How to get a refund for a faulty AO.com appliance

Your rights

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your appliance develops a confirmed fault within 30 days of delivery, you have the short-term right to reject it and receive a full refund. If a confirmed fault appears after 30 days but within six months of delivery, AO.com has the right to offer a repair or replacement as the first remedy. If this repair or replacement is unsuccessful, impossible, or causes you significant inconvenience, you then have the right to a final rejection, which means a full or partial refund. For faults appearing within six months of delivery, the law presumes the fault was present at the time of delivery, and AO.com must prove otherwise. Beyond six months, and up to six years (five years in Scotland), you may still claim a refund, repair, or replacement if the product was not of satisfactory quality or fit for purpose when sold. However, after six months, you must be able to prove the fault was present at the time of purchase.

Step by step

1. 1Gather your proof of purchase, such as an order confirmation or invoice, and document the fault with photos or videos if possible.
2. 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.
3. 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.
4. 4If AO.com refuses your request or offers an unsatisfactory solution, escalate your complaint through their formal complaints procedure. If still unresolved, you can refer your complaint to the Furniture and Home Improvement Ombudsman (FHIO). Alternatively, you may pursue a claim through the Small Claims Court.

What they'll say, and your comeback

What actually happens

Most issues with faulty appliances are resolved quickly, often at the first point of contact with AO.com customer service, especially if the fault is reported within the initial 30-day period. In these cases, a full refund is typically processed within 14 days of AO.com agreeing to it, or within 14 working days of the product's collection. If the fault appears after 30 days, the process can take longer, as AO.com will likely offer a repair or replacement first. Escalating to their formal complaints procedure is the next step if initial contact fails. For more complex or persistent disputes, involving the Furniture and Home Improvement Ombudsman (FHIO) can be effective, though a resolution might take up to 90 days from when a complete case file is submitted. While the law allows claims for up to six years, most successful money-back claims happen within the first six months, where the burden of proof is on the retailer.

FAQ

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