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Tesco: what the terms promise customers

Tesco's public terms include 4 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.

#73 of 77 UK companies#10 of 10 in Retail · Limited
Promises found
4
Strongest promise
Choice of repair, replacement or full refund within 30 days
Shortest deadline
5 days

The promises

Every promise in Tesco's terms

RefundClaim within 30 daysTakes a few steps

Choice of repair, replacement or full refund within 30 days

Customer choice is guaranteed but still requires returning the item in person to a qualifying Tesco store.

“Within 30 days of receipt of the goods (or within the use-by date for perishable goods), you will be offered the choice of a repair, replacement, or a full refund.”Tesco policy page, Returning a faulty product, point 1
What to include: proof of purchase, faulty item
RefundNo deadline statedHarder to claim

General refund for unwanted order items at delivery/collection

Requires physical in-person handover of goods at time of delivery or collection, not something an AI agent can execute.

“Just hand it back to your delivery driver or Click+Collect colleague and we’ll arrange a refund to your payment card.”Tesco policy page, Home Delivery and Click+Collect
What to include: item handed back to driver or colleague
RefundClaim within 5 daysSimple to claim

Card refund within 3-5 working days

Agent can verify order and check if the 3-5 working day window has elapsed to raise a claim.

“Credit or debit card – Your money will go back onto the same card. Please allow 3-5 working days for the refund to show in your account.”Tesco policy page, Receiving your refund
What to include: order id, payment card details
RewardClaim within 14 daysHarder to claim

Missed Clubcard points & Clubcard Prices refund if forgot to scan

Claiming requires an in-person store visit with a physical Clubcard and receipt, which an AI agent cannot do remotely.

“Members who forget to scan their Clubcard in-store may return with their Clubcard and a valid receipt within 14 days to get their missed points manually added and missed Clubcard Prices discount refunded, providing the receipt belongs to the corresponding Clubcard member. Missed...”Tesco terms, Clubcard for 16-17s a.1
What to include: clubcard, receipt

How to claim

Claiming from Tesco, step by step

  1. Find the promise above that matches what happened, and note its deadline. The shortest here is 5 days.
  2. Contact Tesco customer service in writing (email, web chat or their online form), so you have a record.
  3. Name the promise and quote the clause, and include: proof of purchase, faulty item, item handed back to driver or colleague, order id, payment card details, clubcard.
  4. Keep the reply. If you are not happy with the answer, ask for their complaints process, which is set out in the terms.

Based on Tesco's public terms and policy pages, read on 5 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

Tesco refunds and compensation: quick answers

Does Tesco offer refunds or compensation?

Yes. Tesco's public terms include 4 promises that pay out or give credit when something goes wrong, including: Choice of repair, replacement or full refund within 30 days; General refund for unwanted order items at delivery/collection; Card refund within 3-5 working days; Missed Clubcard points & Clubcard Prices refund if forgot to scan.

How long do I have to claim from Tesco?

It depends on the promise. The shortest deadline in the terms is 5 days, so claim as soon as you can. Each promise on this page shows its own deadline.

How does Tesco rank in the Promise Index?

Tesco has a Promise Score of 25 out of 100 (limited), ranking #73 of 77 UK companies and #10 of 10 in Retail.