How to get a refund for a faulty AO.com appliance
If an appliance you bought from AO.com is faulty, you have clear legal rights to a refund, repair, or replacement. Don't let a broken product leave you out of pocket. This guide will help you understand your options and get your money back.
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Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your appliance is faulty within 30 days of purchase, you have an absolute right to reject it and receive a full refund. If the fault appears after 30 days but within six months, AO.com must be given one opportunity to repair or replace the item. If this fails, or if the repair/replacement is not possible, you are entitled to a full refund.
Step by step
- 1Gather your proof of purchase, such as an order confirmation or invoice, and document the fault with photos or videos if possible.
- 2Contact AO.com's customer service via phone, email, or their online portal. Clearly state that the appliance is faulty and specify whether you are within the 30-day rejection period or beyond it.
- 3State your desired remedy, whether it's a full refund (if within 30 days or if repair/replacement failed after 30 days) or a repair/replacement. Explicitly reference your rights under the Consumer Rights Act 2015.
- 4If AO.com refuses your request or offers an unsatisfactory solution, escalate your complaint through their formal complaints procedure. If still unresolved, consider using an Alternative Dispute Resolution (ADR) scheme or pursuing a claim through the Small Claims Court.
What they'll say, and your comeback
“It's just a minor fault, we can arrange a repair for you.”
Comeback, Under the Consumer Rights Act 2015, if the fault occurred within 30 days of purchase, I have the right to reject the goods and receive a full refund, not just a repair.
“You've had the appliance for over 30 days, so we can only offer a repair or replacement.”
Comeback, I understand that after 30 days, you have the right to repair or replace. However, if the repair is unsuccessful or not possible, or if it causes significant inconvenience, I am still entitled to a full refund.
“We believe the fault was caused by misuse or accidental damage.”
Comeback, For faults appearing within six months of purchase, the Consumer Rights Act 2015 presumes the fault was present at the time of delivery. It is AO.com's responsibility to prove otherwise, not mine.
FAQ
How long does AO.com have to issue a refund?
Once AO.com agrees to a refund, they must process it without undue delay, and in any event within 14 days of agreeing that you are entitled to it.
What if AO.com wants to inspect the appliance first?
AO.com may wish to inspect the appliance to verify the fault. This is reasonable, especially for larger items. However, this should not cause undue delay or prevent you from exercising your rights if a fault is confirmed.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.