I placed an order on the 10th may 2016. I ordered Indesit I5VSHK_BK electric cooker. The oven didn’t work properly so I decided the return the product. To my surprise I was told that once the product has been opened and used ao.com will refund only 50% of the price. Although you can read from Ao.com website part of the Return Policy Make an exchange If the product isn't what you expected, maybe it's a bit too big or small for your home, we'll happily arrange an exchange for you. Ao.com employees explained to me that they will make the exchange, but I still will lose 50% of the value of the product I want to exchange. To make a summary, as soon as a product from ao.com enters your home you can not return it or exchange it unless you want to loss half of the price