Tesco issues statement to customers over refunds as it explains rules

Tesco has clarified their refund policy following a customer query about the timeframe for receiving their money back. The customer reached out on X: "I got a refund onto my card in store on Friday but it’s not in my bank yet. Do you know how long it will take? "

Responding to the customer, Tesco first offered their apologies for any inconvenience. The shop chain then explained: "It can take 3-5 working days for the funds to appear back in your account, so you should see the refund by Friday."

The process for getting your refund varies depending on the original payment method, as per Tesco's guidelines. For payments made with credit or debit cards, the shop's website outlines that "your money will go back onto the same card. Please allow 3-5 working days for the refund to show in your account."

Clubcard users will receive points equal to the value of their purchase if they shopped online, while those who used a gift card or money card will have the amount refunded onto a Tesco gift or money card. While a week may feel like a lengthy wait for a refund, other big name supermarkets have similar policies.

Morrisons informs its customers that they could wait between 7 and 10 days "from the date we have processed the refund" before seeing their money returned. Sainsbury's warns it customers that refunds for purchases made with a debit card "may take 5-7 days (including weekends and bank holidays)".

Meanwhile, Asda has a policy that refund times "can vary depending on how you chose to return your items to us", with the group suggesting you should contact the store if the refund hasn't appeared after 14 days.

How to get a refund at Tesco if you've changed your mind

Tesco says: "We’d like you to be happy with everything you buy from us. But if you change your mind, you can return the product with your proof of purchase within 30 days, and we’ll happily offer a replacement or refund.

"Please be aware that some products have different return limits and exceptions if you change your mind. To find the returns requirements and instructions for your product, please read the relevant FAQ."

What happens when you receive a Tesco refund?

Tesco says: "Once we've received your product, we’ll refund your money in the same way you initially paid for it." They say this will either be by:

1. Credit or debit card – Your money will go back onto the same card. Allow 3-5 working days for the refund to show in your account.
2. Clubcard vouchers – They will give you the equivalent value in Clubcard points for online purchases.
3. Gift card or money card – Your money will go back onto a Tesco gift card or money card.

Tesco say on their website: "If you paid an offer price, your refund will be based on that promotional price. If you are returning items that were purchased on a promotion, such as ‘Buy 1 get 1 half price’ or ‘3 for 2’, then the promotion will no longer apply and your refund value will be adjusted accordingly.

"If you gained Clubcard points for your purchase, they will be deducted from your account when you return the product. This applies to in-store purchases only, it doesn't apply to groceries purchased online."

However, if you used more than one method of payment for your product, and you are returning only some of the goods in your order, Tesco refunds are provided in the following order:

1. Clubcard voucher (as Clubcard points, for in-store purchases only)
2. Tesco gift card
3. Credit or debit card

If you have any questions about receiving a refund, please see the Tesco Contact us page for further help and support.