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Terms and Conditions

These Terms and Conditions apply to your use of the ao.com website and every order placed with ao.com. We're passionate about our customers and making sure that you're happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straight-forward and customer friendly way.

Our Contract with you

When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the model you need. In the event of these circumstances we will refund you any price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances. Please note that you cannot place more than 6 orders for the same Amazon product within a 24 hour period, either on one order or on separate orders. We are also unable to sell any Amazon products to business customers. If you order an Amazon product as a business customer, your order will not be accepted.

Availability

We display our availability on the website and when you can have an item delivered. Where we display the earliest available delivery day prior to the checkout, postcode restrictions may apply. For the most accurate delivery date to your home, you can enter your postcode when you’re in the checkout.

We deliver thousands of products a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.

Website Information

We try to specify accurate dimensions for every product listed on ao.com. However, please be aware that the product dimensions do not include any protruding features such as controls and handles etc and product dimensions represent the casing of the product only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.

Customer Reviews

Any customer reviews of the products we sell are the opinions of our customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.

You acknowledge and agree that:

The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our website belongs to us. You are permitted to use this material only as expressly authorised by us or our suppliers.

We are entitled to change or amend our website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).

Prices

All the prices we display include VAT and exclude delivery and other services such as disconnection & disposal of your old product, or connection/installation, unless stated specifically on the website. You can see further information on our delivery and ancillary services here.

Our 'Price Match Promise' service matches the price of the product including any delivery charges applied by specified competitors, subject to certain conditions. Please see here for further information.

From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product pages for pricing. We may also offer delivery and services (including installation) at a reduced rate as part of a promotion. This is subject to availability and can be withdrawn at AO's discretion. For example, a promotion offering Free Next Day delivery is only valid whilst we have the capacity to offer Next Day Delivery. This is capped at 5pm in some parts of the UK. Some of our products are not held in stock in our warehouse, and are held by our partners or ordered from manufacturers. These products may not be eligible for any delivery promotions. You’ll be able to see the next available delivery date on each product page on our website.

Black Friday Pricing

Any offers are genuine savings. Because we match the prices of competitors, there is the potential for prices to drop further. We will always offer our customers our price match promise.

Payment

You won't be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa card and we do all we can to ensure your details are secure. We also accept PayPal on all online orders, and this doesn't cost you any extra. If there are any problems with receiving payment we'll let you know.

Discount Codes

From time to time we’ll offer discount codes on selected products. Discount codes will be available for limited time with eligible dates clearly visible. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our Price Match Promise. Discount codes can only be redeemed on ao.com and you can only use one discount code per order. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.

Unique Discount Codes

Unique codes are a little different from our normal discount codes but everything mentioned above still applies. Your unique discount code has been generated especially for you and can only be used once. When you’re ready to redeem your offer, simply copy and paste it into the discount code box. You’ll find this on the basket page when placing your order. This code can only be redeemed online, and isn’t valid for orders placed over the phone.

From time to time we may also send you promotional offers and details, including when you first register for My Account. Our My Account registration discount offer applies to items worth £299 or more. Your discount code will have an expiry date and won’t be valid for use after that date. This is a promotional offer and can be withdrawn at any time.

Delivery

We offer free delivery to the UK excluding the Highlands and Northern Ireland. We may not be able to deliver if you're in the Scottish Highlands or in more remote parts of Scotland. For the following postcodes, delivery fees may be higher and your order won't be eligible for free delivery or other promotions: BT, GY, HS, IV21-24, IV26-27, IV40-56, IM, JE, KA27-28, KW15-17, PA20-23, PA28-31, PA34 5*, PA 34 4*, PA41-78, PA80, PH33-50, SI, TR21-25, ZE. Unfortunately, we can only deliver selected TV & entertainment, computing and smart tech products to Northern Ireland. Due to courier restrictions, we can't deliver to the Channel Islands, the Isle of Man or the Republic of Ireland.
 
Your delivery will normally be made through our sister company, Expert Logistics Limited. Expert has a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. On the day of delivery, we will text and email you a 3 hour timeslot. Please note that this is estimated. For smaller items we will sometimes use DPD who also provide a fantastic service. Please note that deliveries coming from different warehouses may not be delivered together. Our Click and Collect service is provided by Collect+. Click and Collect is not home delivery and your product will be delivered to the store of your choice; this will be chosen from a list of available locations at point of order. There are some postcode limitations with the Click and Collect service, you can check postcode availability in the basket.
 
The products we deliver are often big and heavy items to lift, so there will be certain occasions when we may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver; it is your responsibility to ensure access to your property.  In situations where we cannot gain access, we may be able to offer delivery to the nearest point possible i.e. your garage, so you can make arrangements to get the product in. If we believe successful re-delivery is viable when you have taken the necessary measures, we will attempt another delivery however we reserve the right to not re-attempt delivery; in this case we will always give you a full refund.
 
Bladed items, including chainsaws, grass trimmers, hedge trimmers, multi tools and saws, can only be purchased if you are 18 years of age or over. If you are underage please do not attempt to order or purchase these products. We complete age verification checks on orders for bladed products and our drivers, if appropriate, also check that delivery recipients are over the age 18 years old. We reserve the right not to supply any age restricted products where we reasonably believe that you are below the relevant legal age.

Delivery Limitations

Occasionally something will happen out of our control that closes roads, like floods snow or other adverse weather conditions or things like, sporting events which result in closed roads. In this event we'll block any affected dates out of the checkout delivery calendar. If you've already selected your delivery date and you're affected, we'll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.

Unfortunately, on the rare occasions where a delivery is unsuccessful, we're not liable for costs incurred. This might include things like a third party engineer or food deliveries.

There are various delivery options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your order.

Please note, we don't currently deliver selected TV & entertainment, computing and smart tech products to Northern Ireland.

Track Your Order

Track Your Order allows you to view a live estimated delivery window, an interactive map of where we’re up to and how many deliveries we’re making before we get to you. You can use Track Your Order to change your delivery date and request another invoice should you need it.

For certain smaller items delivered by AO Logistics, you can ask us to leave your order in a safe place or with a neighbour if you’re not going to be in. You can also send us additional instructions if you need to. Please note that AO will not take any responsibility for any lost or stolen goods.

Pre-ordering a product

  • Pre-order terms apply alongside and in addition to our terms and conditions of sale.
  • A pre-order product is a product that has not yet been released. By pre-ordering, you are paying for and reserving yourself a product for launch day.
  • Payment for your pre-order is taken when you place the order.
  • Where possible, a pre-released order will be shipped to you so that you may receive it on the release date. When you get to the checkout, you will be able to select a delivery date that suits you, starting from the day of release. Release dates are set by the manufacturers and are subject to change. We are not liable for any changes to a pre-release date that has been advertised by us.
  • Normal refund rules apply to pre-order products.
  • Pre-order products are subject to availability.

Age restrictions on gaming products

Any product that has a PEGI (Pan-European Games Information) rating will be labelled on its product page. If you are purchasing a PEGI rated product, you confirm that you are eligible to receive and view the content of the title you’ve ordered. If you’re buying a PEGI rated product for someone else, you confirm that they are of the appropriate age to receive and view the content of the title you’ve ordered. Please note that we reserve the right to refuse to sell PEGI rated products if we reasonably believe that a customer is under the minimum appropriate age.

Disconnection

Disconnection is available for certain existing appliances that are plumbed into water pipes. Please note that disconnection is covered in the installation charge on cooking and integrated appliances. We can only disconnect your cooking or built-in/integrated appliances when you select the installation service on a new cooking or built-in/integrated appliance at the checkout. Unfortunately, disconnection is not available for hard-wired dishwashers, cooling or laundry appliances.
 
If you have ordered a disconnection service, there are a few things you will need to do before we arrive so we can disconnect successfully. If it's a fridge or freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, you'll need to remove any clothes from the drum. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.

Disposal

If you’re making use of our disposal service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive. If you’ve chosen to have your old TV disposed of, all we ask is that your old TV is disconnected and removed from any stands or brackets, ready for us to take away.

100% of the cost of this service relates to safely transporting the product to our recycling plant. Under the WEEE regulations, recycling costs are borne by the product manufacturer. Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our delivery company's premises; Expert Logistics, Weston Road, Crewe, Cheshire, CW1 6BE - Monday to Friday 10.00 to 16.00. Proof of the delivery of our product will be required and they can only accept like for like items to those that were delivered.

Installation

We offer an installation service for most of the products we sell, but we won't be able to connect your new items if:
  • Any electrical/plumbing supplies needed fail the delivery team's testing or are unsuitable. 
  • Any water supply needed cannot be isolated or is unsuitable.
  • Any drainage/waste facilities needed are unusable.
  • Mechanical adjustments are required to the item(s) to overcome such things as water pressure etc. Alterations to existing plumbing and electrical are required.
  • Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.

If you're making use of a connection/installation service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive.

From time to time we may offer installation services as part of a promotion, for example half price or free installation. Postcode restrictions apply, you can find out if installation is available in your area in the checkout.

Hive Installation

A fully trained engineer will be needed to install your new Hive smart thermostat. But, before they arrive you need to make sure you have a working WiFi connection and that you know the password for it – as you will be asked to put this into the thermostat. The engineer can’t do this for you.

It’s also important that the engineer has easy access to your boiler and airing cupboard.

It’s possible that small decoration damages could happen during installation, which won’t be covered or repaired by AO.

You can find more information about this service on our FAQs page.

Conditions for Gas and Electric Installation

We have an elite team of Gas Safe engineers who are also skilled in electrical connections and able to install your new cookers, range cookers, hobs and ovens. The services included in our gas and electrical installations are clearly highlighted on our Gas and Electrical Connection page.

If you need us to disconnect your old appliance, we will do this when we arrive (and for gas and hard-wire installations, disconnection is included in the installation charge).

As you can probably imagine, for your safety, there are a lot of rules around connecting cookers so there are things that we need you to check before we arrive:


Please ensure that you have suitable ventilation. This could be a suitable extraction fan or a window that opens.
You need to check the dimensions of your new appliance and make sure there'll be enough room around the back and side for ventilation once we've installed it. You need to make sure you've got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer requirements and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the Hot Zone isn't clear, we won't be able to complete your installation.

There needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to a 3 pin electric socket within 1.2 metres of the installation area
If you're planning to run your appliance using cylinder gas, you'll need to make us aware when you place your order. This helps us make sure we've got everything we need to connect it when we arrive!

Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.

Installing Hobs and Cookers

We will install all hobs based on the current hole in the worktop not being any larger than the size of your new hob. If required, we can make this hole bigger to install the new hob but we can only cut into worktops that are made of wood. This means surfaces such as granite, composite or metal will have to be the right size for installation before we get there.

For electric cookers and hobs, we need to be able to access an isolation switch and electricity supply at the connection point.
There are some induction hobs we can't connect due to the type of wiring required and we'll only be able to know for sure when we arrive. If this happens, you'll need to call out an electrician to complete your installation.

If we are connecting a built-in or built under oven, we'll also assess the housing before installation to make sure it's safe for use and can hold the weight of the appliance. We'll check to make sure there isn't any existing damage and unfortunately, if we do find damage, we'll not be able to fit your appliance.  You need to make sure you've got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer requirements and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the Hot Zone isn't clear, we won't be able to complete your installation.

There needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to a 3 pin electric socket within 1.2 metres of the installation area
If you're planning to run your appliance using cylinder gas, you'll need to make us aware when you place your order. This helps us make sure we've got everything we need to connect it when we arrive! To install a gas item, our engineers will need to switch off your gas supply so that they can carry out the work safely. We'll always turn back on and attempt to restart any items you need us to. However, on occasion, some gas items - such as boilers - may not restart and you'll need to call out a Heating Engineer. This is very rare but if it does happen, we will not be responsible for any boiler repair costs.

Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.

TV Wall Mounting

We can mount your new TV purchased from ao.com to your wall and connect it to compatible speakers or accessories. You can find the price and more information about this service on our TV wall mounting page.

How TV wall mounting works:

  • After you’ve added a TV with a screen size of over 49” and a suitable TV bracket to your basket, simply choose your delivery and installation date and go through the checkout process. Our TV wall mounting service is available seven days a week, but please note that this is due to availability and geographical restrictions.
  • You’ll get an SMS from us the day before your TV is delivered, then you’ll be given a three hour delivery window on delivery day.
  • When we arrive to deliver your new TV, we’ll attach your bracket to your wall.
  • We’ll then secure your TV to the bracket, and hide any cables with trunking.
  • We’ll switch on your TV, tune it in and hook it up to any accessories such as sound bars, satellite boxes or games consoles. We can also connect your smart TV to your WiFi and set it up for you.
  • We’ll clean up after ourselves afterwards, take away any packaging and take away your old TV if you’ve selected our disposal service.

Please note that we do not provide the wall bracket and you must purchase your own. We will only install wall brackets purchased at ao.com.

Whilst there isn’t a limit to how many existing devices we can connect, we can’t correct or adjust any settings, or mount any speakers or amps to your wall.

You’ll also need to make sure you have any connecting cables (e.g. HDMI, scart etc.) ready when we deliver, as we won’t be able to supply them unless they’ve been bought as part of your order. These cables will need to be long enough to reach from your wall to your TV, and your plug socket or extension lead needs to be within one metre of your TV.

If you've ordered a smart TV please have your WiFi password ready so you can input it into your TV. Please note, our drivers cannot input your password for you.

We won’t be able to lay cables under carpets, flooring or behind skirting boards, and we can’t mount the TV above heat sources such as radiators and fireplaces, or on to a chimney that is in use.

Please also note that we will have to drill holes in your wall in order to mount the TV bracket. Small amounts of décor damage can sometimes occur during this process (such as small flakes of paint adjacent to the hole), which we won’t be able to repair.

The installer has received appropriate training and will always do their very best to mount and connect your TV but occasionally and mainly for the reasons above, this may not be possible. Where the connection cannot be completed due to something we cannot control (such as [your cables not reaching your plug socket) we reserve the right not to refund any connection charge paid.

Set-Up for Windows Laptops

We’ve teamed up with a third party partner, Scan Computers International Limited, to offer a free set-up service that helps you get started with your new Windows laptop. Once you’ve placed an order with us, you’ll receive an email or SMS asking you to call our dedicated line to book the set-up. Scan will call you at the agreed time and take you through everything you need to get started, such as:

  • Connecting your new laptop to your WiFi
  • Setting up your internet browser
  • Customising laptop settings, including, screen resolution, screen savers and power settings
  • Installing Microsoft Office and virus protection software, if purchased as part of your order
  • Set-up any accessories you’ve purchased from us or elsewhere, such as your keyboard or mouse

Please note that Scan won’t perform anything else outside of the above and are unable to offer advice on the performance of your laptop, or what products to purchase for your laptop.

If you don’t answer the call from Scan after 3 attempts, you will need to rebook by calling customer services on 0344 324 9222.

Once you’re all set up, Scan will let us know that the set-up has been completed. We’ll then contact you by email or SMS to conduct feedback on the service.

Please note that we can’t offer this service to AO Business customers, or to registered businesses buying through ao.com. We are also unable to install any software that hasn’t been purchased from ao.com.

Cancellation

If you're not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 100 days of delivery to receive a refund (this is longer than outlined in your statutory rights, which gives you a 14 day time frame). We’re happy for you to unpack the appliance and have a proper look at it. However, if you have used the product or had it installed, we may not be able to sell it to someone else. This means that where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. If you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of collection of the appliance.
To cancel a product and request collection please call 0344 324 9222. We'll collect your product free of charge within a reasonable time from when you cancel and on a day that suits you. We’ll also refund you the cost of delivery. Please note, even if you choose the Click & Collect delivery method, we cannot accept returns to the store and will instead collect from an address of your choice. You will receive an estimated timeslot on the morning of your collection and must be at the chosen address for the driver to receive the goods from you. If an order is placed for Click and Collect delivery, you are unable to cancel your delivery after 9pm, 2 days before delivery; orders placed for next day delivery cannot be cancelled before delivery. You cannot make any changes to an order placed with Click and Collect as the delivery option. For orders with Click and Collect as the delivery option, if you do not want your product, the quickest way to get a refund is to go into the store you have selected for collection and reject the item. If you leave your product in the Click and Collect store, we will attempt to contact you. Our 30 day cancellation policy also applies to any additional services you may have ordered. If you have ordered any additional services for a product then these will be automatically be cancelled when the order for that product is cancelled, unless the service has already been performed. If you order an additional service and expressly choose for that service to be carried out within 30 days of order (e.g. by nominating next day delivery, weekend delivery, a specific timeslot, or requesting an installation or collection within such 30 day period) and such service has been carried out, then you are deemed to have waived your cancellation rights and we shall not be under any obligation to refund any charges paid for any such additional services.
Selected TV & entertainment, computing and smart tech orders can't be cancelled or amended after your order, but they can be returned after delivery.
In the case of a service contract or a contract for the supply of a digital download, the cancellation period will expire after 14 days from the day of the conclusion of the contract.
If you commence a digital download within the 14 day cancellation period you are consenting to the provision of a service at that point and therefore you acknowledge the right to cancel (at will) will be lost and you will not be able to request a refund. This shall not affect your statutory rights.
Selected TV & entertainment, computing and smart tech products can’t be exchanged. Instead you are able to return your item for a refund, and then place a new order. If you wish to cancel your Computing order and it hasn’t been delivered yet, you can refuse delivery when it turns up and it’ll be sent back to us.

If Products are Faulty

It’s our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements.

As a customer, it’s your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act. 

We'll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.

  • If a fault has been confirmed with your new product within 30 days of delivery, you can return it in exchange for a full refund.
  • If you find a fault with your product after the 30 day cut off (but within 6 months of owning it) you can choose whether you’d like us to either repair or replace it for you (unless one option is disproportionate). If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
  • If you find a fault after 6 months of owning the product and you can prove the defect was present when we delivered it, we’ll follow the same processes that are outlined in point 2.

You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

The manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. In most cases you'll receive a 1 year warranty covering all parts and labour. In some cases, it may be extended to 2, 5 or even 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

Things Beyond Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:

Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.

Our Liability to You

Here at AO, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.
 
If, during the installation, process our team causes any accidental damage, we will repair this damage. However, we cannot repair any pre-existing faults or damage discovered during the installation process.
 
Should an issue arise with a cooling appliance, due to a fault on our part, we can secure up to £250 for food loss or for the damage of secondary items (which excludes the appliance itself).
 
If your computing product or games console develops a fault which causes it to lose saved data, we can’t accept liability for that loss.
 
If for any reason your computing product or games console needs to be sent back to us or the manufacturer, it will be restored to factory settings and data will be lost. Games consoles will also have any digital games removed, which can be downloaded again from your Playstation Plus, Xbox Live or Nintendo account when your console is returned. As we can't accept liability for any data loss, we recommend you regularly back up your data to a remote or external data storage. You can learn more about remote Cloud storage options here.
 
As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.
 
We do not exclude liability for the following heads of loss:

  • Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
  • Fraud or fraudulent misrepresentation.
  • Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
  • Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples).
  • Defective products under the Consumer Protection Act 1987.
  • Information About Us and How to Contact Us

     
    ao.com is operated by AO Retail Limited, a company registered in England and Wales. Our company registration number is 03914998 and our registered office is at:
     
    AO Retail Limited,
     5A The Parklands,
     Lostock, 
    Bolton
    , BL6 4SD. 
     
    Our registered VAT number is GB945698169.
     
    If you have any questions, you may be able to find some answers in our FAQ’s. Our intention is to give you all of the information you need so you never need to call us. However, if you want to check something, change something, ask a question or simply find out about life in general then we have a team of people waiting to take your call on 0344 324 9222
     
    Alternatively, you can email us on [email protected] or write to us at the address given above.

    How We May Use Your Personal Information

    We will use the personal information you provide to us to:

    Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.

    You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.

    Telephone calls may be recorded for training and monitoring purposes.

    If you attempt to make payment but there is an error or delay in processing, we may use this information submitted to contact you to complete your order.

    General

    The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.

    AO Finance

    To be eligible to apply for finance, you must be 18 or older and have been a UK resident for more than 3 years. You must also have an AO My Account. Other conditions may apply and we cannot guarantee that your application will be accepted. The stock will not be allocated until the application has been completed and approved. We reserve the right to withdraw finance on certain products at any time.

    If you’ve used finance to buy from AO in the past, you’ll keep your payment plan with V12, our previous finance provider, until the balance is paid off. If you want to buy using finance again, you’ll need to apply for a new plan with NewDay. For customers who need help with their existing payment plan, you can contact V12 on 02920 468 900. For more information about a new plan, you can contact NewDay on 0333 220 2598.

    To apply for finance with NewDay, just follow these 6 easy steps:

    • Add a product to your basket and go to checkout.
    • Choose AO Finance as your payment method, then click ‘check your eligibility’.
    • Log in to your AO My Account, or create an account if you don’t have one.
    • Answer 5 questions and NewDay will tell you if they think you’re eligible for AO Finance – this won’t affect your credit score.
    • NewDay will then run a full credit check – this could affect your credit score.
    • Read the legal info, select a credit limit preference and add your e-signature.

    If you are unhappy with NewDay’s decision about your application, you’re more than welcome to make an appeal. To do this, please call NewDay on 0333 220 2598. You’ll have one month to submit your appeal once NewDay has told you about their decision.

    If you’ve been accepted and you’re buying a product from AO, please note that orders delivered using Click & Collect can't be paid for using AO Finance.

    For your first AO Finance order, we also need to deliver something to your address so we can confirm your identity, which means that digital downloads must be purchased with a physical item.

    Should you cancel your credit agreement and have already received products from us, then you will be liable to pay us in full for the product (unless your cancellation rights apply). 

    If you are for any reason unhappy with your AO Finance plan and wish to make a complaint, please contact us as soon as possible and we will do our best to put things right.

    If you are not happy with our decision regarding your complaint and wish to take it further, you can ask the Financial Ombudsman Service to review your complaint. You can contact them using the details below:

    Phone - 0300 123 9123
    Email - [email protected]
    Online - www.financial-ombudsman.org.uk
    Letter - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

    Buy More and Save

    Our 'Buy More and Save' offer, when active, excludes Small Appliances (with the exception of Freestanding Microwaves), Floorcare, TV and Home Entertainment and Computing.


    To take advantage of the offer, your appliances must be placed within the same order. You can only add a maximum of 10 appliances per order and you must submit your claim within 21 days of your order being delivered. Unfortunately trade customers are excluded from this offer. To receive your cashback, your claim form will be sent to you via email. Simply fill the form in and once it’s received, cashback will be transferred via BACS within 28 days of receipt of a valid claim.


    AO.com reserves the right to remove, vary or cancel this offer in its sole discretion at any time without incurring any liability. We are under no obligation to honour any multi-line orders placed outside the scope of this offer.

    Oven and Hob packages

    Packages are subject to availability. If there are any problems with your order, please call our customer contact centre on
    0344 324 9222 and have your order reference to hand. Please note, if you wish to return one of the products from the package, we will refund the difference between the price of the package and the full price of the appliance that you are keeping.

    My Account

    My Account allows you to save your details for a faster checkout. From time to time we may also send you promotional offers and details.

    AO Digital Reward Card

    When spending an AO Digital Reward Card you accept the terms and conditions below:

    • AO Digital Reward Cards awarded when buying a qualifying purchase on ao-mobile.com are managed by our rewards partner, Jigsaw Business Solutions Ltd (“Jigsaw”), a company incorporated under the laws of England and Wales with registration number 08663917, whose registered office is at Battersea Studios, 80 Silverthorne Road, London, SW8 3HE
    • Each transaction is subject to various fraud checks and AO.com reserves the right to refuse an order if the payment is subject to additional verification or scrutiny or for any other reason, without providing explanation.
    • AO Digital Reward Cards will be sent to the email address stated in the individual order following the qualifying period.
    • Provided you do not cancel your Pay Monthly contract within your 14-day change of mind grace period or return your phone within 30 days due to it being faulty, you will automatically receive the AO Digital Reward Card by email following this 30-day period. If you do not receive your AO Digital Reward Card within 5 days of this grace period ending, please contact 03338 000 444
    • The value of your AO Digital Reward Card is specific to the deal you selected on AO Mobile, and is available to view on your confirmation email.
    • Where possible Jigsaw will try to meet all delivery requirements but neither Jigsaw nor AO shall be liable for any loss incurred either directly or indirectly by failure to meet the requested delivery date. 'Loss' in this instance includes any loss of profit, costs, damages, charges, other expenses, consequential losses and non-financial losses.
    • Risk will pass to the customer upon delivery. Neither Jigsaw nor AO has any liability for lost, stolen or damaged AO Digital Reward Cards once risk has passed to the customer at time of email delivery.
    • AO Digital Reward Cards cannot be returned or refunded, except in accordance with your legal statutory rights.
    • Jigsaw is not directly linked to AO or any AO company and Jigsaw cannot take responsibility for products and services offered by AO or AO Mobile companies. In addition, AO shall not be responsible for services offered by Jigsaw and its associated companies.
    • The collection and management of your credit card data and personal information which is collected, processed and managed is solely used for sending and managing the reward and to authorise payment. Privacy Policy can be found here.
    • AO Digital Reward Card values should be checked immediately upon receipt. Any discrepancies must be notified immediately to AO Customer Service by calling 03338 000 444 or email [email protected]. Neither AO nor Jigsaw can be held responsible for any shortage or loss of any AO Digital Reward Cards not notified to Jigsaw within 14 working days of email delivery, or the specified delivery date in respect of lost cards.
    • Top up payments can be added to the AO Digital Reward Card. Your credit/debit card statement will read "AO Digital Reward Card.
    • Jigsaw cannot be held responsible for failure to meet its service obligations when any failure is brought about due to a cause totally beyond its reasonable control, for example: acts of God, trade disputes; governmental intervention, fire, flood, and disruption to computer and IT infrastructure.
    • Breach of these terms and conditions by you will entitle Jigsaw and/or AO to seek the appropriate legal remedy available for injunction, damages or otherwise.
    • Whilst the contents of the website are checked for accuracy, Jigsaw cannot be held responsible for omissions or errors or any statements made on the site. Nor is Jigsaw responsible for any losses incurred if information is used from the website or if accessing the site may result in viruses to your computer equipment.
    • The images on the website including trademarks can only be used with the permission of the owner.
    • As a UK registered company any disputes with AO and/or Jigsaw will be subject to resolution under English Law and subject to the exclusive jurisdiction of the courts of England and Wales.

    Spending your AO Digital Reward Card

    • AO Digital Reward Cards are redeemable online at ao.com, they can be used for products or services purchased.
    • When redeeming, follow the payment options to ‘Pay With Card’ as you would a normal debit card. Select ‘Mastercard’ and enter the 16-digit card number and expiry date from the front of the card, and the security code on the back of the card at the checkout.
    • AO Digital Reward Cards cannot be exchanged for cash and is non-transferable.
    • If your AO basket value is less than the balance of your AO Digital Reward Card, the remaining balance will stay on the card until you use it again, or upon the expiry date of the card.
    • AO Digital Reward Cards cannot be returned or refunded, except in accordance with your statutory legal .
    • All refunds of goods or services purchased with an AO Digital Reward Card will be made in accordance with AO’s refund policy. Any refunded amount will be credited to the AO Digital Reward Card used to make the original purchase (or a new AO Digital Reward Card will be issued if the original card has expired) and will not be given in cash. If you topped up the reward card with additional funds, we can refund this value back to the original payment method if it is unused.
    • AO Digital Reward Cards should be treated like cash. They will not be replaced if , stolen or damaged. AO Digital Reward Cards are not a cheque guarantee, credit or charge card.
    • The initial value of your AO Digital Reward Card value awarded from a qualifying purchase from AO Mobile will expire after 6 months from the date of issuing your digital reward card via email.
    • When your AO Digital Reward Card expires with a balance remaining that you added on top of the original issued amount of your AO Digital Reward Card, you can call 03338 000 444 or email [email protected] and request for any additional balance or refund balance that remained on expiry to be re-issued onto a new AO Digital Card or refund issued on to the original payment card used. Subject to routine security checks. The original reward issued by aombile.com will expire at this point and cannot be used to purchase products or services from ao.com
    • AO Digital Reward Card balances can be checked by calling customer services on 03338 000 444.
    • AO may discontinue an AO Digital Reward Card at any time if in AO’s discretion it deems such action necessary.
    • AO Digital Reward Cards are issued by and remain the property of AO PLC,
    • AO may amend the terms and conditions at any time without notice. Nothing in these terms and conditions affects your statutory rights.

    Laptop Bundles

    All of our laptop bundles are subject to availability. If you have an issue with any product within your bundle, please just give us a call on 0344 324 9222 with your order number to hand and we’ll do everything we can to help. If you wish to return your bundle for a refund, all items must be returned. We cannot offer partial refunds on products within a bundle.

    Complaints

    If you have a complaint about ao.com you can contact us as follows:

    By writing us a letter:

    ao.com
    c/o AO World PLC
    5a The Parklands
    Lostock
    Bolton
    BL6 4SD

    By calling us on 0344 324 9222

    By emailing us on [email protected] and we'll get back to you within 48 hours.

    If you are not satisfied with the outcome of your complaint, you are also entitled to pursue alternative dispute resolution by referring your complaint to The Retail ADR, a certified Alternative Dispute Resolution Provider whose purpose is to resolve disputes between consumers and traders without having to go to court.

    The contact details for The Retail ADR are as follows:

    - Post address:The Retail ADR, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP

    - Telephone number: 020 3540 8063

    - Email address: [email protected]

    You may also be eligible to lodge your complaint to EU Online Dispute Resolution platform - www.ec.europa.eu/consumers/odr.