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Buyer Protection Guarantees

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What protections can I get and how it works?

 

Everyone who shops on AliExpress.com receives the following guarantees for each purchase:

 

1.    Full refund if you don’t receive your order

 

You will get a full refund if your order does not arrive within the delivery time promised by the seller.

 

 How it works:

 

Sellers on AliExpress.com set a delivery time with a maximum of 60 days (90 days for deliveries to Russia). If you can prove that you did not receive your order within the stated delivery time, you will get a full refund.

 

Full refunds are not available in the following circumstances:

 

·         Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)

·         Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by natural disaster)

·         Other exceptional circumstances outside the control of AliExpress.com

 

 

2.    Refund or keep items not as described

 

You can get a full refund if your item is significantly different from the seller’s description, or you can choose a partial refund and keep the product.

 

How it works:

 

Every seller sets a return policy to resolve issues where the item is not as described (i.e. who is responsible for return shipping costs). If your item is not as described, you should contact the seller to discuss a resolution. If you can accept the product and want to keep it, you should negotiate a partial refund. Otherwise, you will get a full refund as established by the seller’s return policy.

 

 

Sellers can also offer additional guarantees for their products:

 

1.    Longer Protection

 

You get 15 extra days to submit a Refund Request after your order has been completed.

 

How it works:

 

If your haven’t received your item or find that it’s not as described after the order is complete, you can still submit a refund request for up to 15 days.*

 

*If you submit a refund request before the order is complete and then mark it as resolved, you cannot submit another refund request, even if the seller provides this service.

 

2.    Extra Returns

 

You can return any product you have bought, even those in perfect condition. Please ensure that the product has not been used and is in the original packaging. The seller or the buyer pays the return shipping costs.

 

How it works:

 

You can return your purchase for any reason and get a full refund. The seller’s return policy will determine who is responsible for the return shipping costs.*

 

*This service becomes unavailable after the order is complete.

 

3.    Guaranteed Genuine

 

If your purchase is found to be counterfeit, you can get up to two times the total amount you paid for it (shipping costs excluded).

 

How it works:

 

This service is offered by sellers participating in the AliExpress Guaranteed Genuine Program and covers certain types of products (see below). Participating sellers guarantee that their products are genuine. If they are found to be counterfeit, the seller will compensate the buyer by paying them up to two times the total cost of the products (shipping costs excluded). AliExpress.com will also fully refund the cost of the purchase.*

        

*These products can also be covered by the Longer Protection guarantee.

 

Products Included in the Guaranteed Genuine Program

 

? Jewelry

 

Participating sellers will assure that the jewelry they sell on AliExpress.com is genuine and matches the product description.

 

? Computers, Communication Devices, Consumer Electronics, Watches, and other digital products

 

Participating sellers guarantee that the products they sell on AliExpress.com are genuine brand name products.

 

When can I request a refund under the Guaranteed Genuine Program?

 

You can request a refund if all of the following conditions are satisfied:

 

1. The products were purchased on AliExpress.com and are included in the Guaranteed Genuine Program (as described above).
2. The products are reasonably believed to be counterfeits or are different from their product descriptions on AliExpress.com.
3. The refund request complies with all other relevant rules and policies of AliExpress.com.* 

 

*Note: If you do not click ‘Confirm Order Received’ in My AliExpress before the confirmation time limit expires, AliExpress.com will automatically consider the order to be satisfactory and will consider the order complete.

 

Compensation Standards:

 

Different product categories have different standards of compensation:

 

·  Computers, Communication Devices, Digital Products and Consumer Electronics:

 

Problem

Compensation

Computer, communication device or consumer electronics/ digital product is counterfeit.

AliExpress will fully refund the amount paid by the buyer. The seller will compensate up to two times the amount of the order placed.

Accessories (e.g. batteries) are not genuine.

15% of the total amount purchased will be refunded to the buyer by AliExpress.

Accessories (e.g. earphones, charger, data cable) are not genuine.

9% of the total amount purchased will be refunded to the buyer by AliExpress.


 

·  Watches

 

Problem

Compensation

Watch is counterfeit.

AliExpress will fully refund the amount paid by the buyer. The seller will compensate up to two times the amount of the order placed.


 

·  Jewelry

 

Problem

Compensation

Jewelry is counterfeit or different from the description on AliExpress.com.

AliExpress will fully refund the amount paid by the buyer. The seller will compensate up to two times the amount of the order placed.

 

 

 

 

 

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