ASOS return not refunded? Get your money back
Bought something from ASOS, sent it back, but your refund never arrived? It is a frustrating situation, but you have clear consumer rights. Do not let ASOS keep your money, follow these steps to get what you are owed.
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Under the Consumer Rights Act 2015, if you returned an item within ASOS's stated returns policy and they received it, they are legally obliged to process your refund promptly, typically within 14 days. If you paid by credit card for a purchase over £100, Section 75 of the Consumer Credit Act 1974 may make your card provider jointly liable. For debit card payments, you can pursue a chargeback through your bank if ASOS fails to refund you.
Step by step
- 1Gather all evidence, including your order number, proof of return postage, tracking information, and any communication with ASOS.
- 2Contact ASOS customer service directly, providing all details and clearly stating you have not received your refund despite the item being returned. Request an immediate resolution.
- 3If ASOS does not resolve the issue, send a formal written complaint. Clearly outline the timeline, your evidence, and state that you expect a full refund within a reasonable timeframe, citing your rights under the Consumer Rights Act 2015.
- 4If ASOS remains unresponsive or refuses to refund you, initiate a Section 75 claim with your credit card provider or a chargeback with your debit card provider, providing them with all your evidence.
What they'll say, and your comeback
“We have not received your return.”
Comeback, I have proof of postage and tracking information showing the item was delivered to your returns centre on [date]. Please investigate this internally and process my refund.
“Your refund is still processing, please allow more time.”
Comeback, It has been more than 14 days since the item was delivered. Under consumer law, refunds should be processed promptly. Please provide a specific date for when I can expect the refund or proof of processing.
“The item was not in a resalable condition.”
Comeback, The item was returned in its original condition, unworn and with all tags attached, exactly as received. Please provide photographic evidence or a detailed explanation of the alleged damage.
FAQ
How long does ASOS have to refund me after receiving my return?
ASOS should process your refund within 14 days of receiving your returned item, as per consumer protection regulations. This timeframe allows for inspection and processing.
What if I do not have proof of postage for my return?
While proof of postage significantly strengthens your case, you should still contact ASOS with your order details and any tracking information you might have. If ASOS is unhelpful, you may still be able to pursue a chargeback with your bank, though it could be more challenging without delivery confirmation.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.