Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. 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 fulfill 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 refund you any price you’ve paid to us.
We try to specify accurate dimensions for every product listed on ao.com. 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.
All the prices we display include VAT and exclude delivery. Standard deliveries are priced at £39.00 and American Fridge Freezer delivery is priced at £49.00. Collection from our AO Outlet store is free of charge.
You won't be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, or Visa card and we do all we can to ensure your details are secure. We also accept PayPal on all online orders, and this doesn't cost you any extra. If there are any problems with receiving payment we'll let you know.
We offer home delivery to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man, Northern Ireland or the Republic of Ireland). Delivery will normally be made through our sister company, Expert Logistics Limited, who will call you to arrange delivery after you have placed your order. 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.
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 your 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 i.e. 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.
Occasionally something will happen out of our control that closes roads, 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, we're not liable for costs incurred. This might include things like a third party engineer or food deliveries.
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. Please note that we do not offer additional services, including installation, disconnection or disposal of old appliances.
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 or collection 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. Full refunds are only available on unused products. 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 of the appliance. To cancel a product and request collection please call 01952 947 129. We'll collect your product free of charge within a reasonable time from when you cancel and on a day that suits you. We’ll also refund you the cost of delivery. You will receive an estimated timeslot on the morning of your collection and must be at the chosen address for the driver to receive the goods from you.
If Products are Faulty
As a consumer, you have legal rights in relation to products which are faulty or not as expected. We're under a legal duty to supply products that meet the requirements to be of satisfactory quality, fit for purpose and as expected (although customers’ attention is drawn to the fact that all of our products are refurbished so not quite as perfect as a brand new product would be). Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights. As the products we sell are all refurbished products they will not come with a manufacturer’s warranty. We do however offer a 6 month return to base warranty so you can return your product within 6 months of delivery if you discover a defect. Dependent on the type of defect reported, we may get the product tested by an engineer. If there is no fault found then a refund may not be given and a call out fee may be charged to the customer. Please also note that our warranties only cover domestic use; items for use in commercial properties will not be covered.
Things Beyond Our Control
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: Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or Impossibility of the use of public or private telecommunications networks 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.
Our Liability to You
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 want to ensure that we take full responsibility. Unfortunately we cannot offer any compensation for food loss or for the damage of secondary items or any other indirect or consequential loss as a result of an issue with the appliance (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. As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.
Information About Us and How to Contact Us
AO Outlet is operated by Electrical Appliance Outlet Limited, a company registered in England and Wales. Our company registration number is 10296213 and our registered office is at: AO Retail Limited, 5A The Parklands, Lostock, Bolton BL6 4SD Our registered VAT number is 945698169. 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 team of people waiting to take your call on 01952 947 129. Alternatively, you can email us on firstname.lastname@example.org or write to us at the address given above. How We May Use Your Personal Information We will use the personal information you provide to us to: Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us. 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. 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.
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