Ocado Refunds UK: Missing Items, Fresh+ Promise and 7-Day Requests

Ocado's most useful refund tool is inside My Ocado rather than a parcel-return system. For a recent grocery delivery, customers can select the affected order and request a product refund, while the Fresh+ Promise gives a specific route for freshness or quality problems reported within the stated period.

Check the seller before acting

Ocado directs customers to Orders under My Ocado to request a refund online. The Fresh+ Promise says eligible freshness or quality problems can be reported through the app or website within seven days of delivery.

These points come from Ocado’s Ocado official UK guidance. The refund request can be used for packaging damage or a quality issue as well as freshness concerns under the stated promise.

The detail that changes the route

• Ocado provides chat, telephone, WhatsApp and email/contact-form support for queries that cannot be handled in self-service.
• Urgent delivery issues are better suited to chat or telephone than a slower email response.
• Use the order actually containing the item instead of reporting the same product from a later delivery.
• Photograph damage or poor condition if that helps explain the product issue.

How this can play out

A punnet of fruit arrives with damaged packaging and poor-quality contents. Open that delivery in My Ocado, select the affected product and request the refund within the Fresh+ timeframe. If the self-service flow will not accept the issue, use chat with the order number ready.

If the delivery was from Tesco rather than Ocado, our Tesco grocery returns guide covers Tesco’s own refund and grocery-support route.

Before you hand anything over

For Ocado, keep the order number or receipt, the exact item name, the purchase or delivery date, and any return or tracking reference. Do not post a grocery product to Ocado unless its support team specifically instructs you to do so.

Finish through the correct channel

Start in My Ocado > Orders. For help, use the official contact page and choose chat or telephone when the delivery is time-sensitive.

Urgent delivery issues are better suited to chat or telephone than a slower email response. Do not post a grocery product to Ocado unless its support team specifically instructs you to do so.