Tesco sets out 30-day rule that applies to all online purchases

Tesco has warned about an important rule for its online purchasing process after receiving feedback from a disgruntled shopper. The customer in question approached Tesco over X regarding an online order, explaining: "Placed an order online, was told by customer service to get VAT receipt at superstore, went to Hove superstore they said their systems to do not allow for VAT to be printed/emailed on online orders."

Responding to this concern, Tesco clarified the situation, stating: "Unfortunately, the VAT receipt can only be issued by the store within 30 days of purchase. The VAT receipt can be issued by the colleague at the customer service desk of a Tesco Extra/Super store."

Information on the Tesco website states that if you want to get a VAT receipt, you should take your original till receipt to the customer services desk. Customers are advised: "Our colleagues will be able to arrange for a VAT invoice to be completed while you wait.

"If you're a non-EU resident and you'd like to claim the VAT back on your purchase, please visit a customer service desk (large stores only) and we'll arrange for the relevant VAT receipt to be completed while you wait." In instances where an item has been purchased on Tesco Marketplace from a partner brand, customers are instructed to reach out directly to the partner involved.

A list of these partners and their contact information is available here. In another customer service hiccup, Tesco was recently probed over its refund policy following a report that a customer was left waiting several days for a refund to arrive in their account. The retail chain responded by stating that "it can take 3-5 working days for the funds to appear back in your account".

How you receive your refund depends on how you originally paid for the item. If you made the purchase with credit or debit cards, the retailer's website outlines that "your money will go back onto the same card. Please allow 3-5 working days for the refund to show in your account."

If you bought the item using Clubcard vouchers, you will receive the refund as the equivalent value in Clubcard points for online purchases. If you made your purchase using a gift card or a money card, the amount will be refunded onto a Tesco gift card or money card.

Looking at other supermarkets' policies on refunds, Morrisons indicates that refunds may take between 7 and 10 days to show up in your account "from the date we have processed the refund". Sainsbury's cautions that debit card refunds for purchases might take 5-7 days, which includes weekends and bank holidays.

Asda's policy states that the refund period "can vary depending on how you chose to return your items to us", and suggests customers should contact them if they haven't received their refund after 14 days.