We're happy for you to unpack the item and inspect it properly, however, if you've used or installed it, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item. Your refund will be made within 14 days of collection, or from the day you dropped your product off at a store if you are using our Drop at Shop service.
Free 100 day returns
If you're not 100% happy with your new product and you’ve not used it, just let us know within 100 days of delivery and you can return it for free. Our T&Cs here have all the information on how to return your product.
We'll give you a full refund
If you choose to return your product within your free 100 days returns period, you’ll be refunded within 14 days of us collecting the product from your home, or from the day you dropped your product off at a Drop at Shop store - including the costs of delivery. If you've used your product there are a few things you need to know, which you can read below.
Returns to suit you
We'll collect your product from your home, or if it's more convenient you can use our Drop at Shop service at thousands of UK locations. Best of all? Our returns service is totally free!
Make an exchange
If the product isn't what you expected, maybe it's a bit too big or small for your home, we'll happily arrange an exchange for you within 100 days of delivery. Unfortunately there are some products we can't exchange. You can find out more information on this below.
UK Call Centre
Based in Bolton, our friendly team are on hand to help with any queries you may have about returning your product.
Here's some additional things you need to know
If you've used the product
Our cancellation policy
If you’ve ordered a kitchen appliance, or a selected TV and audio product, get in touch with us within 48 hours of your delivery date and we will cancel or exchange your product.
If you’ve ordered a computing product, selected TV and audio products, a smart home item, selected phones or gaming products, we can't cancel the order after it has been accepted and entered the delivery process. If this is the case, you can either refuse delivery, or accept delivery and then arrange a collection. Both of these options are free of charge, and you will receive a full refund once AO has received the item back in an unused condition within 100 days of delivery.
If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights.
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 will not be equal to the RRP of the item(s) you are returning.
How our returns service works
We can pick up your product from your home, or if it’s easier you can drop it off at a shop near your home using our Drop at Shop service. This is only available with some products, due to size and weight restrictions, which we’ll explain more below.
Arrange a collection from home
To arrange for us to pick up your product from your home, just give us a call on 0344 324 9222. We’ll let you know when we’ll be round to collect it for you.
Drop at Shop returns
We partner with Collect+ and Asda to offer a Drop at Shop service for our smaller products. There’s thousands of stores across the UK where you can return your product, so there’s always a convenient option close by. It’s completely up to you whether you choose Collect+ or Asda toyou. We just ask that, if your product is faulty, damaged or missing something, you give us a call first on 0344 324 9222.
You can drop your product off at one of 6,500 Collect+ locations, open early until late 7 days a week. You can use the Collect+ returns for products that are no bigger than 60cm x 50cm x 50cm, weighing up to 10kg. To find your local store visit https://www.collectplus.co.uk/store-locator.
You can choose to return your products at over 600 Asda stores. Just drop it off at any self-serve Asda toyou kiosk or with an Asda member of staff. With late-night opening, weekend and 24/7 opening hours available, it couldn't be easier to find a convenient option. You can use the Asda toyou returns for products no larger than 90cm x 60cm x 60cm, weighing up to 25kg. To find your local store visit https://www.toyou.co.uk/locations.
If your product is eligible for the Drop at Shop service, you’ll have a returns form and labels already – as we’ll have included them in your delivery. Don’t worry if you can't find your returns label, just call us and we can arrange a Drop at Shop return for you (where eligible). If you decide to use Drop at Shop, please make sure that you fill out the returns form, and attach the correct returns label to your parcel. There are different labels for Collect+ and Asda toyou, so make sure you use the right one! All returns need to be safely packaged to make sure they don’t get damaged on their way back to us. You’ll then receive your refund within 14 days of dropping your product off at your chosen store. If you’ve not got your refund after 14 days, just give us a call on 0344 324 9222.
Returning selected TV & entertainment, computing, phone and smart tech products
With selected TV & entertainment, computing, phone and smart tech products that are delivered by our trusted partners DPD or Collect+, you will have two options for returns, both of which we provide for free.
- If you decide you no longer want your product before it has arrived, you don’t have to accept the delivery when it turns up. Just let the delivery driver know you no longer want it.
- If you’ve already had your product delivered, simply give us a call to arrange collection.
Once we receive the unused product, we’ll be able to refund you.
Exchanging selected TV & entertainment, computing, phone and smart tech products
Unfortunately there are some TV & entertainment, computing, phone and smart tech products that we can't exchange.
If you’ve ordered one of these products, and you decide you want to change it, you’ll be able to return it in one of the ways listed above. We’ll refund you for the product (subject to our normal terms on refunds) and you’ll then be able to place a new order for the replacement item.