ASDA Information and Services
Customer aiding information
Cancelling or Returning your order
We’re constantly working to bring you better value and quality and we understand that you may change your mind after you have placed your order and therefore would like to return your goods to us. If this is the case please ensure that you follow the advice on the reverse of our delivery note
Cancellation of order - Due to change of mind
If the product(s) has not been dispatched we will cancel the order and full payment will be refunded. If the products(s) has been dispatched and we are unable to prevent the delivery you should refuse to sign for the goods and they will be returned to us and the cost of your order refunded.
In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case customer services will explain this to you. If you have selected installation or assembly of the product, once our fitters have started the installation/assembly you cannot cancel your order.
Up to 7 days following the day of delivery
Under the distance selling regulations you have 7 days to cancel your order starting the day after the date of delivery. You must cancel your order in writing, by email or telephone. You will be responsible for the cost of returning the goods and you must take good care of the goods whilst they are in your possession. If you do not exercise reasonable care and the goods are damaged whilst in your possession or in transit we will not be able to accept the goods.
Your rights under consumer legislation for these goods are not affected.
7 to 28 days after delivery
You will find details relating to this on the back of your delivery note. If you cancel between 7-28 days in addition to your liabilities above you will also be charged the cost of the initial delivery.
When you return your goods please return in an as new and sealable condition complete with all packaging and accessories supplied.
Please note that your right to return an item does not apply to certain items unless these items are faulty or misdescribed. Such items include:
- CDs, DVDs, videos and computer software, which may be restricted to an exchange for the same title to reduce the risk of unlicensed copying;
- perishable items;
- items which cannot be resold for health and hygiene reasons once unwrapped (for example body jewellery, mattresses, bedding, certain items of clothing, personal grooming products, medicines and certain baby products etc.);
- flat pack furniture that has been partially or fully assembled; and items which have been installed using our installation service.
You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy below. Your rights under consumer legislation for these goods are not affected.
Your delivery advice note will contain specific instructions on how to return your product.
If you are posting an item back to us we recommend that you obtain a proof of posting certificate which is provided free of charge by the Post Office.
Return of damaged, faulty or mis-described items
We are not able to accept product(s) being returned to our stores at this time
When your goods are delivered please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the delivery note “Damaged” along with a brief description of how or where the item is damaged.
If you have accepted the Goods and subsequently discover that they are faulty/mis-described or parts are missing, you are entitled to a refund, replacement or repair. Where a replacement/repair is not possible e.g. because the product/parts no longer exist then a refund will be offered. You have 28 working days from the date of receipt to return your goods to us for a full refund including where appropriate a refund of your delivery charge. In this case do not use the Goods and inform us as soon as possible following the date of receipt describing the problem in as much detail as possible.
Please retain all original packaging. Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us as soon as possible following delivery of the Goods. Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
If we arrange to have your item repaired either at your home or at an appropriate repair centre you will be requested to provide a copy of your invoice as proof of purchase from us. If the repair is chargeable we will notify you in advance.
Some products are provided with a manufacturers 12 month warranty, however if a fault is caused by misuse, negligence or accident then it may not be covered by the manufacturers warranty and therefore any repair will be chargeable. If you decide to proceed with the repair you must confirm your acceptance to us within 28 days. If the items have been sent back to us or our agents for repair and, you do not confirm acceptance of costs then the item will be sent back to you not repaired and a charge may be payable.
If you have any problems with your purchase after 28 days we can offer help and assistance. Please contact us on 0844 824 3000.
Your rights under consumer legislation and Manufacturer Guarantees are not affected.
Refund Policy
If you are entitled to a refund, on damaged, faulty or mis-described grounds we will refund you as follows:
if you return all items of your order at the same time on damaged, faulty or mis-described grounds we will refund the cost of your order and the delivery charge.
Delivery charges will not be refunded if you return only part of the order (e.g. you have ordered two items but only return one). If items are parts of a set (e.g. dining table and chairs) you must return all parts in order to qualify for a refund.
A refund of £14.00 will be made if you paid the higher basket delivery charge of £18.95 and then subsequently the ‘large’ item that created the higher delivery charge was returned on ‘faulty’ or ‘mis-described’ grounds.All refunds are credited via your original payment method. If you wish to exchange a faulty product that is part of a larger order you will not be charged when we re-deliver the item to you.
Please note refunds can take 7-10 days to appear in your bank or credit card account.
Please see full Asda Direct Terms and Conditions for more details.
Cancelling or Returning your order
We’re constantly working to bring you better value and quality and we understand that you may change your mind after you have placed your order and therefore would like to return your goods to us. If this is the case please ensure that you follow the advice on the reverse of our delivery note
Cancellation of order - Due to change of mind
If the product(s) has not been dispatched we will cancel the order and full payment will be refunded. If the products(s) has been dispatched and we are unable to prevent the delivery you should refuse to sign for the goods and they will be returned to us and the cost of your order refunded.
In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case customer services will explain this to you. If you have selected installation or assembly of the product, once our fitters have started the installation/assembly you cannot cancel your order.
Up to 7 days following the day of delivery
Under the distance selling regulations you have 7 days to cancel your order starting the day after the date of delivery. You must cancel your order in writing, by email or telephone. You will be responsible for the cost of returning the goods and you must take good care of the goods whilst they are in your possession. If you do not exercise reasonable care and the goods are damaged whilst in your possession or in transit we will not be able to accept the goods.
Your rights under consumer legislation for these goods are not affected.
7 to 28 days after delivery
You will find details relating to this on the back of your delivery note. If you cancel between 7-28 days in addition to your liabilities above you will also be charged the cost of the initial delivery.
When you return your goods please return in an as new and sealable condition complete with all packaging and accessories supplied.
Please note that your right to return an item does not apply to certain items unless these items are faulty or misdescribed. Such items include:
- CDs, DVDs, videos and computer software, which may be restricted to an exchange for the same title to reduce the risk of unlicensed copying;
- perishable items;
- items which cannot be resold for health and hygiene reasons once unwrapped (for example body jewellery, mattresses, bedding, certain items of clothing, personal grooming products, medicines and certain baby products etc.);
- flat pack furniture that has been partially or fully assembled; and items which have been installed using our installation service.
You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy below. Your rights under consumer legislation for these goods are not affected.
Your delivery advice note will contain specific instructions on how to return your product.
If you are posting an item back to us we recommend that you obtain a proof of posting certificate which is provided free of charge by the Post Office.
Return of damaged, faulty or mis-described items
We are not able to accept product(s) being returned to our stores at this time
When your goods are delivered please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the delivery note “Damaged” along with a brief description of how or where the item is damaged.
If you have accepted the Goods and subsequently discover that they are faulty/mis-described or parts are missing, you are entitled to a refund, replacement or repair. Where a replacement/repair is not possible e.g. because the product/parts no longer exist then a refund will be offered. You have 28 working days from the date of receipt to return your goods to us for a full refund including where appropriate a refund of your delivery charge. In this case do not use the Goods and inform us as soon as possible following the date of receipt describing the problem in as much detail as possible.
Please retain all original packaging. Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us as soon as possible following delivery of the Goods. Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
If we arrange to have your item repaired either at your home or at an appropriate repair centre you will be requested to provide a copy of your invoice as proof of purchase from us. If the repair is chargeable we will notify you in advance.
Some products are provided with a manufacturers 12 month warranty, however if a fault is caused by misuse, negligence or accident then it may not be covered by the manufacturers warranty and therefore any repair will be chargeable. If you decide to proceed with the repair you must confirm your acceptance to us within 28 days. If the items have been sent back to us or our agents for repair and, you do not confirm acceptance of costs then the item will be sent back to you not repaired and a charge may be payable.
If you have any problems with your purchase after 28 days we can offer help and assistance. Please contact us on 0844 824 3000.
Your rights under consumer legislation and Manufacturer Guarantees are not affected.
Refund Policy
If you are entitled to a refund, on damaged, faulty or mis-described grounds we will refund you as follows:
if you return all items of your order at the same time on damaged, faulty or mis-described grounds we will refund the cost of your order and the delivery charge.
Delivery charges will not be refunded if you return only part of the order (e.g. you have ordered two items but only return one). If items are parts of a set (e.g. dining table and chairs) you must return all parts in order to qualify for a refund.
A refund of £14.00 will be made if you paid the higher basket delivery charge of £18.95 and then subsequently the ‘large’ item that created the higher delivery charge was returned on ‘faulty’ or ‘mis-described’ grounds.All refunds are credited via your original payment method. If you wish to exchange a faulty product that is part of a larger order you will not be charged when we re-deliver the item to you.
Please note refunds can take 7-10 days to appear in your bank or credit card account.
Please see full Asda Direct Terms and Conditions for more details.
