Welcome to Sainsbury’s Help Centre

Buying online from sainsburys.co.uk

Acceptance of our terms

These are the Terms and Conditions which apply when buying online groceries from sainsburys.co.uk. Please read this agreement carefully.  They should be read in conjunction with the 'Use of Website' Terms and Conditions and our Privacy Policy.  If you do not agree to these, then you may not use this Website.  

You are permitted to use our Website solely on the basis of these Terms and Conditions.
We reserve the right, at our discretion, to update and/or revise these Terms and Conditions. Please check periodically for changes.

If you have any questions relating to these Terms and Conditions please contact our Customer Care Team by email, or call us on 0800 328 1700 between 8am - 11pm. Please note that all calls to us are free from BT land lines, mobile providers and other networks may vary. Calls may be recorded for training and security purposes.

Terms and Conditions 

 

 

 

1. Grocery registration and contract

1.1 'Sainsbury's' means Sainsbury's Supermarkets Limited. You are the customer. You agree to purchase services and goods from Sainsbury's subject to these Terms and Conditions and our Privacy Policy which will apply to all transactions using our grocery service.  Please read through these terms and conditions carefully before using this website. By using the sainsburys.co.uk site, you acknowledge that you have read and understood our Privacy Policy.

1.2 Sainsbury's reserves the right to alter or withdraw the grocery service at any time, to refuse the service to any customer and to amend these Terms and Conditions and the 'Help' section of this Website.  If we make any changes to these terms, we will let you know as soon as possible by posting the changes on our Website and updating the date below. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website.  Your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

1.3 You must be 18 years or over and must complete the registration procedure to use our grocery service.

1.4 By registering for this service you agree that the details provided by you on registration, or at any time, are correct and complete.  You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.  You must give us your real name, address, phone number, email address and any other details that we may require to process your order.

1.5 Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By registering with our grocery service, you accept that your email address may be used to supply you with such information. Registration data and certain other information about you is used in accordance with our Privacy Policy.  By using the sainsburys.co.uk site, you acknowledge that you have read and understood our Privacy Policy.

1.6 It is your responsibility to keep your password secure. We reserve the right to modify or withdraw a password at our discretion.  Your password is exclusive to you.  It should not be shared and must be treated as confidential.  If you become aware of misuse then you must Contact Us immediately.

1.7 Customers using our grocery service accept the need to have their credit or debit card details registered with Sainsbury's prior to ordering. These details are held in an encrypted form on the Sainsbury's database and will only be used for payment on account and/or payment of goods and services received by you using our grocery service.

1.8 We reserve the right to:

• Decline a new customer registration or suspend or terminate a customer’s account at any time and at our sole discretion.

• At our absolute discretion to terminate your access to all or part of this service with or without notice.

1.9 The contract between you and Sainsbury's is not concluded until such time as you accept goods at the time of delivery.  You are entitled to refuse some of or all of the goods before signing for them. You, or someone aged 18 or over authorised by you, must be available to inspect the goods at the time of delivery.

1.10 Risk of loss and damage of products passes to you on the date the goods are delivered to you or are left with a person or place nominated by you. Sainsbury’s will not be responsible for any loss or damage caused to the goods after the contract has been concluded.

2. Grocery pricing and payment

2.1 The prices shown on this Website at the time of ordering are guide prices.  The prices you will be charged for goods will be the actual prices displayed in the store at which your goods are selected on the day of delivery, including any promotional offers if applicable. You accept that prices of goods may, therefore, increase or decrease between the day of ordering and the day of delivery.

2.2 The weight of some goods may vary marginally from that ordered and the price may change to reflect actual weight - if it weighs a little less you pay a little less and if it weighs a little more you pay a little more. Prices in ‘My basket’ are estimates only.

2.3 Where applicable, prices include Value Added Tax. The prices on the website reflect the current rate of VAT and not necessarily the rate you will be charged on the day of your delivery.  Business customers may obtain a VAT receipt by contacting our Customer Care Team by email, or call us on 0800 328 1700 between 8am - 11pm.

2.4 You will not be charged until your order is ready for delivery or collection. We will verify your payment details at the time you place your order.  To ensure that your payment card details are not being used without your consent, we may validate your name, address and other personal information supplied by you during the order process against appropriate third party databases. By placing an order you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. These tests are done only to confirm your identity, a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with all applicable Data Protection legislation. 

2.5 Payment will be taken on the day of delivery or collection to cover the cost of all goods ordered and any alternative substituted goods at the in-store selling price prevailing that day, as well as the delivery or collection charge. Methods of payment are described in ‘Prices and Payment’ within the ‘help’ section of this Website.

2.6 If, on the delivery date, we are unable to process your credit card payment we will make a further attempt to process them.  If we are unable to do so our Customer Care Team will contact you to request new details.  Once these are authorised your delivery will be made.

3. Supply of grocery goods ordered and alternate goods

3.1 Goods will not be supplied for the purposes of resale, and are only supplied for your own use as a consumer. We reserve the right to refuse orders including those that we consider are for commercial or non-domestic purposes, or subject to onward delivery by a 3rd party.  Where products are used for non-domestic purposes we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.

3.2 Transactions involving alcohol may only be made during normal licensing hours. In Scotland this means that orders containing alcohol cannot be delivered before 10am.  Minimum Unit Pricing for alcohol applies in Scotland and we cannot not sell alcohol below the minimum permitted price.

3.3 Food goods are supplied at the temperature appropriate to that food.

3.4 Goods are subject to availability and prevailing market conditions, If any goods you wish to purchase are not available, Sainsbury's will try to offer you 'alternative goods' similar to the goods you have requested, which may be a different price. Please note we will attempt to deliver substitute products should selected products be unavailable unless you request us not to do so.

3.5 We will tell you which items have been substituted and with what. You do not have to accept the alternative goods offered by Sainsbury's. Acceptance or rejection of any alternative goods does not occur until you have the opportunity to inspect them at the time of delivery. Where alternative products are accepted, customers should check product packaging for the most up to date nutritional information and allergen warnings, as these may differ from the products originally ordered.

3.6 Although we take all reasonable care to ensure that recipe and additional nutritional information appearing on the Website are correct at the time when the information was inputted onto the system, the information appearing on this Website at any time may not reflect the exact position at the moment you place an order.  Customers are advised to check product packaging for nutritional information and allergen warnings before consumption, as product information is subject to change after publication of the recipe.

3.7 You should always read the product label to ensure you are following the most up-to-date information.  This is especially important if you have an allergy or intolerance.  Allergen information can be found highlighted in the ingredients list on the back of pack.

4. Ordering of multiple or bulky grocery items

4.1 Orders for more than 12 units of a single product line may be fulfilled subject to availability and at the discretion of the store. Other limits may apply to alcohol or other products. To ensure we have the greatest opportunity of fulfilling larger orders, please give us at least 7 days’ notice of your request via our Customer Care Team on 0800 328 1700. Our website Help Centre states the online order limits for alcohol purchases.

4.2 Quantities of goods supplied per order may be limited if the order limits availability for other customers or creates a potential health and safety issue for our drivers.

4.3 Due to concerns regarding the health and safety of our delivery drivers, we reserve the right to limit orders of certain bulky items, such as bottled water. For examples of the product categories included and their limits, please see our ‘Help’ section for more details.

5. Placing a grocery order

5.1 Enter your postcode or log in to see the online grocery ordering options available in your area. You will see the available options on the 'Book Delivery' page.

5.2 The Website Checkout page sets out the details of your shopping and may be edited by you before you Place your Order.  After you have placed your order we will send you a confirmation email showing an estimated total cost and details of the products you have ordered. The contract between you and Sainsbury's is not concluded until such time as you accept goods at the time of delivery or collection.  You may edit your order in advance of delivery or collection in accordance with Term 12.  You are entitled to refuse some of or all of the goods before signing for them on the day of delivery or collection.

5.3 There is a £25 minimum order value on any grocery delivery order. Orders over £40 will be charged a delivery fee which will vary according to the delivery slot you choose. See Term 6 for details of our standard (from next day) delivery service and Term 7 for details of our Same Day delivery service available in selected postcode areas.

5.4 There is no minimum order value on any grocery Click & Collect order.  See Term 8 for details of our standard (from next day) Click & Collect service available in selected store locations or Term 9 for details of our Same Day Click & Collect service available in selected store locations.

5.5 From time to time we may conduct delivery or collection trials. As part of these trials, delivery or Click & Collect fees may vary from our normal charges.  The online 'Book Delivery' page will show the charges that will apply according to the delivery/collection date, your chosen slot and value of your shopping.

5.6 Sainsbury's reserves the right to amend delivery and collection fees at any time without notice.

5.7 A Delivery Pass service is available.  Please see our Help section for details.

6. Standard (from next day) Delivery

6.1 Our standard (from next day) grocery delivery service is available in most of the UK mainland.  We also offer our service from selected stores in Northern Ireland.

6.2 The Service is available for online grocery orders only and delivery slots are subject to availability. Available slots may be seen up to 21 days in advance. Enter your postcode or log in to see the delivery slots available to you. We make every effort to deliver goods within the estimated timescales.

6.3 There is a £25 minimum order value on any standard grocery delivery order. Orders over £40 will be charged a delivery fee which will vary according to the delivery slot you choose.

6.4 Orders under £40 will be charged a maximum delivery fee of £7.  The online 'book delivery' page will show the charges that will apply according to the delivery date, your delivery slot and value of your shopping.

6.5 All grocery delivery slots are subject to availability. You can amend your standard delivery order until 11pm on the day before delivery. You must check out again to save any changes and to reserve your delivery time. The total shopping bill will be deducted from the nominated card on the day of delivery. If you wish to cancel your order after 11pm on the day before delivery please ring our contact centre on 0800 636 262. 

6.6 If you have elected to pay the standard charge for carrier bags, your shopping will be pre-packed in bags although some bulky or larger items will be supplied loose.

6.7 Sainsbury's reserves the right to amend or terminate the availability of the standard (from next day) grocery delivery service, including the delivery charge, at any time and without notice.

7. Same Day Delivery

7.1 A Same Day Delivery service is available at a limited number of Sainsbury's stores. Customers whose post code and registered address is within catchment area of the service will be able to choose Same Day Delivery on the 'Book Delivery' page.

7.2 The service is available for online grocery orders only and delivery slots are subject to availability. Operating times vary by location.  Enter your postcode or log in to see the online ordering options available in your area.  You will see the available options on the ‘Book Delivery’ page. We make every effort to deliver goods within the estimated timescales.

7.3 There is a £25 minimum order value on Same Day delivery orders. Orders over £40 will be charged a delivery fee which will vary according to the delivery slot you choose.  Orders under £40 for our Same Day Delivery service will be charged a maximum delivery fee of £9.

7.4 There is no delivery charge for Same Day delivery orders over £100 booked for delivery on Monday to Thursday after 2 pm.

7.5 The Same Day delivery service is available for orders placed before 12pm (midday) on the day of delivery.  Same Day delivery slots are available from 6pm.  A limited number of Same Day delivery slots are available and all slots are subject to availability.

7.6 You can amend your order until 12pm (midday) on the day of delivery. You must check out again to save any changes and to reserve your slot. The total shopping bill will be deducted from the nominated card on the day of delivery. If you wish to cancel your order after 12pm (midday) on the day of delivery please ring our contact centre on 0800 636 262.

7.7 Sainsbury's reserves the right to amend or terminate the availability of the Same Day Delivery service, including the delivery charge, at any time and without notice.

8. Click & Collect grocery

8.1 A standard (from next day) Click & Collect Groceries service is available at selected Sainsbury's stores. Customers whose post code and registered address is within the geographical region of the service will be able to choose Click & Collect on the 'Book Delivery' page.

8.2 The service is available for online grocery orders only and collection slots are subject to availability. Operating times vary by location.  Available slots may be seen up to 21 days in advance. Log in to see the collection slots available at that location.

8.3 There is no minimum order value on any Click & Collect Groceries Order and standard collection on a basket of £40 or more is free.  There is a charge of £4 on all orders under £40. 

8.4 The standard Click & Collect service is available for orders placed before 11pm on the day before collection. All collection slots are subject to availability. You can amend your order until 11pm on the day before collection. You must check out again to save any changes and to reserve your collection time. The total shopping bill will be deducted from the nominated card on the day of collection. If you wish to cancel your order after 11pm on the day before collection please ring our contact centre on 0800 636 262. 

8.5 Click & Collect Groceries are picked from selected stores on the day of collection and stored at the temperature appropriate to that food until you arrive. If you also use our Online Grocery home delivery service the range of available groceries may vary. Our stock levels vary throughout the day and it is possible that a substituted item may be available in store.

8.6 Your Click & Collect order will be available for collection at your chosen collection time in the car park location of your collection Store. Collection will be from a Sainsbury's collection location in the car park and will be clearly signposted. You must park in the designated Click & Collect area to collect your shopping. Customers attempting to collect in store will be directed to the car park location. If you have elected for bagless collection, your shopping will be pre-packed in crates which must be unpacked into your own shopping bags or transport.  If you have elected to pay the standard charge for carrier bags, your shopping will be pre-packed in bags although some bulky or larger items will be supplied loose.

8.7 A limited number of collection slots are available during each 1 hour collection slot. If you arrive early to collect your order you may collect it if it is available.  If your order is not yet available for collection we may ask you to wait or to return at the agreed collection time. Occasionally there may be a queue at your collection point if several customers arrive at the same time to collect their order. Our colleagues will fulfil all orders as quickly as possible. In some locations our Click & Collect service is not available for a limited period each day for replenishment purposes.

8.8 We cannot guarantee availability of car parking spaces at your chosen Click & Collect Groceries location. Car parking charges may apply and use of our car parks is subject to their Terms and Conditions.

8.9 To collect your order please bring one of the following:

  • Booking confirmation
  • Payment card
  • Valid photographic ID


8.10 Our Click & Collect service does not include a detailed check of your shopping. However, if you have any queries, please call us on 0800 328 1700 after your collection has taken place.

8.11 We reserve the right to cancel your order, return your order to store and refund your payment if you do not collect it within a reasonable time.  All uncollected orders will be returned to store at the end of the Click & Collect trading hours each day.  Times vary by location.  Orders will remain available for collection in-store until the store is closed that day. Thereafter, if not collected, your order will be cancelled.

8.12 We will make every effort to ensure your order is available for collection at your collection time but we cannot accept liability if the service is limited or unavailable due to operational reasons or circumstances beyond our control.

8.13 Sainsbury's reserves the right to amend or terminate the availability of the Click & Collect Groceries service, including the collection charge, at any time and without notice.



9. Same Day Click & Collect grocery

9.1 A Same Day Click & Collect service is available at a limited number of Sainsbury's stores.

9.2 The service is available for online grocery orders only and collection slots are subject to availability. Operating times vary by location.  Available slots may be seen on the same day only.  Enter your postcode or log in and select a collection location and if that location offers same day slots you will be able to see the slots available.

9.3 There is no minimum order value on Same Day Click & Collect Grocery orders.  There is a charge of £6 for Same Day Click & Collect orders under £40 and a charge of £2 for Same Day collection on a basket of £40 or more. 

9.4 There is no collection charge for Same Day Click & Collect orders over £100 booked for collection on Monday to Thursday after 2pm.

9.5 The Same Day Click & Collect service is available for orders placed before 12pm (midday) on the day of collection.  Same Day Click & Collect slots are available from 4pm.  A limited number of Same Day collection slots are available and all slots are subject to availability.

9.6 You can amend your order until 12pm (midday) on the day of collection. You must check out again to save any changes and to reserve your slot. The total shopping bill will be deducted from the nominated card on the day of collection. If you wish to cancel your order after 12pm (midday) on the day of collection please ring our contact centre on 0800 636 262.

9.7 Click & Collect Groceries are picked from selected stores on the day of collection and stored at the temperature appropriate to that food until you arrive. If you also use our Online Grocery home delivery service the range of available groceries may vary. Our stock levels vary throughout the day and it is possible that a substituted item may be available in store.

9.8 Your Click & Collect order will be available for collection at your chosen collection time from a Sainsbury's collection location in the car park and will be clearly signposted. You must park in the designated Click & Collect area to collect your shopping. Customers attempting to collect in store will be directed to the car park location. If you have elected for bagless collection, your shopping will be pre-packed in crates which must be unpacked into your own shopping bags or transport.  If you have elected to pay the standard charge for carrier bags, your shopping will be pre-packed in bags although some bulky or larger items will be supplied loose.

9.9 A limited number of collection slots are available during each 1 hour collection slot. If you arrive early to collect your order you may collect it if it is available.  If your order is not yet available for collection we may ask you to wait or to return at the agreed collection time. Occasionally there may be a queue at your collection point if several customers arrive at the same time to collect their order. Our colleagues will fulfil all orders as quickly as possible. In some locations our Click & Collect service is not available for a limited period each day for replenishment purposes.

9.10 We cannot guarantee availability of car parking spaces at your chosen Click & Collect Groceries location. Car parking charges may apply and use of our car parks is subject to their Terms and Conditions.

9.11 To collect your order please bring one of the following:

  • Booking confirmation
  • Payment card
  • Valid photographic ID


9.12 Our Click & Collect service does not include a detailed check of your shopping. However, if you have any queries, please call us on 0800 328 1700 after your collection has taken place.

9.13 We reserve the right to cancel your order, return your order to store and refund your payment if you do not collect it within a reasonable time.  All uncollected orders will be returned to store at the end of the Click & Collect trading hours each day.  Times vary by location.  Orders will remain available for collection in-store until the store is closed that day. Thereafter, if not collected, your order will be cancelled.

9.14 We will make every effort to ensure your order is available for collection at your collection time but we cannot accept liability if the service is limited or unavailable due to operational reasons or circumstances beyond our control.

9.15 Sainsbury's reserves the right to amend or terminate the availability of the Same Day Click & Collect Groceries service, including the collection charge, at any time and without notice.



10. Grocery Free delivery offer

10.1 Subject to 10.3 below, there is a £25 minimum order value on any grocery delivery order. Orders over £40 will be charged a delivery fee which will vary according to the delivery slot you choose. Standard delivery orders under £40 will be charged a maximum delivery fee of £7.  Same Day (where available), delivery orders under £40 will be charged a maximum delivery fee of £9. 

10.2 There is no delivery or collection charge for orders over £100 booked for standard or same day delivery or Click & Collect on Monday to Thursday after 2pm.

10.3 From time to time we may conduct delivery or collection trials.  As part of these trials, delivery or collection charges may vary from our normal charges.  The online 'book delivery' page will show the charges that will apply according to the delivery or collection date, your chosen slot and value of your shopping.

10.4 Delivery and collection times are subject to availability.

10.5 Sainsbury’s reserves the right to withdraw this offer at any time.

11. Grocery special offers, evouchers and Nectar

11.1 From time to time, we may provide you with evouchers, which may be redeemed by you against a first or subsequent order. Evouchers can be used only once, in accordance with the instructions detailed on the evoucher. Those instructions form part of the Terms and Conditions.

11.2 Evouchers cannot be used in respect of goods to be delivered after the expiry date - see evoucher for expiry date. Evouchers cannot be exchanged for cash, used for cash back or purchases from the tobacco kiosk, or of baby milk products, spirits and liqueurs, postage stamps and mobile phone vouchers, phone cards or charity products.  Evouchers are non-transferable and can only be used with the grocery service and cannot be used in store or on any of our online services.

11.3 Evouchers can entitle you to either money off a particular product and/or in some cases a free product. The voucher will state which product or products it applies to, the saving you may make, the evoucher code and the evoucher expiry date. Products are subject to availability while stocks last. If a product for which you have an evoucher is not available and we deliver a substitute the evoucher will automatically be applied to the substitute.

11.4 Evouchers made available to you on the website will state an expiry date.  To use the evoucher you must place an order and have it delivered by this date.

11.5 Evouchers shown on sainsburys.co.uk can only be used on sainsburys.co.uk and may not be used on any other website. All evouchers are subject to these terms and conditions and any other specific conditions notified on the voucher or at the time of issue.

11.6 Each evoucher code may be used once only per customer and/or once per delivery address. Unless otherwise stated an evoucher may be used only by the named recipient, it may only be used as stated on the evoucher and not in conjunction with any other offer or evoucher.  Evouchers cannot be exchanged for cash, gift vouchers, delivery charges (except where stated) or for a whole order. We reserve the right to refuse a coupon on transactions including alcohol we consider are excessive and/or are for commercial or non-domestic purposes or subject onward sale or delivery by a third party.

11.7 From time to time we may offer first time customer evouchers. Only one first time customer voucher may be used per customer per household. Minimum qualifying spend limits and exclusions will apply. A first time voucher may not be used if you or your household have already used a first time customer offer.

11.8 An evoucher may state a minimum order value after any discounts or evouchers have been deducted.

11.9 Nectar points may be earned whilst shopping with our grocery service and you can also redeem points against your online shop.

11.10 You may convert your collected Nectar points into an evoucher to spend at sainsburys.co.uk/groceries in multiples of 500 points.

11.10.1 Existing Sainsbury’s online grocery customer should ensure their Nectar card is added to their online grocery account and linked before attempting to convert Nectar points. Your Nectar card must be linked to Nectar.com here. Please have your Nectar account password ready.

11.10.2 New online grocery customers may register at sainsburys.co.uk/groceries and add their Nectar card.  Your Nectar card must then be linked to Nectar.com here. Please have your Nectar account password ready. There will be a 24 hour delay before your Nectar points will be available to convert. 

11.10.3 To convert Nectar points into an evoucher simply follow the instructions at checkout.  Your current Nectar point balance and how many Nectar points may be converted will be displayed each time you checkout.  To convert Nectar points to an evoucher you will need to manually enter the monetary value of Nectar points you wish to convert. 

11.10.4 Nectar points can be converted in multiples of 500 points only.  500 Nectar points is the equivalent of £2.50 to spend at Sainsbury’s.  The minimum conversion value is £2.50 and the maximum conversion value is £247.50.  We regret that a Nectar evoucher cannot be used to pay for a delivery charge or carrier bag charge (where applicable).  All online grocery transactions must include a payment from your payment card.

11.10.5 You can use multiple Nectar evouchers per transaction/grocery delivery but each Nectar evoucher must be of a different value.   For example, you cannot add two Nectar evouchers of £10 each to a transaction but you could add a Nectar evoucher for £12.50 and another for £7.50.

11.10.6 Your Nectar points will be converted to an evoucher and applied to your order once you click ‘convert’.  Nectar evouchers will expire 12 months after conversion if not used.

11.10.7 Once converted it is not possible to convert the evoucher back into Nectar points.  The conversion cannot be cancelled or refunded.  Nectar points will be deducted from your account and your balance updated immediately.

11.10.8 Each Nectar evoucher must be spent in one transaction.  The value of the evoucher cannot be split across several transactions.

11.10.9 Once converted, you may choose to save your Nectar evoucher for use on a future order.  You will need to remove the Nectar evoucher from your current order by 'unticking' it in your voucher wallet. Your Nectar evoucher will then remain in your voucher wallet within checkout until you add it to a future order.  You must use your saved Nectar evoucher within 12 months otherwise it will expire.

11.10.10 If you amend your online order so that the value of your order is less than the value of your evoucher you will be asked to add additional items to your order or to ‘untick’ the Nectar evoucher and use it on a future order.  Nectar evouchers will expire if unused 12 months after conversion.

11.10.11 If, as a result of substitutions or unavailability we are unable to deliver your order in full and the value of your delivered order is less than the value of your Nectar evoucher we will credit your voucher wallet with an evoucher  for the balance.  This evoucher will appear in your voucher wallet as 'unused voucher balance' and will expire 12 months after creation. Customer Service voucher terms and conditions will apply to this voucher.  Click here for details.  For operational reasons we reserve the right to refund all or part of the balance in cash to your payment card.

11.10.12 Nectar points cannot be collected on any element of a transaction which is paid for by redeeming points. 

11.10.13 Nectar evouchers can be used online at sainsburys.co.uk/groceries only.  They cannot be used instore.

11.10.14 To read the Sainsbury’s Privacy Policy click here.

11.10.15 To read the Nectar terms and conditions and Privacy Policy click here.

11.10.16 Sainsbury’s reserves the right to withdraw or amend the Nectar evoucher conversion process at any time and without notice. 

11.11 Sainsbury’s reserves the right to withdraw or terminate any evoucher at any time. Sainsbury’s reserves the right to refuse to accept the use of an evoucher if fraud is suspected.

12. Amending or cancelling a grocery order

12.1 Changes to your standard (from next day) delivery or Click & Collect order may be made up until 11pm on the day before delivery. Orders can only be cancelled via our website and not by email. 

12.2 Changes to your Same Day delivery or Click & Collect order may be made up until 12pm (midday) on the day of delivery or collection. Orders can only be cancelled via our website and not by email. 

12.3 In Scotland only, alcohol may not be delivered or collected before 10 am.  If you have booked a slot for delivery or collection in Scotland before 10am you will not be able to add alcohol to your basket.  All alternative delivery slots are subject to availability.

12.4 Should adverse weather conditions or any other event outside our reasonable control result in a later or cancelled delivery or collection, we will contact you as soon as possible to re-schedule.  All alternative delivery or collection dates are subject to availability. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. Sainsbury’s shall be under no liability for any delay or failure to deliver within the estimated timescales.

13. Grocery delivery restrictions

13.1 We will deliver to the address specified by you when you checkout your grocery delivery order.  If you amend delivery details at checkout you will need to re-book a delivery slot.  You may subsequently amend delivery details via ‘my account’.

13.2 We reserve the right to restrict or refuse delivery requests in certain areas at any time and without notice.

13.3 You or someone aged 18 or over on your behalf must be available to receive and inspect the delivery.  Under no circumstances will goods be left unattended.

13.4 We operate a ‘Think 25’ policy.  If the person receiving the goods looks under 25 we will request proof of age.  We may retain the goods if proof of age or an alternative adult is not available.

14. Our grocery doorstep service

14.1 We will always deliver to the front door of your house or at least to the communal entrance to your block of flats.  Our drivers may also deliver beyond your threshold as well, if invited to do so and it is safe for them to.  Please see our Delivery Information section for further details.

14.2 Our delivery service does not include a detailed check of your shopping. However, if you have any queries, please call us on 0800 328 1700 after your delivery has taken place.

14.3 If your delivery is to a work address, we will always deliver to the ground floor communal entrance of your business’ building then contact you to meet our driver. We reserve the right to return your order to our store if you do not come to collect your order within a reasonable time. In this instance, we reserve the right to charge for any re-delivery. 

15. Grocery re-delivery

15.1 If you are out for the time of your scheduled delivery, or are unable to meet our driver in your workplace within a reasonable time, we reserve the right to return your order to our store and to charge a delivery charge for re-delivery.

15.2 If you have not contacted us on 0800 328 1700 within 24 hours to rearrange a failed delivery, the order will be cancelled and refunded and we may retain the delivery fee.

16. Grocery returns

16.1 If whilst inspecting the goods at the time of delivery or collection, you identify goods you do not want, you are free to decline any product for any reason (including the price). You can return them to the driver and ask him or her to take them away.

16.2 Any goods you return to our driver will be automatically refunded to the credit or debit card used to make the payment and shown as a refund on the next payment card statement. Refunds take up to 3-5 working days to reach your account.

16.3 After the driver has left, or you have collected the goods, you have the right, except for the excluded items listed in Term 16.6 below, to return goods and/or faulty goods in accordance with Sainsbury’s store returns policy.

16.4 Goods not returned to our driver at the time of delivery or collection should be returned by you at your expense with your receipt or other proof of purchase to any convenient Sainsbury's store within 30 days in original packaging in saleable condition.

16.5 Our returns policy is in addition to your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.  These Regulations permit you to notify us you wish to return goods within 14 days following the date of delivery and to return them within a further 14 days. Your statutory rights are not affected.

16.6  Unless of poor quality, faulty or handed to the driver at the time of delivery or collection, it is not possible to return baby food and milk, frozen or perishable food and drink, CDs, DVDs, audio or visual software where the seal has been broken, newspapers and magazines. 

16.7 Any refund due will be credited to the purchaser’s card within 3-5 working days.  Any delivery charge will be refunded only where the entire order may be returned (for example, does not include perishable food) and the entire order is returned within 30 days.  If returned items were part of a promotional offer or vouchers were used, the amount refunded may be reduced.

16.8 We reserve the right to remove Nectar points from returned items.

17. Carrier bag charge

17.1 You may elect to receive your grocery delivery or Click & Collect grocery order with or without carrier bags.  If you elect to receive bagless delivery/collection, your order will be provided in crates which must be unpacked and returned to Sainsbury’s at the time of delivery/collection.  For online orders where delivery/collection with carrier bags is selected at checkout, each order will incur a flat rate carrier bag charge of 40p.  The carrier bag charge is not a Sainsbury’s initiative. 

17.2 The carrier bag charge has been introduced by the Welsh, Northern Ireland, Scottish and English Governments.  The profits raised will be donated to good causes in Wales, Scotland and England.  In Northern Ireland proceeds will go to the Northern Ireland Department of the Environment.

17.3 Further information about the Carrier Bag charge can be found in our Help section.

18. Liability and Indemnity

18.1 Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability which may not otherwise be limited or excluded under applicable law.

18.2 Subject to 18.1, Sainsbury’s will use reasonable endeavours to verify the accuracy of any information on the website but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website.  Sainsbury’s will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website and accepts no liability of any kind for any loss or damage from action taken or taken in reliance on material or information contained on the website.

18.3 Subject to 18.1 above, and except for the remedies set out at Term 16 above, any indemnities, warranties, terms and conditions (whether express or implied) are hereby excluded to the fullest extent permitted under applicable law. Your statutory rights are not affected.

18.4 Subject to 18.1above, Sainsbury’s will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent on negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:

  • economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings); or
  • loss of goodwill or reputation; or
  • loss of privacy and loss of data; or
  • special or indirect losses
  • suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.

18.5 Notwithstanding the above, subject to Section 18.1, Sainsbury’s total liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same clause.

18.6 This Term 18 does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.

18.7 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.

19. General provisions

19.1 J Sainsbury plc Group includes Sainsbury’s Supermarkets Ltd, Argos Limited, Sainsbury’s Bank plc and Sainsbury’s energy services. By registering with our grocery service, you accept that your email address may be used to send you service messages and, where we have your permission, marketing. Customers wishing to change this can do so by visiting the ‘Preferences’ area in ‘My Account’. Sainsbury’s Supermarkets Ltd will use your mobile phone number (if you have provided one) to send you a reminder of your grocery delivery slot time, occasionally to contact you about your shopping order (including for market research purposes) and, where we have your permission, to send you marketing.

19.2 Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

19.3 If any part of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.

19.4 These Terms and Conditions and the documents produced in accordance with it comprise the entire agreement between you and Sainsbury's regarding each grocery order which concludes in a contract. English law is the governing law of each contract.

19.5 Sainsbury's reserves the right to alter or withdraw the grocery service at any time, to refuse the service to any customer and to amend these Terms and Conditions and the 'Help' section of this Website.  If we make any changes to these terms, we will let you know as soon as possible by posting the changes on our Website and updating the date below.

19.4 These terms and conditions were last updated on 24 May 2018.

19.5 We suggest that you print off a copy of these Terms and Conditions for your future reference.

This Sainsbury’s website is operated by Sainsbury’s Supermarkets Ltd, 33 Holborn, London, EC1N 2HT. Registered number: 03261722 (England and Wales).   VAT No. 660454836

Sainsbury’s Supermarkets Ltd is a subsidiary of J Sainsbury plc (185647).

 

 

 

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