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Swaps & refunds

Sorry if we got it wrong. Here’s how to get your money back.

Changed your mind?

No problem, we’ll swap the item or refund your money. Keep the receipt, packaging, tags, labels and any other important bits and get it back to us in store within 30 days.

Sorry, but we can’t refund a product that’s past its use by date, is chilled or loose (such as produce or bakery). We also can’t refund personal items like earrings and underwear or DVDs and CDs where the seal is broken.

Something poor quality?

We’ll sort things out as quickly as we can. Return the item to store with your receipt and packaging and we’ll give you your money back, as long as it’s within these time periods:

Groceries - up to the use by date.

Non-food & clothing - up to 6 months. For items bought more than 6 months ago, you may be offered a partial refund depending on the product and usage. Please contact our customer service team. Details can be found here.

Electrical problems?

If you would like support with an electrical item, we can sort it out.

Call our help line on 0800 917 7382. We are open Monday-Saturday 9am-8pm and Sunday 11am-5pm.

Getting your money back

We will refund your money in the same way you initially paid for it. You may need to go back to store to receive a refund.

  1. By credit or debit card – please allow 3-5 working days for it to show in your account.
  2. Cash
  3. Money card

Although we are part of the Tesco family, unfortunately we cannot accept any returns from Tesco and you can only return a product bought from one of our stores, back to Jack’s.

We hope all of that’s clear. Don’t worry, your statutory rights are not affected.

*Excludes pet food, baby food and formula. Either the main ingredients are British, or the products are produced in Britain. The proportion of qualifying products is rounded up to 8 out of 10 because some products are sourced from overseas when they are out of season in the UK. See in-store for details.