Terms and Conditions

Use of website

This website is owned and operated by Waitrose & Partners ("we," "us" or "our"). 

By accessing this website and/or placing an order or requesting a delivery you agree to be bound by the Terms and Conditions set out below. If you do not agree to be bound by these Terms and Conditions you may not use or access this website.

References to this website in these terms and conditions apply to this website however you access it, including accessing this website through our mobile applications or a version of this website optimised for use on mobile devices.  Whenever you access this website through a mobile application or mobile-optimised version of this website, the section of these Terms and Conditions entitled "Mobile Access" also applies.

For customers in the Channel Islands, please review our Channel Islands Terms and Conditions for further information.

Any questions regarding these Terms and Conditions or subsequent issues should be directed to:

Waitrose & Partners Customer Care Team
Waitrose Ltd
Doncastle Road
Southern Industrial Area
Bracknell
RG12 8YA

Telephone: 0800 188 884
email: customerserviceteam@waitrose.co.uk

VAT number: 232457280 -  Waitrose Ltd Registered Office - 171 Victoria Street, London, SW1E 5NN 






Privacy Notice

We will treat all of your personal data as confidential. We will keep it on a secure server and fully comply with all applicable privacy regulations and consumer legislation. If you would like to read more on how we collect, where we collect or how we use your personal information, please see our Privacy Notice here. You can also find information in the Privacy Notice on how to stop receiving marketing information. 

Cookies Please see our cookies policy to learn more about what cookies we use, their nature, purpose and the related usage of your personal information on the Waitrose & Partners website.

Online shopping

General information and payment security for online shopping on waitrose.com





















Entertaining - Food Made to Order





Waitrose & Partners You Shop, We Deliver (Delivery Service)





Your legal rights

Your other legal rights to refund, repair or replacement under consumer laws

Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for purpose and they must be of satisfactory quality. If we supply services to you, then we must supply them with reasonable care and skill.

During the expected lifespan of the product your legal rights under consumer laws in the United Kingdom entitle you to the following:

- up to 30 days: if you have changed your mind about the product you have purchased then unless the product is faulty, you have 30 days to return it in its original condition e.g. kept in the original packaging and labels and is undamaged and unused.

- up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

- over six months: if a fault develops after the first 6 months then you may be able to claim a refund or have the product repaired or replaced. However, we may require proof that the product is faulty.

- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Online purchases: Customers must inform the retailer that they wish to cancel within 14 days of receiving the goods. Customers then have 14 days to return the goods once the retailer has been informed. Refunds will be given within 14 days of receiving the goods back.  

Under consumer laws in the United Kingdom, if your product is digital content (for example music, DVDs or computer software), if it is faulty, then you are entitled to a repair or a replacement or if the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.  If you can show that the fault has damaged your device and we have not used reasonable care and skill, you may be entitled to a repair or compensation.

If you have bought services from us, under consumer laws in the United Kingdom you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it.  If you have not agreed a price with us beforehand, what you are asked to pay must be reasonable. If you have not agreed a time beforehand, then it must be carried out within a reasonable time.

If you wish to exercise your legal rights to reject products you must return them in person to us (either where you bought them or post them back to us or, if they are not suitable for posting, allow us to collect them from you).  We will pay the costs of postage or collection.

There may be some exceptions to these rights such as for those products and services listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless faulty, not as described, not fit for purpose or of satisfactory quality: Chilled and Frozen Products (including Food Made To Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Fireworks; Lottery Tickets and Scratch Cards; Tobacco, Cigarettes, Tobacco Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding.

None of the above affects your statutory rights. 

Our refund and goodwill policy

In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, within 35 days after you have received your products from us, if you are not entirely satisfied with them you can return them to the Branch from which you bought them (or where return to the original Branch is no longer reasonably possible, then you can return them to your nearest Branch) together with your proof of purchase and we will refund you or replace/exchange the returned items even though you may no longer have a right under law for us to do so.

We will refund the value of the items by using the same payment method which you used when you bought them from us, except where you do not have adequate proof of purchase. Where adequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with a Waitrose & Partners gift card or vouchers for the equivalent value of the returned items.

Our goodwill policy is however discretionary and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and flowers and made to order or personalised items.

 

Linking Policy

Links to other websites

Waitrose.com aims to include links to websites that provide relevant and useful information for people interested in food and drink. We do not link to individual personal websites and will not knowingly provide links to sites that contain illegal, offensive or misleading information. Where an organisation has regional or local services and associated websites, we will only link to their national website.

Wherever possible we aim to link to UK-based websites to ensure information is appropriate and relevant to our customers, and will only link to non-UK based websites when no equivalent website exists in the UK or if the information is directly pertinent to our users.

Links will be provided at the discretion of Waitrose.com. Although we endeavour to check sites for high quality, accurate and appropriate information, Waitrose & Partners will accept no responsibility or liability for any material or service contained on any web site which is not under the control of Waitrose & Partners nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by Waitrose for any products or services provided or available on such sites.

Linking to Waitrose.com
You do not need to request permission to create a text link from your website to Waitrose.com. However, please use the following descriptive text: 'Online shopping, recipes, food and drink information at Waitrose.com'

If you would like to use a graphic or logo alongside a link, please contact us.

Company Information
Company Address
Waitrose Ltd Registered Office
171 Victoria Street
London
SW1E 5NN

Registered in England. Company number: 99405

VAT Number: 232 457 280

Copyright Waitrose Limited. All rights reserved. No part of this website may be reproduced in any material forms (including storing in any medium by electronic means) without the prior written permission of Waitrose Limited. All requests for permission should be addressed to Marketing Manager, Internet and Ecommerce, Waitrose Limited, Doncastle Road, Bracknell, Berkshire, RG12 8YA.

 

Mobile Access

This section of the Terms and Conditions applies (in addition to the remaining Terms and Conditions) when you access this website using a mobile application or a version of this website optimised for use on mobile devices (the "Mobile Access Channel").If you do not agree to be bound by any of these Terms and Conditions, you may not use or access the Mobile Access Channel and should, if applicable, delete any mobile application used to access the Mobile Access Channel.

The Mobile Access Channel is data intensive.  You are responsible for any carrier or other data charges incurred when using it, and neither we nor any member of the John Lewis corporate group of companies will be liable for any charges you incur.  We recommend you check with your network provider if you are unsure of the charges that may apply.

The Mobile Access Channel will use your device's cellular and/or Wi-Fi connection to synchronise content, including recipes, product catalogue and branch information on the Mobile Access Channel with the information on the main Waitrose & Partners website.

As we have no control over your device's network connection, except to the extent required by applicable law or as otherwise set out in these Terms and Conditions, we do not represent or warrant that any information (including prices, stock availability, product and store information) is correct or up to date. In the event of a price discrepancy, content and prices published on the Waitrose.com website will take precedence over any other publication or place of publication. You should be aware that prices shown on the Mobile Access Channel may also differ from those shown in Waitrose & Partners branches or on the Waitrose.com website.

By using the Mobile Access Channel to locate Waitrose & Partners branches in your vicinity, you consent to Waitrose & Partners collecting location data from your mobile device solely for the purposes of providing you with details of your closest Waitrose & Partners branch. Waitrose & Partners uses this location data anonymously and will not use it for any other purpose.

The Mobile Access Channel is only intended for use by users located in the United Kingdom excluding the Channel Islands.  For customers in the Channel Islands, for further information please refer to our Channel Islands Terms and Conditions here.

Users accessing the Mobile Access Channel from outside the United Kingdom are responsible for confirming the legality of doing so under local law, and should also note the section of these Terms and Conditions entitled "Delivery/collection restrictions".

 

Ratings & reviews



FashionCycle 

  • The FashionCycle reward entitles myWaitrose customers to £5 off (the “Offer”) on their grocery shop (minimum spend £20) when they recycle a minimum of five clothing products from any brand at the Welcome Desk (the “Exchange Products”). Excludes Tech products.
  • myWaitrose members must spend a minimum of £20 (following the application of any applicable discount or offer) in Waitrose and on the same day the voucher is rewarded to qualify for the offer.
  • The offer has to be redeemed on the same day the given clothing products are returned at the Welcome Desk.
  • The offer is redeemable once per visit, per day at one of the five Waitrose trial sites. Offer is not redeemable in any other Waitrose site, or on purchases made online or over the phone.
  • Only one offer can be used for each transaction of £20 or more.
  • Excludes motorway service station, petrol station, Waitrose Cookery School, Leckford Estate Farm Shop & Café and waitrose.com purchases, unless otherwise indicated.
  • Excludes alcohol purchases in Scotland, Wales and Jersey, infant milk formula (0-6 months), Waitrose & Partners Food, Health and Drinks magazines, tobacco, postage stamps, e-top up, lottery, gift cards, cash back transactions, fuel, delivery charges, bus tickets and pay cards.
  • Customers must present their myWaitrose card to be scanned. No cash alternative available.
  • Refunds will take into account the value of the offer and the amount refunded will not include the value of the offer.
  • Used exchange products must be empty, clean and not torn. We can accept the following items: shirts, t-shirts, jumpers, cardigans, jackets, coats, shorts, trousers, jeans, childrenswear, dresses, jumpsuits and skirts. These must be clean.
  • We cannot accept the following items: underwear, lingerie, socks, tights, accessories, footwear, handbags, swimwear, baby vests, baby grows, towels, bedding and nightwear.
  • Waitrose has the right to amend or retract this offer at any time.
  • Offer valid until 4th August 2023.