ASOS announces change to returns policy in cryptic email – what could it mean for customers?

ASOS has announced it will soon be making changes to its “fair use” policy – leaving many wondering if it will become the latest retailer to scrap free returns.

The online fashion giant sent an email to premier and non-premier members over the weekend, explaining it would be making changes to its fair use policy in relation to returns “in the next couple of weeks”.

It said the new policy would apply to a “small group of customers”, but did not give any more details.

The cryptic email has sparked speculation that ASOS may be amending its free returns policy in the UK after rolling out a similar strategy in the US last year.

That policy sees customers charged a $4.99 fee for returns when they are deemed to “constantly take actions that make providing them with free returns unsustainable”.

Rival brands such as Boohoo, PrettyLittleThing, Zara and H&M have started charging customers for returns after seeing a rise in large-scale takebacks.

A 2021 survey also found online returns alone cost UK retailers around £5.2bn a year on average.

Corin Camenisch, of financial technology company SumUp, said customers may be less inclined to keep shopping with certain retailers if they face an additional cost to return unwanted or faulty items.

“However, if the policy is implemented on a case-by-case basis and only affects customers who are so-called ‘serial refunders’, like it is in the US, customers may not notice a difference,” she said.

“They may even have a more positive shopping experience, as policy updates are often made to improve efficiency within their distribution centres.”

What are your rights?

Regulations state that consumers have a right to return an item they have purchased online.

The product does not have to be in its original packaging, but a company is entitled to ask for some form of proof of purchase.

Companies are not allowed to charge you for items that were placed in your online shopping basket as a result of a pre-ticked box.

Under the Consumer Rights Act 2015, consumers also do not have to pay for returns if their item is faulty or not as described.