Return and Refund Policy
1. Buyer Protection
Your order is protected by AliExpress from the moment you click "Confirm Order" until the Buyer Protection period ends.
What it is: A guarantee that lets you get a full refund if your order doesn't arrive or isn't as described.
How long it lasts: Typically, Buyer Protection lasts for 60 days for most physical items, or until you click "Confirm Order Received." For some items, like virtual products or tickets, the period may be shorter.
2. How to Request a Refund
If there's an issue, do not confirm receipt of the order. Instead, open a dispute.
Go to "My Orders".
Find the order with the problem and click "Open Dispute".
Select the reason for your dispute (e.g., "Not Received," "Product Not as Described").
Provide clear evidence to support your claim. This is crucial.
For "Not as Described": Photos and/or videos clearly showing the problem, the product's packaging, and the shipping label.
For "Not Received": Tracking information is automatically used, but you can add screenshots if needed.
Propose a solution: either a full refund or a partial refund (if you want to keep the item but it has minor issues).
The seller has a limited time (usually 5-7 days) to respond with a solution.
3. Reasons for Returns & Refunds
Common reasons AliExpress will support a dispute:
Non-Receipt: The package does not arrive before the Buyer Protection period ends.
Product Not as Described: The item received is significantly different from the seller's description (wrong size, color, model, broken, fake, missing parts).
Quality Issues: The item is defective or malfunctions.
4. Return Shipping
Who pays? If the return is due to a seller's error (wrong item, defective), the seller is typically responsible for return shipping costs. You may need to pay upfront and provide a receipt for reimbursement.
If you change your mind: If you simply no longer want the item (buyer's remorse), you are usually responsible for the return shipping costs, and the seller must agree to the return.
Important: Never return an item without first opening a dispute and agreeing on return details with the seller. Always get a valid tracking number for the return shipment.
5. Refund Process
Once a refund is agreed upon (either by the seller or after AliExpress steps in to mediate), it will be processed.
The refund will be issued to the original payment method used for the purchase.
Processing times can vary (typically 3-20 business days) depending on your bank or payment provider.
6. Key Conditions & Exceptions
Time Limit: You can only open a dispute before the Buyer Protection period ends.
Evidence is Key: Your dispute is much stronger with clear photos and videos.
Seller Cooperation: Always try to communicate with the seller first to resolve the issue amicably before escalating the dispute.
Specific Product Policies: Some categories, like smartphones and laptops, may have specific return windows (e.g., 14 days from receipt).