Returns & Refunds
What is your Fair Use Policy?
All returns to ASOS must comply with our Fair Use Policy outlined below.
Partial Refunds
Suspicious Activity
Partial Refunds
Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.
For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain $4.99 per returned parcel from their refund to help cover the cost of getting the goods back to us.
When deciding whether to make this deduction from your future refunds, we apply an objective formula based on your shopping behaviour, taking into account whether you have made particularly excessive returns well beyond the average ASOS customer’s returns, as well as the number and value of orders made by you.
If you fall into this group, you will still enjoy free returns when you keep $50 or more of any order.
If this $4.99 deduction will apply to your future orders and refunds for returns, we will send you an initial email notification. You will also see a message at the checkout and on returns pages, reminding you how much of the order you need to keep to avoid having $4.99 deducted from your refund. If you don’t see these messages, good news! You’ll receive free returns on your orders.
Suspicious Activity
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal ASOS customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.