ASOS SHOPPERS REACT ANGRILY AT NEW £3.95 RETURNS CHARGE – Customers face the refund deduction if they return under £40 worth of items
Asos customers have reacted with anger over a new rule charging them for returns if they do not keep a certain amount of their order.
Some customers received an email over the weekend saying they had been identified as having a “frequently high return rate”. Such customers will now have £3.95 deducted from their refund if they send back less than £40 worth of items.
Asos has not said what constitutes a high return rate, but claimed “nothing’s changed” for the majority of its customers.
The company has said “We’re making this change so that we can continue offering free returns to all our customers. For a small group of UK customers with a frequently high return rate whose shopping habits make offering them unconditional free returns unsustainable, they can still get free returns when they keep £40 or more of their order.”
The retailer said customers signed up to Asos Premier will get free returns if they keep at least £15 of their order.
The threshold for free returns was launched for Asos customers in France, Germany and the US earlier this year.
