If there is a problem with an online Morrisons order, you can usually request a refund through the groceries website or app by going to Orders or My Orders, selecting the correct order, and following the refund steps. Morrisons says this route applies to online orders delivered or collected within the past 24 hours, while some product-issue pages also describe refund requests for damaged, unsatisfactory, or date-related problems within 1 day of delivery or collection.
That means most Morrisons delivery refunds are built around a self-service process first, rather than starting with a phone call.
When You Can Ask Morrisons for a Refund
A refund question usually begins when something about the order is wrong rather than when the delivery simply feels inconvenient.
Morrisons’ Help Hub says customers can request refunds through the groceries website or app for issues such as missing items, damaged products, unsatisfactory items, and products with unsatisfactory dates. Its online order page also says that if your order was delivered or collected within the previous 24 hours, you can request a refund by logging into your groceries account, going to Orders, choosing the correct order, and completing the refund request.
So the key point is not only what went wrong, but also how recently the order arrived.
How to Request a Morrisons Delivery Refund
Morrisons’ refund path is fairly direct. For eligible recent orders, it says you should:
- log into your groceries account
- go to Orders or My Orders
- choose the correct order
- follow the instructions to complete the refund request.
This matters because many shoppers assume they need to contact support immediately, when in many cases Morrisons expects the first step to happen inside the account area.
Which Delivery Problems Usually Qualify for a Refund
The refund system is mainly designed for order-quality or order-accuracy problems.
Morrisons’ product issues guidance specifically covers missing items, damaged products, unsatisfactory products, and items with unsatisfactory dates. It also explains what to do if you are unhappy with a substitute. That tells us the refund process is not limited to one type of fault; it is meant to handle several common delivery-order issues in one place.
In practice, that means the refund route is usually the right one when the order arrived but something about the contents was wrong. If the wider issue is service-related rather than item-related, that sits more naturally under Morrisons delivery problems.
Refunds for Missing Items
If an item was missing from your delivery and you were charged for it, Morrisons says you can request a refund through the groceries website or app. The Help Hub pages route customers to their order history so the missing item can be reported against the relevant order.
That makes missing-item refunds one of the most straightforward cases, because the issue is usually clear: the receipt shows the item, but the delivery did not include it.
Refunds for Damaged, Poor-Quality, or Short-Dated Items
This is where the timing matters even more.
Morrisons says you can request a refund within 1 day of delivery or collection for damaged products, unsatisfactory items, and products with an unsatisfactory date, using the My Orders area in the groceries website or app.
That makes these refunds more time-sensitive than some shoppers expect. A delivery can arrive on time and still create a refund issue once you unpack it and spot damage, poor freshness, or a date problem.
Refunds for Substitute Items
Substitutions need a bit more care because the rules differ depending on the service used.
For standard Morrisons online grocery orders, the terms say substitute items are identified on delivery and you can reject them at that point; if you reject a substitute, Morrisons says you will not be charged for it.
For Morrisons Now, the process is different. Morrisons says substitute items from Morrisons Now orders cannot currently be returned to the driver, but if you are unhappy with a substitute you can request a refund through the groceries website or app. One Morrisons Help Hub page states this can be done within 48 hours of delivery, while the Morrisons Now terms say 24 hours. Because Morrisons’ own pages conflict here, the safest interpretation is to request the refund as soon as possible after delivery rather than rely on the longer window.
That difference is important because it explains why substitution complaints can feel inconsistent across Morrisons services.
What Happens if More Than 24 Hours Have Passed
Morrisons’ online supermarket terms say that if you received the relevant order in the previous 24 hours, you can request a refund through the website. If more than 24 hours have passed since delivery, the terms say you should contact Customer Services, who will try to assist, and Morrisons may ask for reasonable evidence of the issue.
This is one of the most useful practical details in the whole topic, because it shows there is still a path after the self-service window closes, but it becomes less automatic.
Can You Get a Refund if You Simply Change Your Mind?
Sometimes, yes, but that is a different refund category from missing or damaged groceries.
Morrisons’ online supermarket terms say that for most products bought on the website, customers have a legal right to change their mind and receive a refund, including delivery costs, subject to the usual conditions. The same terms say you must notify Customer Services in writing or via a cancellation form within 14 days from the day the products are delivered.
That is a separate consumer-rights route, not the same thing as the quick post-delivery refund process used for missing or faulty items.
The Best Way to Think About a Morrisons Refund
A useful way to separate this topic is to ask two questions.
First: Was there something wrong with the order itself? If yes, Morrisons usually wants you to use My Orders quickly, especially within 24 hours for recent online orders.
Second: Is this about a substitute, a Morrisons Now order, or a later complaint? If yes, the rules may differ, and speed matters even more because Morrisons’ own pages show different windows for some Now-related refund situations.
Once you view refunds this way, the process feels less confusing: standard recent order issue first through My Orders, then Customer Services if the self-service window has passed or the case is more unusual.
Final Thoughts
Morrisons delivery refunds are usually handled through the groceries website or app by opening Orders or My Orders, selecting the relevant order, and submitting the request. The normal self-service path is built around recent orders, especially those delivered or collected within the last 24 hours, and Morrisons specifically supports refunds for missing, damaged, unsatisfactory, and short-dated items.