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Returns & refunds

UK Delivery Information – Covid-19 Latest Update

We are working hard to make sure tu.co.uk is working as normal whilst prioritising the safety of our colleagues and customers. We’ll keep you updated should anything change.

We would strongly encourage you to order items for home delivery, or to only collect whilst doing your essential food shopping at Sainsburys. We are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel.

For any purchases made from the 1st of March 2020 – 8th of June 2020 you now have 100 days to return your items. In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email. Please see below for further details.

Please see our full FAQs page for more information.

Our dedicated Covid-19 FAQ’s

Yes, we have now extended our returns window to 100 days for all purchases made between the 1st of March 2020 – 8th of June 2020, so you don’t have to rush to get your returns to us. Just remember to keep your proof of purchase for a full refund.

Most Popular Questions

For any purchases made from the 1st of March 2020 – 8th of June 2020 you now have 100 days to return your items. In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email. Please see below for further details.

If you would like to return your order, you can use the following methods.

  • Return your order to a participating Sainsbury’s store. Argos in Sainsburys stores are currently not accepting any returns.
  • For clothing purchases made through Argos please refer to their updated returns policy.
  • By post. Postal returns cost £3.50 which is deducted from your refund amount. If any of the items that you are returning are faulty, you will not be charged to return your items.
  • Items marked with home delivery only can only be returned via post.

We'll start processing your refund as soon as we receive your returned items. If you returned your items to a store it could take up to 5-7 days for your refund to show in your bank account. Postal returns can take up to 14 days to be refunded and if you paid with PayPal it could take up to 30 days.

Yes, as long as you are returning all of the items in your order together, if you made your purchase between the 1st March 2020 – 8th June 2020 you have 100 days from the day of purchase to return your items. If you made your purchase on or after the 9th of June 2020 you have 30 days to return your items to us. If you only return part of your order we will not refund your original delivery charge. If your item is faulty we will refund your delivery charge.

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. If you returned your item in the post a £3.50 charge will have been deducted from your refund amount, unless your item is faulty. Items must be returned in new, fully resellable condition within 100 days from the day of purchase, if you made your purchase between the 1st March 2020 – 8th June 2020. If you made your purchase on or after the 9th of June 2020 you have 30 days to return your items to us. If an item has been used or handled unreasonably, we may reduce the amount refunded or not refund it at all.

If you haven't received your refund within 3-5 working days please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Full Name as appears on the account
  • First line of your billing address & Postcode
  • Order Number (If Applicable)
Please allow 7 days for our team to look into your query and respond to you.

We're sorry but once you've checked out, your order can't be cancelled.

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

If you bought your item between the 1st of March – 8th of June 2020 you have 100 days to return your items for a refund. For purchases made on or after the 9th of June 2020 you have 30 days to return your items to us, please return it using the appropriate method here and we will be happy to refund you. 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 or tear. Your statutory rights are not affected.

Unfortunately, we can't offer exchanges for items bought online. If you would like to exchange your item, the best way to do so is to follow our returns process and then place a new order on our website or visit one of our stores.

Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty or marked as 'home delivery only'.

Fill out the returns form that we sent with your order and repackage the items using the original packaging and the enclosed address label. Take your parcel to any Post Office and ask for proof of postage.