ASOS

product stopped working? You might still be covered.

ASOS stands behind the quality of all products sold through its platform. While it doesn’t offer traditional extended warranties, ASOS honours your rights under Australian Consumer Law (ACL), ensuring that any items you purchase are free from defects upon delivery and during normal usage within a reasonable time.

• Covered Items & Faults:
  
  
  • All apparel, footwear, accessories, and beauty products purchased from ASOS.
    
    
  • Items that arrive defective, damaged, or significantly not as described.
    
    
  • Manufacturing faults discovered after normal usage within a reasonable period (typically several months).
    
    
• Statutory Protection:
  
  
  • Your consumer rights under ACL ensure a refund, replacement, or remedy for faulty items.
    
    
  • ASOS explicitly acknowledges these consumer protections regardless of the item being marked as “Final Sale.”
    

ASOS has streamlined warranty claims for maximum convenience:

✅ Step-by-Step Warranty Claim Process:

1. Log into ASOS: Go to your account and select "My Orders".
   
   
2. Initiate a Return: Choose the faulty item and select "Faulty/Broken" as the return reason.
   
   
3. Pack & Return: Print the provided free shipping label, package the item securely (tags included, if possible), and send it via the recommended carrier.
   
   
4. Receive Confirmation: ASOS will email updates upon receiving your return, processing inspection, and issuing your refund or replacement.
   
   

📞 Contacting ASOS Customer Care:

• If your item’s fault becomes apparent after the standard return window (28 days), contact ASOS directly through:
  
  
  • 24/7 Live Chat on the ASOS website or mobile app.
    
    
  • Social Media support channels (Twitter, Facebook) for prompt assistance.
    
    
• Provide your order number, clear descriptions, and include photos of the defect when contacting support for faster processing.
  

While ASOS’s warranty coverage is generous, certain limitations apply:

• Normal Wear-and-Tear:
  
  
  • Items naturally degrading over prolonged, regular use (fading, thinning fabric, worn soles) are not considered faulty.
    
    
• Misuse & Damage:
  
  
  • Items damaged by incorrect usage, improper care (washing/drying incorrectly), or accidental damage (spills, tears) are not covered.
    
    
• Hygiene & Safety Items:
  
  
  • Cosmetics, swimwear, underwear, earrings, or personal care items cannot be returned if opened or used, unless genuinely faulty upon delivery.
    
    
• Final Sale Items:
  
  
  • Clearly marked as non-returnable for change of mind, but still eligible for refund/replacement if defective or incorrectly described.
    
    
• Fit & Sizing Issues:
  
  
  • Sizing concerns must be resolved through ASOS’s standard returns within 28 days. Not via warranty claims.
    
    
• Brand Partner Products:
  
  
  • Items sold by third-party brands on ASOS are subject to their respective brand warranties. ASOS will facilitate the communication and resolution.
    

Prepare the following to streamline your ASOS warranty claim:

• Proof of Purchase:
  
  
  • Your ASOS order confirmation email or digital invoice found in your account under order history.
    
    
• Clear Photos or Videos:
  
  
  • Images/videos clearly illustrating the defect or fault. Providing this evidence upfront can often accelerate the resolution process.
    
    
• Product Information:
  
  
  • Retain original packaging and tags if available; these assist in verifying authenticity and purchase timing (recommended, not strictly mandatory).
    
    
• Issue Description:
  
  
  • Concise but clear explanation of the fault (e.g., “zipper broken upon arrival,” or “shoe sole detached after one use”).
    
    
• Personal Identification:
  
  
  • Usually not required unless verifying payment details or addressing refund complications. Matching account name and payment method is generally sufficient.
    

ASOS aims to resolve warranty claims promptly:

• Typical Timeline:
  
  
  • Returns by mail: Approximately 7–14 days from parcel dispatch to refund processing.
    
    
  • Direct claims via chat (with photos provided): Often resolved immediately or within a few days, with refunds or replacements issued swiftly.
    
    
• Communication & Notifications:
  
  
  • ASOS provides email updates at key stages (item received, refund/replacement issued).
    
    
  • Use ASOS’s return tracking tool to monitor your shipment’s progress.
    
    
• Refund Processing:
  
  
  • Refunds typically appear in your bank or PayPal account within 1–5 business days after ASOS processes them.
    
    
• Delayed or Complicated Claims:
  
  
  • In rare situations (e.g., complex inspections, international shipping delays), processing can extend slightly. ASOS customer care will keep you informed of any delays.