Buyer Protection

Buyer protection allows you to get a refund within the protection period if your item doesn’t arrive, arrives damaged, or arrives not as described.

How long does buyer protection last and how can I initiate a return/refund?

It lasts 15 days from the moment you confirm receipt of your item.
Any item with the label “Buyer protection” on its detail page is covered, with the exception of:
• Items that you have damaged yourself
• Personalised and custom-made items
• Perishable items (such as flowers)
• Items unsuitable for return due to hygiene or health reasons.
Learn more on the exceptions here.
If there’s a problem with your item, follow these steps:

Let the store know what the problem is and upload any supporting info if needed (images, screenshots etc), to help you reach a satisfactory solution with them.

If you can’t come to an agreement or get no answer, go to Account > Orders, find the relevant order and make a refund only or a return & refund application.

Choose the reason for return/refund from the list provided, upload any supporting info needed (pictures, videos, etc), and submit your application. You can check back regularly under the returns/refunds tab on Orders to see the progress of your application.

If an item needs to be returned, who pays the return cost?

• If you decide to return an item due to a change of mind, then it will be up to you to cover the return cost.

• If an item is defective, arrives not as described, or it’s the incorrect item, then it will be up to the store to cover the return cost.

When will I receive my refund?

• Refunds can take 1-10 working days to arrive dependent on your original payment method
• Any due refund can be sent to your original payment method
• Alternatively, you can get a much faster refund to your AliExpress Bonus account.
For full details refer to the Buyer protection Terms & Conditions.

What other scenarios fall under Buyer protection?

There are two other situations in which you can use and benefit from the Buyer protection service:
1 – When sellers break their promises, either related to:
● transaction or after-sales services, such as a failure to follow up with the warranty on your order as promised or as required by any relevant laws and regulations
● or logistics and delivery services, such as asking you to pay additional shipping costs after your order’s been placed, or not sending your order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.
2 – When there is a case of unacceptable behavior from sellers that could affect your rights as a shopper, and/or the use of abusive language during any communication with you.
* If you experience any of the above while using AliExpress, please contact our Help center .

Final considerations to note

In certain countries, stores must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as a shopper.For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return. Learn more here: Statutory Rights For EU Consumers.In Brazil, you will generally have a 30-day (non-durable goods) or 90-day (durable goods) legal conformity warranty. Additionally, you will have a 7-day right of regret as outlined in the Brazilian consumer legislation.

For requirements specific to South Korea, details can be found here.

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