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ASOS is a popular online fashion retailer that offers a wide range of clothing and accessory options for customers around the world, including in Australia. The company has a returns policy in place that allows customers to send back items that they are not satisfied with. While ASOS used to offer free returns for Australian customers, recent reports from 2023 suggest that the company has introduced a return cost of AUD 8.99 or AUD 9.00, which is deducted from the refund amount. This change has been met with some criticism from Australian customers, who feel that the additional cost may deter them from shopping on the ASOS website. However, ASOS has stated that the majority of its customers are unaffected by this change, and it is only targeted at a small group of customers with a high return rate, allowing them to continue offering free returns to most customers.
| Characteristics | Values |
|---|---|
| Countries with free returns | Most countries except Hong Kong, New Zealand, Singapore, Australia, and the UK |
| Cost of returns in Australia | AUD 8.99 |
| Cost of returns in the UK | £3.95 |
| Conditions for returns | Items must be in their original condition and packaging, with tags still attached |
| Items not eligible for returns | Face and body products if opened or used, underwear, swimwear, pierced jewelry, cosmetics/makeup, or any items marked with a + next to the product name, or marked 'Final Sale' |
| Timeframe for returns | Within 28 days of the item being delivered or made available for collection |
| Refund method | Original payment method, minus any relevant returns deductions |
| Timeframe for refunds | Up to 14 days from receiving the returned item, or up to 10 working days for the refund to reach the customer's account |
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What You'll Learn
ASOS Australia no longer offers free returns
Previously, ASOS offered free returns to the vast majority of its customers. However, the company has stated that they needed to make this change to continue offering free returns to all customers. ASOS claims that a small group of customers with a frequently high return rate made offering free returns unsustainable. These customers will still get free returns if they keep a certain amount of their order, which is £40 for customers in the UK and $50 for customers in the US.
ASOS Australia customers can create an account and return items through the 'My Account' section. They will then need to open the 'My Orders' tab and select the 'Create Return' button next to the relevant order number. It is important to note that ASOS does not offer exchanges, so customers wanting a different size or colour will need to place a new order.
ASOS's Fair Use Policy outlines that all returns must be in their original condition with tags still attached. The company reserves the right to refuse a return if the item has been worn or is damaged. Additionally, certain items, such as underwear, swimwear, pierced jewellery, cosmetics, and items marked as final sale, cannot be returned for hygiene and safety reasons.
While ASOS Australia no longer offers free returns, the company aims to provide refunds within 14 days of receiving returned items at their warehouse. However, it may take up to 10 working days for the refund to reach the customer's account, depending on their bank.
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A return cost of AUD8.99 will be deducted from the refund
ASOS has introduced a return cost of AUD8.99, which will be deducted from the refund amount. This change has disappointed some customers, who previously enjoyed free returns. The new return cost is now a standard feature of shopping on ASOS in Australia.
ASOS has stated that this change will allow them to continue offering free returns to the vast majority of their customers. The company has introduced this charge for a small group of customers with a consistently high return rate, whose shopping habits make offering them free returns unsustainable. ASOS has not defined what constitutes a high return rate, but they have assured that nothing has changed for most of its customers.
The return cost is now a mandatory feature of the returns process for Australian customers. Previously, ASOS offered free returns to Australian customers, but this is no longer the case. This change has prompted some customers to express their dissatisfaction and consider alternative shopping options.
The AUD8.99 return cost will be automatically deducted from the refund amount. This means that when a customer returns an item, the refund they receive will be the original amount minus the return cost. This deduction is a standard procedure for returns on ASOS in Australia.
It is important to note that ASOS has a Fair Use Policy that outlines specific conditions for returns. This policy aims to ensure that customers do not abuse the returns system. ASOS reserves the right to deactivate accounts that exhibit unusual patterns of returns activity, such as excessive returns or returning items that do not match the original order.
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ASOS's Fair Use Policy outlines rules for free returns
ASOS has a Fair Use Policy that outlines the rules for free returns. The policy aims to ensure that the company can continue to offer free returns to most customers. The policy states that for a small group of customers whose shopping behaviour makes providing free returns unsustainable, a deduction of $4.99 per returned parcel will be made from their refund to help cover the cost of return shipping. This deduction applies to customers who consistently make excessive returns beyond the average ASOS customer's returns and is determined by an objective formula that considers the number and value of orders made. Customers who keep at least $50 of their order will still be eligible for free returns.
ASOS will notify customers who fall into this category via email before applying any deductions. Additionally, customers will see messages at checkout and on returns pages reminding them of the minimum order value they need to keep to avoid the deduction. The company also reserves the right to deactivate accounts and take legal action if they notice unusual patterns of returns activity, such as excessive returns, returning worn items, or returning items that don't match the original order.
ASOS's Fair Use Policy is designed to balance the needs of the business with the convenience of free returns for customers. While the policy aims to discourage excessive returns, it also ensures that the majority of customers can continue to benefit from free and convenient returns.
It is important to note that ASOS's return policy also includes other rules and conditions. For example, items must be returned in their original condition, unworn and unused, and within the specified returns timeframe to be eligible for a refund. Face and body products, underwear, swimwear, pierced jewellery, and face coverings are subject to additional hygiene requirements for returns.
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ASOS does not offer exchanges, only refunds
ASOS offers refunds for items returned within 28 days of the item being delivered or made available for collection. The item must be unworn/unused and in its original condition. All tags and labels should be attached, and the item should be in its original packaging. For instance, shoes should be returned with the original shoe box.
ASOS aims to refund customers within 14 days of receiving the returned item into their warehouse. The refund will be issued through the original payment method. However, delivery and handling costs are non-refundable.
ASOS's Fair Use Policy aims to offer free returns to most customers. However, for customers who consistently make excessive returns, the company deducts and retains $4.99 per returned parcel from the refund amount. ASOS will notify such customers via email before applying this deduction.
ASOS Australia currently charges a return cost of AUD 8.99, which is deducted from the refund amount.
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Some items are restricted when it comes to returns
ASOS has a Fair Use Policy that outlines certain restrictions on returns. The policy aims to ensure that the company can continue offering free returns to most customers. However, for a small group of customers whose return behaviour is deemed excessive, a deduction of $4.99 per returned parcel will be made from their refund to help cover the cost of getting the goods back.
ASOS determines whether a customer falls into this group by applying an objective formula that takes into account the number of returns made, the number and value of orders, and whether the return behaviour is significantly beyond that of the average ASOS customer. Customers who keep $50 or more of any order will still be eligible for free returns.
In addition to the Fair Use Policy, ASOS has certain restrictions on the condition and type of items that can be returned. Items must be in their original condition with all tags and labels attached and must not be worn, damaged, or used beyond a brief try-on period. Items marked "Final Sale" are also not eligible for returns, exchanges, or refunds unless in exceptional circumstances, as these items have been heavily discounted.
Furthermore, certain items cannot be returned for hygiene and safety reasons, such as Face + Body products if they have been opened, used, or if the protective seal is broken.
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Frequently asked questions
No, ASOS does not offer free returns in Australia. The return cost is AUD 8.99, which is deducted from the refund amount.
The ASOS Fair Use Policy is designed to ensure that the company can continue to offer free returns to most customers. Under this policy, customers with a high return rate may have $4.99 deducted from their refund to help cover the cost of returns.
To return an item to ASOS from Australia, you can place your return through your account on the ASOS website. You will need to go to the "My Orders" tab and select the "Create Return" button next to the relevant order number. You will then need to package the item securely and ensure that you obtain proof of postage.
