To request an AliExpress refund, open the affected order, use the available Returns/Refunds or Open Dispute option, select the problem, and upload clear evidence. Submit the request before the deadline shown on the order page.

AliExpress’s marketplace process is separate from any dispute you may later file with your payment provider. The exact button, deadline, return requirement, and refund method can vary by order, country, item, and payment method. Don’t rely on a universal “15-day” or “60-day” rule; check the timer and instructions attached to your order.

What controls an AliExpress refund?

The order’s Buyer Protection terms and the dispute screen generally control the marketplace remedy. AliExpress’s Buyer Protection information also says that its guarantee does not limit mandatory consumer rights in the buyer’s country.

That policy does not mean every problem receives an automatic full refund. Depending on the facts, AliExpress may offer or decide on:

The payment route matters too. A credit-card billing dispute is not the same as an AliExpress dispute, and debit-card, prepaid-card, PayPal, and other payment-provider procedures have different rules and deadlines.

Before opening a dispute

Spend a few minutes preserving information before contacting the seller or submitting a claim.

  1. Check the order status and deadline. Open the order details and record the order number, protection countdown, delivery estimate, tracking status, and any date by which you must act.
  2. Save the listing. Take screenshots of the product description, specifications, size chart, photos, promises about authenticity, and the seller’s stated shipping terms.
  3. Keep the packaging. For a damaged or incorrect item, photograph the shipping label, outer packaging, inner packaging, and product before throwing anything away.
  4. Identify the payment method. Save the card statement, payment confirmation, or transaction record. Note the merchant name shown by your card issuer.
  5. Avoid confirming receipt prematurely. If you haven’t inspected the item or it has not arrived, don’t mark it received just to move the order forward.
  6. Keep communication on AliExpress. Messages inside the order provide a clearer record than a conversation moved to email, WhatsApp, or another site.

Remove unnecessary personal information from screenshots, such as unrelated addresses, phone numbers, and payment details.

How to request an AliExpress refund

1. Open the order

Sign in to AliExpress and go to My Orders. Select the order, then look for Returns/Refunds, Open Dispute, or a similar option. The wording may differ between the website and app.

If the option is missing, check whether the order is still in transit, whether the platform considers it delivered, and whether the protection period has ended. Contact AliExpress through the order or Help Center rather than assuming that a seller can extend the deadline.

2. Choose the closest reason

Select the reason that accurately describes the problem, such as:

Don’t choose a more dramatic reason simply because it might appear stronger. A factual, well-supported claim is easier to evaluate.

3. Select the remedy and amount

If the order offers Refund Only, you can request money without returning the product. A Return and Refund option may require you to send the item back before the refund is released. Some cases also allow a partial refund.

A partial refund may make sense if the product is usable but has a smaller defect or difference. Request a full refund when the item was never delivered or cannot reasonably be used as advertised, but understand that AliExpress makes the final decision under the order’s terms.

4. Write a short, specific explanation

State what the listing promised, what happened, and what you want. For example:

Order [number]. The listing states [specific feature], but the item received has [specific difference]. The attached photos compare the listing with the product and show [defect or missing part]. I’m requesting a [full or partial] refund.

Avoid long accusations, speculation about the seller’s motives, or claims you can’t prove.

5. Upload useful evidence

Use original, readable files where possible. Helpful evidence can include:

Submit the evidence before the platform’s timer expires, then save a screenshot of the completed submission and dispute number.

6. Respond through the case

A seller may propose a partial refund, replacement, or return. Read the proposal carefully. If you want a different outcome, explain why and attach any important evidence that was missing from the initial submission.

Don’t close the dispute because a seller promises to refund you later. Treat the case as unresolved until the refund is recorded in AliExpress and, ultimately, appears with your payment method.

If the seller does not resolve the issue, use the platform’s escalation or review option before the case deadline. Continue responding to requests from AliExpress, even if you already uploaded evidence.

Evidence for common AliExpress problems

The package never arrived

Start with the tracking information shown in AliExpress and the shipping carrier’s own records. If tracking says delivered but you didn’t receive the parcel, check the delivery address, ask the carrier whether it was left elsewhere, and request written confirmation when available.

For a parcel stuck in transit, save screenshots showing the last scan, exceptions, or contradictory locations. A third-party tracking site can help organize information, but the carrier’s records and the platform’s tracking history are usually more relevant.

Non-delivery alone may not prove that tracking is fraudulent. Describe the specific inconsistency instead, such as delivery in a different city or a tracking number that belongs to another package.

The product arrived damaged

Photograph the damage before attempting repairs. Include the shipping label and packaging if they show crushing, punctures, water damage, or other signs of mishandling. A short video can demonstrate an electronic or mechanical fault.

Keep the product and packaging until AliExpress tells you what to do. Whether a return is required, and who is responsible for the return process, should appear in the dispute decision or official instructions.

The item is wrong or not as described

Show the difference rather than simply calling the item “bad.” Compare the received color, size, material, model, capacity, measurements, or included accessories with the listing. Include the relevant listing screenshot and a photo of the product label or model number.

If the item is substantially different, explain how that difference affects its use or value. Don’t exaggerate a minor variation that the listing disclosed.

The item may be counterfeit or unsafe

Use precise wording and provide evidence, such as a mismatched logo, incorrect packaging, a serial-number problem, or a brand report. Don’t claim an item is counterfeit solely because it looks different from a product bought elsewhere.

Stop using an item that appears unsafe. Ask AliExpress for instructions before returning a potentially hazardous product, and preserve the packaging and documentation.

If AliExpress requires a return

Don’t send the item to an address provided only in a private seller message. Wait for the official dispute instructions and use the label or return address generated by AliExpress when one is provided.

Before shipping:

A seller’s promise to “reship” is not the same as a refund. Accept a replacement only if it is recorded in the official case and you’re comfortable with that outcome.

What to do if the seller rejects the claim

A seller’s response is not necessarily the final platform decision. If the seller offers too little or rejects the request:

  1. Reply inside the existing case.
  2. State the key fact the seller overlooked.
  3. Add clear, relevant evidence rather than repeating the same message.
  4. Use Escalate, Appeal, or the equivalent option before the displayed deadline.
  5. Save the decision, reason, and case number.

Don’t open a second dispute for the same order unless AliExpress support directs you to do so. Multiple or inconsistent claims can make the record harder to assess.

If the platform issues a final denial, ask support for the decision basis and whether an appeal remains available. Keep your payment-provider deadline in mind while you do this.

Credit-card disputes after an AliExpress problem

For a U.S. credit-card purchase, you may have a separate billing-error process if the product was not delivered as agreed or the merchant did not resolve a qualifying problem. A card dispute is not an automatic refund, and the issuer will review the evidence.

The Federal Trade Commission’s guidance on credit-card billing errors says to send written notice so the issuer receives it within 60 days after the first statement containing the error was sent. Keep a copy and proof that the issuer received it. Under the process described by the FTC, the issuer generally must acknowledge the complaint within 30 days unless it has already resolved the issue and resolve the dispute within 90 days.

Include:

Send the notice using the issuer’s billing-dispute instructions, not merely through a general customer-service chat. Ask the issuer what amount you must continue paying while it investigates, and don’t ignore undisputed charges.

If you paid with a debit card or prepaid card, the credit-card billing-error rules do not apply in the same way. Contact the bank or card provider promptly and ask about its dispute procedure. If the transaction was unauthorized rather than a problem with an item you ordered, report it as unauthorized immediately and follow the provider’s fraud instructions.

If you used PayPal or another payment intermediary, check that provider’s current resolution process as well. Tell each provider about any refund already issued so you don’t receive duplicate recovery.

Refund timing and refund methods

The date AliExpress marks a refund as processed may not be the date it appears in your account. Check the order’s refund record first, then ask the card issuer, bank, or payment provider whether it has received the transaction.

AliExpress says buyers may be offered a refund to the original payment method or to an AliExpress fast refund-bonus option, subject to conditions. Review those conditions before choosing a bonus or credit if you specifically need money returned to your card or bank.

Keep the following until the matter is finished:

If AliExpress shows a refund as completed but your payment account does not show it after the provider’s normal posting period, contact the payment provider with the refund reference and order details.

If the AliExpress deadline has expired

An expired platform deadline can make a marketplace refund harder, but it doesn’t establish that every other route is closed.

Contact AliExpress support through the order record and provide:

A seller may voluntarily help, but a message promising a later refund may not reopen Buyer Protection. If you paid by credit card, check the card-dispute deadline immediately rather than waiting for a seller response. Separate statutory consumer rights may also apply, depending on the facts and your state.

Mistakes that can weaken a refund request

Frequently asked questions

Is there one AliExpress refund deadline for every order?

No single number is safe to apply to every order. Use the deadline and countdown displayed in the order’s dispute or refund section. Country, product, delivery status, and protection terms can affect the available process.

Does the seller have to agree to my refund?

Not necessarily. The seller may propose a resolution, but an unresolved case can usually be sent for platform review while the case remains open. Follow the action and response deadlines shown in the dispute.

Do I have to return the item?

Only if the official resolution requires it. Don’t return an item based solely on a seller’s chat message. Read the return instructions, label requirements, deadline, and shipping-cost terms before sending anything.

Can a credit-card dispute guarantee my money back?

No. A credit-card dispute is a separate review by the issuer and may be subject to eligibility rules and evidence requirements. Start the process early enough to protect any applicable deadline.

What should I do first?

Open the order now, screenshot the displayed protection deadline, and gather the listing, tracking, payment, and product evidence before submitting the refund request.