Terms & Conditions

These terms explain what you can expect when buying from AOS Online LLP, and what we need from you to fulfil your order. Please read the terms relevant to your purchase and keep a copy with your order confirmation. If anything is unclear, contact us before ordering.

These terms cover ordering, payment, delivery, returns and our responsibilities. We use one order and return-request process for all customers. The rights, charges and remedies applying to a purchase depend on its purpose and the circumstances; the relevant clauses explain their scope. Nothing in these terms removes rights or remedies that cannot lawfully be excluded or restricted.

Key things to know before ordering

Payment: pay when ordering unless we have agreed credit or staged payments. Approved credit accounts normally have nett monthly 30-day terms and a separate signed agreement.
Delivery and installation: check the service included and tell us about access restrictions before ordering. Room delivery, assembly and installation must be included in your agreed order.
Booked furniture appointments: customer-caused missed visits can result in charges. The normal charge is 5% of the affected order, with a £75 minimum, subject to the cost limits and exceptions in section 16.
Cancellations and returns: where no statutory cancellation or rejection right applies, cancellation or a change-of-mind return requires our written agreement. Where we agree a furniture or chair return, the normal charge is 35%, including collection, subject to section 17. Contact us before sending anything back.
Something wrong with your order? Tell us promptly so we can investigate. Faulty-goods remedies are separate from change-of-mind returns, and mandatory consumer rights are protected.
Projects and liability: section 23 contains exclusions and limits of liability. Tell us before ordering if your project needs a particular insurance level, guaranteed deadline or different agreed protection.

This is a summary. The full terms below explain the conditions, exceptions and rights that apply.

1. About us and definitions

1.1 AOS Online LLP is a limited liability partnership registered in England and Wales under number OC347383. Our registered office is Epsilon House, The Square, Gloucester Business Park, Brockworth, Gloucester, GL3 4AD. Our VAT registration number is GB 985859438.

1.2 Our correspondence address is PO Box 1341, Cheltenham, GL50 9FA. AOS does not operate a warehouse. Our registered office and correspondence address are not goods-return locations and cannot receive returned goods. Please contact us for the appropriate supplier return location or collection arrangements. These addresses remain available for written notices.

1.3 You can contact us on 01452 888186 or through our Contact page. Written notices may also be sent to our registered office or correspondence address.

1.4 In these terms:

We, us, our or AOS means AOS Online LLP.
You or customer means the person or organisation placing an order or using the website.
Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Business customer means a customer purchasing otherwise than as a consumer.
Goods means products we agree to supply, including furniture, equipment, supplies and personalised products.
Services means services we agree to provide, such as assembly, installation, printing or personalisation.
Working day means Monday to Friday, excluding public holidays in the place where the relevant service is being performed.
Website means www.aosonline.co.uk and associated AOS pages unless separate terms apply.

2. Age and authority to order

2.1 You must be at least 18 to place an order. You must be authorised to use the payment method provided.

2.2 If you order for a business or other organisation, you confirm that you have authority to enter into the contract on its behalf and to approve the expenditure.

3. How these terms apply

3.1 Your legal status depends on the purpose of the purchase. Creating a business account, supplying a business address or accepting these terms does not remove consumer rights where you qualify as a consumer.

3.2 Terms expressly stated to apply only to business customers do not apply to consumers. Consumer provisions take priority wherever necessary to protect mandatory consumer rights.

3.3 For business purchases, these terms apply instead of any purchasing terms included in your purchase order, correspondence or other documents, unless an authorised AOS representative expressly agrees otherwise in writing before the contract is made.

3.4 Any specific terms expressly agreed in writing for an order take priority over conflicting general terms, subject to rights that cannot lawfully be excluded. Product descriptions, agreed specifications and information that the law makes part of a consumer contract remain binding.

4. Delivery areas and international orders

4.1 We supply the UK and any additional destinations expressly listed in our Delivery Information. Available services, restrictions and charges depend on the delivery address and the goods ordered.

4.2 We do not accept orders for delivery outside our advertised delivery area unless expressly agreed in writing. We may decline an order that we cannot fulfil and will refund payments for any order we decline before acceptance.

5. Website intellectual property

5.1 Website text, photographs, graphics, logos, layouts, software and other content belong to AOS or their respective owners and are protected by intellectual property law.

5.2 You may use the website to research and purchase products and retain copies of information relating to your orders. You must not reproduce, sell, distribute or commercially exploit our content or extract substantial parts of our product database without permission, except where the law permits this.

6. Third-party rights and customer-supplied material

6.1 Manufacturers' names, trade marks and product images remain the property of their respective owners. Their appearance on our website does not grant a licence to use them.

6.2 If you supply artwork, logos, text, designs or specifications, you must have the permissions needed for us and our suppliers to use them to fulfil your order. You authorise that use for the purposes of producing and supplying your order.

6.3 You are responsible for checking customer-supplied dimensions, wording, quantities, finishes and artwork proofs before approving them. Approval does not excuse an error we make when producing the goods or performing an agreed checking service.

6.4 For business purchases, you must reimburse our reasonable, evidenced losses and legal costs arising directly from a third-party intellectual property claim caused by our authorised use of material you supplied without the necessary rights. This does not cover our unauthorised changes or our own breach or negligence. We will notify you promptly, take reasonable steps to reduce loss and consult you before agreeing a settlement for which we seek reimbursement.

7. Permitted use of content

These terms do not prevent uses permitted by copyright law. You may download or print relevant product information, these terms, quotations and order records for your personal use or your organisation's internal purchasing and administration.

8. Links to other websites

External links are provided for convenience. Third-party websites operate under their own terms and privacy arrangements. A link does not by itself mean that we endorse their content. This does not affect our responsibility for goods or services that we agree to supply.

9. Linking to our website

You may link to our homepage, product pages and other publicly accessible pages in a fair and lawful way. You must not imply an association or endorsement that does not exist, misrepresent our products or prices, or frame our website without permission.

10. Use of the website and communications

10.1 You must not use our website or communication facilities for unlawful, fraudulent, abusive or threatening purposes, impersonate another person, send unsolicited bulk messages, interfere with website security or introduce malicious software.

10.2 Information you provide must be accurate to the best of your knowledge and must not infringe another person's rights.

10.3 We may retain relevant communications to administer orders, support customers, prevent fraud and resolve disputes, in accordance with our Privacy Policy and applicable law.

11. Customer accounts

11.1 You must keep account, billing and delivery details accurate and protect your login credentials. Business account holders should ensure that only authorised staff can place orders.

11.2 Tell us promptly if you suspect unauthorised access or an unauthorised order. We will take reasonable steps to investigate and prevent further misuse. These terms do not remove any rights you have concerning unauthorised payments.

11.3 We may temporarily restrict an account where reasonably necessary to investigate suspected fraud, protect security or address a material breach. We will explain the restriction unless doing so would prejudice an investigation or breach a legal obligation.

12. Orders, acceptance and cancellation

12.1 Product listings and quotations invite you to place an order. Your order is an offer to buy. An automated acknowledgement, payment authorisation or receipt of payment does not, by itself, mean that we have accepted it.

12.2 A contract is formed when we send a dispatch confirmation, or when we expressly confirm in writing that we accept your order, whichever happens first. For bespoke, personalised or project orders, we may expressly accept the order before manufacture or work begins. An acknowledgement that merely says we have received an order is not that acceptance.

12.3 Where we accept only part of an order, the contract covers the accepted part. We will tell you if we cannot accept the remainder and refund any payment for that part.

12.4 Before acceptance, we may decline an order because of unavailability, a pricing or description error, delivery restrictions, payment issues or reasonable fraud concerns. We will inform you and refund payments for declined goods or services without undue delay.

12.5 Contact us immediately if you need to change or cancel an order.

12.6 For business purchases, there is no automatic change-of-mind right to cancel an accepted order. Cancellation or a change requires our written agreement. We may make that agreement conditional on payment of reasonable, evidenced net losses directly resulting from the change or cancellation, including committed supplier or manufacturing costs, work already completed and any recoverable net loss of profit. We will account for costs saved, recoveries and reasonable opportunities to resell, and will not recover the same loss twice.

12.7 Bespoke, personalised and specially sourced business orders may be impossible to cancel once accepted or production has begun.

12.8 Closing or suspending an account does not automatically cancel an existing contract, extinguish an unpaid balance or remove rights relating to an earlier purchase.

13. Payment, credit accounts and overdue amounts

13.1 Payment is required in full using an accepted payment method unless we have agreed a credit facility or staged payments in writing. Any deposit and payment stages will be stated before you commit to the order.

13.2 Approved credit accounts are payable on nett monthly 30-day terms unless expressly agreed otherwise in writing. Pay by bank transfer by the invoice due date. Any shorter mandatory payment deadline takes priority. The signed Credit Account Agreement also applies as explained in clause 13.7. We will not change agreed payment terms retrospectively without your agreement.

13.3 For business purchases, for qualifying overdue commercial debts, we may claim statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 at 8 percentage points above the applicable Bank of England reference rate, together with statutory compensation and reasonable additional recovery costs where the legislation allows. Statutory interest is calculated on a simple daily basis, not compounded daily.

13.4 Please notify us promptly of a genuine invoice dispute, identifying the amount and reason. We will investigate it. Business customers must pay undisputed amounts when due and must not withhold unrelated payments because of a separate claim, except where the law permits otherwise.

13.5 For business purchases, if an undisputed amount remains overdue after a written reminder and reasonable opportunity to pay, we may suspend affected outstanding deliveries or services, require payment before accepting new orders, or end an affected contract for a material payment breach that is not remedied after reasonable written notice. We may pursue the debt and recovery costs recoverable by law.

13.6 Our rights to suspend supply, change credit arrangements, terminate a contract or recover goods are subject to applicable insolvency law. We will not exercise a right, or require payment of earlier arrears as a condition of continuing supply, where prohibited by section 233B of the Insolvency Act 1986 or another mandatory restriction.

13.7 Credit-account customers: Your signed Credit Account Agreement is additional to these trading terms. It governs the facility, credit assessment and review, payment, retention of title, bankruptcy or default, and recovery. It takes priority over conflicting provisions on those matters unless expressly agreed otherwise in writing, subject to mandatory law. The version of these trading terms accepted for each order continues to govern that purchase. Later website changes do not automatically change your signed agreement or earlier orders. Our credit-account application page explains the application process and provides the agreement for download.

13.8 Credit-account customers: A facility is available only when confirmed by us in writing. The approved limit may differ from the amount requested. Keep account details and purchasing permissions accurate and tell us promptly about material changes affecting creditworthiness or suspected unauthorised use. We may review, suspend or withdraw future credit, or require advance payment for new orders, in accordance with your signed agreement and mandatory insolvency law. Existing accepted orders and payment dates remain binding unless we lawfully exercise an applicable contractual right.

13.9 For business purchases, we may pursue sums lawfully due through court proceedings whether or not ownership of the goods has passed, with recovery costs only to the extent recoverable by law. We will account for sums recovered, returns and applicable credits and will not recover the same loss twice. Default and insolvency rights under a signed Credit Account Agreement remain subject to clause 13.6.

14. Products, prices and availability

14.1 Please check the product code, description, pack quantity, dimensions, finish, compatibility and selected options before ordering. Tell us before purchase if a particular purpose or specification is essential so that we can confirm suitability where appropriate.

14.2 Images may show accessories that are not included, and screen settings may affect apparent colour. Any such illustration differences do not permit us to supply materially different goods or disregard the agreed description or specification. We will not substitute a different product without your agreement.

14.3 Stock indications and estimated lead times can change. We will contact you if availability materially affects your order. Applicable delivery and cancellation rights remain as set out in sections 16 and 17.

14.4 Prices are in pounds sterling. The website identifies whether displayed prices include or exclude VAT. The total payable, including applicable VAT, delivery and any agreed additional services, will be shown or confirmed before you commit to the purchase. Consumer prices and charges must include any applicable VAT.

14.5 We may change prices for future orders. If we discover an error before accepting an order, we will ask whether you wish to proceed at the correct price or cancel it. We will not charge a higher price without your agreement. After acceptance, we will only seek to cancel for an obvious pricing error where the law permits.

14.6 A recommended retail price is a manufacturer's recommendation and does not necessarily represent the prevailing market price. Promotions and any conditions applying to them will be identified separately.

15. Ownership and responsibility for goods

15.1 Except where a signed Credit Account Agreement provides otherwise, ownership of goods remains with AOS until we receive cleared payment in full for those goods. For goods supplied on a credit account governed by that agreement, its all-monies retention-of-title provisions apply: ownership is retained until the payments specified in that agreement have been received. Ownership that has already passed does not revert to us. Ownership and responsibility for loss or damage are separate matters.

15.2 Where you buy as a consumer, goods remain at our risk until they are physically received by you or a person you nominate to receive them. If you independently appoint a carrier that we did not offer, the statutory exception concerning transfer to that carrier applies. A failed delivery does not by itself transfer risk to you.

15.3 For business purchases, risk normally passes when goods are delivered to the agreed address or handed to a carrier independently appointed by you. Where delivery is delayed through your fault, responsibility for any loss attributable to that fault will be determined under applicable law; this does not excuse loss caused by our negligence or that of our delivery providers.

15.4 For business purchases, until ownership passes, keep unpaid goods identifiable where reasonably practicable, preserve identification marks, take reasonable care of them and maintain appropriate insurance. You must not pledge goods that remain ours as security for a debt.

15.5 For business purchases, you may resell goods in the ordinary course of business before ownership passes, unless we lawfully withdraw that permission following an actionable payment default. You remain responsible for paying us. This clause does not create a trust over resale proceeds.

15.6 For business purchases, where payment is overdue and we are legally entitled to recover identifiable goods that remain ours, we may require their return. You must reasonably cooperate with lawful recovery. Entry to premises requires consent or other lawful authority; this clause does not authorise forced entry or override insolvency restrictions or third-party rights. We will account for recovered value against the relevant debt and will not recover the same amount twice.

15.7 Credit-account customers: The signed Credit Account Agreement contains additional requirements concerning care, identification, insurance, use or resale of goods we still own, and lawful recovery following default. Those requirements take priority over conflicting provisions of this section. Neither these terms nor the agreement authorises forced entry, interference with third-party rights or recovery contrary to mandatory insolvency restrictions.

16. Delivery, access and failed furniture deliveries

Delivery services and times

16.1 Our Delivery Information, the relevant product details and any delivery arrangements agreed for your order explain the applicable service, charges and restrictions. Information provided before purchase forms part of the contract where the law requires.

16.2 Delivery periods are estimates unless we expressly agree a guaranteed date or a date is legally essential. Many stocked products are normally delivered within 1–2 working days, but furniture, personalised goods, safes, specialist services and particular locations may have different lead times. The product-specific or agreed lead time applies.

16.3 All goods are dispatched directly by our wholesalers or manufacturers and may arrive in separate consignments. We will not impose additional charges for splitting delivery unless agreed before purchase. We will take reasonable steps to tell you about material delays. Dispatch by a supplier does not remove our responsibilities to you as the seller.

16.4 Where you buy as a consumer, unless another period has been agreed, we will deliver without undue delay and within 30 days of the contract. Your legal rights where we refuse delivery, miss an essential deadline or fail to deliver within an appropriate additional period remain unaffected.

16.5 For business purchases, estimated delivery dates are not essential contractual deadlines unless we expressly agree this in writing. Please allow for delivery and inspection before committing to dependent work or third-party contractors. Liability for delay is subject to section 23.

Furniture, safes and installation access

16.6 Unless the product page or your agreed order states otherwise, standard furniture delivery is to kerbside or the agreed receiving point at your delivery address. Most standard furniture is supplied flat packed for self-assembly. Delivery to a particular room or floor, assembly, installation, removal of existing furniture and packaging disposal are included only where expressly agreed.

16.7 Standard safe delivery is to the ground floor where access is suitable. Stairs, steps, restricted access, specialist lifting and delivery to other floors must be discussed before ordering and may require a separately priced service.

16.8 You must provide accurate delivery and contact details and tell us in advance about restrictions relevant to the service ordered. These include opening hours, vehicle access, parking or permits, stairs, lifts, narrow entrances, security arrangements and restrictions on loading or unloading. Please check the route against the product and packaging dimensions available to you and ask us if further information is needed.

16.9 For an agreed delivery or installation appointment, you must ensure that you or an authorised representative is available at the address on the agreed date and during any agreed time window. The delivery route and, where installation is included, the installation area must be accessible, safe and ready for the agreed work.

16.10 Delivery teams may decline work that cannot safely be completed or falls outside the agreed service. We will discuss appropriate alternatives. You are only responsible for resulting additional costs to the extent that the problem was caused by your failure to meet the agreed arrangements or a change you request, subject to the safeguards below.

Missed appointments and customer-caused failed deliveries

16.11 Additional charges may arise where an agreed furniture delivery or installation cannot be completed because:

nobody is available to receive the goods or provide access during the agreed appointment;
the delivery address or other essential details you provided are incorrect or incomplete;
an access restriction you should reasonably have disclosed prevents the agreed service;
the agreed installation area has not been made ready or safe; or
you request a change too late to avoid committed costs, or refuse delivery without a contractual or statutory entitlement to do so.

16.12 For a missed booked furniture delivery or installation appointment, the normal charge for redelivery and/or a return installation visit is 5% of the value of the affected order, subject to a minimum of £75. For this calculation, the affected order value is the price, after discounts and including applicable VAT, of the goods and installation services scheduled for that appointment. The £75 figure includes any VAT that is legally chargeable.

16.13 Any charge must reflect reasonable additional costs directly caused by the failure. These may include an abortive specialist delivery or installation visit, necessary return transport, redelivery and reasonable temporary storage. Charges may be lower or higher than the normal amount where the reasonable additional costs differ. We will explain the calculation and confirm the amount before arranging another appointment. Any storage charge will be explained before it starts, with a reasonable opportunity to agree delivery or another solution.

16.14 Where you buy as a consumer, any charge, including the £75 minimum or a percentage-based charge, will be reduced where necessary so that it does not exceed the reasonable, evidenced additional net costs we incur as a direct result of your failure to meet the agreed arrangements. We will take reasonable steps to avoid or reduce costs, account for savings and recoveries, and provide a breakdown on request.

16.15 We will not charge you for a failure caused by AOS, our supplier or carrier, an arrival outside the agreed appointment, or our inability to provide the delivery service we sold you. These charges do not apply to a justified rejection of faulty, damaged, incorrect or materially misdescribed goods, or as a penalty for exercising a statutory cancellation right.

16.16 Please contact us as soon as possible if an appointment needs to change. No charge is due for a change that causes no reasonable additional cost. We will not recover the same transport, storage, handling or other cost twice through overlapping delivery, cancellation and returns charges.

16.17 Missing or refusing a delivery does not, by itself, clearly notify us that you wish to cancel. Please tell us if you want to cancel; any applicable cancellation and refund rights under section 17 take priority. A return to a depot or supplier does not automatically create a right to retain the purchase price or impose a restocking charge.

Checking your delivery

16.18 Please check quantities and visible condition on delivery, note obvious damage or shortages where practicable and report problems promptly, preferably within 48 hours. Keep relevant packaging and photographs where reasonably possible. Signing a delivery note, being unable to inspect immediately or not reporting within 48 hours does not by itself remove your legal rights or prove that goods were fault free.

17. Cancellations, returns and faulty goods

Arranging a return

17.1 Use our Product Returns Form or contact us with your order number and the relevant items. Tell us the reason for a discretionary return or the problem with the goods. Our Returns Information explains the administrative arrangements. All goods are dispatched directly by our wholesalers or manufacturers. AOS does not operate a warehouse, and our registered office and correspondence address cannot receive returned goods. Contact us so we can identify the appropriate supplier return location and arrange collection where applicable. Do not return goods to the dispatch address without checking with us, as the correct returns location may differ. We normally arrange collection through a courier nominated by AOS or the relevant supplier and will confirm any applicable charge for your agreement. A return authorisation is not a condition of exercising a consumer's statutory cancellation or faulty-goods rights.

Incorrect, damaged or faulty goods

17.2 If goods are incorrect, damaged or faulty, contact us promptly. We may reasonably request photographs, information or an inspection to establish the problem. We are responsible for reasonable return or collection costs where goods do not conform to the contract and the law requires us to bear those costs.

17.3 Where you buy as a consumer, goods must be of satisfactory quality, as described, and fit for any particular purpose you made known to us where you reasonably relied on our skill and judgement. You will normally have a 30-day short-term right to reject goods that fail to meet the relevant requirements, subject to the statutory rules, including those for perishable goods and installation. After that, repair or replacement and, where the statutory conditions apply, a price reduction or final rejection may be available. A manufacturer's warranty is additional to these rights.

17.4 For business purchases, you must inspect goods within a reasonable time and notify us promptly in writing of shortages, transit damage, incorrect goods or defects. Please report apparent delivery problems within 48 hours and latent defects promptly after discovery. Delay may affect a claim where and to the extent legally justified, but these periods do not automatically extinguish a valid claim. We must have a reasonable opportunity to inspect and, where appropriate, remedy a confirmed problem.

17.5 We are not responsible for a fault to the extent it was caused by misuse, accidental damage after risk passed to you, unsuitable storage, normal wear and tear, unauthorised alterations or failure to follow reasonable instructions. This does not exclude responsibility for an underlying defect, our own installation or advice, or any liability that cannot lawfully be excluded.

Cancellation rights and time limits

17.6 Clauses 17.6–17.15 apply where you buy as a consumer and have a statutory cancellation right; they do not create a general change-of-mind right for business purchases. For goods covered by that right, you may cancel from the time you place your order until 14 days after the day you or your nominated recipient receives them.

17.7 Tell us clearly that you wish to cancel using our contact details above. You may use the cancellation form in the expandable section below, but you do not have to. Sending a clear cancellation statement before the deadline is sufficient; you do not need our permission. If you use our online contact form, we will acknowledge the cancellation on a durable medium, such as email.

17.8 Unless we have offered to collect, you must send the goods back without undue delay and within 14 days after telling us you are cancelling. Where you exercise a statutory cancellation right and arrange your own return, we will promptly provide the appropriate supplier return address and any reasonable instructions needed to identify and safely receive the goods. Please use that address rather than our office, correspondence address or an unconfirmed dispatch address. Package goods securely and retain evidence of return. These arrangements do not require you to buy our collection service or use our nominated courier when you are responsible for arranging a statutory return.

Return costs

17.9 For a return under the statutory cancellation right, you bear the direct cost of a change-of-mind return only where we informed you of that responsibility before the contract. For goods that cannot normally be returned by post, such as bulky furniture, the cost of return can be found on our returns information page. If we did not provide the information required by law, we will bear that return cost. Where we offer to collect, you are responsible for the direct collection cost. We will confirm the applicable collection charge for your agreement; any charge must comply with these rules.

Refunds following statutory cancellation

17.10 Following statutory cancellation, we will refund the price paid and, where required, the cost of our least expensive standard outward delivery. We do not have to refund the additional cost of an enhanced delivery option you expressly chose. Refunds will use the original payment method, without a refund processing fee.

17.11 Refunds will be made without undue delay and within the applicable statutory deadline. Where you return goods and we have not offered to collect them, the deadline is 14 days after we receive the goods or, if earlier, secure tracking evidence that you sent them back. Where we have offered to collect, or no goods were supplied, the deadline is 14 days after you notify us of cancellation.

Handling and inspection

17.12 When exercising a statutory cancellation right, you may handle goods as reasonably necessary to establish their nature, characteristics and functioning. Where legally permitted, we may deduct an actual reduction in value caused by handling beyond that, which can include use, unnecessary assembly or damage. Opening ordinary packaging to inspect goods does not automatically remove your cancellation right. We will not impose a consumer statutory cancellation or restocking fee.

Exceptions to statutory cancellation

17.13 Statutory cancellation exceptions include goods genuinely made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods unsuitable for return for health protection or hygiene reasons once unsealed; and sealed audio, video or computer software once unsealed. Faulty-goods rights remain unaffected.

Services and installation

17.14 For a separate service contract, the cancellation period normally ends 14 days after the day the contract is made. If you expressly request services to begin within an applicable cancellation period, and we have provided the required information, you may have to pay a proportionate amount for services actually supplied before cancellation. A separate service contract loses its cancellation right on full performance only where the required express request and acknowledgement have been obtained.

17.15 Cancellation periods and related deadlines are extended where the law requires, including where a relevant deadline falls on a Saturday, Sunday or public holiday, or required cancellation information has not been provided.

Discretionary cancellations and change-of-mind returns

17.16 Where no statutory cancellation or rejection right applies, returning correctly supplied goods because they are no longer required needs our written agreement. Please request a return within 14 days of delivery. Acceptance is discretionary and subject to the product's disclosed returns status and the conditions we agree in writing. Statutory and contractual remedies for defective or incorrectly supplied goods are separate.

17.17 Unless we agree otherwise, accepted discretionary change-of-mind returns must be unused, unassembled, complete and in a resaleable condition in the manufacturer's original undamaged packaging, with relevant seals intact. We may refuse discretionary returns of opened, used, assembled or damaged products.

17.18 Furniture and chairs: Where we agree a discretionary change-of-mind return, the normal handling and restocking charge is 35% of the price paid for the goods being returned, including collection by our specialist courier. We will confirm the total before you agree to the return. The charge will be reduced where necessary to avoid a disproportionate charge, will reflect reasonable handling, collection and restocking costs, and will not duplicate costs already recovered. It does not apply to a valid faulty-goods claim.

17.19 Other discretionary returns are subject to the applicable collection and handling charges disclosed before purchase or expressly agreed when we offer a discretionary return. We will confirm these before collection. Original delivery charges for a correctly performed delivery are not refundable on a discretionary return unless agreed otherwise.

17.20 We do not accept discretionary change-of-mind returns of personalised, bespoke, made-to-order, specially sourced, manufacturer-direct or other products identified as non-returnable before purchase, unless we expressly agree otherwise in writing. We do not accept discretionary returns of food, drink, hygiene products, opened consumables, software, business machines or electrical goods unless expressly agreed in writing. These restrictions do not remove remedies for goods that do not conform to the contract.

17.21 Discretionary change-of-mind returns of dated goods, such as diaries and planners, must also be requested by 30 November of the year preceding the year to which the goods relate, unless we expressly agree otherwise.

17.22 Acceptance of a discretionary return is conditional on our written agreement and collection through a courier nominated by AOS or the relevant supplier, unless we expressly agree another arrangement. Collection will normally be from the original delivery address; tell us beforehand if a different location is needed. We will confirm the goods, quantities, collection arrangements and applicable charges. If we authorise you to send goods back for a discretionary return, dispatch them within five working days of authorisation unless otherwise agreed, using the supplier return address and packaging instructions we provide. Do not send goods to our office or correspondence address, or to an unconfirmed supplier address. Responsibility for return transit will be explained when the return is agreed; we do not exclude responsibility for our own negligence or for a carrier we engage.

Manufacturer warranties and product-safety concerns

17.23 A manufacturer’s warranty or guarantee is provided on its stated terms and is additional to your rights against AOS. Unless we expressly agree otherwise, we do not give a separate guarantee that a manufacturer will continue trading or be able to perform its own warranty. A manufacturer’s insolvency does not remove any responsibility that AOS has under its contract with you or applicable law.

17.24 If goods appear unsafe, stop using them, isolate them where safe to do so and tell us promptly. Follow emergency-service advice where relevant. Do not continue using a product that presents a known safety risk. Where reasonably safe and practicable, retain the product, packaging, serial numbers, photographs and relevant records so the cause can be investigated. You do not need our permission to take urgent action to protect people or property.

18. Promotions, gifts and rewards

18.1 Promotions are subject to their advertised conditions, qualifying products, dates and availability. Unless stated otherwise, only one promotion may be used per order and promotions cannot be combined with other discounts or reward offers.

18.2 Promotion codes must be entered online or quoted when ordering. Unless stated otherwise, promotions cannot be applied retrospectively. VAT, delivery charges and promotional gifts or discounted promotional items do not count towards a qualifying spend.

18.3 Gifts are normally limited to one per order and one per customer per week unless the offer specifies a different limit. We may decline fraudulent or deliberately duplicated claims. Where the advertised offer permits substitution, any substitute gift will be of equal or greater value.

18.4 If a return or cancellation means that you no longer meet the conditions for a free gift, please return the gift with the qualifying goods. We will explain any lawful adjustment to a business refund for a retained gift. We will not use a gift adjustment to impose an unlawful deduction from a consumer's statutory refund.

18.5 We aim to dispatch gifts with the order. Where sent separately, our usual aim is within 28 working days unless the offer specifies otherwise. Please contact us if a qualifying gift has not arrived.

18.6 We may amend or end promotions for future orders. This does not remove a promotional entitlement already incorporated into an accepted order. Separate published reward scheme terms apply where relevant.

19. Privacy, cookies and reviews

19.1 Our Privacy Policy explains how we use personal information, including information needed for order administration, delivery, customer support and fraud prevention.

19.2 Cookies and similar technologies are governed by our privacy and cookie information and any applicable consent choices. Accepting these terms does not itself provide consent to technologies or marketing that require separate consent.

19.3 We may use Feefo or another review provider to request feedback as explained in our privacy information. Any sharing of contact and order details must have an appropriate lawful basis. Review and marketing preferences are separate from accepting these terms.

20. Website information and appropriate use

20.1 General buying guides and website information help you assess products but do not replace specialist advice where your project requires it. This does not exclude responsibility for an agreed recommendation, product description or service.

20.2 Please take reasonable precautions to protect your devices and login information. We take reasonable care in operating the website but cannot guarantee compatibility with every device or uninterrupted access.

21. Changes to these terms

We may update these terms for future orders and future website use. The version provided when your order was placed applies to that order, subject to any specific changes expressly agreed before acceptance or required by law. We will not retrospectively remove existing contractual or statutory rights.

22. Website availability

We may restrict website access for maintenance, security or operational reasons. If this affects an existing order, please contact us using the details in section 1. Website unavailability does not extinguish our obligations under an accepted order or your rights relating to it.

23. Responsibility and limits of liability

23.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of obligations concerning title to goods that cannot be excluded; liability under product liability legislation that cannot be excluded; or any other liability or remedy that the law does not allow us to exclude or restrict.

Responsibility for loss or damage

23.2 For purchases made as a consumer, we are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or was within both parties' contemplation when the contract was made. We do not exclude your statutory rights concerning goods, services or damage to your property caused by our breach.

23.3 For those purchases, we are not responsible for losses that were not reasonably foreseeable, or to the extent a loss was caused by your own breach, misuse or failure to take reasonable steps to avoid it. This does not make you responsible for our own fault or that of a supplier or carrier acting for us.

Commercial liability limits

23.4 Clauses 23.4–23.7 apply only to business purchases. Subject to clause 23.1 and the requirements of the Unfair Contract Terms Act 1977, we will not be liable for loss of profit, revenue, business, contracts, anticipated savings or goodwill, whether direct or indirect, or for indirect or consequential loss arising from an order.

23.5 Subject to clauses 23.1 and 23.6, our total aggregate liability arising out of or in connection with an order, whether in contract, tort including negligence, breach of statutory duty or otherwise, is limited to the total price paid or payable under the order giving rise to the claim.

23.6 The cap in clause 23.5 does not apply to physical damage to tangible property caused by our negligence or to sums that we are legally obliged to refund. Business exclusions and limitations apply only where they satisfy any applicable legal requirement of reasonableness. A customer's acceptance of these terms does not, by itself, establish that a limitation is reasonable.

23.7 Please tell us before ordering if your project requires a particular level of insurance, liability allocation, guaranteed timing or other contractual protection. Any different terms must be expressly agreed in writing before the contract is made. You should maintain appropriate insurance for your own business risks.

Reporting damage and preserving evidence

23.8 If you believe goods or services supplied by us have caused injury or property damage, tell us as soon as reasonably practicable with the order details, what happened and the evidence reasonably available. Take reasonable steps to prevent further loss, without putting anyone at risk. Where safe and lawful, preserve the affected product and relevant evidence and give us, our insurers and appropriate experts a reasonable opportunity to inspect. Emergency repairs, statutory duties and the directions of emergency services take priority.

23.9 For business purchases, where reasonably practicable, consult us before disposing of relevant evidence or agreeing non-emergency remedial work for which you intend to seek reimbursement from us. This does not require you to delay necessary mitigation, waive legal privilege, disclose information unlawfully or obtain our permission to pursue a valid claim. Any effect of a failure to cooperate on recoverable loss depends on the circumstances and applicable law; it does not automatically extinguish a claim.

23.10 Responsibility for a claim depends on the contract and applicable law. The existence or absence of insurance does not, by itself, decide liability or prevent a valid claim. We may pursue recovery from responsible third parties where available. Nothing in this section excludes or transfers liability where the law does not permit it.

24. Events outside reasonable control

24.1 If an event genuinely outside our reasonable control affects performance, we will notify you as soon as reasonably practicable and take reasonable steps to reduce its effect. Examples may include severe weather, fire, flood, government restrictions or widespread transport disruption.

24.2 We will not be liable for delay to the extent it is caused by such an event and could not reasonably have been avoided, subject to section 23 and mandatory legal rights. This does not permit us to retain payment for goods or services we are legally required to refund.

24.3 If performance becomes impossible or the delay is substantial, we will discuss ending the affected part of the order and refunding any sums due. Consumers retain their statutory rights to cancel or end a contract for non-delivery or delay. Business customers may end the unperformed part where the delay remains substantial after a reasonable additional period specified in written notice.

25. Waiver and enforceability

25.1 A delay in exercising a right does not mean that the right has been waived. A waiver of one breach does not waive a later breach.

25.2 If a term is found unlawful or unenforceable, the remaining terms will continue where they can operate without it. This does not allow an unlawful consumer term to be rewritten to the consumer's disadvantage.

26. Contract documents and earlier versions

26.1 The contract consists of the applicable version of these terms, the accepted order, agreed specifications and any expressly agreed written variations, together with information that the law makes part of the contract. For credit-account customers, the signed Credit Account Agreement also applies with the priority described in clause 13.7.

26.2 Updated website terms do not automatically replace the version governing an earlier order. No entire-agreement wording excludes fraud, misrepresentation or rights arising from information that must legally form part of the contract.

27. Third parties and subcontractors

27.1 Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999. This does not affect rights that exist independently of that Act.

27.2 We may use manufacturers, couriers, installers and other subcontractors to fulfil orders. This does not remove our contractual responsibilities to you as the seller or override consumer rights.

28. Communications and complaints

28.1 Please use the contact details in section 1 for queries, complaints or notices and include your order number where available. We will investigate complaints and seek a practical resolution.

28.2 We will normally contact you using the details supplied with your account or order. Please keep them up to date. Any special legal rules about giving notice, including the rules for consumer cancellation, take priority.

28.3 Marketing preferences can be changed using an unsubscribe facility or by contacting us. Opting out of marketing does not prevent necessary order, delivery, account or legal communications.

29. Governing law and courts

29.1 For business purchases, the contract is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rule that cannot be excluded.

29.2 Where you buy as a consumer, the contract is governed by the law of England and Wales, but this does not deprive you of mandatory protections under the law of the part of the UK where you live. You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of your home jurisdiction.

Cancellation form

Complete and send this form only if you wish to cancel a contract under a statutory cancellation right. You may instead use any other clear statement.

To: AOS Online LLP, Epsilon House, The Square, Gloucester Business Park, Brockworth, Gloucester, GL3 4AD.
You can also notify us through our Contact page or by telephone on 01452 888186.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]:

____________________________________________________________

Ordered on [*] / received on [*]: ______________________________

Name of consumer(s): ________________________________________

Address of consumer(s): ______________________________________