These Terms and Conditions apply to your use of the ao.

com website and

every order placed with ao.com.

We're passionate about our customers and making sure that you're happy and so
the following sets out the terms and conditions that apply to your order in what we
hope is a straight-forward and customer friendly way.

1. 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 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 refund you any price you’ve paid to us.

2. Availability

We display our availability on the website and also display when you can have it
delivered. 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.

3. Website information

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. 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:

A 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.
B 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).

4. Prices

All the prices we display include VAT and exclude delivery and other services such
as disconnection & recycling of your old product, or connection/installation, unless
stated specifically on the website. You can see further information on our delivery
and ancillary services here.

Our 'Price Match Promise' service matches the price of the product including any
delivery changes applied by specified competitors, subject to certain conditions.
Please see here for further information.

5. Payment

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, American Express 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.
6. Delivery

We deliver to every UK postcode (excluding Scottish Highlands, Scottish Islands,

Channel Islands, the Isle of Man or the Republic of Ireland) normally 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. However,
from time to time we may also need to use other delivery agents.

The products we sell are often big and heavy things 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 their ability to
deliver. In these situations they 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 not
we will attempt another delivery date or 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.

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.

7. Additional Services

The charges for additional services are clearly laid out in

the disconnection & recycling and connection pages and will be displayed on the
checkout page when you place your order.

Disconnection & Recycling

Disconnection is available for certain old appliances that are plumbed into water
pipes and old cookers that are connected to gas mains or with a hard-wire electrical
connection. Unfortunately, disconnection isn’t currently available for built-
in/integrated 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, you'll need to remove any clothes from the drum. If we’re
disconnecting a dishwasher, please make sure all plates and cutlery are removed.

If you’re making use of recycling service and haven’t opted for our disconnection
service, please disconnect (and defrost if necessary) the appliance before we arrive.
If you’ve chosen to have your old TV recycled, all we ask is that your old TV is
disconnected and removed from any stands or brackets, ready for us to take away.

We only charge for the cost of transporting your appliance for recycling. Alternatively
if you wish to return your appliance to us with no charge then this can be accepted at
our delivery company's premises; Expert Logistics, Weston Road, Crewe, Cheshire,
CW1 6BE - Monday to Friday 10.00 to 16.00. Proof of the delivery of our product will
be required and they can only accept like for like items to those that were delivered.

Connection and Installations

We offer a connection service for most of the products we sell.

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.

We will not be able to connect your new items if:

a) Any electrical/plumbing supplies needed fail the delivery team's testing or are
unsuitable.
b) Any water supply needed cannot be isolated or is unsuitable.
c) Any drainage/waste facilities needed are unusable.
d) Mechanical adjustments are required to the item(s) to overcome such things as
water pressure etc
e) Alterations to existing plumbing and electrical are required.
Special conditions for Gas and Electric Installations

We now have an elite team of Gas Safe engineers who are also skilled in electrical
connections and able to install your new cookers, hobs and ovens. The charges for
our gas and electrical installations are clearly highlighted on our Gas and Electrical
Connection page - for more info, click here (http://ao.com/installation/).

If you need us to disconnect your old appliance, we will do this when we arrive (and
for gas and hard-wire installations only disconnection 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:
• You need to check the dimensions of your new appliance and make sure there'll
be enough room around the back and sides for ventilation once we've installed it.
• 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.
• If you're planning to run your appliance using cylinder gas, you'll need to make us
aware when you place your order. This helps us make sure we've got everything
we need to connect it when we arrive!
• If you're planning to run your appliance using cylinder gas, you'll need to make us
aware when you place your order. This helps us make sure we've got everything
we need to connect it when we arrive!
• 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.
Our engineers are highly trained and will always do their very best to connect your
cooker but occasionally and mainly for the reasons above, this may not be possible.
Where our team cannot complete the connection through no fault of their own, we
reserve the right not to refund any connection charge paid.

Special conditions for TV Installation

We now have a professional installation team who can take away the stress of
setting up your new TV. The charges for our TV installation and recycling are clearly
displayed on our TV Installation page – for more info, click here
(http://ao.com/installation/)

Stand Installation

What we’ll do:

• We'll unpack your new TV.
• Disconnect the wires from your old TV.
• Connect your new TV to the stand that’s in the box. We’re unable to connect to a
furniture television stand (as in a piece of furniture with brackets for a TV).
• Place it onto a suitable flat surface of your choice.
• Connect any new or existing devices to your new TV (e.g. sound bars, satellite
boxes, games consoles). There isn’t a limit to how many existing devices we can
connect, but we won’t be able to correct or adjust any settings. Please also make
sure you have any connecting cables (e.g. HDMI, scart cable etc.) ready when we
deliver, as we won’t be able to supply them unless you have bought them as part
of your order.
• If you've ordered a SMART TV we’ll try to connect it to your home WiFi. Please
have your password ready, so we can get you up and running quickly. We’ll leave
the exploring of the SMART features to you, as they are specific to your taste.
• We'll tune in your TV and explain some of its basic features, so that you can enjoy
it straight away.
• Recycle your old TV if you’ve selected it.
• Take away the packaging from your new TV.
Things to think about:
• We'll happily connect any speakers or amps for you but are unable to mount them
to your wall.
• Please check that your aerial and cable will reach the area where you want your
TV installed and also that your plug socket or electrical extension lead is within 1
meter of your TV.
• Our installers do not carry extension aerials and will only carry an electrical
extension lead to allow them to test your new TV and they’ll take it away with
them.
• We won’t be able to lay cables under carpets, flooring or behind skirting boards.
• Some SMART TVs require a dongle to use the internet features. Please double
check this as they are not supplied with the TV. Our installers will carry a spare
dongle with them to test the internet connection on your TV, but will take it away
with them.
Wall Mounted Installation

What we'll do:

• We'll unpack your new TV.
• Install the new bracket you have bought from us, to a clear area of wall (e.g. free
of pictures, shelves, old TV’s and brackets).
• Connect your new TV to the bracket.
• Connect any new or existing devices to your new TV (e.g. sound bars, satellite
boxes, games consoles). There isn’t a limit to how many existing devices we can
connect, but we won’t be able to correct or adjust any settings. Please also make
sure you have any connecting cables (e.g. HDMI, scart cable etc.) ready when we
deliver, as we won’t be able to supply them unless you have bought them as part
of your order.
• If you've ordered a SMART TV we'll connect it to your home WiFi. Please have
your password ready, so we can get you up and running quickly. We’ll leave the
exploring of the SMART features to you, as they are specific to your taste.
• We'll tune in your TV and explain some of its basic features so that you can enjoy
it straight away.
• We'll hide the wires on your wall with white cable trunking.
• Our installer's will also clean up any mess they make. They don’t carry vacuums
on their vans, so may need to borrow yours.
• Recycle your old TV if you’ve selected it.
• Take away the packaging from your new TV.
Things to think about:
• The wall we are installing to must be strong enough to hold to TV. There may be
some stud walls that we can’t install to because of the weight of the TV, but our
team will assess this to make sure it’s safe.
• We won't be able to install your new TV above a fire or heat source (e.g. a
radiator or heater).
• We'll happily connect any speakers or amps for you but are unable to mount them
to your wall.
• We'll hide the wires on your wall with cable trunking, but our installers will be
unable to channel the cables into your wall.
• Please check that your aerial and cable will reach the area where you want your
TV installed and also that your plug socket or electrical extension lead is within 1
meter of your TV.
• Our installers do not carry extension aerials and will only carry an electrical
extension lead to allow them to test your new TV and they’ll take it away with
them.
• We won’t be able to lay cables under carpets, flooring or behind skirting boards.
• Some SMART TV's require a dongle to use the internet features, please double
check this as they are not supplied with the TV. Our installers will carry a spare
dongle with them to test the internet connection on your TV, but will take it away
with them.
Our engineers are highly trained and will always do their very best to connect your
TV but occasionally and mainly for the reasons above, this may not be possible.
Where our team cannot complete the connection through no fault of their own, we
reserve the right not to refund any connection charge paid.

8. Cancellation

If you're not happy with your product or simply change your mind you can return it
within 14 days of delivery and 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. Your
refund will be made within 14 days of collection of the appliance.

To cancel a product and request collection please click here

(http://ao.com/services/cancellation.aspx), or call 0344 324 9222. 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 (except for the
supplementary costs arising if you chose a type of delivery other than the least
expensive type of standard delivery offered by us).

Our 14 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 14 days of order (by nominating your
desired day of delivery or otherwise), 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.

9. If Products are faulty

As a consumer, you have legal rights in relation to products that are faulty or not as
described. We are under a legal duty to supply products that are in conformity with
this contract. 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.

10. 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.

11. Our liability to you

Given that most people are honest and fair, we'll do what we believe is right and fair
if we fail to comply with these Terms We do admit to getting some stuff wrong now
and again and we'll hold our hands up if we do; in such circumstances we will be
responsible for the loss or damage you suffer that us reasonably foreseeable.
However the maximum we will pay out for food loss or any ancillary damaged items
(excluding the cost of appliances themselves) will be £250 per product.

Where we are installing products in your property, we will make good any damage to
your property caused by us in the course of installation or performance. However, we
shall not be responsible for the cost of repairing any pre-existing faults or damage to
your property that we discover in the course of installation and/or performance by us.

We only supply products for domestic and private use. You agree not to use
products for any commercial, business or re-sale purpose, and we have no liability to
you for any loss of profit, loss of business, business interruption, or loss of business
opportunity.
a)

death or personal injury caused by our negligence or the negligence of our

employees, agents or subcontractors;
b)

fraud or fraudulent misrepresentation;

c)
breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and
quiet possession);
d)

breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979
(description, satisfactory quality, fitness for purpose and samples); and
e)

e) defective products under the Consumer Protection Act 1987.

12. Information about us and how to contact us

ao.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 Park, 5A The Parklands, Lostock, Bolton, BL6 4SD. 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 team of people waiting to take
your call on 0344 324 9222.

Alternatively, you can email us on customerservices@ao.com or write to us at the

address given above.

13. How we may use your personal information

We will use the personal information you provide to us to:

a)

supply and deliver the products;

b)

process your payment for such products; and

c)

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.

14. General

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.