Can I return an Aosom item without the original box?

Aosom's terms require items to be returned **unused and boxed as new in the original packaging**. Returns without the original box are typically refused or refunded partially. If you've thrown out the box, email `service@aosom.co.uk` before shipping anything back and ask whether they'll accept it, sometimes they'll approve a partial refund for damaged/faulty items even without the box.

What if my Aosom item arrives damaged or faulty?

Report it within **30 days** of delivery for a refund, partial refund, replacement parts, or full replacement. Email `service@aosom.co.uk` with your order number, item name, item code, and clear **photo or video** evidence of the fault. For electrical items Aosom assumes the fault was present at delivery for 12 months; for non-electrical items, 6 months, so you're covered well beyond the initial 30 days.

Is Aosom the same as HOMCOM, Outsunny, PawHut and Vinsetto?

Yes. Aosom UK is the retailer (trading as **MH Star UK Ltd**) and HOMCOM, Outsunny, PawHut, Vinsetto, Kleankin, Durhand, ZONEKIZ, Aiyaplay and Sportnow are their in-house brands. These names appear on your packaging when the parcel arrives. Products bought through Amazon, eBay, Wayfair or Groupon under those brands are still Aosom stock, but returns go through the marketplace, **not** Aosom's customer service.

Does Aosom charge a cancellation or restocking fee?

No restocking fee is charged, but if you ask Aosom to **collect** the return on UK Mainland, a collection fee is deducted from your refund (the exact amount is quoted when scheduling). You can avoid this by returning the item yourself via a courier of your choice. Cancellations made before dispatch are free.

Aosom ignored my email, what do I do?

Chase in writing to `service@aosom.co.uk` and copy `compliance@mhstar.co.uk` (the parent company MH Star UK Ltd). Reference your order number, the 30-day right to cancel, and set a **14-day deadline**. If you paid £100+ by credit card, raise a **Section 75** claim with your card issuer. If under £100 or paid by debit card, raise a **chargeback**. You can also open a case via Resolver.co.uk to formalise the complaint.

Can I cancel my Aosom order after it's been dispatched?

Not directly, once dispatched, Aosom's advice is to **refuse the delivery at the door** so the courier returns it to sender. Alternatively, some courier tracking portals let you stop the delivery yourself. If the parcel has already been delivered, use the 30-day cooling-off right to return it instead. A full refund is processed once the item is back with Aosom.

How do I delete my Aosom account?

Log in, go to **My Account** and use the delete option, or email `compliance@mhstar.co.uk` (Aosom's parent-company data controller) to request deletion of your account and personal information. Note that if you've placed an order, Aosom is legally required to retain the order record for around **6 years** for tax and regulatory purposes, even after your account is deleted.

How to Cancel an Aosom UK Order Before Dispatch.

Here's the fastest way to cancel Aosom UK and what to expect.

Last verified today · data refreshes daily · sources: page-emails, web-search

The fastest way

To cancel an Aosom UK order, email service@aosom.co.uk or call 0800 240 4050 immediately with subject 'Cancellation request, order #[number]'. If undispatched, they'll cancel and refund; if already shipped, refuse delivery. Consumers have a 30-day right to cancel from delivery; refunds process in 7-14 days.

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Cancelling a Aosom UK order by email

Email the verified address
service@aosom.co.uk, yoink-verified working email for Aosom UK (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Aosom UK team,

I'd like to cancel my recent Aosom UK order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Aosom UK plans you can cancel

One-off product purchase
Aosom UK is a retailer, not a subscription. 'Cancellation' means cancelling an unshipped order or returning within the 30-day cooling-off window.

Aosom UK’s refund policy

Aosom UK gives a 30-day right to cancel from the day you receive the goods, no reason needed. You must send a clear cancellation statement and return the item unused in original packaging within 14 days at your own cost (or pay a collection fee deducted from the refund). Refunds go back to the original payment method within 14 days of Aosom receiving the goods or proof of postage, and typically land in your account 7-14 days later. Faulty or damaged items should be reported within 30 days with photo/video evidence for a refund, partial refund, replacement parts, or full replacement.

“You have the right to cancel this contract within 30 days without giving any reason.”
, Aosom UK terms

30-day cancellation windowPro-rata refund: no

Asking specifically for money back, not just a cancellation? See the dedicated Aosom UK refund guide , same data, but framed around the policy + escalation paths.

What doesn’t work for cancelling Aosom UK

Based on 2 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling an order after the 24-hour dispatch window, Aosom dispatches within one working day, so post-dispatch cancellation isn't guaranteed, you'll be told to refuse delivery or return the item once it arrives.
✕ Returning via Amazon/eBay/Wayfair to Aosom directly, If you bought through a marketplace, the return has to go through that platform, not Aosom UK's customer service.
✕ Keeping the original packaging optional, Items must be returned unused and boxed as new in original packaging; without it, the refund can be reduced or refused.
✕ Free returns for change of mind, Return postage is at the customer's expense; Aosom-arranged collection is UK Mainland only and a collection fee is deducted from the refund.
✕ Repeat/serial returning, Aosom's Fair Use clause lets them refuse or pause accounts showing 'excessive frequency of returns' or suspected abuse.

How Aosom UK will try to keep you

Aosom UK may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Offering replacement parts or partial refund instead of a full refund on damaged items”
You say: Under the Consumer Rights Act you can insist on a refund for faulty goods reported within 30 days of delivery, Aosom's own terms confirm refund/partial refund/replacement is available in that window. Ask for a refund in writing to service@aosom.co.uk and cite the terms.
They’ll say: “'We'll get back to you in 24-72 hours' loops with no resolution”
You say: Set a written 14-day deadline in your email, reference the 30-day cooling-off right, and warn that you'll raise a Section 75 credit-card claim or chargeback if unresolved. Copy compliance@mhstar.co.uk (parent company MH Star UK Ltd) to escalate.
They’ll say: “Deducting a collection fee from the refund”
You say: Arrange your own courier if the fee is disproportionate, for cooling-off returns you're only required to bear the 'direct cost' of return, not an inflated Aosom collection charge. Get a quote from a third-party courier first.
They’ll say: “Blaming courier for 'delivered' parcels that never arrived”
You say: Under the Consumer Rights Act the retailer (Aosom), not the courier, is liable until goods are in your possession. Demand a redelivery or refund; if refused, chargeback via your card issuer.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Aosom UK’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Aosom UK’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Aosom UK has ~45 days to defend.

Rights in other regions (European Union)

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Aosom UK must honour it regardless of where they’re headquartered.

Common questions about cancelling Aosom UK

Contact Aosom UK **as soon as possible**, email `service@aosom.co.uk` or call `0800 240 4050` (Mon-Fri 9-5). If your order hasn't been dispatched yet they'll cancel it and refund the item. Because Aosom aims to dispatch within one working day, same-day cancellation is the safest bet. If the order has already shipped you'll need to refuse delivery at the door or return it under the 30-day cooling-off right instead.