Say hello to the Ocado Fresh+ Promise.
We promise your fresh food will be delivered straight to your door with no supermarket detour.
That means it arrives as deliciously fresh as you’d expect, and then some. And that goes for your fruit and veg as much as your bread and milk, helping you plan ahead for next week’s meals.
And, as a promise is a promise, if you’re still not 100% happy, you can sort a no-quibbles refund online or through our app if you contact us within 7 days of your delivery. Easy peasy.
Now for the technical bit.
Let’s break down how it all works:
1. As you shop, look out for the LIFE icon on all fresh products. It’ll show you how many days (at least) each product will be at its best after your delivery day.
2. We triple-check the expiration dates before we pack your shopping,
and deliver your food as deliciously fresh as promised.
3. If there’s still something you're not 100% happy with, you can sort a no-quibbles refund online or through our app if you contact us within 7 days of your delivery.
Spot the freshness
Look out for this icon while you shop.
It’ll show you how many days (at least) your product will be at its best after your delivery day. You’ll find it below the product’s image when you shop, as well as in the product description.
Frequently asked questions
What is the Ocado Fresh+ Promise?
We promise your fresh food will be delivered straight to your door with no supermarket detour. That means it arrives as deliciously fresh as you’d expect, and then some.
As you shop, you’ll see a LIFE icon on all fresh products. This icon tells you how many days (at least) each product will be at its best after your delivery day. For instance, LIFE 3d+ means your product will remain fresh for at least three more days after it’s been delivered.
It’s best to book your delivery slot before adding items to your trolley, as this will show you the most accurate product information for your delivery.
Of course, we do our best to meet the product freshness specified on the website, but if you're not 100% happy with something you’ve ordered, you can sort a no-quibbles refund if you contact us online or through the app within 7 days of your delivery.
Simply select the 'Request refund' link from the Orders page and follow the instructions.
If you need help or advice on a product, please get in contact with us here.
How do I request a refund?
We always aim to deliver your shop in perfect condition, but if you're not 100% happy with something you’ve ordered, you can sort a no-quibbles refund online or through our app.
If you've received an order in the last 7 days, you can request a product refund quickly and easily if:
A product has not met our Fresh+ Promise. In other words, the item has not remained fresh for the number of days specified on our website.
You discover that there is something wrong with the product, such as packaging damage or a quality issue.
Simply select the 'Request refund' link from the Orders page and follow the instructions.
Your feedback is really important to us
Regardless of the reason you need to request a refund, we always direct your concerns to the appropriate teams to help improve our products and services.
If more than 7 days have passed and you can no longer see the ‘Request refund’ link, please fill in our Contact Us form. This will allow us to prioritise your query and deal with it as quickly as possible.
Returns for perishable items
Unfortunately, we can't offer a refund for any perishable items you change your mind about after your delivery unless there's something wrong with the item.
Our returns policy complies with statutory rights under the Consumer Contracts Regulations. This might sound formal, but it simply means all our products must be of satisfactory quality, fit for purpose, and as described.
Terms & Conditions
Requests for refunds must be placed within 7 days from delivery. Read the full terms here.