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Returns & refunds
Returns Procedure
1 You have up to 30 days from delivery to returns any goods from Aosom.
2 Contact our customer services team with details of why you want to return the goods.
3 We will get back to you with further instructions on how to return the goods or rectify your issue.
4 You send the product back to us.
5 Once we’ve received the goods and ensure all is in order, a refund will be processed within 14 days.
Damaged Goods

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.

Unwanted Goods

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. 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.

Missing Parts

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.

Post-delivery?

If the goods supplied are faulty, you have the right to be assisted with the following outcomes:

  • Refund/reduction of price/replacement part/full replacement, within the first 30 days after the day on which the goods were delivered.

  • Replacement parts/full replacement if available, after 30days and within 12 months electrical/6 months non-electrical

  • You need to provide evidence that the goods are faulty and within 12 months for electrical goods and 6 months for all other goods we assume the fault to have been present at time of delivery


Cancelling Orders Before Accepting Delivery

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”.

Accepting Orders

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.

Fair Use

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.

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