Returns & Refunds
What is your Fair Use Policy?
All returns to ASOS must comply with our Fair Use Policy outlined below.
Partial Refunds and Handling Fees
Faulty and Incorrect Items
Suspicious Activity
Partial Refunds and Handling Fees
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 $4.95 per returned parcel from their refund to help cover the cost of getting the goods back to us. In extreme cases, we will also add an additional $4.95 handling fee charged separately from our usual delivery costs.
How do we decide when deductions and fees apply?
When deciding whether to make this deduction from your future refunds, we always look at your most recent shopping behaviour over the past 12-months, updated every time you place a new order. To keep it accurate, there’s a 30-day delay before any changes to your status, so all returns have time to be processed.
During this 12-month period, we monitor:
- Your Return Rate – the value of items you return compared with what you spend overall (for example, if you order $100 worth of items and return $50 worth, your Return Rate will be 50%);
- Your number of orders – how many orders you’ve placed
You can view your Return Rate anytime in ’My Account’, and you can find some tips on how to reduce your return rate here.
I don’t have ASOS Premier
You will still enjoy free returns, unless within this 12-month period:
- Your Return Rate is 70% or higher and you’ve placed 3 or more orders - in this case, we may deduct and retain $4.95 from your refund for each returned parcel (unless you keep more than $50 of your order); or
- Your Return Rate is 80% or higher and you’ve placed 5 or more orders - in this case, we may deduct and retain $4.95 from your refund for each returned parcel (unless you keep more than $50 of your order). We will also apply an additional $4.95 handling fee to your orders, in addition to our usual delivery costs.
ASOS Premier
If your return rate is above 70% and you’ve placed 3 or more orders, you won’t be able to purchase or renew ASOS Premier. If your ASOS Premier membership is still active, you’ll keep your Premier benefits until your current subscription expires, but we may deduct and retain $4.95 from your refund for each returned parcel (unless you keep more than $50 of your order).
What happens if my Return Rate decreases?
If your Return Rate decreases, you'll automatically go back to enjoying free returns and/or no longer be required to pay the handling fee (as applicable depending on your Return Rate).
If a return deduction and/or handling fee applies
If a $4.95 return deduction or $4.95 handling fee applies to you, we’ll send you a notification with the details. You’ll also see reminders at checkout before you place your order, and in the case of the returns deduction, when placing your return. These deductions and fees are only applied while you’re in the higher returns group as set out above and are separate from our standard delivery charges.
If you have an active ASOS Premier membership, this Fair Use Policy will apply to orders placed from 11 February 2026. If you've not subscribed to ASOS Premier, this Policy will apply to orders placed from 12 January 2026. For any orders placed before that, the previous deduction rules apply.
Faulty and Incorrect Items
You can continue to make free returns for products that are faulty or where we have sent you a product that you did not order.
If your item has a fault, please return it to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty/Broken’ when selecting a reason for your return. Unable to create a return or your item is in an unreturnable condition? Please get in touch with our Customer Care team here and provide a photo of the faulty item, we’ll be happy to help.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault will not be refunded.
If you received a wrong item, please send it back to us as soon as you can. You’ll need to select ‘Incorrect Item Received’ as the reason for return when creating your return. Find out how to return something here. Some brands have non-US sizes displayed on products, so to check if you received the right size, please have a look at our size guide.
PLEASE NOTE: If you have selected the category of return incorrectly or falsely, and we determine that the item is the correct item you ordered or does not in fact have a fault (as applicable), we reserve the right to apply a return deduction to your refund. The return deduction may also apply if you're returning other items in the same parcel with the faulty or incorrect item.
This section doesn’t affect your statutory rights.
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.