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 suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend and/or close your account and any associated accounts.
Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities - much, much more than even the most loyal ASOS customer would order - as well as the number and value of orders made by you; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” in our Ts&Cs); or items are returned that are worn/used and do not correspond to the original order.
If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.
Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.