Supermarket Substitutions: How to Get a Refund or Replacement Fast
Anyone who has ever ordered groceries online knows the feeling. You open your delivery crates, expecting the items you carefully selected, only to find something completely different inside. Maybe you ordered basmati rice and got jasmine rice instead, or you asked for fresh orange juice and received a carton of tropical blend. Supermarket substitutions can be helpful when handled well, but sometimes they create more problems than they solve.
This guide explains exactly how supermarket substitutions work, what your rights are, and how to get a refund or replacement quickly if you’re unhappy. Whether you use Tesco, Asda, Sainsbury’s, Morrisons, or any other UK supermarket, the process is simpler than most people think — once you know how it works.
What Are Supermarket Substitutions?
When you order groceries online, your items are picked from a nearby store by a team member. If something on your list is out of stock, the supermarket may replace it with a similar item. This is known as a substitution. It keeps your order complete even when the exact product isn’t available.
Substitutions are meant to be reasonable — a like-for-like replacement in size, quality, or value. However, supermarkets don’t always get it right. Sometimes the replacement is more expensive, not suitable for your dietary needs, or completely unrelated to what you ordered.
Your Rights When You Receive a Substitution
Under the UK’s Consumer Rights Act, you’re entitled to receive goods that are as described, fit for purpose, and of satisfactory quality. If a substituted item doesn’t meet those standards, you have the right to reject it and request a refund.
Every major supermarket also allows you to refuse substitutions at the door. If you check your order when it arrives and find something unsuitable, simply hand the item back to the driver. You won’t be charged for it. If you discover an issue after delivery, you can still claim a refund online or through customer service.
How Substitutions Work Behind the Scenes
Each online order is picked in-store. Staff use scanners that suggest approved alternatives when a product is out of stock. These recommendations come from a database that matches similar products by brand, weight, or price.
For example, if you order a 1-litre bottle of semi-skimmed milk and it’s sold out, the system may recommend a 2-pint bottle or a different brand of the same milk. The goal is to avoid empty baskets while keeping costs close to your original order.
Most supermarkets only charge you for the item you actually receive. If the substitution is cheaper, you pay the lower price. If it’s more expensive, many stores honour the cheaper original price.
Tesco Substitutions and Refunds
Tesco lets you choose whether to allow substitutions when you check out. You can apply the rule to the whole order or turn substitutions off for specific items.
At Delivery
If a driver brings a substitute you don’t want, you can hand it straight back. The driver removes it from your order and updates the system instantly. You’ll only be charged for the accepted items.
After Delivery
If you realise later that a substitute isn’t right — for example, if it’s missing or of poor quality — log in to your Tesco account and click “Order Issues.” Select the item, explain the problem, and request a refund. Tesco usually processes refunds within 48 hours and doesn’t require you to return the product.
Asda Substitutions and Refunds
Asda also allows full control over substitutions. You can turn them off for the entire order or for certain items only.
At Delivery
Drivers show all substituted items separately in green bags. You can inspect them before accepting the order. If you reject anything, the driver removes it from your delivery list and your total cost adjusts automatically.
After Delivery
For issues discovered later, log into your Asda account, choose “View Order,” and click on “Report a Problem.” You can mark an item as unacceptable and request a refund. Asda usually issues the refund to your payment method within three to five working days.
Key Tip
Keep an eye out for Asda’s “Price Guarantee.” If a substitution is more expensive than your chosen product, Asda often honours the cheaper price automatically.
Sainsbury’s Substitutions and Refunds
Sainsbury’s gives you several options for managing substitutions. During checkout, you can opt out completely or specify which items can be replaced.
At Delivery
If you’re home for the delivery, check the substitution list on your receipt or delivery note. Items you don’t want can be handed straight back to the driver for an instant refund adjustment.
After Delivery
If you notice a problem later, report it within 48 hours using your Sainsbury’s online account. Go to your past orders, choose “Something Wrong with My Order,” and follow the refund prompts.
Sainsbury’s refunds appear within a few days, and you usually don’t have to return the product.
Morrisons Substitutions and Refunds
Morrisons’ substitution policy is flexible and customer-friendly.
At Delivery
You’ll see substituted items listed on your delivery note. The driver will point them out when handing over your order. If you don’t want something, give it back immediately. You won’t be charged.
After Delivery
Log into your Morrisons account, go to “My Orders,” and select the item to report an issue. Morrisons usually issues refunds within 24 to 48 hours. If there’s a quality problem, customer service can also arrange replacements or offer digital vouchers.
Aldi and Lidl Substitutions
Aldi and Lidl currently have limited online grocery services, but for Click and Collect or Deliveroo deliveries, substitutions may still occur. You can refuse them at pickup or report issues through the delivery partner’s app for a refund. These chains usually credit your account within a few days.
Iceland Substitutions and Refunds
Iceland’s online system includes substitutions by default. When an item is unavailable, Iceland replaces it with a similar product.
At Delivery
Drivers highlight substitutions before you sign for your order. If you refuse them, they take them back and adjust your total.
After Delivery
To report an issue, go to “My Orders” on the Iceland website or call customer support. Refunds are usually processed quickly, especially for damaged or unsuitable frozen goods.
Co-op and Waitrose Substitutions
Both Co-op and Waitrose include substitutions in their online orders unless you opt out.
At Delivery
Check your bags before signing the delivery receipt. You can hand unwanted substitutes back directly to the driver.
After Delivery
Use your online account or call the local branch to report issues. Co-op often refunds immediately, while Waitrose may request a brief description of the problem to pass to their quality control team.
How to Check Your Substitution Settings
Before confirming your order, most supermarkets let you choose your preferences:
- Allow all substitutions: Accept similar products automatically.
- Allow partial substitutions: Select items that can be replaced.
- No substitutions: Decline replacements altogether.
Choosing “no substitutions” ensures accuracy but can lead to missing items. Allowing substitutions keeps your basket complete but may introduce unexpected swaps. The best approach depends on what you’re buying.
How to Get a Refund or Replacement Fast
Speed matters when something goes wrong. Here’s how to get your money back without delay.
- Act Quickly: Report the issue within 24 hours if possible. Most supermarkets process fast refunds when complaints are fresh.
- Use Your Online Account: Reporting through your account is quicker than calling. You’ll usually see a “Report Missing or Damaged Items” option.
- Provide Details: Mention if the item was incorrect, damaged, or missing entirely. Include order number and item description.
- Attach Photos (Optional): A quick photo of a wrong or spoiled item speeds up processing.
- Track Your Refund: Refunds typically appear within three to five business days.
Common Substitution Problems and Solutions
Problem: Received the Wrong Size or Brand
If the substitute is more expensive, supermarkets often honour the cheaper price. If you don’t want it, refuse it at the door or request a refund online.
Problem: Allergies or Dietary Restrictions
Supermarkets train pickers to avoid substitutions that conflict with allergy tags like “gluten-free” or “nut-free,” but mistakes happen. Always double-check labels before using a substitute. If it’s unsafe, request an immediate refund.
Problem: Damaged or Spoiled Substitutes
Sometimes substitutes arrive damaged. Take photos and report the issue through customer service. Refunds are processed without needing to return the item.
Problem: Missing Substitutions
If the driver forgets to include an item entirely, mark it as missing in your online order summary. Most supermarkets refund within a day or two.
How Supermarkets Handle Pricing for Substitutes
In most cases, you’ll pay the lower price between the original item and the substitute. If the replacement costs more, the supermarket covers the difference. Tesco, Asda, and Sainsbury’s all follow this rule. Only rarely do substitutions increase your total cost, and if they do, customer service can adjust it.
Tips to Avoid Unwanted Substitutions
- Opt Out for Specific Items: Disable substitutions for personal or brand-specific products like baby formula or allergy foods.
- Add Notes: Some supermarkets allow short notes per item (for example, “No substitutes, please”).
- Shop Early: Early slots have better stock availability, reducing the need for replacements.
- Check Alternatives Before Checkout: If you see “Low Stock” warnings, choose another brand proactively.
- Review Your Basket Carefully: Make final adjustments before confirming your order.
What to Do If Your Refund Is Delayed
Refund delays usually happen because of system backlogs or incorrect order references. If five working days pass without seeing the refund, contact customer support with your order number. Keep your confirmation emails handy. You can also check your bank’s pending transactions — sometimes the refund is processed but not yet visible.
Why Substitutions Exist
Substitutions may be frustrating, but they’re designed to improve convenience. Without them, online shoppers would frequently receive incomplete orders. Supermarkets manage huge inventories, and out-of-stocks can occur daily. Substitutions reduce waste, keep customers supplied, and help balance logistics between stores. The key is ensuring replacements make sense and don’t inconvenience the customer.
Future of Substitutions in UK Supermarkets
Technology is already improving substitution accuracy. Artificial intelligence systems are helping supermarkets match better alternatives based on brand, size, and nutritional data. Some retailers are also testing “live substitution alerts,” which notify customers before dispatch so they can approve or reject replacements in advance.
In the future, you may be able to edit your order in real time after a picker suggests a substitute. These tools will make online grocery shopping smoother and reduce refund requests.
Final Thoughts
Substitutions are a part of modern online grocery shopping, but they don’t have to be stressful. Every major UK supermarket offers fair, easy-to-use refund systems when things go wrong. The key is to check your order promptly, refuse unsuitable items immediately, and report issues quickly through your online account.
Tesco, Asda, Sainsbury’s, and Morrisons lead the way in customer-friendly refund policies, while Iceland, Co-op, and Waitrose handle issues efficiently through local teams. Aldi and Lidl, though newer to online services, maintain straightforward refund procedures through their delivery partners.
If you shop online regularly, take a few minutes to customise your substitution settings before checkout. That small step saves time, reduces frustration, and keeps your weekly shop exactly how you like it. Knowing your rights — and how to use them — ensures that every online order ends in satisfaction, even when substitutions don’t go as planned.
