How to get a refund from ASOS for a missing return
It is incredibly frustrating when you send an item back, only for the refund to never appear. You've done your part, and ASOS is legally obliged to process your money back once they receive your return. Don't let your money disappear into the ether.
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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. 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.
Step by step
- 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.
- 2Contact ASOS customer service directly. Provide them with all the evidence you have, clearly stating that your return was delivered but you have not received your refund within the statutory 14-day period.
- 3If ASOS does not resolve the issue within a reasonable timeframe (e.g., another 7-10 days), escalate your complaint. Ask for a manager or use their official complaints procedure, reminding them of their legal obligations under the Consumer Contracts Regulations.
- 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
“We haven't received your return.”
Comeback, I have proof of postage and tracking that confirms the item was delivered to your returns facility on [Date]. Please investigate internally.
“Your refund is still being processed, it can take up to 21 days.”
Comeback, Under the Consumer Contracts Regulations 2013, you are legally required to process a refund within 14 days of receiving the goods. It has now been [Number] days since delivery.
“You didn't follow our return instructions precisely.”
Comeback, I followed the instructions provided, and the item was successfully delivered to you. This does not negate your obligation to refund me.
FAQ
How long does ASOS have to refund me after receiving my return?
ASOS, like all retailers, must refund you within 14 days of receiving the returned goods or proof that you have sent them back, according to the Consumer Contracts Regulations 2013.
What if I don't have proof of postage?
While it makes your case harder, still contact ASOS with your order details and any tracking numbers you might have. Explain the situation. Without proof of delivery, it's more challenging to prove they received the item, but you should still try to resolve it directly.
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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.