQs on selected products.
In the unlikely event the helpline is unable to resolve your issue, the helpline will advise which Tesco Store is best to return your faulty electrical product or mobile phone to. This will ensure they are recycled as per the Waste Electrical or Electronic Equipment Directive (WEEE).
Alternatively, please return faulty items to your store of purchase or any Superstore/Extra store. Express stores are unable to accept returns of items puchased from a Superstore or an Extra.
All items we supply are required to comply with the contract that Tesco enter into with you when you purchase an item or place an order with us. If they don’t, you have the following rights in addition to your legal rights.
- Within 30 days of receipt of the goods (or for perishable goods within their use-by date), you will be offered the choice of a repair or full refund.
- From 30 days after receipt of the goods until 12 months, we will arrange for a repair of the goods and, if this does not work, a refund.
- If after the first 12 months from receipt of the goods you encounter an issue with your product, please contact our customer services team on 0800 323 4060 who may be able to help.
- Receiving your refund
Once we have received your product, we’ll refund your money in the same way you initially paid for it.
- By credit or debit card – Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
- Clubcard vouchers – We’ll give you the equivalent value in Clubcard points for in-store purchases. Online grocery orders will be refunded to your credit or debit card.
- By gift card or money card – Your money will go back onto a Tesco Gift Card or money card.
If you purchased at an offer price, your refund will be based on that promotional price. If you are returning items that were purchased on a promotion, such as ‘Buy one get one half price’ or ‘3 for 2’, then the promotion will no longer apply and your refund value will be adjusted accordingly.
Any Clubcard points on a returned item that you bought in-store will be deducted from your account. This will not apply to groceries purchased online.
Where you use more than one method of payment to pay for goods and you are returning only some of the goods in your order, refunds shall be applied in the following order:
- Clubcard voucher (as Clubcard points, on in-store purchases only)
- Gift card
- Credit/debit card
Where you use a coupon when paying for your order, the coupon will be considered used where you are returning only some of the goods to which the coupon applies – you will only be able to redeem the coupon against a future purchase if you are returning all the goods to which the coupon applies.
- Your legal rights
Our refund policy is in addition to and does not affect any of your legal rights.
The simplest way to return your items are set out above but you can also tell us you’ve changed your mind by completing and returning this cancellation form.
If you have any complaints about an online transaction, please get in touch at our Contact us page and we will work hard to find a solution.
If you would like to escalate your complaint, you can take the matter to Alternative Dispute Resolution (ADR). Although we do not participate in an ADR scheme, one such scheme is provided by Consumer Arbitration.
More information on ADR can be found on the Trading Standards website.