We're passionate about our customers and so the following sets out the terms and conditions that apply to your order in what we hope is a straight-forward and business friendly way.
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When you place an order, you are offering to buy the product(s) from us and we will send you an order confirmation via email. However, your offer shall only be accepted by us once we place the product you have ordered onto the delivery van and only then shall a legally binding contract be formed between us. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the model you need. In the event of these circumstances, we will contact you to discuss whether you would like a replacement/alternative, or refund you any price you’ve paid to us.
We communicate our availability on the website, over phone and email, for the chosen delivery date.
Where we display the earliest available delivery day prior to the checkout, postcode restrictions, stock, quantity and time of day restrictions may apply. For the most accurate delivery date to your chosen address(es) you should enter complete address details including postcode and access information when you’re in the checkout.
For customers paying via BACS, product availability will be guaranteed for 5 working days, and if payment is not received in this time, we cannot guarantee the stock will be made available. We will contact you to arrange an alternative.
For customers paying via BACS, we suggest a delivery date at least 5 working days in advance is selected to avoid a need to re-book once payment is received.
We deliver thousands of products a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.
We try to specify accurate dimensions for every product listed on ao-business.com and over the phone/email when requested. However, please be aware that the product dimensions do not include any protruding features such as controls and handles etc. and product dimensions represent the casing of the product only.
Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
Any customer reviews of the products we sell are the opinions of our customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.
You acknowledge and agree that:
The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our website belongs to us. You are permitted to use this material only as expressly authorised by us or our suppliers.
We are entitled to change or amend our website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).
All the prices we display exclude VAT, and exclude charges for delivery and other services such as disconnection & recycling of your old product, or connection/installation, unless stated specifically on the website/over phone/email. You can see further information on our delivery and ancillary services here. Our 'Price Match Promise' matches the price of the product including any delivery charges applied by specified competitors, subject to certain conditions. Price match cannot be used in conjunction with any other offer. Please see here for further information. From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product pages for pricing. We may also offer delivery and services (including installation) at a reduced rate as part of a promotion or for bulk orders. This is subject to availability and can be withdrawn at AO's discretion. For example, a promotion offering Free Next Day delivery is only valid whilst we have the capacity to offer Next Day Delivery. This is capped at 5pm in some parts of the UK.
If you have received a quote from AO Business regarding a possible order, these are only valid for 48 hours unless communicated otherwise by ourselves.
You can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa card and we do all we can to ensure your details are secure. If there are any problems with receiving payment we'll let you know.
If you select BACS as a payment option, you will receive a Pro Forma from AO Business, which will give you our bank details so you can pay for your order. We suggest that payment is done at the point of ordering as any stock requested will only be ring-fenced for a maximum of 5 working days, to allow for payment to be confirmed.
Once we have confirmed payment, an order confirmation will be sent to you by email, and if the original date of delivery has passed, we will contact you to arrange a new delivery date.
In the event that the payment has not been completed within 5 working days, we reserve the right to cancel the order. Please note products will not be despatched until payment is received.
From time to time, we’ll offer discount codes on selected products. Discount codes will be available for limited time with eligible dates clearly visible. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our Price Match Promise. Discount codes can only be redeemed on ao-business.com or on the phone and you can only use one discount code per order. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.
Unique codes are a little different from our normal discount codes but everything mentioned above still applies. Your unique discount code has been generated especially for you and can only be used once. When you’re ready to redeem your offer, simply copy and paste it into the discount code box. You’ll find this on the basket page when placing your order. This code can on be redeemed online or over the phone.
We offer home delivery to every mainland UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland). Deliveries to Northern Ireland may incur a surcharge due to new customs processes, which will be presented to you when you’re in the checkout. Delivery will normally be made through our sister company, Expert Logistics Limited. Expert has a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. On the day of delivery, we will text and email you a 4 hour timeslot. Please note that this is estimated. For smaller items we will sometimes use DPD who also provide a fantastic service. Please note that deliveries coming from different warehouses may not be delivered together.
Our Click and Collect service is provided by Collect+. Click and Collect is not home delivery; instead your product will be delivered to the store of your choice; this will be chosen from a list of available locations at point of order. There are some postcode limitations with the Click and Collect service, you can check postcode availability in the basket.
The products we deliver are often big and heavy items to lift, so there will be certain occasions when they may be unable to get it into the property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver; it is your responsibility to ensure access to your property. In situations where we cannot gain access, we may be able to offer delivery to the nearest point possible e.g. your garage, so you can make arrangements to get the product in. If we believe successful re-delivery is viable when you have taken the necessary measures, we will attempt another delivery however we reserve the right to not re-attempt delivery; in this case we will always give you a full refund.
If we’re unable to deliver/install your products, due to avoidable issues such as access being blocked or electricity not being available, we reserve the right to charge/recharge for delivery, subject to the reasons for the failure.
We also reserve the right to charge/recharge for any additional works, parts, or revisits provided at your request, or due to issues within your control.
If the person accepting delivery of the appliances is someone other than the person placing the order, add the details of this person to the order so we are able to contact them on the day of delivery about the order.
Bladed items, including chainsaws, grass trimmers, hedge trimmers, multi tools and saws, can only be purchased if you are 18 years of age or over. If you are underage please do not attempt to order or purchase these products. We complete age verification checks on orders for bladed products and our drivers, if appropriate, also check that delivery recipients are over the age 18 years old. We reserve the right not to supply any age restricted products where we reasonably believe that you are below the relevant legal age.
Occasionally something will happen out of our control that closes roads or impacts our distribution facility, like floods, snow or other adverse weather conditions or things like sporting events which result in closed roads. In this event we'll block any affected dates out of the checkout delivery calendar. If you've already selected your delivery date and you're affected, we'll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.
Unfortunately, on the rare occasions where a delivery is unsuccessful or late for reasons beyond our control, we shall not be liable for consequential losses, for example, the costs of an engineer whom you have booked to fit an appliance or food deliveries ordered.
There are various delivery options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your order.
Disconnection is available for certain existing appliances that are plumbed into water pipes. We can only disconnect cooking or built-in/integrated appliances when you select the installation service at the checkout. Please note that disconnection is covered in the installation charge on cooking and integrated appliances. Unfortunately, disconnection is not available for hard-wired dishwashers, cooling or laundry appliances. If you have ordered a disconnection service, there are a few things you will need to do before we arrive so we can disconnect successfully. If it's a fridge or freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, any clothes will need to be removed from the drum. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.
Unless you let us know in writing before we remove what needs to recycled, what we take will not be treated as requiring a hazardous waste note (“Note”). Check here for more information on if your goods need a Note.
If the goods we’re taking require a Note, then you must ensure you also purchase a Waste Consignment Note service from us, either on the web or by phone, at the point of placing your order. We’ll complete all relevant details, and provide you with a copy by email to keep. Quarterly reports will also be sent to the relevant agencies (the Environment Agency, or SEPA).
Please note, the responsibility to organise a Note lies on the customer, and failure to do so can result in fines or prosecution.
We offer an installation service for most of the products we sell, but we won't be able to connect any new items if:
Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.
If you're making use of a connection/installation service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive.From time to time we may offer installation services as part of a promotion, for example half price or free installation. Postcode and order size restrictions apply; you can find out if installation is available in your area in the checkout.
We have an elite team of Gas Safe engineers who are also skilled in electrical connections and able to install your new cookers, range cookers, hobs and ovens. The charges for our gas and electrical installations are clearly highlighted on our Gas and Electrical Connection page.
If you need us to disconnect your old appliance, we will do this when we arrive (and for gas and hard-wire installations, disconnection is included in the installation charge).
As you can probably imagine, for your safety, there are a lot of rules around connecting cookers so there are things that we need you to check before we arrive:
Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.
We will install all hobs based on the current hole in the worktop not being any larger than the size of your new hob. If required, we can make this hole bigger to install the new hob but we can only cut into worktops that are made of wood. This means surfaces such as granite, composite or metal will have to be the right size for installation before we get there. For electric cookers and hobs, we need to be able to access an isolation switch and electricity supply at the connection point.
There are some induction hobs we can't connect due to the type of wiring required and we'll only be able to know for sure when we arrive. If this happens, you'll need to call out an electrician to complete your installation. If we are connecting a built-in or built under oven, we'll also assess the housing before installation to make sure it's safe for use and can hold the weight of the appliance. We'll check to make sure there isn't any existing damage and unfortunately, if we do find damage, we'll not be able to fit your appliance. You need to make sure you've got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer requirements and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the Hot Zone isn't clear, we won't be able to complete your installation.
There needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to a 3 pin electric socket within 1.2 metres of the installation area
We’re unable to install gas appliances if you’re planning to run your appliance using cylinder gas (LPG)
To install a gas item, our engineers will need to switch off your gas supply so that they can carry out the work safely. We'll always turn back on and attempt to restart any items you need us to. However, on occasion, some gas items - such as boilers - may not restart and you'll need to call out a Heating Engineer. This is very rare but if it does happen, we will not be responsible for any boiler repair costs.
Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.
How TV wall mounting works:
Please note that we do not provide the wall bracket and you must purchase your own. We will only install wall brackets purchased from us.
Whilst there isn’t a limit to how many existing devices we can connect, we can’t correct or adjust any settings, or mount any speakers or amps to your wall.
You’ll also need to make sure you have any connecting cables (e.g. HDMI, scart etc.) ready when we deliver, as we won’t be able to supply them unless they’ve been bought as part of your order. These cables will need to be long enough to reach from your wall to your TV, and your plug socket or extension lead needs to be within one metre of your TV.
If you've ordered a smart TV please have your WiFi password ready so you can input it into your TV. Please note, our drivers cannot input your password for you.
We won’t be able to lay cables under carpets, flooring or behind skirting boards, and we can’t mount the TV above heat sources such as radiators and fireplaces, or on to a chimney that is in use.
Please also note that we will have to drill holes in your wall in order to mount the TV bracket. Small amounts of décor damage can sometimes occur during this process (such as small flakes of paint adjacent to the hole), which we won’t be able to repair.
The installer has received appropriate training and will always do their very best to mount and connect your TV but occasionally and mainly for the reasons above, this may not be possible. Where the connection cannot be completed due to something we cannot control (such as your cables not reaching your plug socket) we reserve the right not to refund any connection charge paid.
If you're not happy with your product or simply change your mind, you must provide us with notice of cancellation within 30 days of delivery to receive a refund. We’re happy for you to unpack the appliance and inspect it properly as you would had you bought the item from a shop. However, if you have used it beyond this, this may have a knock on effect on our ability to sell it to someone else and so where the value of the product is reduced by your use we may only make a partial refund (equal such reduced value) or subsequently charge you for the reduction in value. Where you have not used the product and it is returned in the original packaging you will receive a full refund. Your refund will be made within 14 days of collection or return of the appliance.
To cancel a product and request collection please call 0330 058 0021. Please note, even if you choose the Click & Collect delivery method, we cannot accept returns to the store and will instead collect from an address of your choice. You will receive an estimated timeslot on the morning of your collection and you must be at the chosen address for the driver to receive the goods from you. If an order is placed for Click and Collect delivery, you are unable to cancel your delivery after 9pm, 2 days before delivery; orders placed for next day delivery cannot be cancelled before delivery. You cannot make any changes to an order placed with Click and Collect as the delivery option. For orders with Click and Collect as the delivery option, if you do not want your product, the quickest way to get a refund is to go into the store you have selected for collection and reject the item. Alternatively you can leave the product in your Click and Collect store and it will be returned to AO after the collection period has expired, this will mean your refund will take up to 21 days to reach your account. Our 30 day cancellation policy also applies to any additional services you may have ordered. If you have ordered any additional services for a product then these will be automatically be cancelled when the order for that product is cancelled, unless the service has already been performed. If you order an additional service and expressly choose for that service to be carried out within 30 days of order (e.g. by nominating next day delivery, weekend delivery, a specific timeslot, or requesting an installation or collection within such 30 day period) and such service has been carried out, then you are deemed to have waived your cancellation rights and we shall not be under any obligation to refund any charges paid for any such additional services.
Computing, gaming and mobile orders can't be cancelled or amended after your order, but they can be returned after delivery.
Please note that software purchases are non-refundable.
Computing products can’t be exchanged. Instead you are able to return your item for a refund, and then place a new order. If you wish to cancel your Computing order and it hasn’t been delivered yet, you can refuse delivery when it turns up and it’ll be sent back to us.
If you're returning a sharp or bladed garden or DIY item, it'll need to be boxed before it can be returned to us. Batteries from any used returns will need to be disconnected.
We're under a legal duty to supply products that meet the requirements to be of satisfactory quality, fit for purpose and as expected. Nothing in these terms will affect your legal rights. However, the items we sell are only intended for domestic use, not commercial use, irrespective of any purpose you may make known to us.
The manufacturers may supply a warranty in addition to your rights under the Consumer Rights Act. In most cases you'll receive a 1 year warranty covering all parts and labour, or in some instances, it may be extended to 2, 5 or even a whopping 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
Here at AO, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we will take responsibility to the extent fair. If, during the installation process, our team causes any accidental damage, we will repair this damage. However, we cannot repair any pre-existing faults or damage discovered during the installation process.
Should an issue arise with a cooling appliance, due to a fault on our part, we may pay compensation up to £250 for food loss or for the damage of secondary items (which excludes the appliance itself).***
If your computing product develops a fault which causes it to lose saved data, we can’t accept liability for that loss.
If for any reason your computing product needs to be sent back to us or the manufacturer, it will be restored to factory settings and data will be lost. As we can't accept liability for any data loss, we recommend you regularly back up your data to a remote or external data storage. You can learn more about remote Cloud storage options here.
As we only supply products for domestic and private use, we will not be liable for any loss of profit, loss of business, business interruption or business opportunity.***
We do not exclude liability for the following heads of loss:
ao-business.com is operated by AO Retail Limited, a company registered in England and Wales. Our company registration number is 03914998 and our registered office is at:
AO Retail Limited
Our registered VAT number is GB945698169.
If you have any questions, you may be able to find some answers in our FAQ’s. Our intention is to give you all of the information you need so you never need to call us. However, if you want to check something, change something, ask a question or simply find out about life in general then we have a dedicated team of AO Business people waiting to take your call on 0330 058 0021.
Alternatively, you can email us on [email protected] or write to us at the address given above.
We will use the personal and corporate information you provide to us to:
You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do, and manufacturers for product safety reasons.
We will not give your personal data to any other third party without your consent.
Telephone calls may be recorded for training and monitoring purposes.
In this section, the following definition shall apply:
“Data Protection Legislation” means any law, statute, declaration, decree, directive, legislative enactment, order, ordinance, regulation, rule or other binding restriction as updated and amended from time to time which relates to the protection of individuals with regards to the processing of personal data to which a party is subject, including the Data Protection Act 2018, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and the General Data Protection Regulation (“GDPR”).
In the event that we process personal data on your behalf, we shall:
We agree that we shall each assist each other to comply with any obligations under the Data Protection Legislation and shall not by any act or omission in the performance of our obligations under the contract cause the other to be in breach of any of its obligations under the Data Protection Legislation.
You shall indemnify and keep us indemnified against all claims, expenses, liabilities and losses resulting from us complying with your instructions.
Our entire liability to you in relation to our data protection obligations shall not exceed the amount of any charges paid or payable by you to us in the six months preceding the claim.
The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.