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What is your refund policy?

To improve safety and minimise contact between our colleagues and customers, Sainsbury’s will no longer accept refunds or exchanges on unwanted products from Thursday 26th March 2020.

Customers will still be able to return the following types of products:

  • Faulty products
  • Damaged products
  • Products with a quality issue
  • Products that customers were overcharged for
  • Clothing and General Merchandise products

Some items cannot be returned unless faulty and you can view the list here.

Customers will now have 100 days to return their General Merchandise and clothing products from the day of purchase for any purchases made from 1st March. This includes Clothing & GM products purchased in-store and online



At the moment, we're not able to accept returns unless your return falls into one of the above categories. If the item you're returning is a product we accept back and If you have a credit/debit statement showing the transaction, this can be used as proof of purchase. Alternatively, the store may also be able to provide a duplicate receipt if you can provide the date and time of transaction.

At the moment, we're not able to accept returns, please contact our delivery team on 0800 328 1700 for further advice.

We're sorry you're not happy with the quality of your items,  at the moment we're unable to accept returns to store. Please call our Careline n 0800 636 262 for further advice.

We're sorry not all your delivery has arrived, please call us on 0800 328 1700

Refunds for transactions made by debit card will take 7-10 working days

If your electrical product appears to be faulty you should contact our Electrical Helpline on 0800 63 62 62, option 4, who will assist you with queries about setting up and using your new product. If your product had developed a fault, they will be able to arrange a repair if applicable or advise you what you should do next. If following assessment your item needs to be returned to store, please ensure all manuals, accessories and components are included. For other products: If it goes wrong within 12 months, we’ll be happy to give you an exchange if the product is still available, or a full refund. Just bring it back to any of our stores with your proof of purchase. We’re sorry but we can’t accept grocery returns by post. If it’s after 12 months, you may be entitled to a replacement or partial refund for the faulty product. Please ask one of our store colleagues for more info. You can also contact our Careline on 0800 636262

We guarantee most electrical items for 1 year. If anything goes wrong in the first 30 days you can simply return the item, complete with all accessories, to any Sainsbury’s store with proof of purchase and we will be happy to give you an exchange or refund. After 30 days, but within the one year guarantee period, you should contact our Electrical Helpline on 0800 63 62 62, option 4, who will assist you and arrange a repair if applicable. Our Kitchen Collection range is slightly different and offers a 2 year guarantee. Some manufacturers offer an extended warranty as standard. Check the documentation that came with the product for more information. If there is an extended warranty you would need to contact the manufacturer directly should your product develop a fault during the second year. You should be able to find contact information for the manufacturer on the documentation that came with the product or on the manufacturers website.

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Contact information

We are currently experiencing high levels of demand for our service, thank you for your patience : - 0800 636 262

Monday to Saturday 8am - 8pm and Sunday 10am - 5pm