Terms & Conditions:
Ocado Zoom


1. Ocado Zoom Terms & Conditions

1.1 What these terms cover.

When you use Ocado Zoom (by registering, logging in, or placing an order), you agree to these Ocado Zoom Terms & Conditions, which include the Ocado Privacy & Cookie Policy and Ocado Terms & Conditions: Purchase (Consumer).

1.2 Why you should read them.

Please read these Terms carefully before you start shopping with Ocado Zoom. By placing an order with Ocado Zoom you are agreeing to these Terms which will apply to all purchases made using Ocado Zoom. These Terms tell you who we are, how we will provide products to you, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms or they require any changes, please email us at zoom@ocado.com to discuss.

2. Information about us

2.1 Who we are.

Ocado Zoom is a service operated by Ocado Retail Limited (‘we’, ‘us’ or ‘our’); a company registered in England and Wales. Our Company registration number is: 03875000.

2.2 How to contact us.

You can contact us by calling our Customer Service team or emailing zoom@ocado.com.

3. Deliveries

3.1 Ocado Zoom deliveries will be fulfilled by our delivery partner Stuart Delivery Limited (Stuart) and will be made to the address specified by you when placing an order on Ocado Zoom.
3.2 We only deliver goods the areas specified in the Ocado Zoom app. These areas are subject to change.
3.3 Ocado Zoom delivery times are subject to the opening hours of the Ocado Zoom fulfilment centre. Ocado Zoom delivery times may differ to the delivery times found on ocado.com. Ocado Zoom delivery times are subject to change.
3.4 Our delivery partner, Stuart, reserves the right to deliver only to the main entrance of the delivery address for all deliveries.
3.5 Ocado Zoom allows you to order from a limited range sold by ocado.com for delivery within one hour of placing an order, or later the same day. Delivery slots are subject to availability.
3.6 Either the person who placed the order, or someone over 18 on their behalf, must be available to accept the Zoom delivery. Under no circumstances will deliveries be left unattended.
3.7 All deliveries are subject to a delivery charge that will be shown to you at the time of placing your order. Once you place your order you agree to pay the delivery charge.


4. Product & service availability

4.1 The Ocado Zoom app will show products that are available for delivery in Ocado Zoom delivery areas when the Ocado Zoom service is available. The Ocado Zoom product range may differ to the range on ocado.com.
4.2 Ocado Zoom is a consumer service only not a business service. We reserve the right to refuse orders we believe may be for resale, or commercial use.


5. Charges

5.1 There is a minimum order requirement of £15 (excluding delivery charges) for every order placed. If the customer is using a money off voucher, the purchase of cigarettes, cigars, tobacco, postage stamps and infant formula will not contribute to the minimum spend.


6. Editing or cancelling an order

6.1 Once you have placed your order you cannot edit it (‘editing’ being change quantities, adding more products, changing delivery time).
6.2 If you place an Ocado Zoom order for delivery within 60 minutes, you have two minutes from the time you placed your order to cancel the order.


7. Returns & refunds

7.1 Refund policy

If anything is not right with your order, please email us: zoom@ocado.com. We’ll do our best to help and process a refund if required. Please note that it is not possible to hand any items to your Ocado Zoom delivery driver. As a consumer, you have certain legal rights regarding the return of goods that are faulty, damaged or not as described. Our refund policy does not affect your legal rights. Our policy is in accordance with statutory rights under the Consumer Contracts Regulations. For more information about these rights please contact your local authority Trading Standards Department, or Citizens Advice.
7.1.1 Unless there’s something wrong with the item, unfortunately we can’t offer a refund for any perishable items you change your mind about after your delivery.
7.1.2 If an item you’ve ordered is missing from your delivery, please email us: zoom@ocado.com; we’ll be happy to help go through your refund options with you.

7.2 Return policy

If you need to refund and return an item please email us: zoom@ocado.com. We will organise a collection for you if required.
7.2.1 If you’ve changed your mind about a non-perishable item, you have up to 14 days after your delivery to contact us for a refund. Email us at zoom@ocado.com we’ll go through your options with you and arrange for your refund and return. All we ask is that you return products in a re-saleable condition, with their original packaging and tags (if applicable). This means that if a product is sealed or has a hygiene seal, we ask that you do not remove this seal until you’re sure you’re keeping the item. When we get the item back from you will process your refund within 14 days. While we don’t offer exchanges, you’re more than welcome to reorder any refunded item in your next Ocado Zoom order.

8. Ocado Smart Pass

8.1 Ocado Zoom orders are excluded from Ocado Smart Pass membership benefits, as covered in 5.1(d) of the Smart Pass Terms & Conditions.


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