ASOS returns

[mamacoast]

Hi - looking for some advice. Bought some Pull and Bear shorts from ASOD for my teen daughter. The zip broke and I took a photo and contacted customer service. CS said return them for a refund, after looking at the photo.

We did that and I have just opened an email saying my refund has been rejected as the shorts have been worn! Yes they have been lightly worn , I did not say they were new, at any point.

What can I do next?

ASOS not ASOD!

If they're worn you can't return them. They'd only accept a refund if they were faulty, but once they're worn it'll class as wear and tare. Clothes generally don't come with a warranty. If you have it in writing from customer service you might be able to argue it. Worth a shot.

How long have you had them?

Are you saying they were worn once and then the zip broke? If so I’d class them as faulty and you should be entitled to a refund.

If she’s worn them more often it’s likely fair wear and tear

Probably worn 5 times. She has shorts that are years old that still have a zip that works. Sounds like we've been unlucky.

I'm just used to better customer service from other online retailers.

I'm going to see if I screenshot the online conversation.

Thanks for your replies.

Good news, ASOS have reached out to me and are giving me a refund.

This is what they said: Due to a technical issue, you have not been refunded for the shorts returned in this order, I'm really sorry about this.

I'm really happy. 👍

Yay!

That's good, was going to say always found them pretty good for customer service.

That’s good. Of course you can wear things and then return them. It’s not quite covered under “faulty” like if the zip was accidentally sewn on upside down. But there is an expectation that things will function for longer than five wears!