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Returns & Refunds
Returns Procedure
1 You have up to 30 days from delivery to return any goods from Aosom.
2 Contact our customer services team with details of why you want to return the goods.
3 We will get back to you with further instructions on how to return the goods or rectify your issue.
4 You send the product back to us.
5 Once we've received the goods and ensure all are in order, a refund will be processed within 14 days.
Damaged Goods

If any item is found to be damaged upon arrival, please contact us using the contact form or call our Customer Service team on 01 556 8500 within seven days. We will then assist and provide you the information required, along with ways we can resolve the issue at hand.

Unwanted Goods

If an item has been incorrectly ordered or is no longer wanted and you are a consumer, you can exercise your 30-day "cooling off" rights. Please see the “cooling off” section of our terms and conditions for more information. If you’re not sure what to do, please get in touch using the contact us form or call our Customer Service team on 01 556 8500. We will then assist and provide you with full details on resolving your issue.

If you are a consumer, you may have the legal right to cancel the contract (“cooling off”) within 30 days of receiving the goods. If so, you must send us a clear statement saying that you wish to cancel and then send the goods back to us at your expense within 30 days thereafter. We will send you a refund including standard delivery charges, but less damage caused by unnecessary handling within 30 days of receiving the goods back or at least proof that you have sent them.

Refunds will be paid back via the original payment method and will take between 7-14 days to process and hit your account. You will be notified once we have received the item and it has been processed. If your refund has not been processed after four weeks of returning the item(s) please contact us.

Missing Parts

If your item appears to be missing any parts, please contact us within 30 days of delivery on 01 556 8500 or using the contact us form so we can assist you further in resolving the issue. When contacting us, please ensure you include the item name and code, along with the part you believe to be missing.

Post-delivery?

If the goods supplied are faulty, you have the right to be assisted with the following outcomes:

  • Refund/reduction of price/replacement part/full replacement, within the first 30 days after the day on which the goods were delivered.

  • Replacement parts/full replacement if available, after 30 days and within 12 months of delivery.

  • You need to provide evidence that the goods are faulty and within 12 months we assume the fault to have been present at time of delivery.


Cancelling Orders Before Accepting Delivery

If you wish to cancel an order before you accept delivery, please contact us as soon as possible on 01 556 8500 (open Monday to Friday, 9-5pm). If it has not been dispatched we will cancel the order and refund the value of the item(s). However, due to our 24-hour dispatch turn around, we cannot guarantee that your order won’t have been sent out by the time you contact us.

It may be possible to stop a delivery and return to sender directly with the courier in your online tracking portal.

If your order has been dispatched, please refuse delivery, If you haven’t refused delivery and are a consumer, you may still have the right to return the goods in return for a refund. See above under “Unwanted Goods”.

Accepting Orders

At times, we may be unable to fulfil an order due to product quantities, errors in product information or problems with payment and as a result, we must cancel the order. In some circumstances we may require additional verification information before accepting an order. We will be in contact if any of the mentioned circumstances arise.