ASOS changing returns policy on the downlow

[LemonadeFromLemons]

Just discovered that ASOS returns policy has changed. No email received to say so and apparently no publicity. It used to be that you could get a credit note up to 45 days but no longer. Is it my fault for not checking the policy when buying? Has anyone else been affected?

What’s the policy changed to?

What's it changed to?

And why wouldn't you just get a refund rather than a credit note?

Within 28 days you can refund (this has been the case for a very long time). It also was the case for quite some time that if you missed that deadline but managed to return within 45 days you would get a refund. They appear to have changed the policy so this is no longer the case without announcing it anywhere (which they did when the moved to the 45 days policy).

You will get a refund if you return items within 28 days.

See policy below:

• sorry within 45 days you’d get a credit note.

This used to be the case but they’ve quietly taken it away without emailing customers or advertising the fact.

Did they extend it before to make it a bit easier while we all got used to covid? And now they've gone back to their original? Either way 28 days seems long enough to decide if you like something to me.

No it was put into play mid 2019. I really don’t mind that’s it’s changed it’s the fact that they haven’t highlighted it so those who order regularly like me might not realise until they try to return past 28 days :/

You regularly return past 28 days? Why?

YABU. They don’t need to announce this policy.

28 days is plenty. You shouldn’t be regularly returning items anyway.

As far as I know they're not under any obligation to announce a change to their policy, unless it affects people who have already ordered under different terms.

It's up to buyers to inform themselves of relevant policies when buying online, and as far as I can see, ASOS is still working within the distance-selling regs, in fact it's going above them if it allows refunds within 28 days (I think 14 days is all that's required by law).

Mid 2019?!?!?!

@MummytoCSJH
Because I’m disorganised, but I think you had probably worked that one out.

@emilyfrost I don’t regularly return items, I do regularly order items and sometimes I return.

@Laquila Fair enough, very reasonable.

@user1473878824 Yes, it was April 2019 IIRC

28 days is plenty of time. They need to be able to resell while it's still fashionable.

@emilyfrost I find that it is necessary to return online clothes purchases fairly frequently. Sometimes they don't fit, sometimes the fabric is nasty, sometimes they just don't look as they do on the website.

This is the point of the distance selling regulations allowing returns surely?

28 days is more than sufficient. Their returns process is a piece of piss, and very swift.

It's just a shame so many of the clothes they sell are shit.

I knew this so I’m pretty sure they did email?!

Then it’s really quite mad your complaining about it in 2021!

They did. I got the email, and it showed up on the app homescreen too if I recall.

@user1473878824

Then it’s really quite mad your complaining about it in 2021!

No the policy was extended to 45 days in 2019 but has now been reverted which is what OP is commenting on.

@ChelseaCat
@Hagqueen

I guess I must have misfiled the email, see earlier comment on my disorganisation!

@LarsErickssong
Yes, that’s what I meant. So it’d had been a policy for around 20 months. But I’m definitely bang to rights, should have read my emails by the looks of things :/

Thanks for making me aware OP, I have an ASOS parcel sat ready to go back. I’ll get a move on

Legally they don’t even need to accept your returns unless they are faulty. 28days is plenty!

@Fiona2020

Legally they don’t even need to accept your returns unless they are faulty. 28days is plenty!

I dont think thats correct.

Under the Consumer Contracts Regulations, you are allowed to return an item if you simply change your mind.
(from Which)
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling-off period’.

You need to notify the retailer of your wish to cancel your order within this time period – by email, for example.

You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.