All you need to know about our returns policy

Returns Information
Returns policy
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• Should you wish to return anything bought from us we will be happy to refund or exchange a product provided it is in a fully resaleable condition.  Please see below for exceptions to this policy. 
• If goods are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.
• Products should be returned, together with the Delivery Note within 28 days, in original undamaged packaging, with labels still attached, with all the accessories, parts, instructions and any free gifts.
• We will not expect original packaging where this is removed as part of our delivery service.
• If we find that a product has not been returned to us in fully resaleable condition, or the packaging is damaged, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price.  This does not affect your statutory rights. 
• Any refund due will be credited to the original card of purchase within 3-5 working days of us receiving the goods. 
• Our refund policy runs alongside your rights under the Distance Selling Regulations which allows you to cancel your contract with us (e.g. if your product is not wanted) within 7 working days of receipt.
• Exceptions: for reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty or were not described properly on the website: 
     • Personal grooming products and cosmetics; 
     • Opened CD, DVD, Blue Ray, console computer games and tapes;
     • Opened recording media including blank DVD / CD disks, USB sticks / drives, SDHC cards memory sticks / cards and hard drives, software and headphones;
     • Opened ink cartridges; 
     • Camcorders and digital cameras that have been opened and charged; and
     • Security sealed items that have had the seal broken.
• The following products can only be returned if they are unused, in the original  packaging and in a resaleable condition:   
     • Children's car seats and pushchairs;
     • Mattresses, mattress toppers, duvets and pillows:
     • Swimwear
     • Headphones
• Please note personalised, made to measure / orders* of perishable goods (such as food, plants or flowers) cannot be returned unless they are faulty
• Made-to-order products cannot be returned for any reason unless faulty. In exceptional circumstances we may agree to accept a return and we therefore reserve the right to charge a cancellation fee of 20% of the order price.

How to return an item
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• If your order is on its way but you no longer want the goods please either refuse the delivery, or return your items to us for a refund.  For Appliance orders (e.g. washing machines), please give us 48 hours notice.
• If you have received your order and no longer want one or all of your products, and it's not excluded by our returns policy, there are 3 ways to return your online products within 28 days:
• Returns are free via Royal Mail:  When sending, please use the Freepost return label provided. We recommend that you obtain a proof of posting certificate free from the Post Office, just in case the item goes astray in the post
     1. Repackage item(s) in the original undamaged packaging with labels attached
     2. Fill in the returns section on the Delivery Note and enclose in the parcel with the items you are returning
     3. Peel off the returns label on the other side of the Delivery Note and stick to the parcel
     4. Post the item(s) back to us via Royal Mail
     5. When you hand in your parcel at the Post Office please ask for and keep a free certificate of posting
     • For larger items, please call our Customer Care Team on 0800 328 1700* to arrange a collection.  Please note: we reserve the right to charge for the cost of collection.
     • Some products purchased online can be returned to selected Sainsbury’s stores:
1. Stores that have the Click & Collect (deliver to store) service accept online returns (for both orders collected in store or that were delivered to your nominated address):
2. Take your delivery note with the item(s) you wish to return to store
3. Follow the signs for Click & Collect in store to the desk where we can process your refund

Please call the Customer Care Team on 0800 328 1700* should you wish to return items such as large electrical items, furniture etc. Smaller items that have either been collected in store or sent to your nominated address can be returned to store.

* Calls are free from a BT landline. Mobile providers and other networks may vary. Calls may be recorded for training and security purposes.

Refunds
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• Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances
     • The original account no longer exists
     • The original account details have expired
     • The order has been placed exclusively with evouchers
• Any refund due will be credited to the original card of purchase within 3-5 working days of us receiving the goods. 
• We'll send an email to tell you when your refund has been processed.
• Please note: for store returns you will receive confirmation of your return in store and not by email. If you don't have an email address we're sorry that we can't let you know when your refund has been processed. Please check your bank statement.
• You'll only receive a refund of delivery charges if all the items in a given order are returned at the same time (unwanted or faulty). Please call our Customer Care Team on 0800 328 1700* if you have any queries about your refund.
• When a promotional offer or discount - such as a £10 off voucher, extra Nectar points, or 3 for 2 - applies to more than one product, the total value of the promotional offer or discount is split and shared across each product in the correct ratio. If an item or part of the order is returned, we'll refund the relevant correct value.
• If we send any evouchers back to you, you'll receive them by email separately.
* Calls are free from a BT landline. Mobile providers and other networks may vary. Calls may be recorded for training and security purposes.
Amending or cancelling an order
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• If you’ve already checked out, you can’t add extra products to your order; please place a new order.
• You can add an address (i.e. your billing address) at any time, but you cannot change the delivery address for an order that has already been placed.
• To cancel an order, please call our Customer Care Team on 0800 328 1700*
* Calls are free from a BT landline. Mobile providers and other networks may vary. Calls may be recorded for training and security purposes.

Amending or cancelling a service
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• We currently offer an installation and recycling service on selected Appliances ranges including electric cookers, dishwashers, washing machines and fridge freezers.
• Please note: these services can only be selected at the same time as you place your order for the associated appliance.
• We cannot currently offer an installation service on gas powered products
• If you wish to cancel or amend your service, please give us 48 hours notice. If you are unable to give us 48 hours notice, we reserve the right to not refund you for the service purchased.
• Please note: by selecting our installation or recycling service you agree to waive your Distance Selling rights to cancel this service. If you do not agree then you should not select these services. Your acceptance at checkout of our Terms and Conditions indicates your agreement.
Faulty items (excluding Appliance items)
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• If after you have read the manual, you're having trouble operating an electrical item bought from us, please call Electrical Helpline on 0800 328 1700* and our specially trained and friendly experts will help you get started or resolve faults.
• Please note:
• For upholstery products the return process may include a visit by our engineer who will assess the fault with or damage to your product and may perform repairs to these products on site at your home
• For any faulty products for which we hold spare parts, after the 28 day cancellation period, we reserve the right to offer a spare part or repair where appropriate.
• For Appliance items (e.g. washing machines), please read the separate section on faulty appliances below
• We operate a 1 year faulty return policy on our products with the exception of Appliance items (please see ‘faulty appliances’ section below).
• For any queries, please email us at onlineservice@sainsburys.co.uk, write to us at Sainsbury’s Customer Services, 33 Holborn, London, EC1N 2HT
* Calls are free from a BT landline. Mobile providers and other networks may vary. Calls may be recorded for training and security purposes.
Faulty Appliances
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• The faulty returns policy for Appliances is 28 days.
• In order to confirm a fault with an Appliance, we reserve the right to arrange an engineer’s visit as a first step and to charge for this visit if no fault is found.
• During the 28 day faulty returns period for Appliances, if a like-for-like exchange is necessary, this will be arranged within a reasonable timeframe and without charge, including re-installation if appropriate. If the model you purchased is not available we will offer a like-for-like equivalent.
• Thereafter for the first year, we will liaise with the manufacturer on your behalf to resolve any faults via the manufacturer’s warranty. This process will also involve an engineer’s visit to assess the fault.
Preparing for an Appliances collection
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• If your Appliance was installed by us, one of our engineers will uninstall it when we come to collect.
• If you arranged for alternative installation then please arrange for it to be uninstalled prior to the collection date.
• Please make sure any accessories that were supplied with the Appliance are with the item and returned to the driver. 
• Fridges and Freezers - fridges and freezers must be emptied and defrosted prior to collection. Our drivers will not complete the collection if this has not been carried out. Please note, it is your responsibility to find alternative storage for perishable products.
Spares and repairs
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• We can only supply spare parts if they were missing or the product was damaged on delivery.
• On faulty products, after the 28 day cancellation period, we reserve the right to offer a spare part or repair where appropriate.
• For Appliances and upholstery products, we may require an engineer to visit to assess the fault before finding the best way to resolve your complaint. Please note, we reserve the right to charge for this visit if the engineer can find no fault with the goods.
• Wherever possible we’ll provide spares free for any product that was faulty on delivery for up to 12 months after you bought it.
• We reserve the right to charge for spares.
Grocery returns information
How to return a grocery item
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• If whilst inspecting the goods at the time of delivery, you find goods you do not want, you are free to return any product delivered by your driver for any reason (including the price on delivery). You can return them to the driver and ask him or her to take them away.
• After the driver has left, you are able to return goods in line with Sainsbury's store returns policy. Goods not returned to our driver at the time of delivery should be returned at your expense to your most convenient Sainsbury's store within 28 days in original packaging in saleable condition. Please note, it is not possible to return baby food and milk, or frozen or perishable food and drink unless they are of poor quality or faulty, or where we have delivered goods that you did not order and you have not accepted them.  DVDs and Games software where the seal has been broken cannot be returned.   In order to obtain a refund, please bring your receipt with you.
• Your statutory rights are not affected.

 

Grocery refunds
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• Any goods you return to our driver will be refunded to the credit or debit card used to make the payment and shown as a refund on the next payment card statement. We'll do all we can to make it happen as fast as possible, but it could  take up to ten working days for the refund to reach your account from us receiving your item.