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Returns Information
Returns Policy
If you are not completely satisfied with the item(s) you have received and would like to return or exchange an item or items you must notify us within 14 days of receipt by telephone or email. The item(s) must be in a new resalable condition, must not have been used or tested and must be in the manufactures original packaging with no damage or packing seals broken. We are unable to accept goods for return if the original packaging has been split or opened. AOS Online LLP is not responsible for paying return shipment costs. Some items may be non-returnable or may incur a restocking fee. For large/bulky collections there will be an additional handling/restocking fee of 30% of the return order value (e.g large paper orders). Full details can be found below.
If you refuse delivery of an order, this will be treated in the same way as a standard return and all applicable return terms, conditions, collection charges and restocking fees will apply.
If you request cancellation of an order after the goods have already been picked and processed by our warehouse or supplier, we are unable to cancel the order. Should you no longer require the goods, the order will instead be subject to our standard returns policy and all applicable return terms, conditions, collection charges and restocking fees will apply.
In some instances we may be able to accept returns for items within 28 days of receipt, however these items will incur an additional restocking fee. Please contact our customer service team for further details.
Please note refunds are made exclusive of any delivery charges.
*Please note we don't accept returns that are sent to us directly as our warehouse is located in a different location to our offices. All returns have to be agreed with us first and confirmed by email and must be collected by our courier from the same address the goods were delivered to.
Item(s) no longer required
If you would like make a return for goods no longer required please call us on 01452 888186 or email us using the 'Contact' page on our website with the reason for return, your original order number, the details of the product for return and the quantity.
Workplace Supplies: If you would like make a return for workplace goods no longer required we will arrange for the goods to be collected from you directly by courier at a cost of £4.95 (+Vat). We do not offer the option for you to send goods back to us as our warehouse is in a different location to our office.
Workwear Supplies: If you would like make a return for workwear goods no longer required we charge a 25% handling fee on the total value of goods being returned. This fee includes collection by a secure courier and is subject to a minimum charge of £5.95. We do not offer the option for you to send goods back to us as our warehouse is in a different location to our office. We are unable to accept returns for goods that have been personalised in anyway or are made to order.
Furniture Supplies: If you would like to make a return for furnture or large/bulky goods no longer required we charge a handling/restocking fee of 35% of the return order value. This fee includes collection by a specialist courier. We do not offer the option for you to send goods back to us as our warehouse is in a different location to our office.
Please note some items listed on our website are non-returnable, details of which are indicated on the product page with an No Returns icon, banner or under the Additional Product Details tab under "Returns Allowed - Yes/No". This will be because the item is a special order, made to order, a dated product (e.g. diary), shipped direct from the manufacture or for one of the reasons listed below.
"Returns Chargeable" icons:
"Non Returnable" icons:
"Made To Order" icons:
Food / Beverages / Hygiene
Due to health and safety reasons we are unable to accept returns on any food or drink items including biscuits, sweets, coffee and water and particular products for hygiene reasons like headphones and headsets etc.
Perishables
Returns can only be accepted on perishable items if you have received the goods in a faulty condition, and on sealed items (for example, printer cartridges, computer software or backup media), if they have not been unsealed.
Special Order & Made to Order Items
Returns are not accepted on items shown as a Special order or Made to Order on the product page. These items are non stock products and are ordered upon request directly from the supplier.
Business Machines & Electricals
Business machines and electrical goods cannot be returned once the item(s) box has been opened. Only goods which are faulty or damaged upon receipt can be returned once they have been opened.
Security Safes / Key Safes & Cabinets
Security Safes & Key Safes that are shipped direct from manufacture are non-returnable. These items will show the Return - Terms Apply icon on the product page. All security safes or key safes & cabinets which are no longer required and are shown as eligible for return will incur a 35% restocking fee. This fee will be deducted when your refund is processed. The item(s) must be in a new resalable condition, must not have been used or tested and must be in the manufactures original packaging with no damage or packing seals broken. We are unable to accept goods for return if the original packaging has been split or opened.
Direct Delivery from Manufacturer
Once an order has been placed and the goods have been dispatched to our courier, the order can no longer be cancelled. If the items are no longer required, the request will be treated as a return. Any items shipped direct from manufacturer which are eligible for return that are no longer required will incur a 35% restocking fee. This fee will be deducted when your refund is processed. The item(s) must be in a new resalable condition, must not have been used or tested and must be in the manufactures original packaging with no damage or packing seals broken. We are unable to accept goods for return if the original packaging has been split or opened.
Furniture & Chairs
Once an order has been placed and the goods have been dispatched to our courier, the order can no longer be cancelled. If the items are no longer required, the request will be treated as a return. Please note that all furniture items, including chairs and storage units, will incur a 35% restocking fee if they are returned after being shipped or delivered. This fee will be deducted from your refund when it is processed.
To be eligible for a return, the item(s) must be in new, resalable condition, must not have been used, tested, or assembled, and must be returned in the manufacturer’s original packaging with no damage and with all packaging seals intact. We are unable to accept returns for any goods where the original packaging has been opened, split, or damaged.
Dated Products
In addition to our standard terms detailed above, any dated products like diaries and planners that are no longer required cannot be returned after 30th November of the year previous to the year to which such dated product relates.
Damaged Items / Picking Errors / Shortages / Additional Items
Damaged items, picking errors or shortages on an order must be reported to us within 72 hours of receipt of the delivery. We are unable to replace, exchange or provide a credit for any claims made after this period. You must also ensure that we are informed of any additional items supplied in error or in excess of your order. These items will be collected (at our cost) and must be returned as new, in a resalable condition in their original unmarked packaging. We reserve the right to charge you for any goods delivered in error, where you have not followed these conditions.
Faulty Goods
In the event that you have received an item that is faulty please contact us on 01452 888186 or email us using the 'Contact' page on our website to arrange a return and replacement. If the goods were purchased within the last 14 days you can request a refund or replacement. For goods outside 14 days we will at our discretion either provide a repair, replacement or refund.
Terms and Conditions
The delivery of goods are also governed by our Terms and Conditions which is incorporated into this Returns Policy by this reference. To view our Terms and Conditions please click on the relevant link on the AOS Online LLP website.
