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How can I request a refund for a grocery item that's been delivered?

To make it easier, you can fill in a Refund Request Form if you have items in your Grocery Delivery that are:

  • Missing
  • Short in their ‘use by’ date (within 48 hours of delivery only)
  • Damaged

Please note you can make this request within 30 days of delivery. Your statutory rights are not affected.

Substitutions can be refused on the doorstep. Simply return them to the driver and you’ll receive a refund automatically within a few days. If you accept the substitutions offered at point of delivery, refund requests for substituted items will be rejected. For more information, and to read about our Substitutions Promise where you’ll receive an eVoucher for the difference if they cost you more, click here. 

You’ll need to fill in the below information so be sure to have them to hand:

  • Order number - of the delivery you need a refund from (you'll find this on your delivery paperwork or the emails we've sent you)
  • Email address - the one you use to log onto your groceries account
  • Full name - of the groceries account holder
  • Billing postcode - the postcode of the person who pays the bill

Then, just enter the item name (you can get this from your receipt) of each item you need a refund for and the reason why.

Once the form has been completed, you'll receive an automated email explaining what will happen next.

Don’t forget to fill out the form as accurately as you can as any errors may mean a delay in receiving your refund.

We’ll pick up your request as quickly as we can, but it may take up to 7 days to process your request.  If you choose to receive a refund to your payment card, this may take up to 14 days to process.

Click here to access the refund request form.


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