Return Policy Page
1. Return/Refund Application
Subject to the terms and conditions of this Refund and Return Policy and the Terms of Service, Buyer may apply for a return of purchased goods (“Goods”) and/or a refund of purchased items (“Items”) and/or a refund before the AEXS-GlobalTrade Guarantee Period expires.
AEXS-GlobalTrade Aliexpressmall AEXS-GlobalTrade is a service provided by AEXS-GlobalTrade at the request of users to help users deal with certain conflicts that may arise during the transaction process. Users can resolve closures through private communication or contact local relevant departments to help them resolve any disputes before, during or after using AEXS-GlobalTrade.
2. Return Request
The Buyer may request a refund and/or return only in the following cases:
● The Buyer has not received the item;
● The item is defective and/or damaged upon delivery;
● The Seller delivered to the Buyer an item that does not meet the agreed specifications (e.g. wrong size, wrong color, etc.);
● The item delivered to the Buyer differs significantly from the description provided by the Seller in the item listing;
● By private agreement with the Seller, the Seller must send AEXS-GlobalTrade its confirmation message to confirm the agreement.
The Buyer's request must be submitted through the AEXS-GlobalTrade mobile application.
Ten (10) calendar days after the return request is made.
If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide AEXS-GlobalTrade with a formal notice from the relevant competent authority requesting AEXS-GlobalTrade to continue withholding the purchase funds until the formal decision of the proceedings is made. AliExpress will determine at its sole discretion whether it is necessary to continue withholding such purchase funds.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should have received a separate written notification from AEXS-GlobalTrade informing you that you have chosen to participate in the AEXS-GlobalTrade Preferred Seller Program. If you decide not to participate in the AEXS-GlobalTrade Preferred Seller Program, please notify AEXS-GlobalTrade in writing; otherwise, you will be deemed to have chosen to continue to participate in the AEXS-GlobalTrade Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. AEXS-GlobalTrade may suspend or remove any Preferred Seller from the AEXS-GlobalTrade Preferred Seller Program at any time in its sole discretion.
AEXS-GlobalTrade's decision to approve a refund or return pursuant to Section 2 above shall be binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and take all necessary steps to execute refund or return requests made by Buyers and approved by AEXS-GlobalTrade.
For any refund or return request approved by AEXS-GlobalTrade, AEXS-GlobalTrade will notify the Preferred Seller by email (“Email Notification”) and arrange for the relevant return item to be expedited to the address provided in writing by the relevant Preferred Seller to AEXS-GlobalTrade to complete the refund and return process, provided that such address is located in the country where the relevant item is available for sale on the Website (“Local Address”). In the event of failure to provide a Local Address for delivery of the item or failure to accept delivery of the item within a reasonable period (as determined by AEXS-GlobalTrade), AEXS-GlobalTrade reserves the right to abandon the item in any manner it deems appropriate and the Preferred Seller will be deemed to have abandoned all rights in the item. If the Preferred Seller does not return the item, it must notify AEXS-GlobalTrade seven (7) days after receipt of the Email Notification (“Notification Period”). Failure to notify AEXS-GlobalTrade in the event of a subsequent notification will be deemed conclusive and result in the Preferred Seller accepting that the item has been delivered and the Preferred Seller agrees to make any charges or disputes as to any such item.
Notwithstanding the foregoing, Aliexpressmall may, at its sole discretion, not return a product for which a refund or return has been approved to the Preferred Seller, and the Preferred Seller shall be deemed to have waived all rights to the product.
For any refund or return for which Aliexpressmall has received the relevant product and rejected it, Aliexpressmall will arrange for the delivery of the product to the relevant buyer's address in accordance with Section 2 above.
If AEXS-GlobalTrade approves any refund or return request, the Preferred Seller may decide to appeal by contacting AEXS-GlobalTrade and providing evidence to support such appeal. If AEXS-GlobalTrade supports the Preferred Seller's bid, all or part of the purchase price will be paid to the Preferred Seller. The Preferred Seller acknowledges and agrees that the decision of SpeedPass is, is and is binding, and that the decision will not bring any action or otherwise against SpeedPass or its affiliates.
4. Rights of Regular Sellers
For the purposes of this Refund and Return Policy, Regular Sellers means Non-Mall Sellers or Preferred Sellers.
When AEXS-GlobalTrade receives a request for return of goods and/or refund, AEXS-GlobalTrade will notify the seller verbally. This is equivalent to responding to the request in accordance with the steps provided by AEXS-GlobalTrade in the verbal notification. The seller must respond to the verbal notification within the time specified (if AEXS-GlobalTrade does not receive a request within the specified period), AEXS-GlobalTrade will issue a request that has not been received and continue to issue a request without further notice. AliExpress will review each seller's response one by one and determine at its sole discretion whether the request initiated can be successful based on the circumstances described by the seller.
5. Return Conditions
In order to enjoy a worry-free experience when returning goods, buyers should ensure that the goods (including any free items included with the goods, such as accessories) must be returned to the seller in the same condition as the buyer received them. We recommend that buyers take a photo of the goods when they receive them.
6. Responsibility for product forwarding and return shipping costs
● If the seller makes an unforeseen error (i.e. delivers a damaged, defective or wrong product to the buyer), the seller will bear the buyer's forward shipping and return shipping costs.
● If the buyer changes his mind, the buyer must obtain the seller's consent before requesting a return, and the buyer will bear the return shipping costs.
● When there is a dispute between the buyer and the seller regarding the responsible party for the forwarding and return shipping costs, AEXS-GlobalTrade will determine the responsible party for the forwarding and return shipping costs at its sole discretion.
For the avoidance of doubt, if the seller is responsible for the buyer's forwarding and return shipping costs in any of the above situations, the seller shall bear the buyer's forwarding costs even if the buyer uses a free shipping voucher to ship the product.
7. Refunds
The buyer will only be refunded after AEXS-GlobalTrade receives confirmation from the seller that the returned goods have been received. If AEXS-GlobalTrade does not receive a response from the seller within the specified time, AEXS-GlobalTrade has the right to refund the corresponding amount to the buyer without further notifying the seller. For more information on the seller's response time limit, please click this link. Refunds will be refunded to the buyer's credit/debit card or designated bank account (whichever is applicable).
8. Communication between buyers and sellers
AEXS-GlobalTrade encourages users to communicate with each other when encountering problems during the transaction. Since AEXS-GlobalTrade is a platform for users to conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased goods.
