With so many fashion options ASOS offers, you’ve probably purchased clothes or cosmetics there already. However, from time to time, a purchase doesn’t satisfy a customer, it doesn’t look the way you thought it would, you get the wrong size, or it’s a gift that doesn’t fit the recipient.
These options are possible, even common, so knowing the refund and exchange policies can save the day. Not following these policies can result in an exchange or return of the merchandise being rejected.
But don’t worry; that’s precisely why we’ve put together an article with everything you need to know about merchandise returns at ASOS.
I have an unwanted item; now what?
If one of the goods doesn’t suit you or you don’t like it, you can confidently return it and ask for a refund for the purchase.
To be able to make a free return, it has to be within 28 days of the purchase of the item. ASOS will then refund the full amount of credit used at purchase.
The refund form will be in the payment method in which it was purchased. The money will be available to you within 14 working days of delivery of the product to the ASOS store.
If you request a refund within 28 days but cannot come to the store to deliver the product, you must notify ASOS by phone. Otherwise, the store may refuse your right to a refund.
It is important to have the payment receipt and the purchase invoice at the time of return so that the store can verify that you are truly the client who purchased the merchandise and can refund the purchase according to how much the item was worth at the time of sale.
I used Klarna to pay. Can I do a return?
If you used Klarna as a payment method, using the 4-part payment service means that you may not have finished paying for the merchandise at the time of return.
In that case, ASOS accepts returns even if you have paid with Klarna; just like any other payment method, the return of the item applies if it is made within 28 days of the purchase.
Any fees that have been canceled will be refunded in the same way as if you had paid in cash.
Exceptions for product returns
There are a few exceptions on selected products that are not eligible for returns in the ASOS store. According to the ASOS returns policy, the hygiene issue is of utmost importance to the company and generates security among its customers.
Because of this, among its exceptions for returns are facial and body products (creams, gels, lotions, etc.) that are open, look used, or simply the protective seal is not intact.
The return of underwear and swimwear is strictly forbidden if the label has been broken and the hygiene seal is not fully intact.
Earrings, jewelry, or piercings, both facial and body, are not to be returned if the protective seal is broken, opened, or tampered with. Facial coverings are also forbidden for returns.
Per ASOS legal policies, if any unusual patterns are discovered among returns, such as trying to return something that does not match the invoice or exceeding the returns service, i.e., buying items and always asking for the product to be returned along with the refund, the company may suspect that the item is being used, then returned which would create a vicious cycle.
If any of these cases occur, ASOS will not only refuse the return but will also automatically deactivate the account of the paying customer and the accounts associated with his ID.
Upon deactivation, you will be asked to return the product, a refund will be issued, and the customer-store relationship will be terminated. ASOS may take any legal action it deems appropriate if the relevant items are not returned.
If you want to exchange the purchased item for another, either because you want another color or another size because the article did not fit, you cannot make the exchange process.
But this does not mean you have to keep the item, even if it does not fit. You must go through the return process if you want an exchange.
Once the order has been reviewed and the return has been accepted along with the money refund, you must start a new purchase with the correct item.