We believe that reviews should reflect a person’s genuine experience with a product or our service. Therefore, we have a zero-tolerance policy against fake reviews. A fake review is a consumer review that purports to be, but is not, based on a person’s genuine experience. This applies to both positive and negative fake reviews.

Aosom may, on occasion, incentivise customers to leave a review, for example, by offering discounts, partial refunds, or free products. We understand the importance of transparency in such cases. The programme is called the Product Reviews Rewards Programme.

Our policy on incentivised reviews is as follows:

• • Incentivised reviews will be clearly stated with a label displayed prominently alongside the review
• • The review must still reflect the reviewer’s genuine experience.
• • We will not hide or omit information relevant to how reviews have been written.
• • You can read the incentivised reviews terms and conditions here.

Aosom actively encourages genuine feedback from our customers.

• • For service reviews, we request feedback on all purchases via our trusted partners: TrustPilot, Google, and/or Reviews.io.
• • For product reviews, we typically request these for a limited time after purchase. This process helps us verify that the reviewer has genuinely used or attempted to use the product, ensuring the authenticity of product feedback.

We will not interfere with the ability or willingness of genuine reviewers to leave reviews

We do not:

• • Threaten or use legal action to prevent negative reviews.
• • Prevent bona fide users from leaving reviews.
• • Arbitrarily stop or start review invitations to manipulate outcomes.
• • Make dispute resolution contingent on a consumer not leaving a negative review.
• • Cherry-pick positive reviews for publication over negative ones.

Aosom is committed to ensuring that all published reviews are genuine and comply with our guidelines.

Our policy on incentivised reviews is as follows:

• • We will not suppress genuine negative or positive reviews.
• • We will not edit, withhold, or remove genuine negative reviews.
• • We will only remove reviews if they are in violation of our review guidelines, for example, if they are determined to be fake reviews, concealed incentivised reviews, or if they contain unlawful content such as hate speech or personal attacks.
• • If a product changes over time, we will consider whether older, genuine reviews remain relevant. If a change results in a materially different experience for the consumer, we may need to adjust our approach to displaying those older reviews.

We rely on our community to help us maintain the integrity of our review system. If you see a review that you believe is a fake review or a concealed incentivised review, you can report it by pressing the report button located next to the review.

Once a review is reported, we will investigate it. Our internal policy sets out our criteria for investigating these reports and how we will make determinations, balancing the need to remove unlawful content with ensuring genuine, lawful reviews remain visible. Where we determine content constitutes a banned review, we will take steps to remove it and ensure it does not impact consumer review information.

When investigating a reported review, our internal criteria consider a range of indicators, including unusual IP address activity, unverifiable purchase history, duplicate or copy-pasted content, and conflicting information, such as a mismatch between the star rating and written feedback, or where the review appears to describe a different product or service.