If you have a printer I have the file myself (as I work for Tesco Tech Support ) www[dot]box[dot]com/s/199pcddida3ebspxj07v just change the [dot]s for actual dots lol

Sorry for resurrecting this slightly, but I work at a Tesco quite local to you (although not the Heanor branch) and would like to point out that it's policy at our store to return a damaged Direct item within the first 28 days as long as you have the printed email invoice with you. Not quite sure why you were told to go through direct in the first place but your story isn't a common one from my experience and hopefully if you ever come back to us you'll get a better service from someone who knows the policy .

As the posters above have said, Tesco are entitled to offer you whichever of the three (repair/refund/exchange) it deems best value and convenience for all parties. In TV's this is always repair. If the repair does not fix the issue, they will usually give you a direct replacement, or if it's a discontinued model, they will either offer you an equal-spec replacement, or send you back into store with a returns number for a refund.

You are right, there is more protection after 12 months - with Tesco all you need to do is ask a member of their electrical/Tech Support team to print you an "Over 12 Months" form. As everything after the first year isn't dealt with in store, it goes through head office/small claims court to determine how much of your money you are entitled to receive back.