Returns policy and refunds
Peace of mind when you change yours
We’d like you to be happy with everything you purchase from us. Should you change your mind about your purchase, please return the product with your proof of purchase, within 7 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 our store, it can be returned to the store.
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 the Store. 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). We are not accept for opened or used item.
For further help and support with your order please call us on +603-60900099
Receiving your refund
Once we have received your product, we’ll refund your money in the same way you initially paid for it.
o 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.
o 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.
o By gift card or money card – Your money will go back onto a 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:
1. voucher (as Clubcard points, on in-store purchases only)
2. Gift card
3. 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.
If you have any questions around receiving a refund please call our customer service team on+603-60900099