How to get a refund from ASOS for a missing return

Your rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, specifically Regulation 34, a retailer must refund you within 14 days of receiving the returned goods or proof that you have sent them back. If ASOS has received your return but failed to refund you within this timeframe, they are in breach of these regulations. ASOS allows UK customers 28 days from delivery or collection to return an item for a refund. If you return an entire order within 14 days, ASOS will also refund standard delivery fees, subject to its policy conditions. If you checked out as a guest, ASOS automatically deducts a £3.95 returns fee from your refund. Note that items sold and shipped by an ASOS Brand Partner must be returned directly to that brand, not through ASOS’s standard return route. If direct contact fails, you can pursue a chargeback via your bank or, if you paid by credit card for purchases over £100, a Section 75 claim. This is distinct from the Consumer Rights Act 2015, which gives you a short-term right to reject faulty goods within 30 days.

Step by step

1. 1Gather all evidence: your ASOS order number, proof of purchase, the return tracking number, proof of postage, and any communication with ASOS regarding the return.
2. 2Contact ASOS customer service directly. Provide them with all the evidence you have, clearly stating that your return was delivered on [Date]. While ASOS states it can take up to 10 calendar days for a return to reach their warehouse and be processed, and then up to 10 working days for the money to reach your account, firmly remind them that the legal 14-day refund period starts from their receipt of the goods.
3. 3If ASOS does not resolve the issue within their stated maximum processing time (approximately 20-25 days from drop-off), escalate your complaint. Ask for a manager or use their official complaints procedure, reminding them of their legal obligations under the Consumer Contracts Regulations.
4. 4If ASOS remains unresponsive or refuses to refund, contact your bank or credit card provider to initiate a chargeback. If your purchase was over £100 and paid by credit card, you may be eligible for a Section 75 claim, which holds the card provider jointly liable.

What they'll say, and your comeback

What actually happens

In practice, getting a refund from ASOS for a missing return often involves navigating their stated internal timelines. ASOS says it can take up to 10 calendar days for a return to reach their warehouse and be processed, followed by up to 10 working days for the money to appear in your bank account. This means you might wait 20-25 days from drop-off before seeing your refund. Most issues are resolved by contacting ASOS directly with clear proof of postage and tracking, usually after these internal timelines have passed. If you checked out as a guest, ASOS will automatically deduct a £3.95 returns fee from your refund. Chargebacks or Section 75 claims are typically reserved for situations where ASOS fails to process the refund after all their stated periods, and direct escalation has not worked.

FAQ

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