How to Get a Refund on AliExpress (2026 Step-by-Step Guide)

How to Get a Refund on AliExpress (2026 Step-by-Step Guide)

To get a refund on AliExpress: open a dispute within 15 days of confirmed delivery (or before buyer protection expires for undelivered items). Choose "Refund Only" or "Return & Refund," provide evidence such as photos or screenshots, and AliExpress mediates if the seller doesn't resolve it within 5 days. Most straightforward cases — like items never received — resolve in the buyer's favor, though outcomes vary depending on the evidence you provide and the type of issue.

Prerequisites Before You Start

Before opening a dispute, confirm the following:

• Your order is within the buyer protection window. Every AliExpress order has a buyer protection timer. Once it expires, you lose the ability to open a dispute. You can find this timer on your order details page.
• You have not already clicked "Confirm Delivery" prematurely. Confirming delivery starts a shorter dispute window (typically 15 days). If you haven't received your item, do not confirm delivery.
• You have evidence ready. Photos, screenshots, videos, or tracking information that supports your claim. The stronger your evidence, the better your outcome.
• You know what outcome you want. Full refund, partial refund, or return and refund. Decide before you start — it affects which dispute type you select.

Step-by-Step: How to Get Your Refund

Step 1: Check Your Buyer Protection Timer

Go to My Orders in the AliExpress app or website. Find the order in question and look for the buyer protection countdown. This is your deadline.

• If the timer shows days remaining, you can open a dispute.
• If buyer protection has expired, your options are limited (see Troubleshooting below).
• For undelivered orders, you can usually open a dispute once the estimated delivery window has passed but before buyer protection expires.

Tip: If your item hasn't arrived and buyer protection is about to expire, open a dispute immediately. Don't wait until the last day — give yourself a buffer.

Step 2: Open a Dispute

On the AliExpress app:

1. Go to My Orders
2. Find the order and tap it to open order details
3. Tap Open Dispute (you may need to scroll down)
4. Follow the on-screen prompts

On the AliExpress website:

1. Go to My Orders (hover over your account name, top right)
2. Find the order and click Open Dispute
3. You'll be taken to the dispute form

If the "Open Dispute" button isn't visible, your order may not yet be eligible (too early in shipping) or buyer protection may have expired.

Step 3: Choose Your Refund Type

AliExpress gives you two dispute categories:

Refund Only — You keep the item (or never received it) and request money back. Use this when:

• The item never arrived
• The item arrived damaged or defective
• The item is significantly different from the listing
• The cost of returning the item exceeds its value

Return & Refund — You send the item back and get a refund after the seller confirms receipt. Use this when:

• The item is in good condition but not what you wanted
• The seller requests a return
• The item value is high enough to justify return shipping

Important: Return shipping to China is usually at your expense and can cost more than the item itself. For low-value items, "Refund Only" is almost always the practical choice.

Step 4: Write Your Dispute Reason and Upload Evidence

This is the most important step. AliExpress and the seller will judge your case based on what you provide here.

Select a reason category from the dropdown. Common ones include:

• "Package not received" (logistics issues)
• "Product not as described" (wrong color, size, material)
• "Quality issues" (defective, broken, doesn't work)
• "Counterfeit goods"

Write a clear description. Be factual and specific:

• Good: "Ordered blue XL shirt. Received red M shirt. See photos comparing listing vs. received item."
• Bad: "This is terrible, I want my money back."

Upload evidence. You can attach photos and videos. Include:

• Photos of the item received (multiple angles)
• Screenshots of the original listing showing what was promised
• Side-by-side comparisons if the item differs from the description
• Tracking screenshots if the item was never delivered
• Video showing the defect (for functional issues)

Specify your refund amount. You can request a full or partial refund. If you're requesting a partial refund, explain why that amount is fair.

Step 5: Wait for the Seller's Response (Up to 5 Days)

After you submit the dispute, the seller has roughly 5 days to respond. They can:

• Accept your proposal — Refund is processed automatically. This is the best outcome.
• Make a counter-offer — They may offer a partial refund or ask you to return the item. You can accept or reject their counter-offer.
• Reject your dispute — The case escalates to AliExpress mediation.
• Not respond — If the seller doesn't respond within the window, AliExpress typically rules in your favor.

During this window: The seller may message you directly asking you to cancel the dispute in exchange for a resend or partial refund. Be cautious — once you cancel a dispute, reopening one can be harder. Only cancel if the seller has already demonstrably resolved the issue.

Step 6: AliExpress Mediation

If you and the seller can't agree, AliExpress steps in as a mediator. Here's what happens:

• AliExpress reviews the evidence from both sides
• They may ask you for additional photos, videos, or information
• A judgment is issued, usually within 5-7 business days (but it can take longer)
• The decision is final for most standard disputes

AliExpress mediation tends to favor buyers who provide clear, visual evidence. Vague complaints without photos are harder to win.

Be honest in your claims. AliExpress tracks dispute history. Buyers who file excessive or fraudulent disputes may face restrictions on future claims.

Step 7: Refund Processing Time

Once a refund is approved, the timeline depends on your original payment method:

The refund goes back to the original payment method. You cannot redirect it to a different account.

Note: Your bank's processing time is outside AliExpress's control. If AliExpress shows the refund as "completed" but you haven't received it, contact your bank or card issuer.

Evidence Tips: What to Document and How

Good evidence is the single biggest factor in winning a dispute. Here's what to capture:

When your package arrives:

• Film yourself opening the package (unboxing video). This is your strongest evidence for damaged or wrong items.
• Photograph the shipping label and packaging condition before opening.
• Take clear, well-lit photos of the item from multiple angles immediately after opening.

For "not as described" issues:

• Screenshot the original product listing (title, photos, specifications) before opening the dispute — listings can be edited by sellers.
• Take side-by-side photos: listing image vs. actual item.
• Measure the item if size is the issue. Place a ruler or measuring tape in the photo.

For defective items:

• Record a video showing the defect in action (e.g., device not turning on, zipper breaking).
• Photos alone may not convey functional issues — video is much more convincing.

For items not received:

• Screenshot your tracking information showing delivery status.
• If tracking says "delivered" but you didn't receive it, note this clearly. Check with neighbors or your local post office first.

Common Refund Scenarios

Item Not Received

The most straightforward dispute. If tracking shows the item hasn't been delivered and buyer protection is about to expire, open a dispute selecting "Logistics tracking problem." These cases generally resolve in the buyer's favor, especially if tracking confirms non-delivery. Make sure you have your tracking evidence ready — see our complete guide to tracking AliExpress orders if you need help finding your tracking information.

Wrong Item Received

Select "Product not as described" and upload photos comparing what the listing showed vs. what you received. Include the listing screenshots and photos of the actual item. If the item is completely different (e.g., ordered a phone case, received a keychain), this is usually clear-cut.

Item Arrived Damaged

Document the damage with photos and video. If the packaging was also damaged, photograph that too — it supports a shipping damage claim. Select "Quality issues" or "Damaged goods."

Item Not as Described

This covers differences in color, size, material, functionality, or features. The key is showing a clear gap between what was advertised and what was delivered. The more specific your comparison evidence, the stronger your case.

Counterfeit Product

If you received a counterfeit item (fake brand goods), select the counterfeit/IP infringement reason. AliExpress takes these seriously. Provide photos showing the item and any branding. Note: AliExpress's policy prohibits counterfeit goods, so these cases tend to resolve quickly.

Troubleshooting

"My dispute was rejected"

This usually means your evidence was insufficient or the reason category didn't match the issue. You can:

• Open a new dispute with stronger evidence (if still within buyer protection)
• Appeal the decision if AliExpress mediated — follow the appeal link in the dispute resolution page
• Contact AliExpress customer service via live chat for guidance

"The seller isn't responding"

This actually works in your favor. If the seller doesn't respond within the response window, AliExpress typically auto-resolves in the buyer's favor.

"The seller offered a partial refund — should I accept?"

It depends. Consider:

• Is the partial amount fair given the issue?
• Is the item still usable despite the problem?
• Is the hassle of escalating to AliExpress mediation worth the difference?

Sometimes a partial refund is the practical choice, especially for minor issues.

"My buyer protection expired"

This is the hardest situation. Your options are limited:

• Try contacting the seller directly via messages — some sellers will help voluntarily.
• Contact AliExpress customer service via live chat. They occasionally make exceptions, but there's no guarantee.
• For future orders, set a calendar reminder before buyer protection expires.

"AliExpress wants me to return the item to China"

Return shipping costs are typically the buyer's responsibility and can be expensive. If the item is low-value, explain to AliExpress that the return shipping cost exceeds the item value and request a refund without return. In many cases, they'll agree.

How AliShopping Tools Helps You Avoid Disputes

The best refund is the one you never need to file. AliShopping Tools helps you make better purchase decisions before you buy:

• Seller Trust Score — See aggregated seller ratings, store age, and feedback patterns at a glance. Low-trust sellers are flagged so you can avoid them.
• Price History — Check whether the current price is genuinely a deal or inflated before a fake "sale." Knowing the real price history helps you avoid overpaying.
• Product Analysis — Review analysis highlights potential quality concerns based on listing data and review patterns, helping you spot problematic products before purchasing.

Before your next purchase, take 30 seconds to check the seller's trust score — it's the single best way to avoid needing a refund in the first place.

Fewer bad purchases means fewer disputes. Prevention beats cure.

Frequently Asked Questions

How long do I have to open a dispute on AliExpress?

You can open a dispute after the estimated delivery time has passed (for undelivered items) or within 15 days of confirming delivery. The exact window depends on your buyer protection timer, which you can check on your order details page.

Can I get a refund if I simply changed my mind?

AliExpress doesn't guarantee refunds for buyer's remorse on delivered items. You can try a "Return & Refund" dispute, but return shipping to China is at your expense, and the seller isn't obligated to accept. Check the seller's return policy on the product page before buying.

What happens if the seller asks me to cancel the dispute?

Be cautious. Some sellers ask you to cancel and promise to resend or refund outside the dispute system. Once you cancel, reopening a dispute can be difficult, and you lose the protection of AliExpress mediation. Only cancel if the issue has already been resolved.

Does opening disputes affect my AliExpress account?

Opening legitimate disputes is your right as a buyer and is part of AliExpress's normal process. However, filing an excessive number of disputes or disputes that AliExpress determines are fraudulent can lead to account restrictions or reduced buyer protection on future orders.

Can I dispute a purchase made months ago?

Generally, no. Once buyer protection expires, the dispute window closes. For most orders, this is 60-90 days after the seller ships the item. There's no reliable way to reopen expired protection, though contacting customer service is worth a try for exceptional circumstances.

Will I get a full refund or partial refund?

It depends on the situation. For items never received, full refunds are standard. For items received but not as described, the outcome depends on the severity of the issue and your evidence. AliExpress may offer a partial refund if the item is still partially usable.

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Prevent bad purchases before they happen. Install AliShopping Tools to check seller reliability, price history, and product quality before you buy — so you spend less time filing disputes and more time enjoying your purchases.