AO.com's public terms include 18 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Requires fault confirmation (sometimes via manufacturer) before the remedy is granted, not a one-message claim.
“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.”AO.com terms, If Products are Faulty
Customer choice between repair/replace still requires fault verification by AO or the manufacturer.
“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.”AO.com terms, If Products are Faulty
Proving the fault existed at delivery typically needs expert/manufacturer assessment, not self-certification.
“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.”AO.com terms, If Products are Faulty
Requires AO or an engineer to inspect and judge that damage was accidental and caused by their team.
“If, during the installation, process our team causes any accidental damage, we will repair this damage.”AO.com terms, Our Liability To You
Requires submitting evidence of loss and AO's discretionary assessment against a £250 cap.
“Should an issue arise with a cooling appliance, due to a fault on our part, and this causes you to lose food stored in the appliance or damage of secondary items then, if you provide us with evidence, we can provide reimbursement (up to a maximum of £250).”AO.com terms, Our Liability To You
AO initiates the refund automatically once it declines an order, requiring only the order reference to verify.
“In such circumstances we’ll refund the price you’ve paid to us.”AO.com terms, Our Contract with you
Customer just needs to request cancellation after a failed delivery attempt with their order ID.
“If you choose to cancel your order instead then we’ll refund you the price of your product.”AO.com terms, Delivery
Refund is automatic on successful pre-delivery cancellation, requiring only the order ID.
“If you successfully cancel your order before delivery, the additional services will be automatically cancelled and refunded.”AO.com terms, Cancellations, Returns & Exchanges
Requires AO to first decide not to re-attempt delivery, a judgement call outside the customer's control.
“We also reserve the right not to re-attempt delivery; in which case we will always refund you the price of your product.”AO.com terms, Delivery
Requires AO to calculate a price difference, which may not be instantly computable by a customer-facing agent.
“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.”AO.com terms, Oven and Hob Packages
An agent could submit a competitor price link and order ID, but must navigate undisclosed 'certain conditions'.
“Our ' Price Match Guarantee' service (previously referred to as ‘Price Match Promise’) is for the benefit of consumers – we match the price of products available for immediate online purchase from our competitors’ websites, subject to certain conditions.”AO.com terms, Price Match Guarantee
Determining a 'partial refund' amount requires AO's discretionary valuation, not something an agent can compute alone.
“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.”AO.com terms, If Products are Faulty
A straightforward add-on refund triggered automatically by a timely cancellation request.
“If you cancel an order within 14 days of delivery (i.e. during your 14-day statutory cooling-off period) we’ll also refund you any standard delivery charge you originally paid.”AO.com terms, Cancellations, Returns & Exchanges
Simple time-bound cancellation requiring only proof of purchase date.
“If you purchase a digital download, you have until 14 days after purchase to cancel.”AO.com terms, Cancellations, Returns & Exchanges – Digital Downloads
Simply requires confirming active AO membership and the order date against the 100-day window.
“We’re pleased to offer our AO members several enhanced services, for example free delivery, free Remove & Recycle, extended 100-day returns.”AO.com terms, AO Members
Customer must initiate a return via phone or MyAccount and arrange collection within the window.
“If you’ve changed your mind about your product after delivery, you’ll need to let us know within 30 days to receive a refund of the cost of the product.”AO.com terms, Cancellations, Returns & Exchanges
Requires a phone call and confirmation the item is unused, not a simple self-service claim.
“As long as your item is unused, call us on 0161 470 1200 within 14 days.”AO.com terms, Cancellations, Returns & Exchanges – AO Branded Merchandise
Whether the item qualifies as resellable 'as new' requires AO's subjective physical inspection.
“If you return your product to us unused in its complete original packaging and we’re therefore able to resell it ‘as new’, you’ll receive a refund of the full price of the product.”AO.com terms, Cancellations, Returns & Exchanges
How to claim
Based on AO.com's public terms and policy pages, read on 1 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. AO.com's public terms include 18 promises that pay out or give credit when something goes wrong, including: Full refund, repair or replace for fault within 30 days; Repair or replace for fault between 30 days and 6 months; Remedy for fault proven to exist at delivery, found after 6 months; Repair of accidental installation damage.
It depends on the promise. The shortest deadline in the terms is 14 days, so claim as soon as you can. Each promise on this page shows its own deadline.
AO.com has a Promise Score of 68 out of 100 (strong), ranking #7 of 77 UK companies and #1 of 10 in Retail.