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ASOS Closes Accounts for Excessive Returns Under New Fair Use Policy

ASOS says a £3.95 per-parcel fee with a proprietary algorithm sustains free returns for the majority under rules that lack an appeals process.

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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.