What is your refund policy?

We are unable to accept change of mind returns on the following:

• Chilled, frozen and other perishable products liable to deteriorate or expire rapidly
• Sealed video games, DVDs, CDs or any computer software that has been opened, downloaded or redeemed
• Items that have been mixed inseparably with other items after delivery or collection
• Pokémon card packets or other sealed mystery collectables, once the packet is opened
• Personalised products, including photo books, canvases, acrylic prints and other items made to a customer's specification
• Lottery tickets, scratch cards, gift cards, e-top ups and postage stamps
• Digital content (including apps, digital software, eBooks, MP3, etc.) which is not supplied on a tangible medium (e.g., on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started
• Newspapers, journals or magazines with the exception of subscription contracts
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery, including medicines and certain personal care products

If something isn't right with your order, we'll help put it right.

For delivery or Click+Collect orders, you can return the item straight away by giving it to the colleague serving you. We'll then process the refund back to the card you used to pay.

Alternatively, you can contact us, or use our online refund form.

You'll need proof of purchase for a refund. This could be your receipt or order confirmation. If you no longer have your receipt, the store may be able to provide a duplicate if you can tell us the date and approximate time of the purchase.

We're sure you'll love our products. If you don't, simply contact us for a refund. Alternatively, you can use our online refund form. That's the TRY promise!

You need to do this within 30 days. You'll need proof of purchase (e.g., a receipt or order confirmation) for products purchased in-store.

The TRY promise applies to Sainsbury's branded products only and excludes the following:

• Homeware
• Greeting cards
• Stationery
• Seasonal General Merchandise
• Sainsbury's Magazine
• Toys
• Entertainment
• Electrical
• Baby food & milk
• TU clothing
• Pharmacy
• Floral
• Fuel

This doesn't affect your legal rights if something is faulty or if you decide to cancel your order.

We're sorry if anything is missing from your grocery delivery or collection. Please contact us, or you can let us know via our online refund form.

If you notice at delivery or collection that an item has a short 'use by' date (dated the day of, or the day after, delivery), you can return it straight away by giving it to the colleague serving you. We'll then process the refund back to the card you used to pay.

If you have already accepted your delivery or collected your order and later notice that an item has a short 'use by' date, please contact us, or use our online refund form.

If something is wrong with your item - for example, it's faulty, damaged, not as described, or doesn't work as expected - we'll help put it right. What happens next will usually depend on how long you've had the item, so please see the guidance below.

If you received your item less than 30 days ago

If your item is faulty, damaged, not as described or doesn't work as expected, you can usually return it for a full refund.

If the item was damaged when you received it, and the damage is cosmetic only, we may offer you a partial refund if you'd prefer to keep it.
You don't need the original packaging, tags, or for the item to be unused if you're returning it because it's faulty or damaged. Please note that grocery items can't be returned by post.

Please contact us, or alternatively you can use our online refund form.

If you received your items more than 30 days ago

If something goes wrong after the first 30 days, we'll usually offer a free repair or replacement.

If we can't repair or replace the item, or doing so would take too long or cause significant inconvenience, you may be entitled to a price reduction or refund.

Please speak to one of our store colleagues or contact us for further help. You can also call our Careline on 0800 636 262.

Some products may also be covered by a manufacturer's guarantee. This is separate from, and doesn't reduce, the support you may be entitled to from us if there's a problem with your item.

We're sorry if you think you've been overcharged for your shopping in one of our stores. If you can, please visit to the store with your receipt and one of our colleagues will be happy to help.

If you can't return to the store, please call us on 0800 636 262 and we'll do our best to help.

Our lines are open Monday to Saturday, 8am to 8pm, and Sunday, 10am to 5pm.

In addition to our 30‑day change of mind returns policy, you also have certain statutory cancellation rights when you buy products from us.

Cancellation rights

If you make a purchase from us online as a consumer you have the legal right to cancel your contract within 14 calendar days, starting the day after you receive your order, without giving any reason. These rights are set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations").

If you cancel an online order and return the entire order, you are entitled to receive a refund of the standard delivery charge. All refunds will be issued to your original payment method. Refunds will be issued within 14 days after the day on which we receive the goods back, or (if earlier) the day on which you supply evidence of having sent the goods back. If we offer to collect the goods, you will receive your refund within 14 days after the day you inform us of your decision to cancel the contract (less any applicable collection charges described above / below).

You should retain evidence of your return. Refunds will not be made if the return is not received by us and you do not have any such evidence to show the return was sent.

Your cancellation rights under the Regulations do not apply to certain categories of products such as chilled, frozen and other perishable products liable to deteriorate or expire rapidly, as well as items that are custom‑made, and newspapers, journals or magazines with the exception of subscription contracts. They also do not apply to products sealed for health or hygiene reasons if that seal has been broken.

If the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may recover that amount from you, up to the contract price.

How to cancel your order under the Regulations

If you wish to cancel your order, the simplest way to do this is to use our online refund form. Alternatively, you can use the Model Cancellation Form below and share this via Live Chat.

This summary is not a full statement of your statutory rights. For more detailed advice, please contact the Citizens Advice Bureau or your local Trading Standards Office.

Model cancellation form

To Sainsbury's Supermarkets Ltd, 33 Charterhouse Street, London EC1M 6HA
I hereby give notice that I cancel my contract of sale of the following goods [insert].
Ordered on [insert]/received on [insert]
Name of consumer(s),
Address of consumer(s),
Date