Complain to Tesco about faulty goods within the first 30 days
Within 30 days, a faulty product is a no-questions full refund - not a repair, not a credit note, not a store policy override. Here is the section that says so.
The law on your side
Consumer Rights Act 2015, short-term right to reject
Consumer Rights Act 2015, sections 9-11 & 20-22
- The 30-day period starts at delivery, not at purchase.
- Goods must be of satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11).
- The retailer cannot demand the original packaging - only a reasonable means to identify and return the product.
- The retailer is liable, not the manufacturer. Don’t let them deflect.
What you are owed
| Situation | Remedy |
|---|---|
| Refund (within 30 days) | Full refund, original payment method |
| Cost of returning faulty goods | Borne by the retailer (s.20(8)) |
| Time limit to reject | 30 days from delivery (s.22) |
Source: Consumer Rights Act 2015, sections 9-11 & 20-22.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Tesco Customer Service, I am writing about [PRODUCT] purchased from Tesco on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods are faulty: [DESCRIBE_FAULT]. Under section 20 of the Consumer Rights Act 2015, I have the short-term right to reject goods that do not conform to contract within 30 days of delivery and to receive a full refund. The 30-day period has not yet expired. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. I am happy to return the item; please confirm whether you will arrange a free collection or provide a pre-paid returns label, as the cost of returning faulty goods falls on the retailer. If this is not resolved, I will pursue the matter through [ADR_SCHEME / Section 75 of the Consumer Credit Act 1974 / Money Claim Online]. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the retailer
Cite section 20 of the Consumer Rights Act 2015 and request a full refund. Make clear you are exercising the short-term right to reject.
Allow 14 days for a response
- 2
Section 75 or chargeback
If you paid £100-£30,000 by credit card, your card provider is jointly liable under Section 75 of the Consumer Credit Act 1974. If you paid by debit card, ask your bank for a chargeback.
- 3
Trading Standards via Citizens Advice
Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.
- 4
Money Claim Online
Issue a small claim for up to £10,000.
Final stop: Trading Standards (via Citizens Advice consumer service) or the retailer’s ADR scheme if signed up.
Quick answers
Can the retailer insist on a repair instead of a refund?
Not within the first 30 days. Section 20 gives you the unconditional short-term right to reject and demand a refund. After 30 days the retailer can offer a repair or replacement first.
What if I bought it on sale or in clearance?
The same statutory rights apply. The only thing that changes is what counts as satisfactory quality - the retailer can argue a known cosmetic flaw flagged at sale isn’t a defect, but the duty of fitness for purpose still applies.
Who pays for return postage?
The retailer. Section 20(8) of the Consumer Rights Act 2015 makes the cost of returning faulty goods the trader’s responsibility.
What if the retailer says my warranty has expired?
Statutory rights and warranties are separate. A 12-month warranty does not override your six-year statutory limitation period. Cite the Consumer Rights Act 2015, not their warranty.
How do I complain to Tesco?
Pick the line that matches the problem: 0800 323 4040 for an online order, 0800 591 688 for Clubcard, 0800 505 555 for something in store. Tesco also takes complaints on WhatsApp between 7am and 11pm and through the contact form on tesco.com. Say what went wrong, quote the order number or receipt, and say what you want back: the refund, the missing items, or the points putting right.
What is the Tesco complaints email address?
Tesco does not publish one. Its contact page lists WhatsApp, three freephone numbers and an online form, and its grocery terms say plainly that orders cannot be cancelled by email either. An address like customer.service@tesco.co.uk appears on complaint directories but on none of Tesco’s own pages, so a complaint sent there has no route to their team.
Is there an ombudsman for Tesco?
No. Tesco is in no alternative dispute resolution scheme and admits it in writing: “Although we do not participate in an ADR scheme”. Supermarkets and other goods retailers have no ombudsman at all, so the ladder after Tesco is your card provider, then Trading Standards through Citizens Advice, then a county court money claim for anything still owed.
How do I get a refund from Tesco for a missing or substituted item?
Tell the driver at the door. Tesco’s grocery terms let you return any item at delivery and get a full refund if you are unhappy with the price charged or for any other reason, and a returned item comes straight off the total. If you only spot it later, call 0800 323 4040 with the order number and read out the items on the receipt that never arrived. Keep the delivery note, because that is what proves you were charged.
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Build my Tesco complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Tesco. This page summarises Consumer Rights Act 2015, short-term right to reject (Consumer Rights Act 2015, sections 9-11 & 20-22) for general guidance and is not legal advice. Always check the current statutory text before acting.