Price Match Promise
Free Delivery, 7 Days a week
2 Months Free Insurance
7 Day Customer Support

Terms & Conditions

These Terms and Conditions (together with our Privacy Policy) apply to your use of the AO Mobile website and also set out the terms and conditions on which we supply smart phones, mobile devices, wireless data products, accessories and other related products on www.AO-Mobile.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.

Our Contract with you

When you place an order, you are offering to buy the product(s) from AO Mobile Limited. In addition, if you buy a product which also includes a contract for telecommunication or data services then you will also be entering into a contract with the relevant network provider (“Network Operator”) for the supply of such telecommunications or data services provided by the Network Operator (“Network Services”).

Your contract for Network Services is not with us but is a separate contract with the Network Operator (“Network Contract”).

You may only purchase products from this website if you:

  • Provide your real name and correct address, phone number, email address, payment details and other required information;
  • Are at least 18 years old;
  • Provide a delivery address in the mainland United Kingdom

Note that we are unable to deliver to overseas army addresses, hotels, hostels or prisons and, asan anti-fraud measure, we will only deliver to your home address as used to verify your credit/debit card and if applicable for your Network Operator credit check.

When you place an order with us, we will send you an order acknowledgement via email.However, your order will only be accepted by us once your product(s) have been delivered to you.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 fulfill 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 addition,if you place an order for products and Network Services and the Network Operator refuses to enter into a Network Contract with you for some other reason and we are unable to alter this decision, we may cancel your order for products. If we choose to cancel your order we will let you know about this by email and/or telephone.In certain instances we may request on behalf of the Network additional proof/s of identity and/or a deposit payable to theNetwork to progress the order.Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.

Unless you are purchasing a product without a Service, we only agree to sell or supply a product to you on the basis that you enter into a Network Contract, that you adhere to the terms and conditions of the Network Contract and that you pay the Network Operator all airtime bills as specified within the Network Contract for the agreed minimum term of the Network Contract. The reason we insist on this is because products can have a significant cost to us and we can only supply the product free or for a price below what the item is worth because the Network Operator subsidises the cost of the product. If you do not comply with the terms of your Network Contract at any time during the agreed minimum term of the Network Contract – for example if you do not pay your airtime bills or you cancel your Network Contract or are disconnected - the Network may recover from us any subsidies that have been paid to us for your product. If this happens,we may charge you the cost of the product as if it had been supplied to you on a SIM free basis(without a Network Contract) and we may debit your credit or debit card on the basis that the product was supplied to you on a SIM free basis. Once this payment has been received, we will then credit your original VAT/tax receipt and re-issue to you a new SIM free product receipt.

Availability

We display availability on the website along with details of when you can have an item delivered.

Website Information

We try to specify accurate dimensions for every product listed on www.AO-Mobile.com. 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 thetrue 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.

Customer Reviews

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 theinformation contained in a customer review proves inaccurate.

You acknowledge and agree that:

  • 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. Youare permitted to use this material only as expressly authorised by us or our suppliers.
  • 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 thoseproducts).

Prices

All the prices we display include VAT and exclude delivery and other services.

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

From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product pages for pricing.We may also offer delivery and services at a reduced rate as part of a promotion. This is subject to availability and can be withdrawn at AO Mobile's discretion.

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 canto ensure your details are secure. If there are any problems with receiving payment, we'll let you know. Unfortunately, we do not accept pre-paid cards.

Your payment card will be charged at the time of order for the full purchase price. Should your order be cancelled, or subsequently returned following our returns process, then a full refund will be applied to your card. Please allow 3-5 working days for this refund to show. In the case of an order with no purchase price, we will perform a £1.00 deferred transaction (shadow payment) to validate the credit or debit card before an order is placed. Once an order is placed, we will ‘Abort’the transaction of £1.00, and no money would have been physically removed from the customer’s account.

A deferred payment means that the card details are checked and a “shadow” is placed on your account – this means that you cannot spend those funds elsewhere, and again, you would see a differing “available balance” on your bank account. Unlike immediate payments, deferred transactions are not sent to the bank for completion the following morning. And they won’t be unless we manually “release” them. At any point within this time we can “release” these funds(meaning we can give the Bank an instruction to say ‘the order has now completed and we now wish to take the full some of money from your bank account and place it in to our own’) We can,if we wish, also abort the transaction instead of releasing it, so that you are not charged and no money is ever physically removed from your account. The “shadow” on your bank account will remain for up to 30 days regardless of whether or not the order is fully complete. If the order does not complete, after a 30 day period the transactions are automatically aborted and you will be given access to the full funds in your account. In the case of an unsuccessful transaction, we can send an instruction to the back to abort the shadow payment, releasing the payment back to you within 3 to 5 working days. We do not have a mechanism to expedite this time frame.

We will not supply the ordered products to you until your card issuer has authorised the use of your card for payment of the ordered products. When your order is complete, we will notify you via email, we recommend that you save and print that document for future use. Note that theVAT/tax invoice delivered to you by us either electronically or in the delivery package can also be used as proof of purchase. We may use Verified by Visa and MasterCard SecureCode to provide additional security checks when processing your order. If you decline to register with either of the above Payer Authentication Schemes when prompted, we reserve the right to decline your order.We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order

Discount Codes

From time to time we’ll offer discount codes on selected products. Discount codes will be available for a limited time with eligible dates clearly visible. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our PriceMatch Promise. Discount codes can only be redeemed on www.AO-Mobile.com and you can only use one discount code per order. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.

VAT Notice 735 on mobile phone orders

In line with HMRC’s VAT reverse charge procedure, we may need to get in contact with you after you’ve placed your order to arrange a refund of VAT. This will apply if you’re a VAT registered business and you spend more than £5,000 (excluding VAT) or £6,000 (including VAT, discount or promotions, but excluding any charges for services or delivery) in a single transaction on mobile phones.

Delivery

Subject to the postcode exclusions as detailed below,we aim to send out orders placed before 8pm Monday to Friday or before 4pm Saturday to Sunday next day delivery (except on bank holidays). However, this will be subject to a credit/security check approval and also to stock availability.

For postcodes not excluded as detailed below, the company we use to deliver your order, DPDwill provide a delivery slot as a guide to when your parcel should be with you. Simply use the tracking information provided to you in your “order dispatched” email where you will find details of your delivery slot and the current progress of your parcel. Because we use DPD, you can download the ‘Your DPD’ App to track your order. If you need to make changes to your DPD delivery, use the ‘Your DPD’ App, which will allow you to delay or upgrade your delivery for an earlier time. We currently do not offer the DPD services for DPD Pick up Shop, deliver to your preferred neighbour or leave at a ‘safe place’. If you are not in to receive your parcel, simply visit the tracking information on DPD’s website (as provided in your “order dispatched” email) where you will be able to schedule a re-delivery. Due to the high value of the goods being shipped, we can ONLY dispatch goods to the billing address provided.
Location Postcode
Aberdeen AB31-35, AB41-54
Northern Highlands AB36-38, AB55-56
Northern Highlands HS1-HS9
Northern Highlands IV (All)
Northern Highlands KW0-KW14
Northern Highlands PH19-PH29, PH32-PH33, PH45-PH48
Argyll FK17-FK21
Argyll KA28
Argyll PA20-PA78
Argyll PH30-31, PH34-44, PH49-99
Arran KA27
Orkney Shetland KW15 - KW17
Orkney Shetland ZE (All)
Dundee PH15 - PH18
Northern Ireland BT(All)
Guernsey GY9
Isle of Man IM (All)
Cornwall TR (All)

Deliveries to the postcodes listed above are sent via Royal Mail tracked delivery and can take up to 3 working days. Once Royal Mail has your order, they will send you the tracking details.

If you place multiple orders, we may not be able to deliver all of these products at the same time.

Pre-ordering a product

All the prices we display include VAT and exclude delivery and other services.
  • Pre-order terms apply alongside and in addition to our terms and conditions of sale.
  • A pre-order product is a product that has not yet been released. By pre-ordering, you are paying for and reserving yourself a device for launch day (but please note that we cannot guarantee any particular product will in fact be available on its scheduled launch day. Launch days are estimated).
  • Payment for your pre-order is taken when you place the order.
  • Where possible, a pre-released order will be shipped to you so that you may receive it the day after the release date. Release dates are set by the manufacturers and are subject to change. We are not liable for any changes to a pre-release date that has been advertised by us.
  • Normal refund rules apply to pre-order products. Pre-order products are subject to availability.
Compatibility

It is your responsibility to ensure that the products you purchase are suitable for their intended use. Where a Network Service is ordered with a product, we recommend that you check that satisfactory network airtime service is available in the areas that you intend to operate the product. You may wish to go on the relevant Network Operator’s website to check this.

Cancellation

If you're not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 14 days after you receive the product. In order for us to accept your product for a refund it:

  • Must be in a resalable condition
  • Must be in its original box and packaging which must remain undamaged
  • Must be returned with its original charger, and all other in box accessories that it was delivered with
  • Must be returned with any gift or promotional item you may have received as a result of the phone contract
  • Must have any pin locks or passcodes you have set up removed from the product

We will make any refunds in respect of upfront costs as soon as possible. However, refunds in respect of network charges are handled differently:

Pay monthly contracts - If you return a product supplied and connected to a Network pay monthly contract service, we will, upon receipt of the returned handset, (within the period specified in our return policy), arrange for the Network Operator to disconnect the airtime service. You will be charged for any calls that were made whilst the phone or device was in your possession, plus a proportionate line rental charge for the period between the time of connection and disconnection. These charges will be taken by direct debit directly by the Network Operator.

Pre-paid airtime service such as ‘Pay as you go’ - If you return a handset or device connected to a ‘pre-paid’ airtime service such as pay as you go, we are unable to refund the cost of any pre-paid airtime service or ‘top-up’ once the service is activated.

To ensure a fast and secure return we encourage you to use a recorded delivery service.

Returns

Where a product you have purchased is defective, you can, for a period of 30 days from your receipt of the defective product(s), return them for exchange or refund. Defective products that are returned will be tested for the reported fault to confirm the return reason. In these cases, our call centre will give you return instructions and arrange for the replacement or refund of your product(s) as applicable.

We will pay the costs of return:

  • If the products are faulty or not as described;
  • If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing (that is to your disadvantage) or description, a significant delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

Returning a faulty handset

To return a faulty handset (within 30 days from receipt of the defective product), please complete the returns form that can be found here: www.ao-mobile.com/returns or contact us by email at: [email protected] or call our customer services on: 0333 8000 444. Returns will only be accepted with a valid authorisation. To ensure a fast and secure return we encourage you to use a recorded delivery service.

Where a product has been purchased as a part of a bundle of products, all products within that bundle must be returned. Until you return them to us you must keep the products in your possession, take reasonable care of the products while they are in your possession and return them to us in the condition that they were delivered to you.

To ensure a fast and secure return we encourage you to use a recorded delivery service. In case of replacement identical new products will replace the original products. Processing of refunds Once we have received and validated your returned products, we will confirm this to you by email.

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. Use would include, for example, using the products to make or receive a call, sending or receiving SMS/MMS, accessing the internet via the product, using the functions of the product for example amending settings, saving data, adding contacts, taking photos or using applications. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount up to the full cost of the product.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

Please note that we will only process returns and refunds for products bought on this website. If you bought products through some other distribution channel, such as from another website, a mobile network or a retail store or catalogue, please follow the applicable seller’s product return policy.

We will make any refunds in respect of upfront costs as soon as possible. However, refunds in respect of network charges are handled differently:

Pay monthly contracts - If you return a product supplied and connected to a Network pay monthly contract service, we will, upon receipt of the returned handset, (within the period specified in our return policy), arrange for the network to disconnect the airtime service. You will be charged for any calls that were made whilst the phone or device was in your possession, plus a proportionate line rental charge for the period between the time of connection and disconnection. These charges will be taken by direct debit directly by the Network Operator.

Pre-paid airtime service such as ‘Pay as you go’ - If you return a handset or device connected to a ‘pre-paid’ airtime service such as pay as you go, we are unable to refund the cost of any pre-paid airtime service or ‘top-up’ once the service is activated.

To ensure a fast and secure return we encourage you to use a recorded delivery service.

Repairs

If your product develops a fault after the 30 day returns period and the product is still within the manufacturer’s warranty period, then you may approach the companies below in order to ask for the product to be repaired. For refurbished handsets please contact us directly.

Apple Repairs
Contact Apple UK directly on 0844 209 0611 or visit their self-service website here.
Blackberry Repairs
Please return any faulty Blackberry handsets to AO Mobile Limited, please fill out returns form found here.
Doro Repairs
Please return any faulty Doro handsets to AO Mobile Limited, please fill out returns form found here.
Google Repairs
Please return any faulty Google handsets to AO Mobile Limited, please fill out returns form found here.
Honor Repairs
Contact Honor UK directly on 0800 088 6900.
Huawei Repairs
Contact Huawei UK directly on 0333 370 0800.
Motorola Repairs
Contact Motorola UK directly on 0871 2000995 or visit their self-service website here.
LG Repairs
Contact LG UK directly on 0808 159 2416, 01753 491 500 or visit their self-service website here.
HTC Repairs
Contact HTC UK directly on 020 7199 5534.
Nokia Repairs
Contact Nokia UK directly on 0845 0455 555 or visit their self-service website here.
OnePlus Repairs
Contact OnePlus UK directly on 01252 236 307.
Samsung Repairs
Contact Samsung UK directly on 0330 726 7864 or visit their self-service website here.
Sony Repairs
Contact Sony UK directly on 0870 511 1999 or visit their self-service website here.
Xiaomi
Contact Xiaomi UK directly on 0800 916 0561.

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.

Black Friday Pricing

Any offers are genuine savings. Because we match the prices of competitors, there is the potential for prices to drop further after the Black Friday promotional period. Rest assured, we will always abide by our price match promise.

Our Liability to You

Here at AO Mobile, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.

If your product develops a fault which causes it to lose saved data, we can’t accept liability for that loss.

If for any reason your device needs to be sent back to us or the manufacturer, it will be restored to factory settings and data will be lost. As we can't accept liability for any data loss, we recommend you regularly back up your data to a remote or external data storage. You can learn more about remote Cloud storage options here.

As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.

We do not exclude liability for the following heads of loss:

  • Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
  • Fraud or fraudulent misrepresentation.
  • Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
  • 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).
  • Defective products under the Consumer Protection Act 1987.

Information About Us and How to Contact Us

This website is owned and operated by AO Mobile Limited, a company registered in England and Wales. Our company registration number is 03914998 and our registered office is at:

AO Mobile Limited
5A The Parklands,
Lostock,
Bolton
BL6 4SD.
Our registered VAT number is 945 6981 69.

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 0333 8000 444.

Alternatively, you can email us on [email protected] or write to us at the address given above.

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. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Complaints

If you have a complaint about AO Mobile you can contact us as follows:

By calling us on 0333 8000 444

By emailing us on [email protected]

If you are not satisfied with the outcome of your complaint, you may be eligible to lodge your complaint to EU Online Dispute Resolution platform - www.ec.europa.eu/consumers/odr