Terms & Conditions

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) are ready to leave our distribution centre for delivery 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 such circumstances we’ll refund the 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.

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

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 information 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. 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.

Price Match Promise

Our 'Price Match Promise' service is for the benefit of consumers – we match the price of products available for immediate online purchase from our competitors’ websites, subject to certain conditions. Please see here for more information. 

Please note that AO Five Star prices are available exclusively to our AO Five Star members – we therefore don’t offer our ‘Price Match Promise’ on membership discounts and deals. So if you’d like to take advantage of an AO Five Star price please add membership to your basket before you reach the checkout page. Visit our AO Five Star page for more details.

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 and Apple Pay on 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. 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.

We sometimes offer personalised incentives too. Just like unique discount codes, these are given to individual customers and run for a limited amount of time. They’re based on your previous visits to ao.com, your shopping habits, and the deals currently available, so we can offer you the discounts you really want.

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.

AO Five Star Members

If you’ve purchased an AO Five Star membership we hope you’re enjoying all the benefits that come with it. Details of your benefits can be found on our AO Five Star page, together with the membership T&Cs. 

We’re pleased to offer our AO Five Star members several enhanced services, for example free delivery, free Remove & Recycle, extended 100-day returns. Everything we say about those services in these Terms & Conditions will continue to apply to AO Five Star Members, apart from the initial upfront charge or the standard time limit (as applicable).

Some discount codes and unique codes will be available exclusively to AO Five Star members. Everything mentioned above about discount codes will still apply.

Delivery

We offer UK delivery. You’ll be able to choose a delivery date and timeslot from those offered on our website, where you will also see the applicable delivery charges.

Some geographical restrictions may apply. We may not be able to deliver if you’re in the Scottish Highlands or in more remote parts of Scotland, this includes IV25, IV27-29, IV33-40, IV52-53, KW0-14. 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’re not currently able to offer deliveries to the Channel Islands, the Isle of Man or the Republic of Ireland.

Next Day delivery and specified delivery timeslots are each subject to availability. Availability may change throughout the day/week as slots are being booked-up so you’ll see which options are available to choose from when you tell us your postcode at checkout. If you add installation or other services to your basket which take place at the same time as delivery, this may also affect the earliest delivery date available or the availability of Next Day options.

Your delivery will normally be made through our sister company, Expert Logistics Limited t/a AO Logistics (“AO Logistics”). It 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 send you notification of a 4-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 & Collect service is provided by Yodel. Click & 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 & Collect service, you can check postcode availability in the basket.

For large items, you’ll be able to amend your order free of charge up until the deadline shown on your Order Confirmation email (in most cases 2pm the day before delivery). After this point your product will be on its way so additional charges will apply if you wish to amend your order. Please see the Failed Delivery, Re-Delivery & Collection Charges section below.

Orders for small items, such as a small appliance, computing product, selected TV and audio products, a Smart Home item, gaming product or garden and DIY product, can’t be amended between payment and delivery. These must be refused at the point of delivery, or returned for free using our Drop at Shop service. Alternatively, we can collect but a collection charge will apply.

It's your responsibility to make sure someone is available to accept your delivery. If our driver arrives within the estimated 4-hour time-slot we’ve given you but nobody is in then additional charges will apply. If you choose to cancel your order instead then we’ll refund you the price of your product. Please see the Failed Delivery, Re-Delivery & Collection Charges section below.

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 e.g. 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 a charge for re-delivery will apply in these circumstances. We also reserve the right not to re-attempt delivery; in which case we will always refund you the price of your product.

Delivery of Age-restricted Items

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. Any product that has a PEGI (Pan-European Games Information) rating can only be purchased by you if you are of the appropriate age, or if the person you are buying the product for is of the appropriate age, to receive and view the content of the title you’ve chosen. If you are underage please do not attempt to order or purchase these products. We complete age verification checks on ao.com orders for bladed and gaming products, and our drivers, if appropriate, also check that delivery recipients are over the appropriate age. 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 available 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 online order.

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.
• Our Price Match Promise is not available on pre-order items.

Age Restrictions on Gaming Products

Any product that has a PEGI (Pan-European Games Information) rating will be labelled on its product page or packaging. 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 chosen. 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 chosen. 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 same time as you place your order. 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.

Remove & Recycle

If you’re making use of our Remove & Recycle 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 removed, all we ask is that your old TV is disconnected from any stands or brackets, ready for us to take away.

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 used appliance to us for recycling 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.
• The appliance doesn’t properly fit into the space you’ve made available.
• Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.

Please note that if we’re unable to complete an installation because the area isn’t suitable (including for the reasons listed above) additional charges will apply.  Please see the Failed Delivery, Re-Delivery & Collection Charges section below.

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 online 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 to Stand Set Up Service

We can set up your new TV purchased from AO onto an existing, pre-built TV unit and connect it up to compatible speakers and accessories.

You can find more information on what this service includes, and what we don’t cover, here on our TV Set Up Page.

The installer has received appropriate training and will always do their very best to set up and connect your TV but occasionally 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 the connection charge paid.

Cancellations, Returns & Exchanges

If you’ve changed your mind about your product after delivery, you’ll need to let us know within 30 days to receive a refund of the cost of the product. This is longer than outlined in your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales.

To cancel an order and request collection you can either call 0161 470 1200 or visit MyAccount where you’ll be able to do it online (if you don’t already have an account just sign-up using the same email address that you gave us when you placed your order, and all the details will be there waiting for you). Any AO Five Star members wishing to return a product in their extended 100-day returns period should please call 0161 235 0563.

Our charges for collecting any items you would like to return are shown on our Returns page. We’ll apply the charge that is current on the day you request your return.

You’ll receive an estimated timeslot on the morning of your collection and you, or someone you trust, will need to be at your chosen pick-up address for our driver to receive the return item(s) from you. We reserve the right to charge a further collection fee if our driver arrives within the estimated time-slot we’ve given you but nobody is in.

If you return your product to us unused in its complete original packaging and we’re therefore able to resell it ‘as new’, you’ll receive a refund of the full price of the product. We’re happy for you to unpack the product to inspect it, in the same way you’d be able to take a look at it in a shop, but please be very careful until you’re sure you’re going to keep it. If you’ve used the product, had it installed, begun to input/download data or handled it beyond what’s reasonably necessary to inspect it (including removing screen protectors), we may not be able to sell it to someone else ‘as new’. This means that where the value of the product is reduced by actions you’ve taken, we may only make a partial refund, or charge you for the reduction in value.

For hygiene reasons we’re only able to refund personal care items (for example dental care, hair care, grooming & shaving, hair removal or health & wellbeing products) which are returned to us unused and in their original packaging with hygiene seals still intact.

Refunds will be made within 14 days of collection of the item. Where a charge for collecting your returned item applies, we’ll deduct this from your refund and send you the balance – so there’s no extra collection charge to pay upfront.

If you cancel an order within 14 days of delivery (i.e. during your 14-day statutory cooling-off period) we’ll also refund you any standard delivery charge you originally paid.

If you included any additional services in your order (eg. a delivery timeslot, unpack or installation) then we won’t be able to refund any charges you paid for these if you cancel after delivery and the services have already been completed. If you successfully cancel your order before delivery, the additional services will be automatically cancelled and refunded. In all other cases, our 30-day cancellation policy also applies to any services that you may have ordered.

Some additional things you need to know about cancellations, returns and exchanges:

• Next Day Delivery: If you place an order for next-day delivery it is very unlikely that you’ll be able to successfully cancel it before the delivery takes place. Instead, you’ll either need to refuse the delivery when it turns up (and the product will be sent back to us) or to accept delivery and then contact us to arrange a return (as described above).

• Click & Collect: Even if you choose the Click & Collect delivery method, we cannot accept returns to the store, instead we’ll collect your unwanted items from an address of your choice. Orders placed for Click & Collect delivery can only be cancelled if you contact us prior to 9pm, 2 days before delivery. You cannot make any changes to an order placed with Click & 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 & Collect store, we will attempt to contact you.

• Drop at Shop: 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 DPD drop-off points. Visit our Returns Page for details.

• 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 these Terms & Conditions will also apply to Exchanges.

• Small appliances, Selected TV & entertainment, computing and smart tech orders: Orders for some products in these categories can’t be 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 (please see our Returns Page for applicable collection charges). 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. 

• Digital Downloads: If you purchase a digital download, you have until 14 days after purchase to cancel. However, if you commence the digital download within this 14-day cancellation period you’re right to cancel (at will) will end at that point and you won’t be able to request a refund. This is because you’re deemed to be consenting to the provision of the service at that point/=. This does not affect your statutory rights.

• AO Branded Merchandise: Our extended 30-day returns policy is in place for all goods except AO branded merchandise. For these items – such as AO teddy bears – you’ll still have the statutory 14-day cooling-off period for distance sales (e.g. online sales) to cancel your order. As long as your item is unused, call us on 0161 470 1200 within 14 days.

None of the above affects your statutory rights if a product you’ve received from us is, unfortunately, faulty. Please read the If Products are Faulty section below if you need help dealing with a product fault.

Failed Delivery, Re-Delivery & Collection Charges

In the circumstances described below re-delivery, failed delivery or collection charges will apply. Our re-delivery costs vary with our flexible options and depend on your postcode – you’ll be notified of the price when you come to book. Next day delivery and certain timeslots will cost a little extra. Please see herefor current collection charges. Please see herefor current failed delivery charges.

Amendments after the cut-off: You’ll be able to amend your order free of charge up until the deadline shown on your Order Confirmation email (in most cases 2pm the day before delivery). After this point your product will be on its way so, if you’d like to change your delivery date or time, you’ll need to pay a re-delivery charge for a new delivery slot. Alternatively, if you ask to cancel your order after the cut-off, a failed delivery charge will apply.

Failed Delivery: If we’re unable to complete a delivery or associated service because you aren’t in during the notified timeslot, or for another reason that you’re responsible for, you’ll be able to rebook. You’ll be advised of the re-delivery charge for your chosen date at that point and any services that need to be re-performed will be charged at the current rate for that service. If instead you choose to cancel your order, a failed delivery charge will apply. Please note the delivery/service charges paid when you placed your order won’t be refunded in these circumstances.

Small appliances, selected TV & entertainment, computing and smart tech orders: Orders for some products in these categories can’t be 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 (please see our Returns Page for applicable collection charges). 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. 

Collection: A collection charge will apply if you change your mind about your product after delivery and need us to collect it from you in order to return it. Full details of how our returns and refunds process works are in the Cancellations, Exchanges & Refunds section above.

None of the above affects your statutory rights.

If Products are Faulty

If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality electricals, but sometimes things do go wrong. Here’s how we’ll fix it…

It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.

The solutions below are 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 before this date.

Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over the phone. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s not another reason for the problem.

1. If a fault is confirmed within 30 days of delivery, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced.

2. If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), just let us know and you can choose whether you’d like us to either repair or replace it for you.

• In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a repair or replacement to fix the issue, but not the choice of either.
• 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.

3. If you find a fault 6 months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned in point 2.

Manufacturers are best placed to help you deal with manufacturer faults. Sometimes we’ll ask you to get in touch with them to resolve the issue. We can even put you straight through to them on our phone system to make it easier for you.

And remember, your manufacturer warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. Some manufacturers even offer extended warranties of up to 10 years! You may need to have registered your product to qualify for these promotions though. If you’re not sure if warranty registration is required for your product, talk to a member of our team to find out.

Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.

If you need to report a fault or we’ve been unable to answer your question so far, you’ll find the ‘contact us’ page at the bottom of this one.

For more advice about your legal rights, you can get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

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, pandemic 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, and this causes you to lose food stored in the appliance or damage of secondary items then, if you provide us with evidence, we can provide reimbursement (up to a maximum of £250).

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.

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

Our website, 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 0161 470 1200.

Alternatively, you can 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 1 year. If applying via ao.com 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 via ao.com 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, you’ll need to have your product delivered to your home address so we can make sure it’s really you. This means that your first purchase cannot be or include a digital download.

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.

Oven and Hob Packages

Packages are subject to availability. If there are any problems with your order, please call our customer contact centre on 0161 470 1200 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.

Statement of Compliance for Connectable Products

From 29 April 2024 new connectable products should be accompanied by a Statement of Compliance from the manufacturer, certifying that the product complies with applicable security requirements in the Product Security and Telecommunications Infrastructure (Security Requirements for Relevant Connectable Products) Regulations 2023. It will also set out the manufacturer’s defined support period for the security features in the product.

If you would like a copy Statement of Compliance please contact [email protected] with your order number and product details and we’ll email it to you within 14 days. There are some connectable products which won’t have a Statement of Compliance, if this is the case we’ll confirm when we receive your email.

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 0161 470 1200 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.

Offers, Promotions & Competitions

Terms & Conditions for any additional offers, promotions or prize competitions currently being featured can be found on our Promotions Explained page.

Multiple Orders

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.

Please note, ao.com supplies products for domestic and private use. Business and trade customers should visit our dedicated ao-business.com website.

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 0161 470 1200

If for any reason you’re unhappy with your AO Finance plan and want to make a complaint, get in touch with us as soon as possible and we’ll do our best to put things right. Email [email protected] and one of the team will be in touch.

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 Retail ADR are as follows:

- Post address: 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.