Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order unusual patterns of returns activity where we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ in our Ts&Cs) or returning items worn/used and not matching what was originally ordered. Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts. If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost. We're not responsible for any items that are returned to us by mistake (it happens!). Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!Īs the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box). In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs).Īll items are inspected on return. Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. Face coverings if the seal has been tampered with or is broken.Pierced jewellery if the seal has been tampered with or is broken.Swimwear if the hygiene seal is not intact or any labels have been broken.Underwear if the hygiene seal is not intact or any labels have been broken.Face + Body products if opened, used or the protective seal is not intact.Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds, including: If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs. We don't accept returns for unwanted items after the relevant returns period above. If you create a return for an item during the above timeframes but you can't return it to us for some reason within the same time period due to extenuating circumstances, please get in touch - but any refund will be at our discretion. We aim to refund you within 14 days of receiving the returned item. The refund will be issued to your original payment method. You have 28 days from the day of delivery or the day the order becomes available for collection to return an item to us for a refund. Nothing in this Returns Policy affects your statutory rights. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, including rules about fair use. We get it - sometimes something just doesn't work for you and you want your money back. Returning an unwanted item? After that? Original Condition Responsibility Fair use Exchanges Faulty and incorrect items ASOS Marketplace ASOS Brand Partners
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