Return Policy
1. Return/Refund Request
1.1 Subject to the terms and conditions of this Refund and Return Policy and the Terms of Service, the Buyer may apply for a return of the purchased Items (“Items”) and/or a refund before the expiry of the ASOS Warranty period. Terms of Service.
1.2 ASOS is a service provided by ASOS at the request of users to help them handle certain conflicts that may arise during the transaction process. Users can resolve differences privately or contact the relevant local authorities to help them resolve any disputes before, during, or after using ASOS protection.
2. Return Request
2.1 Buyers may only request a refund and/or return in the following circumstances:
(1) The buyer did not receive the item;
(2) The item was defective and/or damaged upon delivery;
(3) The received goods are incomplete (missing quantity or accessories);
(4) The seller has delivered items to the buyer that do not conform to the agreed specifications (e.g., incorrect size, color, etc.).
(5) The goods delivered to the buyer differ materially from the description provided by the seller in the goods list;
(6) The received goods were counterfeit.
(7) The received item has physical damage (e.g., dents, scratches, breakage);
(8) The received item is defective (e.g., malfunctioning, not working as expected).
(9) Through a private agreement with the seller, the seller must send his/her confirmation to ASOS to acknowledge the agreement; or
(10) Change your mind*
(11) *The change-of-mind return policy applies only to certain categories and is limited to certain sellers.
(12) **The counterfeit goods return policy only applies to ASOS. E- Mall sellers.
2.2 The buyer's application must be submitted through the ASOS mobile application.
2.3 ASOS will review each buyer's application on a case-by-case basis and decide for itself whether the buyer's application is successful.
2.4 Please note that if ASOS requires, the buyer must ship the goods to the location designated by ASOS within ten (10) business days after submitting a return request .
2.5 ASOS will decide at its sole discretion whether to approve your refund and return request. The Buyer acknowledges and agrees that ASOS 's decision is final, decisive, and binding, and undertakes and agrees not to bring any action or otherwise make any claim against ASOS or its affiliates in respect of such decision.
2.6 If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide ASOS with formal notice from the relevant authorities requesting ASOS to continue holding the purchase proceeds until a formal ruling is made. ASOS will, at its sole discretion, determine whether it is necessary to continue holding such purchase proceeds.
3. The right of the seller with preference
3.1 If you are a preferred seller, you should have received separate written notification from ASOS informing you of your selection to participate in the ASOS Preferred Seller Program. If you decide at any time not to participate in the ASOS Preferred Seller Program, please notify ASOS in writing ; otherwise, you will be deemed to have selected to continue participating in ASOS and agreed to the terms and conditions set forth in this Refund and Returns Policy. ASOS may, at its sole discretion, suspend or remove any preferred seller from the ASOS Preferred Seller Program at any time.
3.2 ASOS's decision to approve a refund or return pursuant to Section 2 above is binding on the relevant preferred seller. The preferred seller agrees to comply with and do all necessary things to make the buyer's refund or return request effective and approved by ASOS .
3.3 For any refund or return request approved by ASOS , ASOS will notify the preferred seller by email (“Email Notification”) and arrange for the return of the relevant item to be shipped to the address provided in writing by the relevant preferred seller to ASOS to complete the refund and return process, provided that address is located in the country where the relevant item is listed for sale on the website (“Local Address”). If the preferred seller fails to provide a Local Address for the returned item or otherwise fails to accept the return within a reasonable time (as determined by ASOS ), ASOS reserves the right to dispose of such item in any way it deems appropriate, and the preferred seller shall be deemed to have forfeited all rights to the item. If the preferred seller does not receive the returned item, the preferred seller must notify ASOS within seven (7) days of receiving the Email Notification (“Notification Period”). Failure to notify ASOS within the Notification Period shall be conclusive evidence that the preferred seller has accepted delivery of the item, and the preferred seller agrees not to bring any claim or dispute against any such item.
3.4 Notwithstanding the foregoing, ASOS may, at its sole discretion, decide not to return goods for which a refund or return has been granted to the preferred seller, and the preferred seller shall be deemed to have forfeited all rights to the goods.
3.5 For any refund or return of goods received by ASOS but rejected by ASOS , ASOS will arrange for the goods to be delivered to the relevant buyer's address in accordance with Section 2 above.
3.6 If ASOS approves any refund or return request, the preferred seller may appeal the decision by contacting ASOS and providing evidence supporting the appeal. If ASOS supports the preferred seller's appeal, it will reimburse the preferred seller for all or part of the purchase price. The preferred seller acknowledges and agrees that ASOS 's decision is final, decisive, and binding, and undertakes and agrees not to bring any legal action or otherwise make any claim against ASOS or its affiliates in connection with the decision.
4. Rights of Ordinary Sellers
4.1 For the purposes of this refund and return policy, a regular seller refers to a seller who is not a mall seller or a preferred seller.
4.2 When ASOS receives a request from the Buyer for a return and/or refund, ASOS will notify the Seller in writing. The Seller may respond to the Buyer's request in accordance with the steps provided by ASOS in the written notice. The Seller must respond within the time frame specified in the written notice (the "Scheduled Period"). If ASOS does not receive a response from the Seller within the Scheduled Period, ASOS will assume that the Seller has not responded to the Buyer's request and will continue to evaluate the Buyer's request without further notice to the Seller. ASOS will review each Seller's response on a case-by-case basis and determine at its sole discretion whether the Buyer's request is likely to succeed under the conditions stated by the Seller.
V. Returns and Exchanges
5.1 To ensure a hassle-free return experience, the buyer shall ensure that the item, including any free items such as accessories provided with the item, is returned to the seller in the condition received by the buyer at the time of delivery. We will advise the buyer to take photos of the item upon receipt.
6. Responsibility for return shipping costs
(a) In the event of an unforeseen error by the seller (i.e., delivery of damaged, defective or incorrect goods to the buyer), the seller shall bear the buyer's return shipping costs.
(b) In the event that the buyer changes his mind, the buyer shall obtain the seller's consent before returning the goods and shall bear the return shipping costs.
(c) In the event of a dispute between the buyer and seller regarding who is responsible for the return shipping costs, ASOS will decide on its own terms which party shall bear the return shipping costs.
7. Refund
7.1 The buyer will only receive a refund after ASOS receives confirmation from the seller that the seller has received the returned goods. If ASOS does not receive a response from the seller within the specified time, ASOS has the right to refund the applicable amount to the buyer without further notice to the seller. The refund will be credited to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between buyers and sellers
8.1 ASOS encourages users to communicate with each other when problems arise during transactions. As ASOS is the platform for users to conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased goods.
