Summary
Asos has shut down some customers' accounts for returning too many items, citing a breach of its fair use policy. The company charges a fee for frequent returns and aims to maintain free returns for all customers. Some shoppers are upset about the bans and have struggled to appeal the decisions.
Key Facts
- Asos has banned customers for making too many returns, saying it violates their fair use policy.
- The company charges a £3.95 fee for frequent returns if less than £40 worth of items is kept per order.
- Asos stated that account closures help maintain free returns for all customers.
- The fair use policy allows Asos to close accounts with "unusual patterns of returns activity."
- Asos warned customers in 2019 about possible account deactivations for suspicious return patterns.
- Customers have reported being unable to appeal the bans successfully.
- Asos ships millions of orders worldwide and sells various fashion and skincare products.
- The company's approach has upset some long-time customers who feel alienated by the bans.
