We want you to be completely smitten with your new electricals. But, we know that sometimes things don’t work out. If you want to return an item, just let us know within 100 days of delivery and you can get it back to us in a number of ways, completely free of charge.
Returns made easy
If you’re not 100% happy with your new product, we won’t mess around. We’ll give you a full refund if it’s unused, including delivery costs. Your refund will be issued back to your original payment method within 14 days of collection or 14 days from the point you dropped the product back at your chosen Drop at Shop. If the product has been used or installed, you’ll be entitled to a partial refund up to 50% of the cost of the item.
Whatever suits you, we can do. Let us collect your product or if it’s easier, you can use our Drop at Shop service to return smaller items. We have thousands of Drop at Shop locations across the country, including Asda stores as well as CollectPlus and DPD shops. The best bit? It’s totally free!
Not what you thought it was going to be? No worries. We can arrange an exchange for most products we sell. See below for more on exchanges.
Click here for more on our 100 day cancellation policy, what to do if you’re returning a bundle and info on used and faulty products.
You can drop it off...
Our Drop at Shop service is available for smaller items and is available at thousands of stores across the UK. You’ll be able to choose which store you want to drop your parcel off when you register your return.
When you received your delivery, you should have received a return label within the parcel. Don’t worry if you've not got a label, we’ll email one to you when you register for your return.
Once everything has been packed securely, labelled correctly and dropped off, you should receive your refund within 14 days.
Drop at Shop item sizes
Small (10kg) - max length 60cm, max width 50cm, max depth 50cm - e.g. laptop, kettle, toaster.
Large (20kg) - max length 100cm, max width 50cm, max depth 50cm - e.g. coffee machine, 28” TV.
Heavy (25kg) - max length 90cm, max width 60cm, max depth 60cm - e.g. cooker hood.
To make things extra easy for you, if your item is on the larger side, our lovely AO drivers will come to you and collect the product. If you’ve decided you’re not happy with what you’ve ordered, head to My Account, fill out the cancellation form and request for us to give you a call to arrange a collection. Or, you can give us a call on 0344 324 9222 and our team will be happy to help.
Selected TV & entertainment, computing, phone and smart tech products
Some products are delivered by expert couriers DPD and CollectPlus which means that returns work a little bit differently. Don’t worry though, it’s all still free!
You can't cancel your order once it's been placed. But, if you’ve changed your mind about the product, just let the driver know when it arrives that you'd like to return it to AO.
If you've already accepted the delivery but you'd like to return, just follow the home collection or Drop at Shop instructions above.
Once we’ve received the unused product, we can process the refund for you.
There are certain TV & entertainment, computing, phone and smart tech products that we can’t exchange. You can still return your product in one of the ways listed above and we’ll refund you subject to the normal terms. You can then place a new order for the replacement item.
Extra bits you need to know
Our 100 day cancellation policy
Our 100 day cancellation policy also applies to any additional services you may have ordered such as disconnection, disposal etc. Services will be automatically cancelled when the order for the product is cancelled, unless the service has already been carried out. If you've selected any additional services to be carried out within 100 days of the order, then your cancellation rights will have been waived. We aren’t under any obligation to refund any charges for services that have already been performed.
If you’ve used the product…
We’re happy for you to unpack the item and inspect it properly. But, if it’s been used or installed, we can only offer you a partial refund that covers the loss in value of the product. This could be up to 50% of the total cost of the item. The same 14 day refund rules also apply to used products.
If you think your product is faulty, head to My Account where you'll find the manufacturer's contact details - they're a fountain of appliance knowledge and will be able to help or advise on any next steps. Their details will be next to the product information in your order history. We're always happy to help so should you need anything else, just give us a call. Whether you're getting in touch with the manufacturer or us, please provide as much information on the fault as possible so either one of us can work out if an engineer is needed. If you're returning a faulty product using our Drop at Shop service, you'll need to give us a call so we can provide you with an authorisation number. If the product is deemed 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 won’t be equal to the RRP of the item(s) you’re returning.