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Returns & refunds


From how to return items to getting your refund, we're here every step of the way to make your Tu returns quick and easy.

You have until the 31st January to return any items bought after the 1st November as a Christmas gift.


Contents

Simply click on a topic below to get instant answers to your questions.

1 How to return an item
2 Most popular questions
3 Refunds
4 Exchanges
 


HOW TO RETURN AN ITEM


How do I return an item?

We’ve got 2 options for you to make returns easy:

1 By post for a cost of £3.50, using the pre-printed returns label included in your order.

2 Take it to any Sainsbury’s store that offers Click & Collect for Tu items. Find your nearest store here.


How do I return items to a store?

1 Fill out the returns form that we sent with your order.

2 Repackage your items, using the original packaging if possible to speed things up

3 Find your nearest participating Click & Collect store here. When you arrive, just find the Customer Services desk, ask one of our colleagues for help and we’ll take it from there.

4 We’ll start processing your refund right away. But it could take up to 14 days to appear on your bank or card statement.

A couple of things to note…

Not all Tu items can be returned to a Sainsbury’s store. The returns form included with your order will tell you if you need to post something back instead.

If you collected your Tu Click & Collect parcel from an Argos store inside Sainsbury’s, it’s easiest to return it to that same store.


How do I return by post?

1 Fill out the returns form that we sent with your order. Tell us which items you’re returning and why.

2 Repackage the items with the returns form, using the original packaging to speed things up.

3 If your order came in multiple parcels, you’ll need to send the items back separately. Use the original packaging with the right address label (with the returns form inside).

4 Take your parcel to any Post Office. Ask for a free receipt to prove when and where you posted it.

5 We’ll let you know when it arrives and start processing your refund straight away. The refund may take up to 14 days to show in your bank account or card.


MOST POPULAR QUESTIONS


Are returns free?

Enjoy shopping online by returning your items to a participating Click & Collect store, for free.Items marked Home Delivery only items cannot be returned in store.


You can also return your items by post using the pre-printed label included in your parcel. For items marked Home Delivery Only this service is free, for all other items we’ll deduct £3.50 from your final refund to cover postage.


How long have I got to return something?

You have 30 days after receiving your order to return items. We think it’s important that you're completely happy with your items, so try it with that dress or those shoes and make sure it’s right for you.


What items can’t I return?

For hygiene reasons, we can’t offer refunds or exchanges on earrings, however we can refund you for these items if they’re still in their sealed packaging.


My order was delivered to my home address; can I return it to store?

Most Tu items can be returned to a Click & Collect store. The best thing to do is find your nearest store before you set off.


But there’s one exception…

Items marked as Home Delivery Only cannot be returned to any of our stores – they need to be posted back to us instead.

My item is faulty

We’re sorry there’s a fault with your item. If you bought your item within the last 30 days, please click here for more info on how you can return your order. If your item develops a fault 30 days after receiving your order, please contact Customer Care so we can help you. If you want further information about rights concerning faulty items, please click here to see our full Terms & Conditions.


REFUNDS


When will I get my refund?

If you returned your items via a Click & Collect store, we’ll refund you within 5 days of you dropping them off at the store. If you returned your items via post, we’ll refund you 14 days after receiving the parcel in our warehouse.

Please note that some banks may take another 5 working days to refund the money back to your payment card. If you still haven’t received a refund after 14 days, please contact Customer Care.

If you returned your items by post you can send an email to TuCustomerservices@sainsburys.co.uk and attach your proof of postage certificate and we’ll look into this for you.


I think my refund amount is wrong. What should I do?

Your refund may be less than you were expecting if certain items were part of a promotion or you paid delivery or returns charges that we can’t refund.

If your items were part of a promotion, such as a multibuy offer and you only return one of these items, we will refund you using the appropriate ratio. Please see below for more information about delivery charge refunds. If you think we’ve made a mistake, please contact Customer Care so we can help you.
If you paid with evouchers these will be refunded separately and sent to the email address you gave when you placed your order.


Will you refund my delivery charges?


- If you return your order within 30 days, we will refund you the original outbound delivery charge if all of the items in your order are returned together.


- If you return your order outside 30 days, we will only refund your original outbound delivery charge if your item is faulty and all goods are returned together.


- If you only return part of your order, we will not refund the original delivery charge.

- But if your item is faulty, we’ll refund the full amount for that item (both item cost and return delivery charge).


How will I be refunded?

We’ll send the refund to the same card that you used to pay with. If your card has been cancelled by you or your card issuer, please contact Customer Care so we can arrange an alternative way of refunding you.

If you paid for your order using an evoucher, we’ll send your refund voucher to the email address you gave us when you checked out.


What if my item is faulty or damaged?

We offer a 1 year return policy for most of our products when there’s been a manufacturer’s fault. This doesn’t cover fault or damage caused by accident, misuse, negligence, or normal wear and tear. Your statutory rights are not affected.

Want to return an item that’s faulty, damaged or doesn’t match it’s description? Then just follow the regular steps to process a return (giving the specific reason).

We may reduce the amount refunded to you if returned items were part of a promotional offer or if items have been used or handled unreasonably before return.

Any e-vouchers used will be refunded separately and sent to the email address you used when you checked out.

We may examine items to make sure they’re eligible for a refund. If we decide they’re not you will be given the option of having the item disposed of or returned back to you.


EXCHANGES


Can I exchange items I bought online?


Unfortunately, we can't process an exchange for an online purchase. If you would like to exchange an item you purchased online, the best way to do so is to follow our returns process and then place another order on our site, or visit one of our stores.


Can I cancel an order to get a refund?


Once you’ve checked out the order can’t be cancelled. The best thing to do is collect it and process a return as you normally would.


Can I return any Tu item?


Most items that are in a new, sellable condition can be returned to us within 30 days. A few products, like earrings, can only be returned if they’re still packaged exactly as they were when you received them (for health and hygiene reasons).
Any item can be returned if you think it has a manufacturing fault.

Can I use the product before I return it?


You can look at and try on your new clothes but they need to be returned in new, fully resellable condition within 30 days. If an item has been used or handled unreasonably, we may reduce the amount refunded or not refund it at all.