About AliExpress Buyer Protection



Under what conditions are you eligible for AliExpress Buyer Protection?


Only transactions made on AliExpress using our Escrow service are eligible. Currently, you can pay with PayPal、Visa、 MasterCard、Moneybookers or Bank Transfer. More payment options will be added in the near future. If suppliers request any other options other than Escrow, please report to us.


You are also eligible for AliExpress Buyer Protection when:

You received items that are not as described (e.g. you ordered an MP3 Player and you received bag) and/or your negotiations for a refund with the supplier are not successful

You did not receive the items you ordered within the delivery period and/or your negotiations for a refund with the supplier are not successful


You are not eligible for AliExpress Buyer Protection if:

You claimed you did not receive your order whilst when the shipping company’s records showed you did

You claimed the order that you received is not as described, whilst it is shown otherwise by the supplier

The item was delivered but you no longer wanted it (regardless of the reason)


What can you do if you did not receive your order?

You can submit a dispute request to AliExpress 10 days after submitting an initial Refund Request to the supplier. We will contact both parties and mediate based on the evidence provided. All decisions made by AliExpress are final.

Learn how to open a dispute here


AliExpress will make full refund to you under the following conditions:

  • No shipment has been made by the supplier
  • The supplier fails to provide the correct tracking number during the transaction process
  • Items were confiscated by customs authorities due to false declaration by the supplier or if the supplier ships prohibited/fake or infringing items
  • If it’s proven that the goods you ordered were lost in transit

If the supplier produces proof from the shipping company that you’ve received the order, you will not receive a refund.


What can you do if the item you received is not as described?

You can submit a dispute Request to AliExpress 10 days after submitting an initial Refund Request to the supplier. We will contact both parties and mediate based on the evidence provided. All decisions made by AliExpress are final.

Learn how to open a disput request here


Cases that are eligible for dispute request by AliExpress:

  • Items received that are not as described

    If the goods you received are not as described, please provide photo or video evidence. AliExpress will contact both parties and negotiate refund terms.

    Exceptions:

    • You made a claim that the goods you received are ‘used’ (when the product listing clearly states that the product is in ‘used’ condition)
    • You made a claim that the goods you received are defective (when the product listing clearly states that the product is defective)
    • You do not want the goods anymore (regardless of the reason)
    • The item was properly described in the product listings but did not meet your expectations when it arrived
    • The item was listed as ‘used’ and it arrived with minor scratches

  • Fake items

    If you suspect the goods you received are fake, please provide photo or video evidence to AliExpress. AliExpress will contact both parties and negotiate refund terms.

    Exceptions:

    • You made a claim that the goods you received are imitations (when the product listing clearly states that the product is an imitation)

  • Broken (not functional) products

    If the item you received is broken or not functioning, please provide photo or video evidence. AliExpress will contact both parties and negotiate refund terms basedon the evidence you provided.

    Exception: You should check the items received carefully before signing on the receipt slip. You may not be able to obtain a refund if you submit dispute for broken product after you have assigned the receipt slip.


  • The item is missing parts and/or not the correct quantity

    If the item you received is missing parts and/or not the correct quantity (e.g. you ordered 20 t-shirts, but you only received 5), please provide photo or video evidence.

    AliExpress will contact both parties and negotiate refund terms based on the evidence provided.

    AliExpress will verify the information from all parties including you, the supplier and the shipping company. If it’s been shown that the supplier is at fault, we will require the supplier to complete the shipment to you.

    You can also choose to return the item to the supplier (you pay the shipping cost) and a full refund will be made to you. If the supplier does not agree to a full refund, AliExpress will help negotiate a part refund to you.


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