Getting a refund if you’ve changed your mind
We’d like you to be happy with everything you buy from Tesco Marketplace, but if you change your mind and the item is in its original condition, unused with no damage, please contact the seller within 30 days and they will happily offer a replacement or refund. If you want to request a return for a Marketplace product, go to the My Orders section in your Tesco.com account or on your Tesco app.
Then find your order receipt, select ‘Return products’ and follow the steps. The partner will contact you about what to do next. Please be aware that some products have different return limits and exceptions if you change your mind. To find the returns requirements and instructions for your product, please contact your seller or read the relevant FAQ.
Returning chilled and frozen items
We don’t accept returns for Marketplace chilled and frozen products if you have changed your mind after delivery of your items. All other perishable food products can be returned if within their ‘use by’ or ‘best before’ date. 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. For further support, please contact the seller directly, using our Marketplace partner’s contact details.
Returning health and hygiene products
We don’t accept returns on some Marketplace items after delivery due to health and hygiene reasons. Any Marketplace item with a hygiene seal can only be returned for a refund if they are unopened, unused and with all tamper-resistant seals, packaging and any cellophane intact.
Returning clothing purchased on Marketplace
If you've changed your mind about your clothing purchase from Tesco Marketplace, the product must clearly be unworn except for what is reasonable to establish fit, in a sellable condition, returned as sold and accompanied with the tags. This includes all clothing and underwear products.
Returning personalised products
Please note, personalised items cannot be returned.
If your item is faulty
If you find that any of our products are faulty within 12 months from purchase, we guarantee you a full refund, repair or replacement. All the products supplied by the Marketplace partner are required to comply with the contract that you enter in to with the partner when you purchased an item. If they don’t, you have the following rights in addition to your legal rights:
- Within 12 months of receipt of your Marketplace item, request a return on Tesco.com or in your Tesco Grocery & Clubcard app. and the Marketplace partner will then get in touch with details about how to return it.
- If it’s been more than 1 year since your purchase, please contact the Marketplace partner directly, using our Marketplace partners' contact details.
Please note: To minimise the risk of any damage, all faulty products must be returned with sufficient packaging to withstand the journey back to the Marketplace partner. If you have taken ownership of the goods for more than six months, you may be asked to prove that the goods were faulty when delivered.
Charges for returning Marketplace products
If you change your mind about your Marketplace item, returns costs will be debited from your refund value.
Please Note: Returns fees may vary dependent upon seller and for certain products. These charges will be clearly highlighted to you by the seller when you request to return your item.
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.
Refunding delivery charges
Under most circumstances, the cost of standard delivery will be refunded if the product is returned within 14 days of purchase.
Please note: If you paid for Express delivery, you will only be refunded the standard delivery charge.
Getting my refund
Once you've returned your products, you should receive your refund 3-5 working days after our Marketplace partner has received them. The refund will be made to the card you paid with.
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.
To help ensure your return goes as smoothly as possible please ensure;
- You are returning the item within the correct timescales.
- The item is packaged appropriately to withstand the journey back to the seller.
- You include all correct product parts, including product labels and packaging.
- You have checked our FAQs for help and support before returning your item.
Having difficulties with your refund?
There may be occasions where your return or refund has been declined by the Marketplace partner, if that has happened, the Marketplace partner will let you know.
If you have any queries regarding your Marketplace return, please contact the Marketplace partner directly, using our Marketplace partners' contact details.
If you are unable to resolve the issue with the Marketplace partner, please contact us as we will do all we can to support you in finding a resolution with the Marketplace partner.
If you feel that is not possible and wish to escalate your complaint, you can take the matter to Alternative Dispute Resolution (ADR). One such approved ADR scheme is provided by Consumer Arbitration.