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Contents

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

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


MOST POPULAR QUESTIONS


Are returns free?

Enjoy shopping online by returning your items to a participating Click & Collect store, for free. 

You can also return your items by post using the pre-printed label included in your parcel - we do charge for this service and we’ll deduct £3.50 from your final refund to cover postage and processing costs. 

We may refund any returns charges if your items are faulty. You can find our full returns policy here.


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.

You can find our full returns policy here.


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. For full details of your rights, please click here for further details.


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

Yes, we hope this makes shopping with us much easier for you. Please remember though that this service is only available through participating stores, so use our store locator before you set off.


HOW TO RETURN AN ITEM


How do I return an item?

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

1 Return to a participating Click & Collect store.

2 Return it by post, using the pre-printed returns label included in your order.


How do I return items to a store?

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

2 Repackage your items, Try to use the original delivery packaging if you can.

3 Find your nearest participating Click & Collect store by using our Store Locator. Once in store, ask one of our colleagues for help and we’ll take it from there.

4 We’ll let you know when you’ve been refunded.


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 Include the returns form in your return and repackage your items. Try to use the original delivery packaging if you can.

3 Take your package to your a Post Office and obtain a proof of postage certificate for your records.

4 We’ll let you know when you’ve been refunded.


REFUNDS


When will I get my refund?

If you returned your items via a Click & Collect store, we’ll refund you within 14 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 is wrong

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.


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.

- If you used the pre-paid returns label, we will deduct £3.50 from your final refund to cover postage and processing costs.


How will I be refunded?

We’ll credit your 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, our Customer Care team will send you another voucher to the email address your account is registered to, or the email address entered at Guest Checkout.


Faulty/Damaged items

We offer a 1 year return policy for faulty goods on most of our products. Fault or damage caused by accident, misuse, negligence, or normal wear and tear is not covered by this policy. Your statutory rights are not affected.

To let us know about a faulty, or damaged product, or a product that does not match its description which you’d like to return, please follow the same steps as a normal unwanted return – either by taking the product to your nearest participating store or return the products to us by post. In either case we’ll need to see your delivery note or other proof of purchase. Where the returned product is confirmed as faulty or damaged we will refund to you the cost of the return postage.

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 used during the checkout process.

Products returned as faulty may be examined for faults. If the fault found is due to normal wear and tear, misuse, negligence, willful damage or accident we may not offer a refund to you, and 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.