What is Aosom's return policy?

You have a **30-day right to cancel** from the day you receive the goods, no reason needed. Items must be returned unused, in original packaging, within 14 days of notifying Aosom. Return postage is at your expense, or Aosom can arrange collection on UK Mainland with a collection fee deducted from your refund. Refunds go back to the original payment method within 14 days of Aosom receiving the goods, then 7-14 days for your bank to process.

How long do Aosom refunds take?

Aosom's terms state refunds are issued within **14 days** of them receiving the returned goods (or proof of postage). Once processed, refunds go back via the original payment method and typically take a further **7-14 days** to hit your account, depending on your bank. If you're past that window, chase in writing at service@aosom.co.uk and quote the terms.

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.

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.

Can I get a refund on an Aosom item bought through Amazon or eBay?

You have to return via the **marketplace you bought from**, not Aosom UK's customer service. Open a return in your Amazon or eBay order history and follow their process, Amazon's A-to-Z Guarantee and eBay's Money Back Guarantee both apply. Aosom's own 30-day terms only cover purchases made directly at aosom.co.uk.

Is Aosom UK a legitimate company?

Yes. Aosom UK is operated by **MH Star UK Ltd**, incorporated in England and Wales (company number 07361121, VAT number GB 103973325) with a registered office in Northampton. It has been trading since 2012 and its Trustpilot profile shows a 4.4/5 score across 16,000+ reviews. Complaints tend to cluster around damaged flat-pack deliveries and slow refund resolutions rather than outright scam behaviour.

REFUND GUIDE

How to Get an Aosom UK Refund in 14 Days.

Aosom UK refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 21 Jul 2026 against Aosom UK’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Aosom UK, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Aosom UK actually says

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

30-day cancellation windowPro-rata refund: no

How long does a Aosom UK refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Aosom UK’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

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

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Aosom UK for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Aosom UK subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Aosom UK can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Aosom UK has ~45 days to defend. Works regardless of where Aosom UK is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Aosom UK charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Aosom UK is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Aosom UK refund email

Email the right address
Use service@aosom.co.uk, the route yoink has verified actually gets read for Aosom UK.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Aosom UK team,

I'm requesting a refund for my Aosom UK order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

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

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for 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.