Handling or initiating a return of an online order is never quite the expectation of any seller or buyer, since most transactions go through flawlessly without any return issues. Because of this, understanding the return process and requirements is highly useful to avoid any unnecessary detours or worse, dead ends that complicate the process.
With that in mind, let’s explore the details of the AliExpress return policies and processes, including ways to make the most out of their Free Returns program, to ensure hassle free sales in shipping and 2025.
Table of Contents
AliExpress’s return policy & return options
Eligible products & reasons for returns
How to initiate a free return
A fresh return
AliExpress’s return policy & return options
Return policy overview
With all the help center rules and aftersales information pages available online, combined with the inherent complexity of international logistics, AliExpress’s return policies and options can understandably seem complicated and confusing at times. Nevertheless, the following are some of the basic principles that always apply:
- AliExpress exercises relatively flexible return rules that allow most items to be returned free with no reasons required, as long as product eligibility and conditions meet the outlined situations. Refer to the next section for more details.
- Depending on sellers, free returns options are available on all product pages labeled with “Free Returns” and are subject to the operation status of sellers. For example, suspended or bankrupt sellers may not be able to perform their obligations.
- Refunds can be approved and processed once the returned package is confirmed receipt in the conditions and standard of intactness that’s aligned with the reimbursement requirements. This means incomplete returns may still be entitled to partial refunds as long as the conditions are met (Free Return Rules-Article 6).
- The actual time frame for the refund period is therefore subject to the actual date of receipt of the returned items and the subsequent completion of the refund process date. Typically, the timeframe of a full refund is up to 10-20 business days in general.
- Refunds are typically processed using the original payment method, and shipping fees may also be refunded if the orders are fully returned.
- Free Return policies for EU consumers may vary in line with the legal requirements of EU countries. For more details, users can refer to the terms and conditions specific to their respective countries.
Return options (free vs. paid)
As a renowned and well-established ecommerce marketplace, AliExpress offers a ‘Free Return’ program that allows buyers to make their first return in a month free without needing a reason. This applies to most products. There are practically no strings attached to participate; buyers are automatically enrolled when they purchase items marked with ‘Free Returns’ on the product details page.
More impressively, instead of the usual 15-day free return period starting the day after delivery, some eligible products offer up to a 90-day return window from the date of order placement, ensuring the integrity of a customer-friendly Free Return policy.
Nevertheless, it’s worth noting that, depending on the product, the no-questions-asked ‘Free Return’ policy may be limited to a 7-day return window starting from the date the goods are received. It’s therefore imperative for buyers to take note of any explicit return window requirements when placing orders to avoid misunderstandings.
Aside from return windows, buyers should also take note of the few particular stipulations listed below to prevent themselves from futile free return claims or paying additional shipping fees:
- Buyers must bear the shipping charges for any additional return requests without cause. Each order qualifies for only one single free return, with a monthly limit of five such returns.
- Size and weight of the return package matter; packages exceeding 120 cm in dimensions or weighing more than 30 kg are considered large and heavy items that are subject to additional shipping fees or special requirements.
- In the event that free return items need to be shipped back to buyers because they do not meet the standard of intactness (e.g., missing items or incomplete packaging), buyers will be responsible for any ship-back fees incurred. By the standard of intactness, this includes special packaging such as any anti-counterfeiting features or any value-added parts that the buyer must preserve carefully.
- To enjoy free returns on all items, buyers returning multiple items from the same seller/ supplier should return them in a single shipment. If goods are returned one by one, items other than the first return may be subject to additional shipping charges.
- Buyers must also send back the returned products to the specific return addresses listed on the designated return/refund pages.
- Buyers who repeatedly abuse the Free Return program must bear all shipping costs and may be prevented from participating in future returns.
Eligible products & reasons for returns
Product eligibilities
Since most products are eligible for the Free Returns program, for a clearer understanding of product eligibility in the entire AliExpress return process, let’s focus on identifying non-returnable items here instead.
In general, products that are deemed unsafe to be returned, such as perishable goods, hazardous materials, digital items (including any virtual products), undergarments, and customized products, are typically non-returnable. Similarly, intangible offerings such as tickets, vouchers, and services are also non-returnable, along with various gift cards or prepaid game cards, such as those for PC games like Xbox, and World of Warcraft.
More importantly, in order to be eligible for free returns without cause or the so-called ‘No longer needed’ reason, certain goods and services are strictly exempted. Examples include:
- Time-sensitive services such as hotel bookings and car rental reservations
- Private transactions with individuals instead of companies or traders
- Urgent or non-cancellable services, such as pre-agreed repairs or maintenance appointments
Finally, returns of eligible items must also strictly adhere to return requirements to ensure that all items are returned in original packaging with all original seals and labels intact. Essentially, the bottom line is to ensure that products remain in saleable condition.
Reasons for returns
Although most AliExpress free return requests are dispute-free since they are not reason-bound, buyers can still initiate returns for defective/ damaged/ incomplete products. Indeed, for any return request, it’s recommended to straightaway open a dispute request from the original order details page in AliExpress by clicking on the Open Dispute button.
For users who would like to proceed with the Free Return service without cause, however, one can simply select no reason under the Open Dispute page instead. For those who request returns due to any other reasons, simply select the applicable reasons accordingly (sample as shown in the images below).
It’s important to note that such an “Open Dispute” step is critical for completing the Free Return request as this is the way to get a return request approved by the AliExpress seller and then proceed to obtain the “Free Return Label” after approval granted for subsequent shipment process and for future reference purposes.
However, in the rare event that a user is unable to open a dispute, they can still file a return request through a different method. At the same time, since a free return label cannot be obtained without opening a dispute, failure to do so means that the user will need to pay the shipping fee upfront before returning the goods, as all free return requests require free return labels. Buyers who ship back returns without opening a dispute can subsequently claim a refund for the shipping fee after the return and refund process is completed.
Similar to most other platforms, it should be noted that there are situations where free return requests may not be fulfillable, or the seller is not obliged to offer the service at all. For example, this includes force majeure events such as natural disasters, confiscation by authorities, or product recalls initiated by manufacturers due to defects that couldn’t be detected during production.
How to initiate a free return
As per the above diagram, the entire Free Return process can actually be completed within a few steps, including the seamless refund process. Check out the following quick summary of the processes involved:
1: Initiate the return request
- Log in to the AliExpress account.
- Select the order under “My Orders” and click “View All.”
- Choose “Returns/Refunds,” and proceed to locate the item, and click “Returns/refunds” to move on to the next step.
Note: The refund-only option is typically available for goods not received.
2: Provide details for the return
- Confirm the package receipt status (for example, answer questions such as: ‘Have you received your package?’).
- Select the reason for the return and refund method, then pick a reason from the provided list, such as damaged products, incomplete deliveries, etc.
- Also, proceed to select a preferred refund method, options might include the original payment method or bonus credits.
3: Submit Evidence (if required)
- Upload photos/videos to provide supporting evidence to clarify the issue.
- Confirm Information & submit.
4: Ship the item
- Prepare the return package and remember to pack it in its original packaging with all labels intact.
- Download and print the return label (available from the Open Dispute page) to be shipped together with the returned goods.
- Ship the package or drop it off with the designated logistics provider.
5: Post-submission
- Wait for warehouse inspection to confirm the returned item meets any product intactness standards.
- Once the inspection is complete, a refund can be issued to the selected refund method accordingly. For more details about refund please refer to the fundamental principles listed in Section 1.
Key notes:
- Each order qualifies for one free return; additional returns may incur shipping fees.
- If there’s a delay in the refund process, users should contact the applicable bank using the ARN code provided by AliExpress.
- Refund processes depend heavily on the item meeting standards. Damaged or incomplete items may result in partial refunds or denial.
A fresh return
AliExpress provides flexible return policies, including the Free Return Without Cause program. Buyers can generally enjoy up to 90 days to return items from the date of order, or 15 days after receiving the products to change their mind. Alternatively, buyers can also report any product issues by opening a dispute request or to request for a Free Return.
Most products are eligible for the Free Return program, except for certain non-returnable products due to the product nature or return policy constraints. Opening a dispute is essential for obtaining the Free Return label, which is necessary for the subsequent Free Return process and refund claims.
To ensure a fresh return experience, AliExpress buyers can simply complete the Free Return request in five simple steps. In any case, all buyers can contact the 24-hour online customer service of AliExpress for a quick consultation and resolution anytime for questions regarding AliExpress return procedures.
