Asda Direct Product Terms & Conditions
Last Updated : 2nd November 2012
Please take time to read our Asda Direct Product Terms & Conditions carefully as they affect your rights and liabilities under the law
These Asda Direct Product Terms & Conditions govern purchases at //direct.asda.com and via the Asda Direct Catalogue only and for the avoidance of doubt, excludes purchases of groceries, financial service goods and from all other online areas of Asda.com.
Placing an order
Ordering is easy, browse through the catalogue, pick the product(s) you want and call Customer Services on 0800 952 0101 between 8am and 8pm, 7 days a week, or shop via the Asda Direct website. Your product(s) will then be delivered to your home or can be collected from your local ASDA store via the In Store Collection option.
Chosen by Mums, Tested by Kids
† Selected items have been chosen by mums and tested by kids. Please refer to the colleague service desk for more information. If for any reason you are not completely satisfied with your George clothing purchase, simply return it within 100 days with your proof of purchase for an exchange or refund. *The guarantee excludes all accessories (not made from cloth), footwear, jewellery and George bedding. The normal 28 day return policy applies to these exclusions with the exception of bedding which cannot be returned unless faulty or misdescribed, due to hygiene reasons. Your statutory rights are not affected.
Descriptions, prices and product information
Items either in our catalogue or on our web site are shown as accurately as possible. Despite this, slight variations in colour and appearance may occur due to technical limitations. We take great care to reproduce product descriptions and specifications provided by manufacturers accurately, but errors may occur. We will not be responsible for any errors or omissions. If there is anything which is unclear, or if you wish to obtain further information, please contact Customer Services on 0800 952 0101 between 8am and 8pm, 7 days a week.
All prices are correct at the time the Asda Direct Catalogue goes to print and when the product is added on asda.com/direct. You should always check the current price on asda.com/direct as our aim is to always keep lowering prices; therefore catalogue prices may be out of date. If there is a difference between the price of a product in the Asda Direct Catalogue and asda.com/direct, you will always be charged the lowest price. From time to time prices of products published on asda.com/direct may differ from the price offered at the same time in Asda stores.
All prices are expressed inclusive of any VAT payable (where applicable). Prices do not include the cost of delivery or any other services.
We reserve the right, however, to change prices at any time without notice to you. Every effort is made to ensure that prices shown are accurate at the time you place your order. Provided that your order has not already been delivered, then if within 14 days of accepting your order a pricing error is found in respect of any or all of the goods you have ordered, we will notify you as soon as possible detailing the mis-priced goods and offer you the option of:-
- placing a new order at the correct price for those goods;
- cancelling the whole of your order; or
- cancelling your order for the mis-priced goods and reconfirming your order for the correctly priced goods
If, within 7 days of receipt of our notice to you, you have not responded by selecting one of the available options above then:
- if all of the goods you have ordered are found to be mis-priced the entire order will be cancelled automatically and we will refund or re-credit you for any sum you have paid for those goods; or
- If only some of the goods you have ordered are found to be mis-priced, we will deliver the correctly priced goods but we will not be obliged to supply you with the mis-priced goods. In these circumstances we will refund or re-credit you for any sum you have paid for the mis-priced goods.
In the event that a pricing error is found by us, then the above options shall only apply if your order delivery has not been completed.
Eligibility to purchase
To be eligible to purchase goods from this site under English law, you must be (a) be 18 years age or over; and (b) have a credit or debit card acceptable to us in your name and (c) stipulate a delivery address within the UK and within our delivery area (which may vary according to the goods ordered); (d) and give your real name, address, phone number, email address and any other details requested.
We cannot sell knives or any other sharp products which includes such items as scissors and DIY kits that include bladed tools to you if you are under the age of 18 years.
We reserve the right to decline a new customer registration or suspend your Account at any time and at our sole discretion.
We try our best to ensure that we are always in stock. If a product is out of stock it will be labelled as 'out of stock' on Asda.com/direct. If you order from the Asda Direct Catalogue by phone you will be informed whether the product is in stock. If, for any other reason beyond our reasonable control, we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged /refunded for that product. Some items are not held in stock (e.g. furniture) and these therefore will have a longer delivery time.
To ensure availability of all our products, customers may be limited to a maximum number of the same product, this quantity may vary dependant on product availability.
Sale / Clearance Items
Items available while stocks last. Online prices may vary from those in-store. Selected lines only. Higher prices charged for a minimum of 28 days. See individual items for details.
Payments and acceptance
Payment can be made using a credit or debit card. We are able to accept ASDA Credit Card, MasterCard, Visa, Maestro, Delta, Solo, Visa Electron, or American Express although we reserve the right to vary these from time to time without notice.
Using your credit or debit card when you shop online or when using the In Store Collection option with Asda Direct is safe and fully protected. Our secure server encrypts your credit card number details along with your personal information so they are then securely transmitted over the Internet. Your browser will show you are in a secure environment by showing either a locked padlock or an image of a key in the grey bar at the bottom of the page; it may warn you that you are entering secure mode as you go to place your order.
If you purchase a product from the Asda Direct Catalogue on the phone or online you will be charged for that product when you order.
Delivery to your home or to your local ASDA store using In Store Collection
Delivery to your home or to your local ASDA store may incur a charge as detailed in our 'Delivery Information' section. The delivery charge is charged on your total order, if your order is made up of a mixture of small/medium sized products you will incur a 'standard delivery' charge but if you include a large item your delivery charge will be at the higher price.
We aim to deliver the majority of the small/medium sized items that we have to you within 4 working days for most UK postcodes. For remote UK postcodes and locations not classified as mainland UK then we will aim to deliver small/medium sized items to you within 5 working days after you have placed your order. On certain items there is a longer lead time which is up to 28 days. For orders that are delivered direct to you by our suppliers, after placing your order they will contact you to arrange a delivery date that is convenient to you.
For orders that are delivered using the In store Collection option we will provide an Estimated Collection Date at the point of order. When your order is ready for collection from the store we will email and/or text you to confirm providing you have supplied these contact details when ordering. When collecting your order from store please make sure that you bring the card you have used for payment along with your order number. If you have purchased an age-restricted item or have paid entirely for an item using an eVoucher and/or eGiftVoucher please bring a form of valid photo ID when collecting from store: Citizen Card, Driving Licence, Pass Logo, Portman, UK Passport or a Young Scots card.
A signature may sometimes be required at delivery. By placing an order you are authorising us to accept signature from another person at the same address on your behalf if you need to sign for a product and you are not present at the time of delivery.
For some products that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the product to be left if no one is present at the time of delivery, such as with a neighbour.
Ownership of a product will not pass to you until we have delivered the product to you (either directly, or by leaving it in a safe place or with a neighbour or where you have signed for it when using the In Store Collection option). This is when the contract between you and us will be deemed to have concluded. Once a product is delivered, responsibility for risk of damage to or loss of the product passes to you.
We also use third party delivery companies which may, at their discretion, leave a product in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where the product has been left.
Should your order include a large item, e.g., an American style fridge freezer or Sofa, it is your responsibility to ensure you check access to your premises before placing your order. We do advise customers to not book kitchen fitters/installation engineers until their Goods have arrived, as we will not be held responsible for any costs associated with this.
Installation and assembly services are offered for selected large domestic electrical products and Furniture. You will be charged for this service if you select it. In some instances we will also be happy to take away your old large electrical items if required. Again, you will be charged for this service if it is selected. Please select the appropriate installation and/or removal services when placing your order as they cannot be added later.
Cancelling an order - Due to change of mind prior to delivery
If the product(s) has not been dispatched we will cancel the order and full payment will be refunded. If the product(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 as well as your delivery charge. If you cancel an order due for In Store Collection you do not need to come in to store to refuse the item. The order will be cancelled and payment will be refunded. You do not need to take any further action.
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.
Cancelling an order within 28 calendar days after delivery
You are able to cancel your order within 28 calendar days after delivery to your home or to your local ASDA store using In Store Collection. You must cancel your order in writing, by email or telephone. You will be responsible for the cost of returning the goods which are not damaged, faulty or mis-described 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.
You will also be charged the cost of the initial delivery unless you cancel your order within 7 working days starting the day after the date of home delivery or collection from store if using the In Store Collection option.
Please note that your right to return an item does not apply to certain items unless these items are damaged, faulty or mis-described. 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. 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.
Your rights under consumer legislation for these goods are not affected.
Failure to collect an Item ordered under the In Store Collection option
Where you have chosen the In Store Collection option, if you fail to collect your item within 7 calendar days of being notified that the items have arrived in store, then your order will be cancelled and we will reserve the right to levy an administration charge in respect of storage and re-stocking costs which will be automatically deducted from the refundable amount. Further details of the non-collection charge is detailed in the Delivery Information section.
For non damaged or non faulty goods purchased on the George section of the Asda Direct website, you can take your unused product to any Asda / Asda Living store along with the Advice Note you received in your parcel and the Debit / Credit card which you used to buy the goods. We will refund the purchase price of the returned items or exchange for another item if you prefer.
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
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 calendar 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.
If you have collected your item using the In Store Collection option you have 28 calendar days from the date of receipt to return your goods including where appropriate a refund of your collection charge.
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 calendar 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 calendar days we can offer help and assistance. Please contact us on 0800 952 0101 between 8am and 8pm, 7 days a week.
Your rights under consumer legislation and Manufacturer Guarantees are not affected.
Please note that refunds can take 7-10 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refund payment which is due to you within 30 days from the day the order is cancelled.
For items returned which are not damaged faulty or mis-described:
If you are returning the items within 28 days after delivery to your home or, if in the UK, to your local store, we will refund the full amount you paid for the items in Pounds Sterling, including the initial delivery charges (where applicable) if you return the items within 7 working days after the day on which the items are delivered to you.
If you return the items after 7 working days from the day after the date of delivery, we will not refund the initial delivery charges which you paid to deliver the items you are returning.
You will be responsible for the cost of returning the goods which are not damaged, faulty or mis-described.
For damaged, faulty or mis-described items:
If you are entitled to a refund on damaged, faulty or mis-described grounds, we will refund you as follows:
Any items from your order which are damaged, faulty or mis-described we will refund the cost of your order and all delivery charges, including the postage cost of returning these item(s).
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.
For items delivered to your home, 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 «damaged», «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
Asda Direct eVouchers and eGiftVouchers
Asda Direct Issue 2 types of eVouchers:
1. Asda Direct eGiftVouchers which you are able to purchase for an equivalent cash amount; and
2. Asda Direct eVouchers which we may issue from time to time at no cost to you.
Asda Direct eVouchers and eGiftVouchers (together referred to as "Asda Vouchers") are valid only on Asda Direct shopping orders placed with Asda Direct subject to these Asda Direct Product Terms & Conditions. Your use of an Asda Voucher indicates your agreement to be bound by these terms and any Asda Direct terms on the Asda Voucher itself. We will only honour an Asda Voucher if it is used in line with these terms.
Asda Vouchers that have not been issued by Asda Direct cannot be used with Asda Direct.
Asda Vouchers that have been issued by Asda Direct are and shall remain the property of Asda Direct.
Asda Vouchers can be added to your account by entering the code at checkout or in the your promotions/eVouchers section in your account. To apply an Asda Voucher to your order you must select it in the promotions section at checkout.
Use of an Asda Voucher may be subject to you providing proof of entitlement to use the Asda Voucher.
Each Asda Voucher issued is subject to specific terms and conditions of use. Unless expressly stated otherwise:
- Asda Vouchers cannot be used in ASDA stores;
- Asda Vouchers are not transferable and there is no cash alternative available.
Each Asda Direct eVoucher issued may be subject to other terms and conditions of use which may include, amongst other things,
- only for use on orders placed on specific day(s) or within a specified period;
- only for use on orders for delivery on specific day(s);
- only for use on orders for delivery within a specified timeslot;
- only for use on orders of a specific value;
- only for use on a first order by a new customer;
- only valid on orders that must contain a specific product, or a combination of specific goods;
- may specifically exclude certain goods (which will always be tobacco, infant formula milk and prescription medicines but may exclude other goods as notified from time to time);
- cannot be used in conjunction with either specific Asda Voucher(s) or any other eVoucher(s) whatsoever.
All Asda Vouchers have an expiry date. After the expiry date the Asda Voucher will be removed from your account.
All Asda Direct eVoucher offers are subject to availability and while stocks last.
An Asda Direct eGiftVoucher value(s) may be adjusted if the total discount value is greater than the value of your order.
We reserve the right to withdraw or cancel any of our Asda Vouchers at any time, either as a whole or for specific goods or delivery areas. If this happens, then the Asda Vouchers may not be used for any orders placed after the date of withdrawal or cancellation - where an Asda Direct eGiftVoucher has been withdrawn or cancelled, we may issue a refund for an equivalent cash amount of the eGiftVoucher value or issue another eGiftVoucher for an equivalent value. We reserve the right to reject or cancel the use of an Asda Direct eVoucher where fraud or illegal misuse is suspected.
All Asda Direct eVouchers are, and will remain at all times, the property of Asda Direct and are not transferable or for resale.
No Asda Voucher may be copied, reproduced, published or distributed directly or indirectly in any form for use by anyone other than the original recipient.
In using an Asda Voucher you warrant that you are the duly authorised recipient of it. If you redeem or attempt to redeem an Asda Voucher to which you are not entitled you may be committing a civil or criminal offence.
If we believe that any Asda Voucher is being misused illegally or where fraud is suspected, we reserve the right to withdraw or cancel an Asda Voucher and take any further action as we deem appropriate.
You will have no claim against us in respect of such rejection or cancellation of an Asda Voucher.
We shall not be liable to any customer or household for any financial loss arising out of the cancellation or withdrawal of any Asda Voucher or any failure or inability of a customer to use an Asda Voucher for any reason.
If we are in breach of these Asda Direct Product Terms & Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our products are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.
The above statement shall not limit or affect our liability resulting from any products sold being found to be unsafe or if something we do negligently causes death or personal injury. Our liability to you in connection with any order will not exceed the total price charged for the items.
You may not transfer any of your rights under these Asda Direct Product Terms & Conditions to any other person. We may transfer our rights under these Asda Direct Product Terms & Conditions to another business where we reasonably believe your rights will not be affected.
If you breach these Asda Direct Product Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Asda Direct Product Terms & Conditions.
These Asda Direct Product Terms & Conditions are subject to English law and the exclusive jurisdiction of the English courts.
Recycling household electrical equipment
With effect from July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.
So that you can get your waste electrical goods recycled, ASDA have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.
Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk Don't forget to have your postcode ready to use in the "recycling facilities" locator.
Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer goods. To remind consumers of the collection methods available, which in turn allow recycling to take place, all electrical items sold now carry the crossed out wheeled bin symbol. To ensure your waste electronics don't contribute to damaging the environment, please use www.recycle-more.co.uk and recycle today.
Submitting Customer Reviews (Online Only)
You may post reviews, comments and other content; send communications; and submit suggestions, ideas, comments, questions, or other information (together referred to as "Customer Reviews"), as long as the content is not illegal, obscene, abusive, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties, or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of any content. ASDA reserves the right (but not the obligation) to remove or edit any Customer Reviews to make them suitable for publication on Asda.com.
If you do post a Customer Review, and unless otherwise indicated by ASDA, you
- grant ASDA a non-exclusive, royalty-free and fully sublicensable rights to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media; and
- ASDA and its sublicensees the right to use the name and location that you submit in connection with such Customer Review, if they choose.
You represent and warrant that you own or otherwise control all of the rights to the Customer Review that you post; that, as at the date that the Customer Review is submitted to ASDA: (i) the Customer Review is accurate; (ii) use of the Customer Review you supply does not breach any applicable ASDA policies or guidelines and will not cause injury to any person or entity. You agree to indemnify ASDA for all claims brought by a third party against ASDA arising out of or in connection with a breach of any of these warranties.
Customer Reviews will be moderated and stored by a third party. The only information shared with the third party is that which you submit in your review (e.g. nickname, rating, review, location).
Asda Direct is owned and operated by Asda Stores Limited, trading as Asda Direct whose registered office is at:
Great Wilson Street,
Company Registration: 464777
VAT registration: GB 362 0127 92
Customer Services (Asda Direct),
Great Wilson Street,
Telephone: 0800 952 0101 (lines are open between 8am and 8pm, 7 days a week)
Alternatively you can email us by clicking the Contact Us link in the footer throughout the Asda Direct website.