We always aim to deliver your shop in perfect condition, so if damages happen, we want to know!
If you've received an order in the last 7 days and something isn't right (like damaged packaging or a quality issue), you can quickly request a refund:
- Go to 'My Ocado' and then 'Orders'.
- Select the correct delivery from your 'Previous orders' list.
- Click 'Request refund' for the item(s) you want to refund.
- Tell us the quantity and the reason for the refund.
- Please add an 'Optional comment' if you have more to say – your feedback helps us improve!
- Don't forget to hit 'Continue' to submit your request.
We review every refund request to see how we can improve. We might reach out to you to provide more information and/or photos if we need more details about what happened.
More Than 7 Days?
If it's been more than 7 days since your delivery, no problem! Get in touch here.
Returns for perishable items
Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations. This might sound formal, but it simply means all our products must be of satisfactory quality, fit for purpose and as described.