What you can return to ASDA depends on what you bought, whether it is faulty, whether you simply changed your mind, and whether the purchase came from ASDA Groceries, George or another Asda service. Many non-perishable online grocery items can currently be returned within 30 days, while perishable, hygiene-sensitive and other excluded products have stricter rules.
A faulty or mis-described product is also treated differently from an item you simply no longer want. Keeping those two situations separate makes ASDA’s return rules much easier to understand.
Return Question 1: Is the Item Faulty?
If an item is damaged, faulty, mis-described or has parts missing, stronger return rights can apply than for a simple change of mind.
For eligible ASDA online grocery items that are not liable to deteriorate quickly, Asda currently allows a customer reporting the problem within 30 days of delivery or collection to request a refund, price reduction, repair or replacement depending on the circumstances.
After 30 days, repair or replacement may become the first remedies, with a refund or price reduction potentially available where those remedies are not suitable or possible.
Return Question 2: Did You Just Change Your Mind?
For ASDA Grocery Home Shopping, many non-perishable items that are not in an excluded category can currently be cancelled and returned within 30 days after delivery or collection for a full refund.
This does not mean every supermarket product has a 30-day change-of-mind return period.
Food that deteriorates rapidly and several restricted categories have much shorter or more limited return rights.
Chilled and Frozen Products Have Stricter Rules
Chilled and frozen products are among the categories excluded from the normal 30-day change-of-mind return right in ASDA’s current online grocery terms.
If these items are faulty, damaged, mis-described or fail to meet Asda’s quality standards, different refund or replacement rules can still apply.
Food safety and correct storage also matter because Asda may require returned food to have been stored appropriately.
Perishable Food Should Be Reported Promptly
If a rapidly deteriorating item does not meet Asda’s expected quality, the current online grocery terms say the problem should be reported before the product’s use-by or best-before date.
If a loose product has no stated use-by or best-before date, the current terms provide a seven-day period after receiving it for reporting a quality problem.
This is very different from waiting several weeks to return an ordinary household item.
Opened Hygiene-Sensitive Products Can Be Restricted
Items that cannot be resold for health or hygiene reasons after being unwrapped are among the products that do not receive the normal change-of-mind return right.
Asda’s examples include products such as body jewellery, mattresses, bedding, certain clothing, personal grooming products, medicines and certain baby products.
If one of these products is faulty or mis-described, the fact that it belongs to a restricted category does not automatically remove your consumer rights.
Newspapers, Magazines and Opened Media Are Restricted
Newspapers and magazines are included among the current excluded categories for normal online grocery change-of-mind returns.
CDs, DVDs, videos and computer software are also restricted. Asda says such media may be limited to an exchange for the same title, particularly to reduce the risk of unauthorised copying, and items should remain unused in their original security-sealed packaging where required.
Part-Assembled Flat-Pack Furniture Is Another Exception
Flat-pack furniture that has already been partly or fully assembled is excluded from the normal online grocery change-of-mind return rule.
Items installed using an Asda installation service can also fall outside the standard change-of-mind return process.
George Returns Have Their Own Rules
George clothing and home products should be checked against George’s return policy rather than assuming the online grocery rules apply unchanged.
Current George terms provide an extended return arrangement for many George-branded clothing and home products when the return conditions and proof-of-purchase requirements are met.
Some categories, including selected jewellery, furniture, mattresses and other specified products, can have separate exclusions or shorter rules.
Can a George Parcel Be Given to an ASDA Grocery Driver?
In eligible areas, some George.com and toyou partner returns can currently be handed to an ASDA grocery delivery driver when the driver is delivering an online grocery order.
The parcel currently needs to meet Asda’s return conditions, including maximum size and weight rules, secure packaging, the correct returns label and note, and a valid return QR code.
Express delivery drivers from third-party services do not accept these parcel returns.
Keep Proof of Return
If an ASDA grocery driver accepts an eligible parcel return, the driver can provide proof of return.
Keep this receipt until the return has been processed. For postal returns, proof of posting serves a similar practical purpose.
Refunds Usually Go Back Through the Payment Route
For qualifying online grocery refunds, Asda normally credits the payment card used for the order unless a permitted alternative refund method applies.
Processing time can differ from the date on which Asda approves the refund because banks and card providers also need to process the credit.
ASDA Rewards Vouchers Add Another Refund Layer
If an eligible purchase was partly paid for with an ASDA Rewards voucher and items are later returned, Asda’s current Rewards terms say the appropriate voucher value is refunded in the form of an ASDA Gift Card.
Any remaining refundable amount follows the payment method used for the rest of the transaction.
A Useful Return Checklist
- Identify whether the purchase was groceries, George or another Asda service.
- Decide whether the item is faulty or you simply changed your mind.
- Check whether the product is perishable, hygiene-sensitive or otherwise excluded.
- Keep the receipt, order confirmation or other proof of purchase.
- Keep packaging where possible, especially for faulty goods.
- Start the return promptly rather than waiting until the deadline.
The ASDA online shopping information covers online grocery orders more broadly, while ASDA provides wider supermarket guidance.
ASDA Returns FAQs
Can you return groceries to ASDA?
Yes, in some circumstances. The applicable rule depends on whether the product is perishable, faulty, damaged, mis-described or simply unwanted.
Can you return chilled or frozen food because you changed your mind?
Chilled and frozen products are currently excluded from the normal 30-day online grocery change-of-mind return rule. Faulty or poor-quality products can be treated differently.
Can ASDA collect a George return with grocery delivery?
Eligible George and toyou parcels can currently be handed to an ASDA grocery delivery driver in eligible areas when the parcel meets Asda’s return conditions. Third-party Express drivers cannot accept them.