We are extending the return period for Christmas purchases. All orders placed between 1 November 2024 and 31 December 2024 can be returned until 31 January 2025.
If any item is found to be damaged upon arrival, please contact us using the contact form or call our Customer Service team on 0800 240 4050 within seven days. We will then assist and provide you the information required, along with ways we can resolve the issue at hand.
If an item has been incorrectly ordered or is no longer wanted and you are a consumer, you can exercise your 30-day “cooling off” rights. Please see the “cooling off” section of our terms and conditions for more information. If you’re not sure what to do, please get in touch using the contact us form or call our Customer Service team on 0800 240 4050. We will then assist and provide you with full details on resolving your issue.
If you are a consumer, you may have the legal right to cancel the contract (“cooling off”) within 30 days of receiving the goods. If so, you must send us a clear statement saying that you wish to cancel and then send the goods back to us at your expense within 14 days thereafter. Items should be returned to us unused and boxed as new and in the same manner as per received in the original packaging. If you'd like us to collect the item(s), please contact our customer service to arrange a collection (available only for UK Mainland). Please note that a collection fee will apply, which will be deducted from your refund. The exact cost will be provided when we schedule the collection with you. We will send you a refund for the returned goods less damage caused by unnecessary handling within 14 days of receiving the goods back or at least proof that you have sent them.
Refunds will be paid back via the original payment method and will take between 7-14 days to process and hit your account. You will be notified once we have received the item and it has been processed. If your refund has not been processed after four weeks of returning the item(s) please contact us.
If your item appears to be missing any parts, please contact us within 30 days of delivery on 0800 240 4050 or using the contact us form so we can assist you further in resolving the issue. When contacting us, please ensure you include the item name and code, along with the part you believe to be missing.
If the goods supplied are faulty, we can help you with the following options:
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Refund/partial refund/replacement parts/full replacement, within the first 30 days after the day on which the goods were delivered.
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Replacement parts/full replacement if available, after 30 days and within 12 months from delivery for electrical items and 6 months for non-electrical items.
For electrical goods within the first 12 months from delivery, and for all other goods within the first 6 months, we will assume that the fault was present at the time of delivery.
Kindly provide photographic or video evidence of the fault where applicable, and we will do our best to assist you.
If you wish to cancel an order before you accept delivery, please contact us as soon as possible on 0800 240 4050 (open Monday to Friday, 9-5pm). If it has not been dispatched we will cancel the order and refund the value of the item(s). However, due to our 24-hour dispatch turn around, we cannot guarantee that your order won’t have been sent out by the time you contact us.
It may be possible to stop a delivery and return to sender directly with the courier in your online tracking portal.
If your order has been dispatched, please refuse delivery, If you haven’t refused delivery and are a consumer, you may still have the right to return the goods in return for a refund. See above under “Unwanted Goods”.
At times, we may be unable to fulfil an order due to product quantities, errors in product information or problems with payment and as a result, we must cancel the order. In some circumstances we may require additional verification information before accepting an order. We will be in contact if any of the mentioned circumstances arise.
If we notice an unusual pattern of returns activity that is far out of the ordinary or if we have reasonable suspicion of abuse and fraud on the part of the customer or trader, we reserve the right to reject the order with reference to this ‘Fair use’ clause.
Grounds for rejection will be based on several non-discriminatory criteria. This includes but isn’t limited to:
- Excessive frequency of returns in relation to order frequency
- Consistent alleged missing or faulty parts/goods
- Using false or fraudulent identity
When we identify a customer that has systematically and consistently exhibit this behaviour, we will evaluate on a case-by-case basis whether the customer’s order should be cancelled and we reserve the right to refuse to enter into contract with the customer in question and/or pause the customers ability to buy from Aosom either temporary or indefinitely.
The order is accepted and a binding legal contract is formed when we send a dispatch email and this clause does not prevent customers from returning goods purchased.
