Terms & Conditions
Selected TV & entertainment, computing, phone and smart tech products
Returns
Some products are delivered by expert couriers DPD and CollectPlus which means that returns work a little bit differently. Don’t worry though, it’s all still free!
You can't cancel your order once it's been placed. But, if you’ve changed your mind about the product, just let the driver know when it arrives that you'd like to return it to AO.
If you've already accepted the delivery but you'd like to return, just follow the home collection or Drop at Shop instructions above.
Once we’ve received the unused product, we can process the refund for you.
Exchanges
There are certain TV & entertainment, computing, phone and smart tech products that we can’t exchange. You can still return your product in one of the ways listed above and we’ll refund you subject to the normal terms. You can then place a new order for the replacement item.
Extra bits you need to know
Our 100 day cancellation policy
Our 100 day cancellation policy also applies to any additional services you may have ordered such as disconnection, disposal etc. Services will be automatically cancelled when the order for the product is cancelled, unless the service has already been carried out. If you've selected any additional services to be carried out within 100 days of the order, then your cancellation rights will have been waived. We aren’t under any obligation to refund any charges for services that have already been performed.
If you’ve used the product…
We’re happy for you to unpack the item and inspect it properly. But, if it’s been used or installed, we can only offer you a partial refund that covers the loss in value of the product. This could be up to 50% of the total cost of the item. The same 14 day refund rules also apply to used products.
Faulty products
If you think your product is faulty, head to My Account where you'll find the manufacturer's contact details - they're a fountain of appliance knowledge and will be able to help or advise on any next steps. Their details will be next to the product information in your order history. We're always happy to help so should you need anything else, just give us a call. Whether you're getting in touch with the manufacturer or us, please provide as much information on the fault as possible so either one of us can work out if an engineer is needed. If you're returning a faulty product using our Drop at Shop service, you'll need to give us a call so we can provide you with an authorisation number. If the product is deemed faulty, we’ll offer you a resolution in accordance with your legal rights.
Bundles
If you buy a bundle and wish to return it, you must return all items to qualify for a full refund of the price you paid. Otherwise a partial refund amount will be offered, which won’t be equal to the RRP of the item(s) you’re returning.
Cancellation and refund terms
Click here to view our full terms and conditions, including details of cancellations and refunds.
