ASOS is clamping down on its returns policy and it means it’ll be keeping a closer eye on shoppers who send back lots of clothes.
Shopping online can often result in items that don’t fit or aren’t quite as you expected, and inevitably you have to send bits back.
But be careful if you do this a lot at ASOS as the online retailer says it will be taking action if it notices an “unusual pattern”.
ASOS explained that this could include sending clothes back after a delay when it’s suspected they may have been worn, or those customers who order and return items in huge quantities.
Those found guilty of the practice could have their account, or any associated accounts, deactivated.
Reality TV star Lucky Mecklenburgh was banned from shopping at ASOS last year after the retailer refused her a refund when she claimed a parcel “went missing”.
Your refund rights
HERE are your rights to a refund, according to consumer group Which?:
Items bought online
Here, you have 14 days from receiving the goods to tell the retailer you no longer want them.
You then have an additional 14 days to return the items for a full refund.
The only exception tends to be perishable items, such as flowers, and personalised goods.
Items bought in stores
In store you have no legal right to return goods if you no longer want them – although you can get a repair, replacement or refund of faulty goods.
That said, some stores will have their own policies enabling returns – check before you buy.
In an email sent to customers this week ASOS wrote: “We need to make sure our returns remain sustainable for us and for the environment.
“If we notice an unusual pattern, we might investigate and take action.”
But it’s not all bad news as the retailer says it is extending the amount of time you have to send items back to 45 days from 28 days.
In its customer email ASOS said: “We know easy returns are one of the (many) reasons you shop with us, so we’ve increased the time you can return stuff from 28 days to 45 days.
“If you return anything within within 28 days, we’ll refund you as normal, and after that (up to 45 days), you’ll now get an ASOS gift voucher for the amount you spent.”
It added that the majority of customers will not be affected by the changes.
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