Buyer Protection

«We have your back»

Basic Buyer Protection ensures you will receive your item on time and as described. For certain countries, we provide Advanced Buyer Protection with one-year service guarantee for mobile phone.

1.Basic Guarantees

Refund Guarantee

If you didn’t receive your product or it is significantly different to the description, we guarantee to refund your payment.

On Time Delivery Guarantee

We want to ensure that your purchase will arrive on time, therefore we provide a guarantee that products will be delivered by a set date.

How Does Basic Buyer Protection Work?

1. Contact

Open communication with the seller to discuss your problem or contact our customer service team.

2. Open a dispute

If you can’t come to an amicable agreement after contacting the seller, simply raise a claim by opening a dispute within 15 days of the completion of your order.

3. Get AliExpress involved

Most sellers will respond to your claim quickly, however if you are not satisfied with the result you can escalate your dispute.

Terms & Conditions

Your purchase is protected if:

– The item was purchased on our platform.
– The item you received was damaged, defective, or substantially different from the item represented on the product detail page.
– Your order did not arrive not due to factors related to the buyer (for example: the wrong shipping address was provided).
– You raise a claim by opening a dispute.
– The product is within our Domestic Return guarantee.
– Your account is in good standing.
– Your item is returned to the seller due to customs duties (customs clearance/taxes are not included).

2. Extra Warranty

Our sellers offer a 2-year guarantee on most their products, limited to most EU countries. The warranty may be manually selected or automatically added to your purchase.

How does Advanced Buyer Protection work?

1. Raise a claim.

You can use the warranty service provided by AliExpress by making an application. A representative from the warranty team will get back to you within 2-5 working days.

2. Send your device.

If the warranty team accepts your application and confirms your eligibility, you will need to ship your device to our local service center.

3. Resolution.15 days after we have received your device it will be returned to you.

Term and Conditions

Your purchase is protected if:

 You have purchased Extra Warranty
– The length of warranty is one year from the date of order completion
– Your device was accidentally damaged
Devices meeting these conditions will be either repaired or replaced

Still have questions?24/7 Customer Service

Our customer service team is always ready to help. We speak English, Russian and Spanish.