30-day Returns or replacement Policy
Return an item
Please Contact us via Contact Us page or email us at firstname.lastname@example.org
1. Your name Your email address and Order number
2. Items ordered
3. Reason for returning ( change mind or faulty)
We will then contact you with the next steps ( as soon as possible or within 48 hours Monday -Friday)
Please make sure you have read all the information on this page before proceeding with your return. Thank you.
What is your returns policy?
We offer a 30 day, no-quibble returns or replacement policy because we want you to be totally satisfied with your purchase.
If you’re unhappy in any way with your purchase, you can return it for a refund, replacement or credit. You may be requested to return the item in its original, undamaged packaging before we process your request.
We will pay for your return postage on a faulty/incorrect item as long as you send it using Royal Mail 2nd class signed for delivery.
Please keep in mind the following:
* Non-faulty items returned after 30 days and/or not in their original, undamaged packaging can only be exchanged for store credit – 15% off the items returned.
* Items returned within 30 days but not in their original and undamaged packaging will also incur a -15% charge per package.
* Individual items from a bundle can’t be returned, refunded or exchanged. If you want a refund/credit/exchange for a bundle, all items must be returned to us.
Before you return your item, please make sure that:
* You follow our returns process
* The goods and packaging are undamaged
IMPORTANT: We need to be able to identify an item with your order. We can only do this if you follow our returns process. Please do not send us items back that do not follow this process as they cannot be identified properly and will not be replaced or refunded.
What do I need to know before I return an item?
Your order number can be found in the confirmation email we sent you after you completed your purchase.
What delivery method do I need to use when returning an item?
You must send the goods back to us via Royal Mail 2nd class signed for delivery. Refunds on faulty items returned are reimbursed within 7 working days.
If the item is over 2.5kg and/or is a tube or panel light, your order will need to be collected. Please be aware that you will incur a £10-charge for failed collections.
Returning faulty goods
If your item is faulty, you need to follow the returns policy, where you’ll be able to state that it’s faulty. The product will then arrive at our warehouse for testing.
You may be able to quickly solve the fault without having to return the item.
Returning heavy items, panels and tubes
Items over 2.5kg, panel lights and tube lights will require collection. Please be aware that you will incur a £10-charge for failed collections.
If your purchase is not within 30 days
You can still exchange your item for a different product or for credit to use on the 3aao.com website (-15% from the credit amount).
Returns outside of the 30 day period do not qualify for the free returns policy.
Returning an item within warranty
If you have a 2-year warranty and want to return a faulty item, you just need to follow our standard returns process. When we receive your item, we will then check that it’s under warranty and for any faults before arranging a replacement.