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Online Refunds – where do you stand?

We’ve been listening to your queries about online refunds, so we wanted to clear up exactly where you stand when it comes to returns.

The Distance Selling Regulations (DSRs) were introduced in 2000 to protect UK consumers purchasing any goods and services online. In other words, where there's no face-to-face contact between the seller and the consumer before the contract is made, the customer is entitled to review their purchase within 7 days after they’ve received it.

So, whether you are selling to customers in the UK or other countries, they have the right to cancel the contract and get their money back, including the original postage and packing charges within 7 days of having received their order.

Please note that this right of cancellation does not apply to:
1. Custom made goods - Goods which are tailored to the customers own specifications (such as a custom-made wedding gown).
2. Sealed items, which have been unsealed – eg) brand new earrings

Extra things we've done to protect you, the seller:

• The consumer is only obliged to pay for the return of the goods if this has been explicitly stated in the returns policy. Therefore, ASOS Marketplace has covered this in our Refund & Exchange policy which is visible on your product pages and in our customer FAQs.

• ASOS Marketplace provides guidance on what we expect from customers in these circumstances.  We recommend that they return the item/s in a reasonable condition and within a reasonable time frame of 14 days. But of course, we do ask our sellers to exercise discretion if the item/s is received a few days after this.

1.       Message the buyer to confirm their decision to return the item
2.       Provide return details and ask the customer to post the item back to you
3.       Process the refund making sure to do so via your ASOS Marketplace account as this will ensure that we also refund your commission on this sale.

Finally, we ask all of our sellers to exercise discretion and apply reasonable judgment when handling returns and customer queries. Should you have concerns that a Marketplace user is abusing their consumer rights, you can report them to MPcompliance@asos.com.