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ASOS Returns Policy clamps down on serial returners

By Chris Dawson April 8, 2019 - 10:45 am

If you’re an ASOS customer and in the habit of borrowing clothes to wear to a party and then return them you might be in trouble. ASOS have tweaked the ASOS returns policy, adding a fair use section, and will shut your account down if you’re a serial returner.

“If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order – then we might have to deactivate the account and any associated accounts.”
– ASOS returns policy

ASOS emailed customers to update them on the policy saying that ‘It’s unlikely to affect you’, but warning that if it does affect you then they’ll be putting a stop to your serial returning.

The change to the ASOS returns policy is one that many marketplace sellers would wish they could put in place, although Amazon also have a record of shutting down serial returners accounts.

In fashion especially, returns are a fact of life due to different sizing between manufacturers – there’s no such thing as a size 10 dress, in one store you might fit a 10 but pop next door and you will be an 8 and in the next shop along you’ll need a 12. Returns will happen and ASOS aren’t going to close genuine customers’ accounts. What they’ll be looking for are shoppers who buy lots and return just about everything, especially if it’s worn.

The ASOS returns policy change doesn’t of course impact your rights as a consumer. You have an absolute right to examine goods at home and if they’re no suitable to return them. What you don’t have the right to do is use online shopping as a clothes library and, even though regardless to the change to the ASOS returns policy you’ll still be able to return anything you’ve purchased, worn or not. What ASOS have the right to do is quite simply ban you from ever buying from them again and it looks like this is exactly what they intend to do.

  • Mark
    4 months ago

    Hooray that policy should be advertised on all items from all platforms such as eBay and Amazon.
    Used is not returnable as unwanted.

    • 4 months ago

      On eBay you can block buyers but that is not possible on Amazon

    • alan paterson
      4 months ago

      Buyers can often damage the item once they have worn it – then send it back as “defective”. We have had shoes sliced, stitching picked apart and even corrosive applied to our shoes before the return.

      If these type of “serial return” buyers want to do this – they will always find a way.

      We have thousands of pounds worth of shoes returned every year with what we believe is intentional damage so as to qualify for the return (although we would have accepted the return anyway). On top of that – ebays new service metric is a double whammy.

    • alan paterson
      4 months ago

      On the plus side its easy to take these damaged/returned items and sell them on auction on ebay. I feel thats one of the reasons that makes ebay such a great platform. We almost always get our money back when we sell off our returns on auction. Its not the end of the world when you get a return that has been worn or damaged. Last week alone we sold 200 pairs on ebay auction.

      More sellers should use this. Remember the first item sold on ebay was broken (the buyer collected broken Lazer pointers).

  • Jonah
    4 months ago

    We always offer free returns on our eBay antique sales, but sadly there seems a sizeable group of buyers who will deliberately damage the item in order to obtain the refund. Amazingly they always claim the item was damaged before packing- yes of course we make a living out of deliberately damaging our merchandise!! Our no quibble return policy isn’t worth the paper it’s written on, despite it being plastered all over our listings. And, as Alan says above the double whammy comes when eBay hit you on metrics. All thoroughly depressing but part of the cost of online business.

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