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Free 100 day returns
If you want to return a product, just let us know within 100 days of delivery and we’ll tell you how to get it back to us for free.
Returns made easy
- Not happy with your new product? No worries. We’ll give you a full refund including delivery costs if it’s unused. If it’s used, you can still get up to 50% of the item cost refunded.
- To return an item, simply go to My Account, and select the 'Return Order' option. Don't have a My Account? No problem, sign up with the email address on your order and it will automatically load your order, and you can complete the form. No need to contact us, we'll handle everything after that.
- You can drop off smaller items at one of our Drop at Shop locations or we can collect your product from your home. Whatever’s easiest for you. We have thousands of Drop at Shop locations including Asda stores as well as CollectPlus and DPD drop off points.
Click here to access My Account and Return Your Order
Not happy with your product? You can drop it off!
- Our Drop at Shop service lets you return smaller items to thousands of stores across the UK. You can pick which store you want to drop off at when you register your return.
- We’ll email you a label when you register your return. Just print it out and attach it to your product. Not got a printer? Don’t worry. If you pick Asda as your return location, we’ll send you a QR code instead. You don’t need to print it out, it just needs to be scanned when you drop off your item.
- Once everything has been packed up, labelled, and dropped off, you’ll receive your refund within 14 days. Simple.
- If you’re returning a faulty product with our Drop at Shop service, give us a call so we can give you an authorisation number. If your product is faulty, we’ll find a solution that suits you.
Drop at Shop item sizes
- Small (10kg) – max length 60cm x max width 50cm x max depth 50cm. For example, the size of a laptop, kettle or toaster.
- Large (20kg) – max length 100cm x max width 50cm x max depth 50cm. So, around the size of a coffee machine or 28” TV.
- Heavy (25kg) – max length 90cm x max width 60cm x max depth 60cm. Cooker hoods are generally around this size.
Or we'll collect it for you
- If you’re returning a product that’s on the larger side, our AO drivers will come and collect it for free.
- Not happy with what you’ve ordered? Just head to My Account and fill out the return form,and we’ll arrange a collection. Don't have an account? No problem, just sign up with the same email address you used to order and it will automatically load your old orders.
- The quickest way to return your product is via My Account - there's no need to wait in call centre queues.
Exchanges
There are some TV & entertainment, computing, smart tech, gardening and DIY products that we can’t exchange. Head on to our live chat to find out if your products can be exchanged. If not, you can still return these products for a full refund and order a replacement item.
Extra bits you need to know
Our 100 day return policy
If you are not happy with an unused product, you can return the product within 100 days - no questions asked. Just head to My Account and complete the return form, and any services you’ve chosen will automatically be cancelled when your order is cancelled, unless the service has already taken place.
If you’ve used the product
It’s fine if the product has been unpacked, but if it’s been used or installed, we can only give you a partial refund. This can be up to 50% of the product’s cost. If it’s used, then 14 day refund rules will apply.
Faulty products
- Think your product’s faulty? Head over to My Account where you can find out the best way to report your fault. If you don’t have a My Account, don’t worry! You can sign up with the same email address that you used to place your order, and it will automatically load your purchased products. If you want to speak to us, we can support you through the process, or you can contact the manufacturer directly, with the available numbers here.
- We’re also happy to help if you get in contact with us on live chat.
- No matter who you contact, make sure you give as much detail about the fault as possible, so we can work out if you need an engineer.
If you’re returning a gardening product
If you’re returning a gardening product with blades like a chainsaw or hedge trimmer, it’ll need to be boxed up before it’s returned to us. If you’ve used your item and it came with batteries, make sure you’ve removed them before you send it back to us.
Bundles
If you want to return a bundle, all the items must be sent back to get a full refund. If the bundle isn’t complete, you’ll only be offered a partial refund.
Cancellation and refund terms
Click here to view our full terms and conditions, including all the info on cancellations and refunds.
FAQs
- How do I arrange a return?
For larger items, we have created a form in My Account to a return an item. No need to contact us, just head to My Account, complete the return form and we will handle everything. If you don't have a My Account, no problem! Just sign up with the email address that you used to place your order, and the details will automatically load for you to complete the return form. For smaller items, you can use the link above to register your product for our Drop at Shop service.
- Where can I drop my small product off?
We have thousands of drop off points across the UK – including Asda stores, along with CollectPlus and DPD drop off points. You’ll be able to enter your postcode when you register your return and pick a drop off location. Head to My Account to register your return and select your drop off point.
- If I drop my return at a shop, will I be able to track it?
Yes. You’ll be given a reference number as proof of your return, and you’ll be able to track its progress on the courier’s website.
- When will I get my refund?
You’ll get your refund within 14 days of returning your product. This will go back to the original payment method.
- Will I get a full refund?
If your item is unused, you’ll get a full refund. If your product has been used or installed, you could get a partial refund up to 50% of the item’s cost. Don’t forget to include everything in your return, including any wires etc.
- I’m having a product collected – will I get a timeslot?
Yes. You’ll get a 3-hour timeslot on the morning of your collection. You’ll also be able to track your collection using our Track Your Order service.
- Will I have my delivery cost refunded?
If your order is cancelled, then yes. If you’ve kept some parts of your order, then we’ll only refund you for the items you’ve returned.
