Returns Policy

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Returns Policy

Please note from 3 March 2014 Sainsbury’s Entertainment online will no longer accept orders for physical products (e.g. DVD,s Blu rays, CDs, games, games consoles and books). However for physical products purchased prior to 3rd March 2014 this Returns Policy shall apply.

www.sainsburysentertainment.co.uk (“Sainsbury’s Entertainment”) is owned and operated by Sainsbury’s Supermarkets Ltd.

Sainsbury’s Entertainment distribute entertainment product through the postal system to your home (Physical Products).

Should you wish to return any Physical Products bought from us, we will be happy to refund you the purchase price in accordance with the conditions below provided it is either (i) in a fully resalable condition and you have cancelled the order within 28 days of receiving the product, (ii) the product is faulty, or (iii) the product is damaged.

PLEASE NOTE THAT FROM 28 JANUARY 2014 WE WILL NO LONGER BE REPLACING RETURNED PHYSICAL PRODUCTS. HOWEVER WE WILL CONTINUE TO OFFER REFUNDS IN ACCORDANCE WITH THIS POLICY.

If you are reporting your product as "Lost in Mail", any lost mail must be reported within 28 days of the product despatch.

PLEASE NOTE that CD, DVD, tapes, console computer games or other recording media, software or videos are NOT considered in a resalable condition if their seal is broken.

Our Returns Policy is valid for 28 days only from your receipt of the Physical Products. Please note this will not affect any of the manufacturers’ warranties for Physical Products such as games consoles.

You will be responsible for the cost of postage for returning the product if you have decided to cancel the order. If Physical Products returned to us are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.

Physical Products should be returned to the address on the Returns Label, together with the Return Authorisation email within 28 days of receipt, with all its labels still attached, with all the accessories, parts instructions and any free gifts included.

Where you have cancelled the order for a Product and it has not has not been returned to us in fully resalable condition, or the packing is damaged, we reserve the right to refuse a refund on the product. This does not affect your statutory rights.

Any refund due will be credited to the original card of purchase within 3-5 working days of us receiving the product.

Our refund policy runs alongside your rights under the Distance Selling Regulations which allows you to cancel your contract with us (e.g. if your product is not wanted) within 7 working days of receipt.

Sainsbury’s are not able to refund or exchange opened CDs, DVD, Blu-Ray, consoles and computer games.

We regret that Sainsbury’s Entertainment cannot be held responsible for non-delivery of returned products.

Please note that we are unable to accept any returns of CDs, DVD, Blu-Ray, consoles and computer games bought through the Sainsbury’s store network or the Sainsbury’s Grocery website. In addition, any returns of CDs, DVD, Blu-Ray, consoles and computer games which have been bought on line cannot be returned through the Sainsbury’s store network.
PHYSICAL PRODUCTS

How to return a Physical Product:

• Log into your account in the “My Account” section.
• Go to the “Order History” section.
• Identify the ordered item which you would like to return and click on “View”.
• Click on “return item/item not received”.
• Follow the prompts and complete the online form including the return reason.
• You will receive an email with the Return Label (showing the address to which the product should be returned) and the Return Authorisation.
• Please either print off a copy of the Return Authorisation email and include it in the package with the returned product or include a note with the Return Authorisation number written legibly on it.
• Either print off and attach the Return Label to the package to be returned or copy the address from the Return Label on to the package to be returned. When returning products to Sainsbury’s Entertainment, we suggest you obtain a proof of posting certificate free from the Post Office, just in case the item goes astray in the post.
Refunds for Physical Products

Refunds can only be made to the original card of purchase. If you have replaced your card, you need to contact your card issuer. Refunds will be credited to the original card of purchase within 3-5 working days of us receiving the goods. We’ll send you an email to confirm that we have received your returned item.

When a promotional offer or discount – such as a £10 off voucher, Sainsbury's Entertainment Evoucher, Sainsbury’s Entertainment Nectar Evoucher, extra Nectar points or 3 for 2 – applies to more than one product, the total value of the promotional offer or discount is split and shared across each product in the correct ratio. If a product or part of the order is returned, we’ll refund the relevant correct value.

If we send any Sainsbury's Entertainment Evouchers back to you, you’ll receive them in a separate email.

Any refunds for products purchased by using a Sainsbury’s Entertainment Nectar Evoucher will be made through a Sainsbury’s Entertainment Evoucher. The Nectar points cannot be reversed. This requirement also applies to refunds for non-delivered items and to cancellations that happen before payment is taken.

If you have any queries or questions regarding your return, please complete the email form included in the Contact Us section on the Sainsbury’s Entertainment website quoting the relevant Return Authorisation number.
Amending or Cancelling an Order Item for Physical Products

If you have already checked out, you can’t add extra products to your order. You'll need to place a new order.

You can add an address (i.e. your billing address) at any time, but you cannot change the delivery address for an order that has already been placed.
Faulty Physical Items

If, whilst inspecting the goods at the time of delivery they are either faulty or damaged, please take the following action:

• Log into your account in the “My Account” section.
• Go to the “Order History” section.
• Identify the ordered product which you would like to return and click on “View”.
• Click on “return item/item not received”.
• Follow the prompt and complete the online form including the return reason.
• You will receive an email with the Return Label and the Return Authorisation.
• Please either print off a copy of the Return Authorisation email and include it in the package with the returned product or include a note with the Return Authorisation number written legibly on it.
Technical Support

Please note that we are unable to provide technical support on any of the PC games we supply. Please make sure that any game purchased is compatible with your machine before ordering as we cannot be responsible for incompatibilities with your system. If a game is returned and found not to be faulty it will not be refunded.

We are not responsible for incompatibilities caused by DVD players that have been modified to disable regional encoding.
Contact Us

If you have any queries regarding our returns policy, please do not hesitate to contact the Customer Services team through:

* The Contact Us link (which is located at the base of each page on the website)

* Calling the team on: 0800 328 1700. The Customer Service team is available 8am - 8pm - 7 days a week.

* Emailing us at: onlineservice@sainsburys.co.uk
Updated: 3rd March 2014