Overview

• ASOS deactivated a small group of accounts this week after shoppers repeatedly fell outside its fair use thresholds for returns.
• The policy, introduced in September, charges a £3.95 fee per return for customers whose return volume exceeds an objective formula based on number and value of orders.
• Free returns remain for non-Premier customers who keep at least £40 worth of items per order and Premier members who retain at least £15, but breach these levels triggers fees and possible bans.
• Shoppers who order multiple sizes—often tall, plus-size, or neurodivergent customers facing inconsistent brand sizing—criticize the opaque rules and lack of warning or appeal.
• Legal advisers confirm ASOS can lawfully refuse service using commercial data if non-discriminatory, and many banned customers have resorted to court claims or PayPal disputes to recover refunds.