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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 process 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. We will send you a refund including standard delivery charges, but 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.

Are all products covered by warranty?

If you are a consumer, all products purchased from Aosom UK come with our quality guarantee to ensure you are completely satisfied. If you do encounter any problems with your purchase, our dedicated Customer Service team, will deal with the issue promptly and professionally.

For all non-electrical products, we offer a six month warranty, whereas all electrical items come with a one year warranty, all starting from the date of the delivery. In each case, our warranty means that we promise that on delivery until the end of the warranty period, the goods will be free from defects caused by the manufacturer.

NB The warranty does not affect any consumer legal rights relating to faulty goods. You can get advice about your legal rights from your local Trading Standards office or Citizens' Advice Bureau.

The warranty only applies if:

  • you have complied with any inspection/notice obligations on delivery (if you aren’t a consumer);

  • you tell us by email within 14 days of the time when you discover the defect; and

  • you give us a reasonable opportunity after receiving your email to examine the goods and (if we ask) you send the relevant goods at your expense to the address we give you so we can check them.

The warranty doesn’t apply:

  • if you make use of the goods in a commercial or business setting;

  • if you make any further use of the goods after giving us notice;

  • if the defect arises because you failed to follow the instructions or appropriate procedures as to the storage, installation, use or maintenance of the goods or from fair wear and tear or from deliberate damage, accidents or negligence;

  • if you haven’t paid the total price for the goods by the due date for payment; or you have altered or repaired the goods without our written consent.

Subject to what we say above, if the warranty applies, we will at our option repair or replace the goods.

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.