Our site uses cookies to give you the best experience. Manage your cookies here or continue shopping if you're happy.

Accept & close

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.
  • 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.
  • We can even do exchanges for most products if it’s not quite what you were hoping for. See below for more info on exchanges.

Click here for more info on returning a bundle, used or faulty products

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.

Register your return

...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 cancellation form and we’ll give you a call back to arrange a collection.
  • You can also get in touch on live chat and our team will be happy to help.

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 cancellation policy

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’ll find the manufacturer’s contact info along with your serial number and invoice. They’ll be able to advise on your next steps.
  • 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?
Where can I drop my small product off?
If I drop my return at a shop, will I be able to track it?
When will I get my refund?
Will I get a full refund?
I’m having a product collected – will I get a timeslot?
Will I have my delivery cost refunded?