Tesco Direct Product Terms & Conditions
Please read these Product Terms & Conditions carefully as they affect your rights and liabilities under the law and set out the terms under which Tesco makes items available to you via Tesco Direct.
[Purchases are also subject to General Terms & Conditions, please click here for these.]
1. Descriptions, prices and product information
We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur. We provide you with product information on Tesco.com ("Tesco Direct Site") or in the Tesco Direct catalogue ("Tesco Direct Catalogue"). If there is anything which you do not understand, or if you wish to obtain further information, please contact Customer Services on 0845 600 4411†.
Every effort is made to ensure that prices shown for items are correct at the time the Tesco Direct Catalogue goes to print and when the item is added onto the Tesco Direct Site. Tesco Direct Catalogue prices may go out of date, so you should always check the up to date price on the Tesco Direct Site. If there is a difference between the price for an item in the Tesco Direct Catalogue and the Tesco Direct Site, you will be charged the price on the Tesco Direct Site. The price offered in respect of an item on the Tesco Direct Site may differ from the price offered at the same time in Tesco stores. We are under no obligation to honour any in-store price or promotion in the event that it differs from those on the Tesco Direct Site or in the Tesco Direct Catalogue.
If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy in section 7 below.
All prices are expressed inclusive of any VAT payable unless otherwise stated.
The price of an item does not include the delivery charge, which will depend on the delivery method you choose. The rate applicable for the delivery charge will be calculated at the date you place your order. For more information on delivery arrangements see delivery information.
2. Availability
We try to ensure that we always stock the full product range. If an item is out of stock it will be labelled out of stock on the Tesco Direct Site. If you order from the Tesco Direct Catalogue by phone or in-store you will be told if the item is in stock. If for any other reason beyond our reasonable control we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for that item.
Some items are only available to purchasers above a certain age.
3. Bulk purchase policy on mobile phones
We operate a bulk purchase policy. In the wider interests of all our customers, purchases are restricted to a maximum of one mobile phone or two SIM cards per customer per order. If a customer orders more than five phones to the same address the order will not be fulfilled.
4. Payment and acceptance
If you buy an item from the Tesco Direct Catalogue on the phone, in-store or online you will be charged for an item at the time you place your order. After this time, you cannot amend your order (but please see our cancellation policy in section 6 below).
Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually despatch an item to you, at which point a contract will be made between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy in section 7 below.
Where items are despatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched.
If you place an order for a television or television receiving equipment (e.g. DVD recorders, set-top boxes or PC with Broadcast (TV) cards) we will inform the TV Licensing Authority of your name, address and order details.
5. Delivery
Delivery will be made to the address specified when you complete the order. You may choose to collect some items (as indicated on the Tesco Direct Site or in the Tesco Direct Catalogue) from your selected Tesco store.
Please note we only deliver to addresses within England, Scotland, Wales and Northern Ireland.
We use a variety of delivery methods, depending on the size of the item you order and the speed with which you wish to receive it. For more information on delivery arrangements and prices see delivery information. Some items are delivered directly by the supplier and the supplier will contact you to arrange delivery.
We aim to deliver most of your larger items within 14 days. Whilst we make every effort to deliver all your items within 30 days of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting an item to you within that time.
Sometimes a signature is required at delivery. By placing an order you are authorising us to accept signature from another person on your behalf if you need to sign for an item and you are not present at the time of delivery. For some items that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the item to be left if no one is present at the time of delivery, such as with a neighbour. We also use third party delivery companies which may, at their discretion, leave an item in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where it has left the item.
Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered, risk of damage to or loss of the item passes to you.
We offer installation services for selected large domestic electrical items. You will be charged for this service if you select it. We would also be happy to take away your old large electrical items. Again, you will be charged for this service if you select it. Please select the appropriate installation and/or removal services when placing your order.
6. Cancellation of order
If you order using Tesco Direct you have the right to cancel your order up to 28 days following the receipt of an item by contacting Customer Services. You also have the right to cancel any extended warranty you have purchased up to 45 days from the date you purchase it.
If the item(s) have not been dispatched we will cancel the order and we will refund payment in accordance with our refund policy in section 7 below. If the item(s) have been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that the item(s) are returned to us and we will refund in accordance with our refund policy in section 7 below. If you have arranged to collect an item from a Tesco store we will automatically cancel the order if you do not collect the item within 14 days from the date notified to you when you placed your order and will refund you in accordance with our refund policy in section 7 below. Alternatively, if you have already taken delivery or collected from in-store please follow the procedure under 'Non-faulty items' in section 8 below.
Sometimes you may not be able to part cancel an order. If this is the case, Customer Services will explain this to you.
7. Refund policy
If you are entitled to a refund, we will refund you as follows:
- If you paid by cash and obtain your refund in-store, we will refund you in cash up to a limit of £2,000; for all other refunds of cash purchases, we will send you a cheque;
- if you paid by payment card, we will refund you on the payment card;
- if you paid by Gift Card/moneycard, we will refund you on your payment card or send you a cheque; and
- if you paid by Clubcard voucher we will refund you on your payment card or send you a cheque or give you the equivalent in Clubcard points.
- In the event of a refund, all Clubcard points received for the purchase of a refunded item will be removed from your Clubcard account.
- We will refund the delivery charge in full if you return all items of your order at the same time. If you choose to keep some of the items, we will retain the balance of the delivery charge that applies to the items you keep.
8. Returns instructions
We hope that you will be happy with your purchase but should you wish to return or exchange an item please follow the instructions on the back of the invoice which accompanied delivery or follow the instructions below.
8.1 Non-faulty items
Please let us know if you wish to return an item within 28 days of receipt by following the instructions on the back of the invoice. Only some items can be returned to a Tesco store so please do check.
Please note that your right to return an item does not apply to certain items unless the item has a manufacturing fault (in which case see section 8.2 below). Such items include:
- CDs, DVDs, videos and computer software, which may be restricted to an exchange for the same title due to the problem of unlicensed copying;
- perishable items;
- items which cannot be resold for health and hygiene reasons once unwrapped (for example body jewellery, mattresses, sofabeds, divans and personal grooming products);
- flat pack furniture that has been partially or fully assembled; and
- items which have been installed using our installation service.
You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy in section 7 above.
If you do not return the item as instructed within 28 days of cancellation, we may make a charge in respect of the cost of recovering (or attempting to recover) the item.
If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on the Tesco Direct Site. This does not affect your statutory rights.
For some products we have different returns policies. These include paints, oils, items with petrol engines (for example, lawn mowers) and diamond jewellery. For a full list of such products and further details on how to return them please see Returns, or call 0845 600 4411†.
8.2 Faulty items
Some, but not all, items are sold with 12 month warranties. For some items you can also choose to purchase an extended warranty when you place your order. Please see Extended Warranties for the terms and conditions relating to these.
If you have any problems with your purchase we can offer help and assistance. Please contact the following helplines: for electrical items 0845 456 6767 †; for mobile phones please contact 0845 300 6660†; for all other items please call Customer Services on 0845 600 4411†.
If we arrange for an item to be repaired, please also send a copy of the invoice which accompanied delivery. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. (If a repair is chargeable, we will tell you in advance.)
Repair turnaround time is dependant on the relevant manufacturer's current workload. We will not accept any claims for losses you suffer during this time.
If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it will not be covered by the manufacturer's warranty. Service estimates for an item not covered by the manufacturer's warranty will be chargeable. An estimate will be emailed (or sent to you by post if we do not have an email address for you) and confirmation of acceptance is required within 10 days. Where such acceptance is not received, the item will be returned not repaired and a charge may be payable.
All warranty repairs will be returned to you at the cost of Tesco Direct.
8.3. Extended warranties
If you would like to cancel your extended warranty, please let us know within 45 days of purchase.
Nothing in this section 8 affects your statutory rights. For example, you have a right to claim a repair or replacement of electrical goods for up to six years (five years in Scotland) if your goods were not of satisfactory quality or fit for their purpose on the date of purchase. Within the first six months, Tesco would need to prove that the products were of satisfactory quality or fit for their purpose. If the claim was to arise after the initial six month period, the customer would have to prove that the goods were not of satisfactory quality or fit for their purpose.
- If you would like further information about your legal rights please contact your local Trading Standards Department or Citizens Advice Bureau.
9. Payments
You can pay by cash (in-store only), American Express, Mastercard or Visa credit card, Maestro, Solo or Delta debit card and Clubcard Plus. We also accept Gift Card and Clubcard vouchers. We unfortunately cannot accept any other type of card, e.g. Visa Electron.
Certain additional payment options may be available to you as a Tesco Personal Finance credit card holder. For information on these please see Buy Now Pay Later.
For use of Tesco Gift Card, Clubcard vouchers and eCoupons please see section 10 below.
Your credit/debit card details will be encrypted by the Tesco Direct Site to minimise the possibility of unauthorised access or disclosure.
Authority for payment must be given at the time of order. If there is a problem taking payment for all or part of your order we will contact you by email (or by telephone if you have not given us an email address).
10. Free gifts and promotional items; use of Gift Cards, Clubcard vouchers and eCoupons
Free gifts and promotional items that are given away in conjunction with a purchase may be despatched to you separately and delivery times may vary.
If you change your mind and return your item under the returns policy in section 8 above you must also return any free gift or promotional item associated with the promotion and received by you as a result of that order.
We accept Tesco Gift Cards/moneycards, Clubcard vouchers and eCoupons, subject to the General Terms & Conditions of Tesco.com and any other specific conditions notified to you on the issue of such Gift Cards/moneycard, Clubcard vouchers or eCoupons. eCoupons can only be used on the Tesco Direct Site.
10.1 Double up terms and conditions
Please see Clubcard terms and conditions.
10.2 £5 when you spend £50 Catalogue Scanning Offer
To claim your coupon you must scan the new catalogue when you checkout in store from 11/09/09. The coupon is not available from petrol filling stations, self scan checkouts or tobacco kiosk. Coupons can be claimed up to and including 04/10/09. Your coupon entitles you to £5 off when you spend £50 on Tesco Direct, excluding delivery charges. One coupon per customer and one coupon per transaction. Valid on orders placed on or before 01/11/09. Cannot be used in conjunction with any other coupon, including Double Up vouchers.
11. Our responsibility to you
If we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our products are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.
This paragraph 11 shall not limit or affect our liability resulting from any products sold being found to be unsafe or if something we do negligently causes death or personal injury.
Our liability to you in connection with any order will not exceed the total price charged for the items.
12. General
You may not transfer any of your rights under these Product Terms & Conditions to any other person. We may transfer our rights under these Product Terms & Conditions to another business where we reasonably believe your rights will not be affected.
If you breach these Product Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Product Terms & Conditions.
We shall not be responsible for any breach of these Product Terms & Conditions caused by circumstances beyond our reasonable control.
Except as expressly set out in these Product Terms & Conditions, all use of your personal information will be made in accordance with our Privacy Policy.
When ordering from the Tesco Direct Site we accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.
These Product Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
13. Customer Services
If you have any queries, please contact us.
Tesco Direct is owned and operated by Tesco Stores Limited, trading as Tesco Direct, a company registered in England whose registered office is at:
Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL
Company Registration No. 519500
VAT No. GB220 4302 31
Last Updated: 04/09/2006
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