Grocery Store Product Terms & Conditions

  1. Our contract with you

    The Tesco.ie Site (from here on called "this Site") is operated by Tesco Ireland Limited (from here on called "Tesco", "we" or "us" and "our" has a related meaning).

    We want our legal relationship with you in relation to this Site to be fair and clear. We have therefore set out how the different parts of that relationship will work in three important documents, which are available on this Site. These are:

    • Our Terms and Conditions for the Use of the Tesco.ie Site (this document), which covers the general use and operation of this Site;
    • Our Terms and Conditions of Sale , which covers placing orders, receiving deliveries, making payment, returns and other related matters; and
    • Our Privacy Policy , which covers how we may use information about you and your use of this Site.

    You should read each of these documents carefully as together they form the basis of our legal relationship with you and they affect your rights and liabilities under the law.

    In addition, sometimes other terms and conditions or policies we have in place may be relevant to our legal relationship with you. These will include, for example, any terms and conditions that apply to promotions or competitions or our policy on returns

    If you do not agree to these terms and conditions, please do not use this Site. On each occasion that you then use this Site you agree to be bound by these terms and conditions, including any amendment that we may make to them.

    We may amend these terms and conditions from time to time. Any amendments will be notified to you using the e-mail address you give us or by a suitable announcement on this Site. Changes to these terms and conditions will apply after we have given such notice. If you do not wish to accept the amended terms and conditions you should not continue to use this Site. If you do continue to use this Site, you will be bound by the amended terms and conditions.

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  2. Obligation to purchase and sell

    Nothing on this Site constitutes an offer to sell any product shown. Any order you place on this Site is an offer to Tesco to sell you the product ordered. Your offer will remain open until you withdraw it in accordance with clause 7 of these terms and conditions or it is accepted by us. We may accept your offer by making a delivery to you. The contract for the sale of the product will be formed when our driver arrives at the delivery address.

    We may decline to sell any product you have ordered without giving any reason and without any liability to you. Without restricting this, we will decline to sell products where they are not available or where we believe that the order has not been placed by a consumer.

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  3. Transfer of ownership

    You will own the products dispatched to you from the time they are delivered to you. Until then, they will remain the property of Tesco.

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  4. Prices

    The price you will be charged for a product you have ordered will be the price at which it is on sale in store at the time your order is put together for dispatch. Because the prices of products may change frequently, this may not be the price at which the product was displayed on this Site at the time you place your order.

    You may therefore return any product we deliver if the price charged has increased from the price shown on this Site when your order was placed. We will refund the price you have paid for this product where necessary.

    In addition to paying for the products dispatched to you, you will have to pay for delivery at the rate applicable for the date and time of your delivery.

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  5. Availability of product

    If a product you have ordered is unavailable, we may dispatch a suitable alternative product. You may instruct us not to dispatch such alternative products using the option for the purpose on the Site.

    If a product you have ordered not available in the quantity you have ordered, we may dispatch a lower quantity.

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  6. Delivery

    Delivery addresses must be in areas of Ireland (this excludes Northern Ireland) which are serviced by the Tesco.ie delivery service. Details of these areas are available on this Site.

    If you do not return the goods within 21 days of your cancellation, we will make a charge in respect of the cost of recovering the goods. If you do not return the goods or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and you will be charged for your order at the price set out on the web site. This does not affect your statutory rights.

    Delivery will be made to the address you give when you place your order. We will deliver your order to the main entrance of the delivery address, where it is safe to do so, or otherwise as near as practicable to that entrance. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if the driver is satisfied that they have appropriate permission and that it is safe and practical to do so.

    We will use our best endeavours to deliver your order within the times you request when you place your order. However, we will not be liable to you if we fail to do so.

    All goods must be signed for on delivery by an adult aged 18 years or over. Tesco follows a "Think 25" policy, so if the person receiving the goods looks under 25, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods may be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).

    If there is no answer at the delivery address you give, our driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to arrange redelivery. A further charge may become payable for redeliveries.

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  7. Cancellation and amendment of orders

    You may cancel or change any of your current orders up until the amendment cut-off point specified on the Homepage or My Grocery Orders page of this Site by:

    • going to My Account and clicking on My Grocery Orders; or
    • calling Customer Service.

    Orders cannot be cancelled by email.

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  8. Returns and Refunds

    When you buy from our Grocery website, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

    If you change your mind

    If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

    Product Period for Return
    Perishable goods (e.g. food) Hand back to the driver at the time of delivery or member of staff at collection (as applicable)
    Non-perishable goods (e.g. toiletries, cleaning products) Hand back to driver at time of delivery or member of staff at collection (as applicable)   OR   Bring to a Tesco store within 28 days of delivery along with proof of purchase

    You should take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed cleaning products).

    If you have received faulty or damaged goods

    You may hand any faulty or damaged goods back to the driver at the time of delivery or a member of staff when collecting your order (as applicable) for a refund or return to a Tesco store (with proof of purchase) for a refund or exchange. For perishable items we ask you do this no later than 7 days after the date of delivery or collection.

    When you return goods

    When you return the goods to us, please also let us have all the original packaging, tags, labels and any accessories.

    Getting your refund

    If you are entitled to a refund, we will refund you as follows:

    • 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.

    Refunds for products purchased under a promotional offer will be based on the terms of the promotional price.

    In the event of a refund, all Clubcard points received for the purchase of a refunded product will be removed from your Clubcard account.

    Your statutory rights

    Nothing in our returns policy affects your statutory rights.

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  9. Payment

    We accept Visa, Mastercard, American Express and Laser in payment. We do not accept cash, cheques, any paper vouchers or coupons or any other forms of payment.

    Your card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of placing your order.

    You will not be charged for products until they are dispatched.

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  10. General

    In no circumstances will our liability to you in connection with any order exceed the total price charged for the relevant items.

    The Site is for use by persons in Ireland only. If you access the Site from any other country you do are responsible for compliance with laws there. Accessing the Site from countries where such access or the contents of the Site are illegal is prohibited.

    These terms and conditions shall be governed by and construed in accordance with the laws of Ireland.

    In these terms and conditions the singular includes the plural and vice versa.

    If any provision of these terms and conditions is found to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions of these terms and conditions, which shall remain in full force and effect.

    You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions.

    If you breach these terms and conditions and we do not take any action, that will not affect our ability to rely on these terms and conditions later.

    We shall not be liable for any breach of these terms and conditions caused by circumstances beyond our control.

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  11. Customer Services

    If you have an order query, please e-mail us at online@tesco.ie or you can contact us by telephone us on 00 800 00 225533. Our customer service centre is open 7am- 11pm Monday to Saturday and 9am to 10pm on Sunday.

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The Tesco.ie Site is owned and operated by Tesco Ireland Limited a company registered in Ireland whose registered office is at Gresham House, Marine Road, Dun Laoghaire, Co Dublin.

If you have any queries please contact Customer Services at online@tesco.ie.

Last update 25 June 2009 Tesco Ireland Limited 2011