Buyer Protection

5/7/2017

Buyer Protection is a set of guarantees provided by AliExpress.com that enables buyers to shop with confidence on our website.

What guarantees can I get?

1. Full Refund - if you don’t receive your orderYou will get a full refund if your order does not arrive within the delivery time promised by the seller.

2. Full or Partial Refund - if the item is not as described
If your item is significantly different from the seller’s product description, you can A: Return it and get a full refund, or B: Get a partial refund and keep the item.

Sellers can also offer additional guarantees for their products:

Domestic Returns
Products which fall under this return policy can be returned domestically, as long as they are unused and in the original packaging. No questions asked!

Guaranteed Genuine
If a product that falls under this guarantee is found to be counterfeit, you will get a full refund (shipping costs included). 

How does Buyer Protection work?

Contact the Seller

If your order hasn't arrived within the promised time, or isn't as described - contact the seller.
Most sellers are happy to quickly resolve any issues. 

Open Dispute to Make a Refund

If you were unable to resolve the problem with the seller, you can submit a refund request by clicking Open Dispute
Here, you can formally discuss solutions with the seller. 

Escalate Dispute to AliExpress

If you are not satisfied with the seller’s solutions, you can Escalate Dispute to us.
We will mediate between you and the seller to resolve the problem

The following cases are not covered by Buyer Protection

• Fraudulent charges to a credit card. If you notice any charge to your account that you did not authorize, report it to your credit card company.
• Orders or payments made outside of our website
• Claims that an item was not delivered when the shipping company’s records show that it was
• Claims that an item is not as described when the seller can prove that it is.
• Items that were delivered and are as described but the buyer no longer wants. However, if the seller offered the “Extra Returns” guarantee, you will still be protected.
  
  

I am not satisfied with the product. What can I do?

If you are not satisfied with the product you received, you can open a dispute before the order is closed. you may follow the below steps to Open Dispute:

1. Sign in to the “My Orders” section of your AliExpress account
2. Locate the relevant order
3. Click the Open Dispute button
4. Submit your refund request

Please be advised to open a dispute before the deadline, or the order will be completed with your payment being released to the supplier.

Also, you may have an open communication with your supplier and agree on a mutual refund solution. To contact the supplier, you may go to the product detail page or shop and click Contact Now to send a message. You can also click Chat Now! to chat in real time with suppliers who are online using our instant messenger, TradeManager.