Asos returns and blocked account

Oliverose

Hiya
I've been reading alot about the subject but it's still a grey area so maybe someone can help...

I've been an asos customer for over 15 years. I buy quite alot from them.
Yesterday my account was blocked due to too many orders and returns. Every order I keep items just return ones that obviously don't fit or are bad material. I've researched this and can see this has happened to quite alot of people as of April.
I have two orders that I need to send back. I had a wedding so had ordered a few items in various sizes to see which fitted better. I've kept some but still need to return the rest. So as my account was blocked I wasn't sure about how to return.
I contacted asos who by email stated they will no longer reply to me as my account is now blocked. I then rang them to be told if I did send the orders back I wouldn't get a refund.
One order has been paid for via PayPal /bank the other is through klarna which you pay 28 days later.
Klarna have said asos update them when a return is processed so although they feel its under law if asos are stating they won't refund they can't update my return.
Besides being annoyed about being a loyal customer who spends alot with them I'm more concerned with what my rights are. Do I send the items back and risk them not refunding me or keep double of clothes that don't fit ect.
Are asos allowed to not refund if I have proof or postage? If they have blocked 'due to suspicious activity' I'm just at a loss whether it's my right to get a refund.

Thank you sorry it was a long post

dj1471

You have the right to cancel entire orders and return all items for a refund, assuming you're still within 14 days of delivery.

Whether you can return individual items will come down to what their T&Cs say. If they say that the usual return policy doesn't apply when your account is suspended then there's not much you can do. If it doesn't say that then you can still return items.

Ensure anything you return is sent tracked so you get proof of delivery, if they don't refund you can take them to small claims court. You might be able to claim through PayPal and Klarna, but no guarantee of success.

George_Michael

Oliverose wrote: »

Are asos allowed to not refund if I have proof or postage?

Legally, no as they must refund within 14 days of receiving the goods back or within 14 days of you providing proof of having sent them back (whichever is the earliest).
However, what they must do and what they will do are not the same thing but what I would do is to return the unwanted goods using the Royal mail prepaid form that you should have (providing that this gives online tracking) and then take it from there.

Oliverose

Thank you for your replys.

All I could find was this

Under the Consumer Rights Act 2015, you have a legal right to return goods which are faulty or not as described within 30 days to get a full refund. These rights apply whether you've bought something in store or online.
But when you buy online, you also have extra protection under what are known as the Consumer Contracts Regulations, which state that you have the right to cancel your order and get a refund for any reason – even if you've just changed your mind. You just need to cancel your order within 14 days and send back the unwanted goods within another 14 days.

So wasn't sure since they had said now the account has been blocked they won't refund any parcels returned.
So annoyed at the situation right now
Sigh

Oliverose

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.


This doesn’t affect your statutory rights.

This is the only thing noted on the tnc
So doesn't mentioned returned goods after being suspended.

I think I'll take pictures of all items. And send back since they don't state anything on refunds.

Thank you

gettingtheresometime

George_Michael wrote: »

Legally, no as they must refund within 14 days of receiving the goods back or within 14 days of you providing proof of having sent them back (whichever is the earliest).
However, what they must do and what they will do are not the same thing but what I would do is to return the unwanted goods using the Royal mail prepaid form that you should have (providing that this gives online tracking) and then take it from there.

Or better still use the prepaid form together with either signed for or registered (depending on the value of the items being sent back)

Kentish_Dave

Are you within fourteen days? If not your right to a refund has lapsed, and as the company does not want to refund you you can only force a refund if the goods were faulty or not as described.

Oliverose

For one parcel yes within 14 days but their policy is 28 days?
I just don't want to be stuck with doubles of clothes