What is Buyer Protection?
Buyer Protection is a set of guarantees provided by AliExpress.com that allows buyers to shop with confidence on our site.
You are protected when:
The item you ordered did not arrive within the time promised by the seller.
The item you received is not as described.
The item you received that you believe was genuine was counterfeit.
Who is entitled to Buyer Protection?
Only buyers who have purchased items on AliExpress.com are entitled to Buyer Protection.
Any payments made directly to a seller outside of AliExpress.com are not protected by us. If the seller asks you to make a direct payment to them (for example, via PayPal or bank transfer), please notify us immediately.
Current accepted payments on AliExpress.com include:
You can also pay with some debit cards, including:
When do I get protected by AliExpress Buyer Protection?
When the item you ordered did not arrive on the time promised by the seller.
When the item you received is not as described.
When the item you received that was guaranteed to be genuine was counterfeit.
The following cases are not covered by Buyer Protection:
Fraudulent credit card charges. If you notice that funds have been debited from your account that you have not authorized, please inform your credit card company.
Orders or payments outside of AliExpress.com.
Asserts that the item was not delivered when the shipping company records show it was
Claims that the item does not match the description when the seller can prove it to be.
Items that have been delivered and match the description, but the buyer no longer wants. However, if the seller offered a “Additional 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 closing the order. You can follow these steps to open a dispute:
1. Log into the “My Orders” section of your AliExpress account.
2. Find the corresponding order
3. Click the Open dispute button
4. Submit your return request
We recommend that you open a dispute before the expiration date, otherwise the order will be completed after your payment has been released to the supplier.
In addition, you can have an open communication with your supplier and agree on a mutual return solution. To contact a supplier, you can go to the product information page or store and click Contact Now to send a message. You can also click Chat now! Chat in real time with online suppliers using our TradeManager messenger.