AOS customer support

Returns Information

Need to return an item or report a problem with your delivery? Contact us with your order details and we will explain the next steps, any applicable charges and the correct collection or return arrangements.

Request a return or report a problemCall 01452 888 186

This page explains our return arrangements alongside our Terms & Conditions, particularly sections 12, 16 and 17. Our discretionary change-of-mind policy applies where there is no statutory right to cancel or reject the goods. We use the same contact and return-request process for all customers. Eligibility, charges and remedies depend on the reason for the return. The exceptions explained under the relevant topics below take precedence over discretionary restrictions.

1. How to arrange a return

1. Tell us what you need to return

   Complete our Product Returns Form to request a return reference. Alternatively, use our Contact page or call 01452 888 186. Give your order number, product codes or descriptions, quantities and contact details. For a discretionary change-of-mind return, tell us the reason. For a problem, explain what happened and provide photographs where reasonably available.

2. Check the arrangements we confirm

   We will explain eligibility, any proposed charges, packaging requirements and the appropriate wholesaler or manufacturer return location. Discretionary change-of-mind returns require our written agreement. For these returns, collection must be arranged through us from the original delivery address unless we expressly agree another arrangement in writing. Do not send goods to our office or to a supplier without written instructions. The correct supplier return location may differ from the address the goods were dispatched from.

3. Prepare the goods for the agreed return

   Include the agreed return reference, pack securely and keep all parts and accessories together. Keep collection or dispatch evidence. If we authorise you to send a discretionary return yourself, dispatch it to the supplier return address we confirm within five working days of authorisation unless we agree otherwise.

2. Discretionary change-of-mind returns and charges

Any return of correctly supplied goods requires our agreement. Unless we agree otherwise, approved returns must be unused, untested, unassembled, complete and in resaleable condition, in the manufacturer’s original undamaged packaging with relevant seals intact. We do not accept opened, used, tested, assembled or damaged goods for a discretionary return unless we expressly agree an exception in writing. Packaging must not be split or damaged and relevant seals must remain intact.

Please request a return within 14 days. We may consider some requests made within 28 days, but this is not a guaranteed extension and additional handling or restocking costs may apply. We will confirm the conditions and total charge before you agree to the return.

The written return quotation will show the calculation, collection arrangements, VAT treatment and total payable. Percentage charges relate to the goods being returned, not unrelated items you keep. Where categories overlap, we confirm the applicable charge rather than automatically adding each percentage. Collection is not charged again where already included.

Charges must be disclosed before purchase or expressly agreed as part of a discretionary return. They will reflect reasonable collection, handling and restocking costs and be reduced where necessary to avoid a disproportionate charge or double recovery. These discretionary change-of-mind charges do not apply to a valid faulty-goods remedy or a consumer exercising statutory cancellation rights.

Original delivery charges for a correctly performed delivery are not refundable on a discretionary return unless we agree otherwise. Any agreed deductions will be explained when the return is authorised and reflected in the refund or credit.

Statutory return costs and handling

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning. Opening ordinary packaging does not automatically remove the right to cancel. Where legally permitted, a refund may be reduced for an actual loss in value caused by handling beyond what is necessary.

You bear direct change-of-mind return costs only where we informed you before the contract. For goods that cannot normally be returned by post, such as bulky furniture, we must have provided the required cost information or reasonable estimate before purchase. If we did not, we bear that return cost. A consumer’s return cannot be made conditional on buying our collection service.

What the charges cover

Where a combined collection and handling charge applies, it covers the agreed collection service, transport to the appropriate wholesaler or manufacturer return location, handling, checking the goods and preparing eligible items for resale. It is not solely a postage charge. We will confirm which services and costs are included before you agree to a discretionary return.

Authorisation, preparation and collection

• Keep our written authorisation: submitting a request, receiving a reference or discussing a return does not by itself mean a discretionary return has been accepted. Our confirmation will identify the goods, quantities, conditions, charges and collection arrangements.
• Return complete goods: include all parts, accessories, instructions and any items supplied as part of the agreed return. Tell us about missing components or damaged packaging before collection.
• Protect the packaging: use suitable protective outer packaging where needed. Do not attach shipping labels or tape directly to the product or its retail packaging. Follow any product-specific transport instructions we provide.
• Be ready for collection: provide accurate contact and access details and have the agreed goods securely packed and available at the agreed time. Tell us promptly if arrangements need to change. Where the contract and law permit, reasonable additional costs caused by a failed collection may be payable; we will explain the reason and calculation.

Checking goods at the supplier return location

Collection is not confirmation that a discretionary return meets the agreed conditions. Returned goods will be checked at the appropriate wholesaler or manufacturer return location for identity, quantity, completeness and condition. If there is a discrepancy, we will explain our findings, any supporting evidence and the proposed action before resolving the return. Goods that do not meet the agreed conditions may be refused for a discretionary return.

3. Cancelling an order or refusing delivery

Contact us immediately if you need to change or cancel an order. Once an order is accepted, a discretionary cancellation requires our written agreement. Picking, manufacturing or dispatch may mean that we cannot physically stop the order.

For an agreed discretionary cancellation, we may recover reasonable, evidenced net losses directly caused by it, including committed supplier or production costs and work completed, as explained in section 12 of our terms. We account for costs saved, recoveries and reasonable opportunities to resell, and do not recover the same loss twice. If the goods have already been supplied, the applicable return arrangements will be explained.

Refusing or missing a delivery does not, by itself, clearly tell us that you want to cancel. Please contact us. Customer-caused failed deliveries may result in reasonable additional charges under section 16 of our terms. No such charge applies simply because you validly reject damaged, incorrect or faulty goods. We do not automatically impose every collection, cancellation and restocking fee together.

Read the furniture delivery, access and missed-appointment conditions.

You can use our Contact page, telephone 01452 888 186, the contact details in our terms, or the optional consumer cancellation form. Unless we have offered to collect, send the goods back without undue delay and within 14 days of telling us. We will provide the appropriate wholesaler or manufacturer return address promptly.

4. Damaged, incorrect or faulty goods

Delivery damage, picking errors and shortages

Please check quantities and visible condition on delivery where practicable. Note obvious damage and contact us promptly, preferably within 48 hours, with the order details and photographs where available. Keep packaging and relevant records where reasonably possible.

Signing a delivery note, being unable to inspect immediately or reporting after 48 hours does not automatically prove that goods were satisfactory or remove a valid claim. Please inspect within a reasonable time; a delay may affect a claim only where and to the extent legally justified.

Faults discovered after delivery

Tell us promptly after discovering a fault. We may reasonably ask for information, photographs or an inspection and must have a reasonable opportunity to investigate and, where appropriate, remedy it. The available repair, replacement, refund or other remedy depends on the contract, the circumstances and applicable law. It is not limited to the first 14 days.

Where the law requires, we bear reasonable return or collection costs for goods that do not conform to the contract. We do not apply change-of-mind restocking fees to a valid faulty-goods remedy. A manufacturer’s warranty is additional to your rights against AOS.

We are not responsible for a fault to the extent caused by misuse, unsuitable storage, normal wear and tear, unauthorised alteration or accidental damage after risk passes. This does not exclude responsibility for an underlying defect, our own installation or advice, or liability that cannot lawfully be excluded.

If a product appears unsafe, stop using it. Take urgent safety measures where needed and contact us. Preserve the product and relevant evidence where safe and practicable; do not put anyone at risk while doing so.

Faulty goods normally carry a 30-day short-term right to reject, subject to the statutory rules, including those for perishables and installation. Repair or replacement and, where the legal conditions are met, a price reduction or final rejection may be available afterwards. Your rights are not confined to a manufacturer’s warranty.

Additional goods delivered in error

Please tell us if an order includes extra or incorrect items. Keep them safe and unused where reasonably practicable, and we will arrange appropriate collection at our cost. We will not automatically treat their delivery or your silence as an agreement to buy them. Any responsibility for loss or damage depends on the circumstances and applicable law.

5. Product-specific discretionary return conditions

The following restrictions concern discretionary change-of-mind returns. They do not remove remedies for faulty, damaged, incorrect or materially misdescribed goods. Check the product’s return status before ordering and ask us if you are unsure.

Food / beverages / hygiene

We do not accept discretionary change-of-mind returns of food and drink, including coffee, water, biscuits and sweets, and products restricted for hygiene reasons. This may include headphones, headsets and other personal-use products.

Perishables

Perishable goods are not accepted for discretionary change-of-mind returns. Contact us promptly if a perishable item arrives faulty, damaged, incorrect or otherwise fails to meet the contract. Do not send food or other perishables back without obtaining suitable return instructions.

Special orders, made-to-order and personalised products

We do not accept discretionary change-of-mind returns of bespoke, personalised, made-to-order or specially sourced goods identified as non-returnable before purchase. This includes personalised workwear, printed products and branded items. Check the specification, size, colour, artwork and quantities before approval.

Business machines & electricals

Opened business machines or electrical goods are not accepted for discretionary change-of-mind returns. Eligible unopened items still require written approval. For discretionary returns of printer cartridges, software and backup media, original seals must remain intact; opened or unsealed items are not accepted unless we expressly agree otherwise. These conditions do not prevent reporting a defect discovered after opening or during normal use.

Furniture and chairs

Approved discretionary change-of-mind returns must be unused, untested, unassembled and complete, in the original undamaged packaging with relevant seals intact, unless we expressly agree otherwise. The normal 35% charge includes specialist collection. Made-to-order, personalised and other disclosed non-returnable furniture may be excluded from discretionary returns.

Security safes, key safes and cabinets

Manufacturer-direct safes and cabinets identified as non-returnable are not eligible for discretionary change-of-mind returns. Where we agree a return, the normal restocking charge is 35%; goods must be unused and complete with original undamaged packaging and intact relevant seals. We will confirm the collection service and total charge.

Direct delivery from manufacturer

Eligibility depends on the product and the return status disclosed before purchase. Direct delivery does not guarantee a right to return; where a discretionary return is accepted, the normal 35% restocking charge and any confirmed collection arrangements apply. Product-specific rates take precedence where agreed.

Dated products

Requests to return diaries, planners and other dated goods must meet the normal request period and also be made by 30 November of the year before the year shown on the product, unless we expressly agree otherwise. For example, a change-of-mind return request for a 2027 diary must be made by 30 November 2026. This does not extend the normal return-request period.

When statutory cancellation exceptions apply

Exceptions apply only where their legal conditions are met. They can include genuinely personalised or made-to-specification goods, goods liable to deteriorate or expire rapidly, sealed hygiene goods once unsealed, and sealed audio, video or computer software once unsealed, a special-order item, a manufacturer-direct shipment or an unopened/“No Returns” policy.

6. Understanding product return information

Product pages may show a returns icon, banner or a “Returns Allowed” entry in the additional product details. The labels below explain their meaning for discretionary change-of-mind requests.

7. Refunds, credits and account payments

For an approved discretionary return, we will confirm the refund or credit arrangements and agreed deductions. A return request alone does not approve a credit or suspend payment of an invoice. Tell us promptly about a genuine dispute and pay undisputed amounts when due, in line with the applicable trading and credit-account terms.

We will explain the outcome if the returned goods do not meet the conditions agreed. Consumer refunds and valid faulty-goods remedies follow the applicable legal rules rather than discretionary-return conditions.

Statutory refunds

A statutory cancellation refund includes the price paid and, where required, the least expensive standard outward delivery charge. It does not have to include the extra cost of an enhanced service you chose. Refunds use the original payment method unless you expressly agree otherwise, without a refund-processing fee.

We refund without undue delay and within the applicable legal deadline. If we have not offered to collect, this is normally within 14 days after receiving the goods back or, if earlier, secure tracking evidence of a return. If we have offered to collect, or no goods were supplied, it is within 14 days after your cancellation notice.

For separate service contracts, early commencement, installation and the full cancellation rules, please read section 17 of our Terms & Conditions.

A few useful answers

Can I send goods straight to your office?

No—AOS does not operate a warehouse. All goods are dispatched directly by our wholesalers or manufacturers, and our office and correspondence addresses cannot receive returned goods. Contact us so we can confirm the appropriate supplier return location or arrange collection. Do not assume the dispatch address is also the returns address. If we authorise a different arrangement, follow the address and instructions provided. Consumer statutory rights remain unaffected.

Does the 14-day request period cover faulty goods?

No. The 14-day discretionary request period concerns change-of-mind returns. Report a fault promptly after discovering it; the available remedy depends on the contract and applicable law.

Will several restocking percentages be added together?

Not automatically. We confirm the applicable charge and total cost before an agreed discretionary return. The same collection, handling or other cost will not be recovered twice.

Can I exchange an item?

Contact us with the original order details and the replacement you need. We will explain whether an exchange can be arranged or whether a return and new order are needed, including any applicable charges. Faulty-goods remedies are considered separately.

Ready to contact us?

Have your order number, product details and quantities ready so we can help with your request.

Complete the product returns formCall 01452 888 186

Read alongside our Terms & Conditions, Delivery Information and Privacy Policy. The terms applying when you ordered and any expressly agreed arrangements govern your purchase; this page does not retrospectively change them or remove mandatory rights.