How do I request a refund?

We always aim to deliver your shop in perfect condition, but if you're not 100% happy with something you’ve ordered, you can sort a no-quibbles refund online or through our app.

If you've received an order in the last 7 days, you can request a product refund quickly and easily if:

  • A product has not met our Fresh+ Promise. In other words, the item has not remained fresh for the number of days specified on our website.
  • You discover that there is something wrong with the product, such as packaging damage or a quality issue.

Simply select the 'Request refund' link from the Orders page and follow the instructions. 

Your feedback is really important to us

Regardless of the reason you need to request a refund, we always direct your concerns to the appropriate teams to help improve our products and services.

If more than 7 days have passed and you can no longer see the ‘Request refund’ link, please fill in our Contact Us form. This will allow us to prioritise your query and deal with it as quickly as possible.

For more information, take a look at our FAQ “What is the Ocado Fresh+ Promise?

Returns for perishable items

Unfortunately, we can't offer a refund for any perishable items you change your mind about after your delivery unless there's something wrong with the item.

Our returns policy complies 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. 

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