AO Five Star membership Terms & Conditions

AO Five Star is a new membership program which can save our customers £100s a year! As an AO Five Star member you’ll have access to the following benefits…

Further details of how membership works are below, together with any specific things you need to know in relation to individual benefits.

Our agreement with you

AO Five Star membership is a contract between you and AO Retail Limited trading as AO or ao.com and is subject to these ‘AO Five Star Terms &Conditions’. The ao.com General Terms & Conditions will also apply to any goods or services you purchase from us whilst you’re a member – you can read these here. 

Eligibility

You are eligible to become an AO Five Star member if you:

• Are a resident in mainland United Kingdom (excluding Northern Ireland) and at least 18 years old; and
• Are subscribing to the benefits for personal use only (benefits aren’t available for business purposes).

Your AO Five Star membership is personal to you, this means that you can’t share or transfer it (or any of the individual benefits including discounts) to anyone else.

AO can take any action we consider appropriate, including removing or suspending AO Five Star Membership, if we have reason to believe you are abusing the membership service or offers.

Membership Period and Payment

AO Five Star membership is purchased by paying an annual membership fee. Your membership begins on the day we successfully process your first annual fee payment and will automatically renew each year (on the anniversary of your first payment) until cancelled in accordance with these terms and conditions.

By purchasing an AO Five Star Membership, you agree to these terms and conditions (in addition to the ao.com General Terms & Conditions) and you are also providing AO with a continuous payment authority (sometimes known as a recurring payment authority) in respect of subsequent annual membership fees. This means we’ll be able to automatically renew your membership at the price which is current on the renewal date without you having to do a thing, so you’ll continue to receive your AO Five Star benefits year-to-year without interruption.

We’ll contact you before your annual renewal (by post, telephone, email or SMS) and at least once every 12 months, to remind you of your AO Five Star membership benefits and the cost. That way, you can make sure it’s still working for you and, if it isn’t, you can cancel at any time.

If you cancel your annual AO Five Star membership or stop your auto-renewal, you’ll still continue to receive the benefits for the remainder of your current annual membership period. Once this ends you’ll no longer have access to the AO Five Star membership benefits.

In the event the annual payment isn’t successfully made when due we’ll attempt to contact you via phone or in writing to re-instate your continuing payment authority. If the authority is not reinstated your AO Five Star membership benefits will lapse immediately.

Cancellation of Membership

You can cancel your AO Five Star membership at any time by contacting us on 0161 235 0563 (8am-7pm Monday-Friday (Sales open at 8.30am) and 8am-5pm at weekends). Your cancellation will take effect from the anniversary of your last payment, and your membership benefits will end from that date. 

Cooling off period – changing your mind

1. Your statutory ‘cooling off period’ is the 14-day period from when you initially sign-up to an AO Five Star Membership.
2. If you change your mind during the ‘cooling off period’, you can cancel your membership and receive a full refund. If you have used any membership benefits by the point you choose to cancel we may issue you a partial refund by deducting the price of any benefit you would have had to pay for had you not been an AO Five Star member (e.g. the delivery charge or a Remove & Recycle charge). If the value of the benefits you have already used at the point you cancel exceed the price of the membership, you will not be eligible for any refund of the membership fee.
3. If you cancel during the ‘cooling off period’, you’ll no longer have access to any of the AO Five Star benefits with immediate effect.

After the cooling off period

If you cancel your membership after the ‘cooling off period’, you’ll continue to receive the AO Five Star benefits until the end of your current annual membership period, and you will not receive a refund.

Once this has ended you’ll no longer have access to any of the AO Five Star membership benefits. Please see the Membership Period and Payment section above for more information.

If you buy AO Five Star membership at a promotional rate the membership fee is non-refundable if you then choose to cancel.

Applying membership benefits to your orders

Your first order

If you’ve placed a new order on ao.com and signed up to become an AO Five Star Member at the same time, your membership benefits will automatically be applied to that first order.

Your subsequent orders

You’ll need to activate AO MyAccount so that we can apply AO Five Star membership benefits to your subsequent orders. It’s really easy, you’ll automatically receive an email shortly after you purchase your membership with a MyAccount activation link, so be sure to activate it at the earliest opportunity. After that, each time you’re shopping with us, log-in to MyAccount so that your AO Five Star benefits can be applied at checkout. 

So long as you’re logged-in to MyAccount during checkout any discounted member pricing will automatically be applied to your order, as will your discount for free delivery. For details on how to apply other membership benefits to your order please read the More details of each of your membership benefits section below. 

Unfortunately you won’t be able to use AO Five Star membership benefits when placing an order with us over the telephone.

If you have any issues with placing your online order you can call our dedicated AO Five Star Membership team on 0161 235 0563.

More details on each of your membership benefits….

1. Free & Unlimited Delivery

You’ll see all available delivery dates for your order when you tell us your postcode at checkout. As an AO Five Star member, whichever delivery date you choose will be free, even if it’s Next Day – just remember to be logged-in to MyAccount during checkout! If you add installation (or other services) to your basket which take place at the same time as delivery, this may affect the earliest delivery date available.

Specified delivery timeslots may also be available but these aren’t included free of charge as part of your membership.

Everything else we say about delivery in our General Terms & Conditions still applies to AO Five Star members, including some geographical restrictions and the charges which may be applicable in the event of failed deliveries. Please see the ‘Delivery’ and ‘Delivery Limitations’ sections of our General Terms & Conditions in particular.

Unfortunately customers in Northern Ireland are not eligible to become members of AO Five Star at the current time.

2. Free Unpack and free Remove & Recycle

We’re proud of our Remove & Recycle service, whereby we’ll take away your old appliance for recycling at our state-of-the-art plant at the same time as we deliver your new one. There’s usually a cost for the Remove & Recycle service, which goes towards safely transporting the product to our recycling plant but, as an AO Five Star member, you get the Remove & Recycle service completely free. Please note that our Collect & Recycle service (recycling without a purchase) is not included as a membership benefit.

If you'd like to take advantage of your free Unpack and/or free Remove & Recycle membership benefits, make sure you select them in the basket and that you’re logged-in to MyAccount when you check-out. Unless you select these services during checkout, unfortunately we won’t be able to perform them for you when we come to deliver your product.

3. Exclusive member deals – Access to member prices, discounts and deals across our range

Member pricing

As an AO Five Star member, if you’ve a selected a product with member pricing, the discounted price will be automatically applied at checkout, as will your discount for free delivery (so long as you’re logged-in to MyAccount when you check-out).

Looking for a product with member pricing? We’ve made it easy to find our best deals and you can filter when shopping on AO.com for AO Five Star member deals. Where a product for sale on ao.com is available at a discounted price for AO Five Star members, we’ll display the member price alongside the non-member price for comparison. The range of products on which we’re offering discounted member pricing will be subject to our discretion – our aim is to update regularly and give our members a mix of options.

AO Five Star members can take advantage of member prices when purchasing online only, they can’t be applied to an order by telephone.

If you’re not yet an AO Five Star member but you’d like to take advantage of a member price, just add membership to your basket at checkout and the discount will automatically apply right from that first order.

Discount Codes

From time to time we’ll offer AO Five Star members special discount codes for use on selected products. These discount codes can be used in conjunction with any applicable member deals on pricing so you’ll get the benefit of both. Everything else we say about Discount Codes in our General Terms & Conditions still applies to AO Five Star members. Please see the ‘Discount Codes’ and ‘Unique Discount Codes’ sections of our General Terms & Conditions in particular.

Price Match Promise

Please note that AO Five Star prices are available exclusively to our members – we therefore don’t offer our ‘Price Match Promise’ service on membership discounts and deals. For more information about our Price Match Promise service please see the dedicated section in our General Terms & Conditions or visit our Price Match Promise page.

4. 100-day returns

As an AO Five Star Member you have an extended period of 100 days from delivery to return your product if you’re not happy with it or you’ve just changed your mind. To let us know you’d like to cancel and arrange collection, please call 0161 235 0563

Everything else we say about cancellation and returns in our General Terms & Conditions still applies to AO Five Star members. Please see the ‘Cancellation’ section of our General Terms & Conditions in particular.

5. Exclusive monthly deals newsletter

You’ll receive your AO Five Star members’ newsletter via email to the address linked to your AO MyAccount. Your newsletter will feature exclusive content such as unique discount codes and access to member pricing. These deals will vary throughout the year as we’ll be working hard with major partners to secure great deals for our members. Every newsletter will have offers or rewards, with their own expiry dates and terms – you’ll find all the information about a specific offer in the email.

Please note that if you choose to unsubscribe from AO.com marketing emails, you won’t receive these membership deals emails and you may miss out on some great offers!

6. Priority Access to our Product Launches

We know how exciting it is to get your hands on the latest releases. From time to time we’ll be offering priority access to our new product launches so watch out for these in your emails. You will need to call the AO Five Star membership dedicated phone line to place your priority access order. To spread the joy, any orders via the priority access benefit will be limited to one item per member.

Changes to AO Five Star terms

We reserve the right to make changes to the terms of AO Five Star membership, including for the reasons listed below:

• Enhancing existing benefits or adding new features to AO Five Star.
• If we’re obliged to remove or amend a membership benefit for legal, commercial or regulatory reasons. Be assured that we’ll give you at least 14 days’ notice in writing of any changes.

Continuing your AO Five Star membership will be considered acceptance of any change(s) made in accordance with the process described above. If you don’t wish to continue your AO Five Star membership following a change, you can stop your auto-renewal which will end your membership at the end of your current membership period.