Returning online purchases
Returning items purchased from ACO
Do you need to return an item you purchased directly from ACO on the web shop? Below is a brief overview of how to approach it. Please note, these do not replace the ACO's Terms and Conditions (click here).
MISSING OR DAMAGED ITEMS
If your item has arrived damaged or with items missing, please contact our Customer Care team immediately by:
- Calling 01462 810411
- Using the page chat facility
Please quote your order number and be prepared to provide details of the problem relating to your items.
CHANGE OF MIND
If you are a consumer you have a legal right to change your mind within 14 days and receive a refund. You will need to return it in its original, unused condition and within 14 days of receipt. The returned items condition will be assessed on return, deductions can be made to your credit up to 100% if the product is not in its original condition.
Items marked as being made to order cannot be returned. It takes 36 hours for us to process your order. After this time, all items that are non-returnable cannot be cancelled.
Items assembled marked as being made to your specification will incur a re-stocking charge. Shipping will also be charged once the order has been despatched.
If you're returning an item because you've changed your mind, you will be responsible for the shipping costs back to ACO
When returning your items back to us, it’s important that you first fill out the Returns form at the bottom of this page. Once authorised, you can proceed to return the item(s) to us.
You can cancel your order or items in your order before we dispatch them by contacting our Customer Care team.
Items marked as ‘non-returnable’ are excluded from our standard cancellation policy. It takes 48 hours for us to process your order. After this time, all items that are non-returnable cannot be cancelled.
Unfortunately, we’re unable to exchange any orders placed online. You’ll need to return your item in its original, unused condition and then place a new order for the item you’d like. You will be responsible for the shipping costs back to ACO.
When sending product back to ACO, it is important that you first fill out the Returns form at the bottom of this page. Once authorised, you can proceed to return the item(s) to us.
Once your returned items have been received, your refund will be processed within 3-5 working days. Your refund will be processed via the same method of payment that you used to pay for your order.
SENDING ITEMS BACK TO US
When sending your items back to us, it’s important that you fill out the Returns Form below. We will email you with your authorisation details, you can then return the order.
Please ensure you clearly mark your parcel with your order number and full name and return it using a tracked delivery method to the below address:
ACO Business Centre
Please ensure you retain proof of shipping as we cannot be held liable for items lost in transit.
Returning items purchased from a Merchant
The sale contract is between you and your chosen Merchant. Please contact the Merchant directly and they will advise you of the return options available to you.
Only use this form if you have purchased items directly from ACO.
If you have damaged or missing items, please contact our Customer Care team immediately:
Call 01462 810411 or use the page chat facility on the page.
For all other returns please fill out the form below: