We have switched to Paperless invoicing

From the 3rd November 2010 when your direct order arrives, there will no longer be an invoice included with your delivery.

Your proof of purchase is your confirmation email that you receive from us when you place your order or printed receipt if you have purchased from a desk.

What this means for you?

• You can track your order and purchase history from your "My Account"
• Avoid lost invoices by having an electronic order confirmation email safely in your inbox
• Greener for the environment
• If you need to return your item to store, you will need to take your order confirmation email with you

If you can not print off your order confirmation email, not to worry. Simply take note of your order number to your nearest Tesco Direct Desk www.tesco.com/storelocator for a refund or exchange by confirming your name and address to one of our team. If you return to any other Desk you will need your printed order confirmation email.

If you are unable to get to a store, please call Customer Services on 0845 600 4411 to arrange for collection.

To help you at this busy time we're extending our normal 28 day returns policy. Any gifts you buy between 1st November and 24th December may be returned until 31st January 2012.

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Items marked with a *

For a speedy refund please take the product with your order confirmation email to your local Tesco Extra or Tesco Superstore. Your closest stores can be found at www.tesco.com/storelocator. You will be able to return the item at the Electrical Desk, Customer Service Desk or Tesco Direct Desk for a full refund.

If you are unable to get to a store, please call Customer Services on 0845 600 4411 to arrange a collection.

Please note the following:

If you're having trouble operating your electrical product or mobile phone or if it develops a fault, please call the relevant helpline (see sections above), as in our experience, many problems can be resolved quickly and efficiently over the phone. We may restrict the exchanges of CDs, DVDs, Videos and Computer Software to the same title due to the problem of unlicensed copying. For reasons of health and hygiene, body jewellery and personal grooming products cannot be returned for any reason other than manufacturing fault. Any flat-pack furniture that has been partially or fully assembled cannot be returned for any reason other than manufacturing fault.

For reasons of health and safety, paints, oils and items with petrol engines (e.g. small lawn mowers) cannot be collected by courier. When marked with a *, these specific items can only be returned to store.

Items NOT marked with a *

These items cannot be returned to store.

Please call Customer Services on 0845 600 4411 to arrange a collection.Please note the following:

If you're having trouble operating your electrical product or mobile phone or if it develops a fault, please call the relevant helpline (see sections above), as in our experience, many problems can be resolved quickly and efficiently over the phone Any flat-pack furniture that has been partially or fully assembled cannot be returned for any reason other than manufacturing fault. For reasons of health and hygiene any mattress, sofa bed or divan that has been unwrapped will be deemed as used and cannot be returned for any reason other than manufacturing fault. For Clothing returns, please return the products using the FREEPOST label and bag provided with your original delivery. If, for any reason, this is not available, please call Customer Services on 0845 600 4411, who will either provide a replacement FREEPOST bag or arrange for the product to be collected by our couriers.

Jewellery

For diamond jewellery returns

Please use the addressed packaging provided with your original delivery to ensure that your return is free. If for any reason you do not have this please call customer services who will send it to you. These items cannot be returned to store. Your statutory rights are not affected.

For full Terms and Conditions please click here.

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If any of our products fall below the high standards you expect please return them within 28 days and we will happily refund or exchange the item. Please have your invoice with you to do this.If you change your mind within 28 days, we are happy to refund or exchange the product provided it is returned, as sold, with all the original packaging, tags, labels and accessories. Please have your order confirmation email with you to do this.

Tesco Electrical and Tesco Furniture Cover Tesco Electrical and Tesco Furniture Cover are eligible for a full refund within 45 days of purchase.

Tesco Electrical Cover can be returned after 45 days but the amount refunded will be calculated according to the amount of time left until the Cover expires.

Is there anything I cannot return?

Some products can only be returned if they are faulty, so are excluded from the 28-day return policy. These include:

• perishable items
• items we cannot resell for health & hygiene reasons once unwrapped e.g. personal grooming products & earrings
• items installed using our installation service

Some items can be returned only to a store, including paints, oils & items containing petrol. Please visit tesco.com/direct for further details

To protect your personal security, we are unable to accept returns on some non-faulty imaging & recording products. These include:

• MP3 & MP4 players
• Digital cameras
• Camcorders
• Hard drives
• Laptops/desktops/netbooks/tablet PCs
• USB devices
• Digital photo frames
• Sat nav systems

Statutory rights

Nothing in our 28 day returns policy or this section affects your statutory rights. For example, you have a right to claim a repair or replacement of goods for up to 6 years from the date of purchase (5 years in Scotland) if your goods were not of satisfactory quality or fit for their purpose on the date of purchase. If you make a claim during the first 6 months, and we reject it, it's up to us to prove the goods were of satisfactory quality or fit for purpose at time of sale. After 6 months, it's up to you to show that the product had a fault or defect when it was sold. If you ordered via telephone or internet you have the right under distance selling regulations to cancel your order and receive a refund for home delivered items. This does not apply to items personalised; made to your specification; audio/ video recordings or software which are unsealed; items which by their nature cannot be returned; perishable goods; or any item ordered or collected in store. To cancel you must email or call customer services within 7 working days (not including weekends or bank holidays) the day after delivery of your order. You are required to take reasonable care of items while in your possession. If you would like to know more about your legal rights, please contact your local Trading Standards Department or Citizens Advice Bureau. Our products are for domestic and personal use only and we are not responsible for any business use loss

Tesco guarantees all its electrical, mobile phones and furniture products for one year.If you have any problems with your product when you first use it, or at any time during the warranty period, please call the Helpline.

Mobile phones

Mobile Phone Helpline 0845 300 6660, Monday to Friday 8am to 9pm and 8am to 8pm Saturday and 10 am to 6 pm on Sunday. If you need help setting up your mobile phone, please call the Mobile Phone Helpline. If your product develops a fault or needs to be repaired: Your phone may be subject to a manufacturer's warranty. Please call the Mobile Phone Helpline for advice. We'll try to repair and return your phone within 10 working days of us receiving the faulty handset. If your mobile phone is still within the warranty period, and the handset has not been damaged through misuse, we'll repair it free of charge.

If you have purchased a pay monthly mobile phone you can tell us that you would like to cancel anytime within 14 days from the date of receipt. However, this right is limited. Please see our paragraph 3 of our pay monthly handset terms for full details.

Electrical

Electrical Helpline 0845 456 6767, Monday to Saturday 9am to 8pm and Sunday 11am to 5pm. If you have any problem setting up or using your electrical product, please call the Electrical Helpline for help and advice. Tesco guarantees all its electrical products for one year. If your product develops a fault please call our helpline. If we cannot immediately resolve the issue over the phone, we will arrange a prompt repair. If a repair is not possible, a replacement or refund will be offered. Small domestic appliances or DIY products may be returned without calling the helpline first.

Computer Games & Computer Software

If the item is returned in its original condition and with a receipt, within 28 days from purchase, a refund or exchange is available. If the item is outside the 28 days, it must be returned to the manufacturer directly using their warranty. Tesco will not accept returns outside the 28 days. Software is only returnable if the product is clearly faulty and within the 28 days of purchase. If it is outside the 28 days no warranty, returns or exchange is available. If you have purchased a points card or live subscription card it is not returnable unless you can prove the code is faulty.

Other Products

For some products we have different returns policies. These include paints, oils, items with petrol engines (for example, lawn mowers) and diamond jewellery. Details of the returns policy will be indicated in the "delivery option" section next to each relevant product.

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For pre-order returns you will need to follow the information given on your returns slip: For FREEPOST returns please use the label and bag provided with your original delivery and obtain a proof of posting from the post office. If, for any reason, this is not available, please call Customer Services on, who will provide a replacement FREEPOST bag. If we do not receive the return but you have your proof of posting then we will be able action your refund. You will NOT be able to return pre-order products to a store.

For courier returns, please call customer services on 0845 600 4411 to arrange a courier collection. If you paid by cash at the store when you placed the order you will be contacted by our customer service centre to arrange a refund. If you paid by card the payment will be sent to the same card. See our refund policy in the terms and conditions

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