We're passionate about our customers and making sure that you're happy. We believe you will in return be honest with us and that forms a stronger bond than any terms and conditions could ever offer. We'll do everything we can to do right by you.
If you're not happy with your product
We offer a 10 day no fuss returns guarantee. This means that you can send back your order for any reason within 10 days of us delivering it.
We won't charge you to return it and we'll even come and pick it up on a day that's suitable for you - 7 days a week! You'll get a full refund for the product and any delivery charges you've incurred in full too. It doesn't get much better than that!
What's the catch? There isn't one. As long as the product is in its original condition, and, if a small appliance, in its original packaging, hasn't been used or damaged, we'll come and get it and refund you in full.
All the prices we display include VAT and exclude delivery. You can see all our delivery options here.
Our 'Price Match Promise' service matches the price of the product including any delivery changes applied by the competitor.
By this we mean things like pictures and dimensions. The product dimensions are exactly that; dimensions of the product only. Any handles, knobs, controls and other stuff are not included in these. We do our very best to get them 100% accurate, but given we are human we do very occasionally get it wrong. If we do we'll put it right for you and we will apologise sincerely.
We display our availability on the website and also display when this means you can have it delivered. We deliver over 20,000 appliances a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will somehow sort it out for you. How we sort it out will depend on what best suits you at the time. This sometimes involves us giving you a better model for no extra cost which isn't normally an area for complaint!
A legal contract is formed between us when we put the appliance(s) you have ordered on a van to deliver it to you. Legally until then we can decline to supply the goods to you but we don't understand why we would want to do that. We are in the business of trying to sell you things!
We do however, in the interests of fairness, reserve the right not to fulfil your order for any reason if we have made an error on the price or similar or we simply can't get hold of the model you need. In the event of these circumstances we will refund you in full to make sure that you don't lose out financially.
We have the best Delivery Company in the business (Expert Logistics) who deliver to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland). They have a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. However, as you can imagine these are big, heavy things to lift, so there will be certain occasions when they may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder their ability to deliver. In these situations they may be able to offer delivery to the nearest point possible i.e your garage, so you can make arrangements to get the appliance in. If not we will attempt another delivery date, or give you a full refund. Occasionally something will happen out of our control that closes roads, like snow or sporting events. In this event we'll block any affected dates out of the checkout delivery calendar. If you've already selected your delivery date and you're affected, we'll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but even Superman would struggle to deliver some of these fridges!
Given that most people are honest and fair, we'll do what we believe is right and fair if we cause you inconvenience. We do admit to getting some stuff wrong now and again and we'll hold our hands up if we do. Please remember our strong bond here though – we are fair where you are!
Gas and Electric Installations
We now have an elite team of Gas Safe engineers who are also skilled in electrical connections and able to install your new cookers, hobs and ovens. The charges for our gas and electrical installations are clearly highlighted on our Gas and Electrical Connection page - for more info, click here.If you need us to disconnect your old appliance, we will do this when we arrive.
As you can probably imagine, for your safety, there are a lot of rules around connecting cookers so there are things that we need you to check before we arrive.
For any installation, before we arrive, you need to check the dimensions of your new appliance and make sure there'll be enough room around the back and sides for ventilation once we've installed it.
We also need you to make sure you've got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the hot zone isn't clear, we won't be able to complete your installation.
Before we can carry out any gas installation, there needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to a 3 pin electric socket within 1.2 metres of the installation area.
If you're planning to run your appliance using cylinder gas, you'll need to make us aware when you place your order. This helps us make sure we've got everything we need to connect it when we arrive!
To install a gas appliance, our engineers will need to switch off your gas supply so that they can carry out the work safely. We'll always turn back on and attempt to restart any appliances you need us to. However, on occasion, some gas appliances - such as boilers - may not restart and you'll need to call out a Heating Engineer. This is very rare but if it does happen, we'll not be responsible for any boiler repair costs.
We'll install all hobs based on the current hole in the worktop not being any larger than the size of your new hob. If required, we can make this hole bigger to install the new hob but we can only cut into worktops that are made of wood. This means surfaces such as granite, composite or metal will have to be the right size for installation before we get there.
For electric cookers and hobs, we need to be able to access an isolation switch and electricity supply at the connection point.
There are some induction hobs we can't connect due to the type of wiring required and we'll only be able to know for sure when we arrive. If this happens, you'll need to call out an electrician to complete your installation.
If we are connecting a built in or built under oven, we'll also assess the housing before installation to make sure it's safe for use and can hold the weight of the appliance. We'll check to make sure there isn't any existing damage and unfortunately, if we do find damage, we'll not be able to fit your appliance.
Our engineers are highly trained and will always do their very best to connect your cooker but occasionally and mainly for the reasons above, this may not be possible. Don't worry - if this happens, our team will find a solution for you, whether that's to advise you on how to rectify any problems and rearrange our visit or to refund your installation fee.
Standard Disconnection, Connection and Recycling
The charges for this are clearly laid out in the disconnection, connection and recycling pages.
We've listened to our customers' feedback and now provide a disconnection service. Disconnection is available for old appliances that are plumbed into water pipes. This refers to freestanding washing machines, freestanding washer dryers, freestanding slimline and standard dishwashers as well as plumbed in American fridge freezers.
There are just a few things you'll need to do before we arrive so we can disconnect successfully. If it's an American fridge freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, you’ll need to remove any clothes from the drum. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.
If you’re making use of our wet connection or recycling service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive. Our drivers are trained to connect appliances, but only to existing pipe work, so if you're expecting "Pete the Plumber" to turn up with a plunger and a wrench in hand then you'll be disappointed (and we don't want that!).
Also, there are a few things that'll stop us disconnecting your old appliance, taking it away for recycling and connecting your new appliance. Please read the FAQ section (the link is at the bottom of the page) because we pay the courier company anyway and cannot give you your money back if we are unable to complete the service for these reasons.
We only charge for the cost of transporting your appliance for recycling. Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our distributor's premises;
- Expert Logistics
- Weston Road
- CW1 6BE
Monday to Friday 10.00 to 16.00
Proof of your delivery will be required and they can only accept like for like items to those that were delivered.
Things beyond our control
This is a bit where the lawyers take over!
The bit below basically says that if there is something big happens that is beyond our control then there's not a lot we can do. We will do our very best (as you would expect) to get you sorted but we cannot be held liable if something huge happens that we can't control. These things might include floods, war, fire, strikes blocking the motorways etc.
We have to have the formal wording for this section so here it is...
The Company will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in
particular (without limitation), the following:
- Strikes, lock-outs or other industrial action; or
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat
or preparation for war; or
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
- Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that the Force Majeure Event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms can be performed despite the Force Majeure Event.
Please also note, unfortunately our warranties only cover domestic use; commercial sales might not be covered.
You won't be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa card and we do all we can to ensure your details are secure. We also accept PayPal on all online orders, and this doesn't cost you any extra. If there are any problems with receiving payment we'll let you know.
We are all governed by English courts (strange that as we are in England!) so we do everything we can to abide by English law. If we ever do anything outside of these laws then we will apologise and put it right.
Our intention is to give you all of the information you need so you never need to call us. However, if you want to check something, change something, ask a question or simply find out about life in general then we have a team of people waiting to take your call on 0844 324 9222.
If you don't want to talk to us, you can email us on firstname.lastname@example.org or write to us at:
- AO World PLC
- 5a The Parklands
- BL6 4SD