AO Returns Information
Ideally, everything goes right the first time. Unfortunately, this doesn’t always happen, whether it’s a product arriving faulty or just not living up to expectations you’re not always fully happy with your new purchase.
Luckily, AO offer 100-day returns on orders and best of all, they’re completely free. If you are not happy with an unused product, you can return your item at any point within 100 days with no quibbles or questions asked for a full refund including delivery costs. To return an item just log in to the My Account section of the website and complete the return form. All paid for services that haven’t taken place will also automatically be refunded. Once you’ve filled in the returns form AO will take care of everything after that and you won’t have to worry about a thing.
Full refunds can still be given on unpacked items but if your purchase has been installed or used then AO can only give a partial refund. The maximum partial refund that AO offers is up to 50% of the item’s cost. Refunds will be sent to your original payment method within 14 days of returning your product.
AO do offer exchanges on most products. Selected TV and entertainment, computing, smart tech, gardening and DIY products cannot be exchanged. However, if they can’t be exchanged you can still return them for a full refund and simply order a replacement. To find out if your item is eligible for an exchange simply use the Live Chat feature on AO’s website.
Sometimes products arrive with faults or develop over time, if you think this has happened to you then report it as soon as possible. Like requesting a return, you can find the best way to report a fault with a product by logging in to the My Account section of the site.
AO will support you through the process or you may choose to contact the manufacturer directly. When contacting the manufacturer directly make sure you have your invoice from AO to hand as you’ll need the details. If you choose to speak to AO or the manufacturer be sure to give as much information about the fault as possible so if an engineer is needed you’ll get one.
How Can I Return an Item?
CollectionBy filling out the returns form in the My Account section of the site, AO will arrange the collection of your order. This is a free service and on the day of collection, you’ll receive a 3-hour window for the collection. If you don’t have a My Account then simply sign up with the email address attached to your order and they’ll find it for you.
Drop at ShopMuch like click and collect when you receive your order, AO also offer a drop-off service for returns. With thousands of locations to choose from, you can select the store to return your item to when you register your return. The drop-off points include Asda branches as well as CollectPlus and DPD drop-off points.Once you’ve registered your return, you’ll receive an email with a label to attach to your item. If you haven’t got a printer then pick an Asda as the return location and you’ll receive a QR code to be scanned when you drop off your item. So you’ve packed everything up, labelled it and then dropped it off? You’ll receive your refund within 14 days. If you’re returning a faulty item using the Drop at Shop service, then give AO a call so they can give you an authorisation number. After you’ve dropped your return off at a shop you’ll be given a reference number for you to track it and to use as proof of it being returned. Items returned using the Drop at Shop service must be on the smaller side of the items on offer at AO and they must fit one of these 3 maximum sizes:
- Small - 60cm length x 50cm width x 50cm depth. This roughly equates to the size of a laptop, kettle or toaster. Small items must weigh under 10kg.
- Large - 100cm length x 50cm width x 50cm depth. This roughly equates to the size of a coffee machine or 28” TV. Large items must weigh under 20kg.
- Heavy - 90cm length x 60cm width x 60cm depth. This roughly equates to the size of cooker hoods. Heavy items must weigh under 25kg.
- Gardening products that have blades such as chainsaws or hedge trimmers need to be boxed before they are returned. Items that you’ve used that came with batteries must have their batteries removed before being sent back.
- If you’re returning a bundle, then you must return all the items included to get a full refund. If you send back an incomplete bundle then you will only be offered a partial refund.