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.
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.
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.
What other scenarios fall under Buyer protection?
1 - When sellers break their promises related to transaction/after-sales services or logistics and delivery services.
2 - When there is a case of unacceptable behavior from sellers that could affect your rights as a shopper.
Final considerations to note
In most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return.
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.
Still have questions? We're always here to help.
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