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Price match promiseFree 100 day returnsRated ExcellentNext day delivery, 7 days
a weekPay with AO Finance
1. Help & Advice
2. My AO
3. Terms & Conditions
Published 21/01/2022
TERMS & CONDITIONS
These Terms and Conditions apply to every order placed with ao.com and any AO
branded concessions in stores and the use of the ao.com website or concession
portals (“Website”). 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 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 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 or when you
order in-store. 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 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. 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.
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 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. 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.
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 any 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. 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. 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 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 text and email you 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 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 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 we reserve the right to not re-attempt delivery; in this case
we will always give you a full refund.
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 in-store and 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. If you’re shopping in-store, our colleagues
will explain the available delivery options before you complete your 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.
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 when 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.
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 online checkout or
from a member of staff if shopping in-store.
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 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. Alternatively, if buying in-store, a member
of staff will assist with this. 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 from AO.
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.
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 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 only).
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. 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.
To cancel a product and request collection please call 0161 470 1200 or, if you
ordered via ao.com, just 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). We'll collect your product free of charge within a reasonable
time from when you cancel and on a day that suits you. If you cancel within your
statutory cooling-off period we’ll also refund you any standard delivery charge
you originally paid. Please note, even if you choose the Click & Collect
delivery method or purchased from an AO branded store concession, 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.
If you’ve ordered any additional services for a product and choose to cancel
your product order before delivery, the additional services will be
automatically cancelled and refunded. If you cancel an order after delivery and
the additional services for the product have already been completed (e.g.
nominated next day delivery, a specific timeslot, installation or collection),
we won’t be able to refund any charges paid for these additional services. In
all other cases, our 100-day cancellation policy also applies to any services
that you may have ordered.
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 purchased from ao.com, the cancellation period will expire after 14
days from the day of the conclusion of the contract. Digital downloads purchased
from an AO store are non-returnable.
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.
Our generous 100-day returns policy is in place for everything 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.
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. The same applies if a fault is confirmed within 30 days of
purchase of a take-away item from one of our AO stores.
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, 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.
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 and AO concessions in stores are 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 3 years. 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.
To apply for finance in an AO store, please speak to a member of staff who will
be on hand to guide you through the process.
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 - complaint.info@financial-ombudsman.org.uk
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 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 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.
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 customerservices@ao-mobile.com. 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.
* 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.
* 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.
* 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 0161 470 1200 with
your order number to hand, or visit the store from which you bought it, 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.
COMPLAINTS
If you have a complaint about ao.com or an AO branded concession 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 regulatedcomplaintsadmin@ao.com 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 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: enquiries@retailadr.org.uk
You may also be eligible to lodge your complaint to EU Online Dispute Resolution
platform - www.ec.europa.eu/consumers/odr.
Why choose ao.com?
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TRUSTED BY YOU
Rated Excellent by over 300,000 happy customers
HASSLE-FREE INSTALLATION
Our experts deliver and install 100s of appliances every day
PRICE MATCH PROMISE
We'll match all retailers, even in the sales!
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ao.com is operated by AO Retail Limited, registered in England with company
number 03914998 whose registered office is at 5a, The Parklands, Lostock,
Bolton, BL6 4SD
The goods you buy from this site will be purchased from AO Retail Limited
Credit is provided by NewDay Ltd, 7 Handyside Street, London, N1C 4DA. AO Retail
Limited acts as a credit broker for NewDay Ltd on an exclusive basis and is not
a lender. NewDay Ltd and AO Retail Limited are each authorised and regulated by
the Financial Conduct Authority. Credit is available only to UK residents aged
18 and over. Subject to status. Terms apply.
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