Asos updates terms and conditions to ensure returns “remain sustainable”

Online retailer Asos has sent an email to customers informing them of its updated terms and conditions to tackle ‘suspicious’ returns including sending clothes back they suspect have been worn or those who order and return items in huge quantities.

Asos said if it noticed an “unusual pattern of returns activity” that didn’t “sit right”, it may deactivate the account and any others associated with it.

Research from Barclaycard published in August 2018 revealed that almost one in ten Brits  have bought clothes online (9%) to wear once with the aim of posting a photo to social media and subsequently returning their purchases.

Earlier this year, Asos, in addition to several other retailers, said it was going to start blacklisting “serial returners” from the website.

In the email, Asos said: “We also need to make sure our returns remain sustainable for us and the environment, so if we notice an unusual pattern, we might investigate and take action. It’s unlikely to affect you, but we wanted to give you a heads up.”

In addition to tackling serial returners with the policy changes, Asos has also extended the length of time customers have to return unwanted items  from 28 days to 45 days. Customers who return items within 28 days will receive a refund but beyond that (up to 45 days) they will now receive an Asos gift voucher for the amount spent.

Late last year, Asos, which is the biggest online retailer in the UK, warned profits growth was slowing.