Click here for more on our 100 day cancellation policy, what to do if you’re returning a bundle and info on used and faulty products.
Our Drop at Shop service is available for smaller items and is available at thousands of stores across the UK. You’ll be able to choose which store you want to drop your parcel off when you register your return.
When you received your delivery, you should have received a return label within the parcel. Don’t worry if you've not got a label, we’ll email one to you when you register for your return.
Once everything has been packed securely, labelled correctly and dropped off, you should receive your refund within 14 days.
Drop at Shop item sizes
To make things extra easy for you, if your item is on the larger side, our lovely AO drivers will come to you and collect the product. If you’ve decided you’re not happy with what you’ve ordered, head to My Account, fill out the cancellation form and request for us to give you a call to arrange a collection. Or, you can give us a call on 0344 324 9222 and our team will be happy to help.
Some products are delivered by expert couriers DPD and CollectPlus which means that returns work a little bit differently. Don’t worry though, it’s all still free!
Once we’ve received the unused product, we can process the refund for you.
There are certain TV & entertainment, computing, smart tech, gardening and DIY products that we can’t exchange. You can still return your product in one of the ways listed above and we’ll refund you subject to the normal terms. You can then place a new order for the replacement item.
Our 100 day cancellation policy
Our 100 day cancellation policy also applies to any additional services you may have ordered such as disconnection, disposal etc. Services will be automatically cancelled when the order for the product is cancelled, unless the service has already been carried out. If you've selected any additional services to be carried out within 100 days of the order, then your cancellation rights will have been waived. We aren’t under any obligation to refund any charges for services that have already been performed.
If you’ve used the product…
We’re happy for you to unpack the item and inspect it properly. But, if it’s been used or installed, we can only offer you a partial refund that covers the loss in value of the product. This could be up to 50% of the total cost of the item. The same 14 day refund rules also apply to used products.
If you think your product is faulty, head to My Account where you'll find the manufacturer's contact details - they're a fountain of appliance knowledge and will be able to help or advise on any next steps. Their details will be next to the product information in your order history. We're always happy to help so should you need anything else, just give us a call. Whether you're getting in touch with the manufacturer or us, please provide as much information on the fault as possible so either one of us can work out if an engineer is needed. If you're returning a faulty product using our Drop at Shop service, you'll need to give us a call so we can provide you with an authorisation number. If the product is deemed faulty, we’ll offer you a resolution in accordance with your legal rights.
If you’re returning a gardening product
If you're returning a bladed gardening product like a chainsaw or hedge trimmer, it'll need to be boxed before it can be returned to us. If you’ve used your item and it comes with batteries, please make sure they’re disconnected from the item before you send it back to us.
If you buy a bundle and wish to return it, you must return all items to qualify for a full refund of the price you paid. Otherwise a partial refund amount will be offered, which won’t be equal to the RRP of the item(s) you’re returning.
Cancellation and refund terms
Click here to view our full terms and conditions, including details of cancellations and refunds.