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30 day returns
If you want to return a product, just let us know within 30 days of delivery and we’ll tell you how to get it back to us.
Returns made easy
Not happy with your new product? No worries. We’ll give you a full refund if your product is unused. To return an item, simply give us a call on 0161 470 1200 or go to My Account, and select the ‘Return Order’ option.
To return a product there will be a collection charge, prices will vary depending on the size of the item.
|
Item Size |
Collection Charge |
|
Large item (e.g. washing machine, TV, cooker, fridge freezer, oven) |
£49.99 |
|
Small item (e.g. kettle, toaster, air fryer, laptop, phone, iPad) |
£24.99 |
- If you cancel your order within your 14-day statutory cooling-off period we’ll also refund you any standard delivery charges. Any service charges already completed will not be refunded.
- You can drop off smaller items at any of our Drop at Shop locations for free. We have thousands of Drop at Shop locations including Asda stores and Yodel drop off points.
- Whether the product is used or unused, if we need to collect the item the above charges will apply.
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 with My Account.
- 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 size
- Maximum dimensions: length 90cm x width 60cm x depth 60cm. Cooker hoods and small TV’s 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 you. Collection charges will vary depending on the size of the item.
|
Item Size |
Collection Charge |
|
Large item (e.g. washing machine, TV, cooker, fridge freezer, oven) |
£49.99 |
|
Small item (e.g. kettle, toaster, air fryer, laptop, phone, iPad) |
£24.99 |
Not happy with what you’ve ordered? Just call us on 0161 470 1200 to arrange a collection or head to My Account and select the ‘Return Order’ option.
Extra bits you need to know
Our 30 day return policy
If you’ve changed your mind about an unused product, you can return it within 30 days. Just call us on 0161 470 1200 to arrange a collection or head to My Account. A collection charge will apply.
Want an extended returns period? AO Five Star members get more time to decide with up to 100 days to return any product. Find out more details here.
Any services you have chosen will automatically be cancelled when your order is cancelled, unless the service has already taken place.
If you’ve used the product
If you return your product to us unused and in its original packaging, you’ll receive a full refund. If you want to unpack it and have a proper look at it first, that’s absolutely fine, but if you’ve used the product in any way at all (including having it installed, downloading data, or removing a screen protector) we may only be able to offer you a partial refund. Collection charges will also apply (see above). If your item has been fully used, we can’t accept a return unless the product is faulty.
- 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.
- 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.
If you’re returning a personal care product
For hygiene reasons we’re only able to refund personal care items which are returned to us unused in their original packaging, with all hygiene seals still intact.
Bundles
If you want to return a bundle, all items must be sent back to get a full refund.
Cancellation and refund terms
Click here to view our full terms and conditions, including all the info on cancellations and refunds.
Exchanges
If you’re returning your item for an exchange, we’ll collect your old item when we deliver the new one. A delivery charge will apply as usual but, unlike a stand-alone return, there’ll be no additional collection charge. Everything else we say about Returns in the Terms & Conditions will also apply to Exchanges.
Small appliances, some selected TV & entertainment, computing and smart tech orders can't be exchanged, cancelled or amended between payment and delivery. Don’t worry, you can either refuse delivery when it turns up and the product will be sent back to us free of charge, or you can contact us to arrange a return after delivery (collection charges above will apply). Some products in these categories aren’t eligible for an exchange, instead you’ll need to return your original item for a refund then place a new order.
Smaller items can also be returned for free using our Drop @ Shop service in My Account. Just enter your postcode and choose to drop it at one of thousands of local stores.
FAQs
- How do I arrange a return?
Not happy with your new product? No worries. We’ll give you a full refund if your product is unused. To return an item, simply give us a call on 0161 470 1200 or go to My Account, and select the ‘Return Order’ option. 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.
- How do I pay the collection charge?
Where a charge applies for collecting your returned item, we’ll deduct this from your refund and send you the balance – so there’s no extra collection charge to pay upfront.
- Where can I drop my small product off?
We have thousands of drop off points across the UK – including Asda stores, along with Yodel 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 of the price of the product, but we’ll deduct any collection charge which applies from this. If your product has been used or installed, you could get a partial refund of 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 4-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 you cancel your order within your 14-day statutory cooling-off period, we’ll also refund you any standard delivery charge you originally paid. If you choose to return your item outside the statutory cooling-off period or you’ve kept some parts of your order, then we’ll only refund you for the items you’ve returned.
