Understanding Buyer Protection
Buyer protection allows you to request a refund during the protection period if your item doesn't arrive, is damaged, or isn't as described.
Duration and Initiating Returns/Refunds
The protection lasts 15 days from when you confirm receipt of your item. Items marked with "Buyer protection" on their detail page are covered, except for:
- Items you have damaged yourself;
- Personalized or custom-made items;
- Perishable items;
- Items unsuitable for return due to hygiene or health reasons.
Steps to Resolve Issues
Contact the Store
Inform the store about the problem, providing any necessary supporting information, such as images or screenshots, to reach a satisfactory solution.
Make a Return/Refund Request
If an agreement cannot be reached, go to Account > My Orders, find the relevant order, and submit a request for a refund or return & refund.
Get Refunded
Select the reason for the return/refund from the provided list, upload supporting information (pictures, videos, etc.), and submit your application. To track your application's progress, regularly check the returns/refunds tab under Orders.
Return Costs
- You will cover the return cost if you return an item due to a change of mind.
- The store will cover the return cost if the item is defective, not as described, or incorrect.
Refund Processing Time
- Refunds may take 1-10 working days, depending on your original payment method.
- Refunds will be sent using your original payment method.
- For a faster refund, you can opt to receive it in your AliExpress Bonus account.
Additional Scenarios Covered by Buyer Protection
Buyer protection also applies in the following scenarios:
Sellers fail to honor their promises regarding:
- Transaction or after-sales services, such as failing to comply with the warranty as promised or as required by relevant laws.
- Logistics and delivery services include asking for additional shipping costs post-order or not using the agreed shipping method.
Unacceptable behavior from sellers affects your rights as a shopper, including abusive language during communication.
If you encounter any of these issues, don't hesitate to contact the Aliexpress Help Center.