Free Return
Terms and Conditions
Please read these Terms and Conditions carefully! By using Free Return Service as defined in Article 1 hereblow, you will be deemed to have consented to these Terms and Conditions. We would like to draw your attention to the provisions that exclude or limit your rights, terms of governing law and jurisdiction, and/or other terms which may appear in bold and/or underlined letters.
Article 1: With regard to online purchases concluded on AliExpress website, AliExpress iPhone and Android Apps, as well as Android Pads, iPads and the mobile site of AliExpress (collectively, "AliExpress Platform") for items with "Free Return" label (such items - "Participating Products"), registered sellers of AliExpress Platform (each a "Seller") who agree to offer Free Return Service as defined below for such Participating Products ("Participating Sellers") shall guarantee that all Participating Buyers of Participating Products will have the right to return the Participating Product(s) within 15 calendar days from receiving the item(s), without any reason or justification if the returned items meet the requirements provided for in Article 4 herein ("Free Return Service"). The Participating Sellers acknowledge and agree that they shall provide the Free Return Service in accordance with these terms and conditions herein ("Terms and Conditions"), it being specified that AliExpress does not intervene in the provision of the Free Return Service and/or the Return Shipping Service. In addition, please note that a Seller can provide the Buyers other return policies which may be more favorable than the Free Return Service.
1.1 For Large Orders and Overseas Territories Orders, before you place the order, please contact the Seller or AliExpress Platform customer service to confirm if you are entitled to the Free Return Service.
"Large Orders" refer to the parcels meeting one of the following standards: longest side > 120 CM, total of length, width and height > 210 CM, weight > 30 KG.
"Overseas Territories Orders" refer to the orders with addresses in the territories of Spain, the postal code of which starts with 35, 38, 51 or 52.
1.2 "Participating Product(s)" refers to the product(s) with "Free Return" label on AliExpress Platform, which is(are) entitled to benefit from the Free Return Service and/or the Return Shipping Service herein. To the fullest extent permitted by applicable law, the "Free Return" label is a technical service provided by AliExpress on the "as is" , "as available" and "with all faults" basis, and AliExpress makes no representation or warranty that the "Free Return" label will be uninterrupted, timely or error free. AliExpress may determine and/or modify such label at its own discretion.
Article 2: With the Free Return Service, a Participating Buyer can apply for a return of a Participating Product without any reason or justification within 15 calendar days from, as the case may be, 1) the date when the Participating Buyer confirms receipt of the Participating Product, or 2) the date when the system automatically confirms receipt of the Participating Product. In order to apply for a return, the Participating Buyer shall "open a Dispute" on AliExpress Platform's order page. The Participating Buyer must send the items back to the Participating Seller within 15 calendar days of applying for the return and informing the Participating Seller and ensure that the returned items meet the requirements as stipulated in Article 4. Please note that the time that the Participating Buyer sends back the items will be the collection time indicated by the logistics service provider. After the Participating Product has been shipped to the warehouse and the warehouse has confirmed that the returned items meet the conditions as provided for in Article 4 after the quality control, the Participating Buyer will receive the refund from the corresponding Participating Seller in accordance with these Terms and Conditions. If the Participating Product returned by the Participating Buyer does not meet the standards of intactness as provided for in Article 4, the warehouse will ship such Participating Product back to the Participating Buyer, providing that the shipping costs shall be borne by the Participating Buyer.
Article 3: Subject to the Terms and Conditions, within the framework of the Free Return Service, the Participating Seller shall provide a return shipping service to registered buyers of AliExpress Platform (each a "Buyer" or "you") who satisfy certain requirements as determined by AliExpress at its sole discretion ("Participating Buyers"), it being specified that the return shipping costs will be borne by the Participating Seller. One or multiple pre-paid return labels will be provided by the Participating Seller to the Participating Buyer through the AliExpress Platform, by using which, the Participating Buyer can return the Participating Products without any charge after opening a Dispute according to Article 2. ("Return Shipping Service")
3.1 The Participating Buyers will be entitled to benefit from the Return Shipping Service one time for each request, provided that if the Participating Buyer initiates multiple return requests for the same order, he or she may receive one or several pre-paid return labels (up to three), which may vary depending on the return systems. If the Participating Buyer sends part of returned items with the pre-paid return label, he or she can still return other items under the same order within the time limit but may need to pay additional shipping fees for those items.
3.2 Please note a Participating Buyer can only benefit from the Return Shipping Service for maximum three times per month. In the event that a Participating Buyer returns more than three times in one-month period, the Participating Buyer can still request other returns but the return shipping costs for the exceeding part shall be borne by the Participating Buyer. Where the Participating Buyer uses the Return Shipping Service, the shipping tracking number will be automatically uploaded to the system. The Participating Buyer acknowledges that if such Participating Buyer uses the Return Shipping Service, the risk of loss passes from the Participating Buyer to the logistics service provider specified by the Participating Seller at the time when such logistics service provider receives the items. Within the framework of the Return Shipping Service, if the warehouse does not receive the corresponding Participating Product, AliExpress shall be entitled to determine liability according to AliExpress rules and protocols.
Article 4: In order to benefit from the Free Return Service, the returned Participating Product shall meet the standards of intactness as specified below when the warehouse receives the item:
4.1 The returned Participating Product has maintained its original quality and functioning. The Participating Buyer shall ensure that the returned Participating Products and all accompanying accessories (such as tags, manuals, and warranty cards) are complete and maintain their original quality and functioning, and shall not represent any sign of damage or contamination, the anti-counterfeiting mark has not been scraped, activation/authorization has not been made, and the returned Participating Product shall be in unused and undamaged condition.
4.2 The Participating Buyer's opening of package for inspection or testing to verify the Participating Product's quality and functioning is reasonable and does not affect the Participating Product's intactness. Where any use of a Participating Product by the Participating Buyer results in significant devaluation, the returned Participating Product shall be deemed defective and not in compliance with the standards of intactness.
4.3 The Participating Buyer acknowledges that the packaging is an integral part of the Participating Product and consists part of the offer from the Participating Seller; and any use of and/or defect(s) to the packaging caused by the Participating Buyer may result in devaluation of the Participating Product. Therefore, the Participating Buyer shall ensure that the returned Participating Product is with original packaging and all safety seals and labels are retained and not damaged. In terms of packaging with special value, design, material and/or functions, Participating Buyer and/or his or her courier shall ensure that all handling is carried out in accordance with the requirement about protection of product and packaging specified by the Participating Seller upon fulfillment of the transaction.
4.3.1 Standards of intactness for regular package:
There is no missing part in the original package, and the form, shape and structure of the package is complete. However, unavoidable changes in form, shape and/or structure resulting from transportation and unpacking, including, but not limited to, minor to moderate deformation, stain and/or partial damage, shall not be considered to affect the intactness of the regular package.
4.3.2 Standards of intactness for special package:
If the package contains value added parts, such as anti-counterfeiting features, special designs or functions, markers or other indicators representing commemorative value, the Participating Seller may make requirements for special protection of the package to the Participating Buyer. Where there are reasonable package protection requirements prominently and explicitly specified by the Participating Seller, the Participating Buyer shall protect the package proactively and carefully. If the damage of such package results in devaluation and/or loss of functions, the product will be devalued and thus deemed as defective and not in compliance with the standard of intactness.
However, where the Participating Seller makes requirement about protection of special packages but fails to do so in a prominent and explicit way, the standards of intactness for regular package shall apply.
Where the package does not contain any special value-added parts as mentioned above, the standards of intactness for regular package shall apply.
4.4 Loss or damage of gift and loss of invoice shall not affect the return of Participating Product. However, for damage or loss of gift, a deduction from the refund shall be made based on the gift's market price; for loss of invoice, the Buyer shall bear the corresponding taxes.
Article 5: If a Participating Buyer wishes to return a Participating Product but does not intend to use the Free Return Service, the Participating Buyer shall contact the Participating Seller prior to the return request.
AliExpress monitors returns for abuse and reserves the right to limit returns on AliExpress Platform in all instances. Where AliExpress determines, at its sole and absolute discretion, that a Buyer has abused his or her rights by repeatedly applying for the Free Return Service and/or the Return Shipping Service or presenting a high rate for applying for the Free Return Service and/or the Return Shipping Service, the Buyer shall bear all shipping costs, and AliExpress shall be entitled to deduct all shipping costs from the refund and may deny the same Buyer's future eligibility to the Free Return Service and/or the Return Shipping Service.
Article 6: Please note that the following items shall be excluded from the scope of the Participating Products and shall not be eligible to neither the Free Return Service nor the Return Shipping Service:
(1) service contracts after the service has been fully performed if the performance has begun with the consumer's prior express consent, and with the acknowledgement that the customer will lose the right of withdrawal once the contract has been fully performed by the trader;
(2) goods or services for which the price is dependent on fluctuations in the financial market which cannot be controlled by the trader and which may occur within the withdrawal period;
(3) goods made to the consumer's specifications or clearly personalized;
(4) goods which are liable to deteriorate or expire rapidly;
(5) sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
(6) goods which are, after delivery, according to their nature, inseparably mixed with other items;
(7) alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the actual value of which is dependent on fluctuations in the market which cannot be controlled by the trader;
(8) contracts where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance;
(9) sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;
(10) newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;
(11) contracts concluded at a public auction;
(12) the provision of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance;
(13) digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and acknowledgment that he or she thereby loses his or her right of return.
Article 7: Under any of following circumstances, the Participating Seller shall not be obliged in any case to offer the Free Return Service, Return Shipping Service (if applicable) and/or grant the refund (unless otherwise required by applicable laws or AliExpress rules):
(1) fraud on the part of the Buyer;
(2) wars, military actions, terrorist events, strikes, riots, theft, robbery;
(3) confiscation by relevant government authorities;
(4) nuclear reaction, nuclear radiation, radioactive or any other form of contamination;
(5) natural disasters including, but not limited to, earthquakes, lightning strokes, fires, explosions, storms, floods, typhoons;
(6) improper conduct of the Buyer in violation of the instructions;
(7) natural consumption or wear and tear of the product;
(8) product recall;
(9) external causes during transportation or storage; and
(10) defects unable to be detected with the technology in domestic market at the time of manufacture.
Article 8: The Participating Seller shall not be responsible for losses and costs of the following products (unless otherwise required by applicable laws or AliExpress rules), and the Participating Seller shall not be under any obligation to provide Free Return Service and/or Return Shipping Service for the following products:
(1) quality issues of a product have been acknowledged and accepted by the Buyer;
(2) products are sold after the Participating Seller has been suspended, closed down or bankrupted.
Article 9: Disclaimer. To the maximum extent permitted by applicable laws, in no event will AliExpress be liable to you for any direct, indirect, special, incidental, exemplary, punitive or consequential damages (including loss of use, data, business or profits) arising out of or in connection with your participation in the Free Return Service provided for herein, whether such liability arises from any claim based upon contract, warranty, tort (including negligence), strict liability or otherwise, and whether or not AliExpress has been advised of the possibility of such loss or damage.
Article 10: These Terms and Conditions shall take effect on November 1st, 2022. To the maximum extent permitted by applicable laws, AliExpress shall be entitled to amend these Terms and Conditions at any time by posting the relevant amended and restated Terms and Conditions on AliExpress Platform, without further notice to Buyers. By continuing to purchase Participating Product(s), use the Free Return Service, and/or use the Return Shipping Service, Buyers acknowledge that the amended and restated Terms and Conditions shall apply and are deemed to have accepted the amended and restated Terms and Conditions.
Article 11: These Terms and Conditions shall be governed by and construed in accordance with the laws of Hong Kong, disregard conflict of laws principles. Any and all legal actions, claims or proceedings arising out of, or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of competent courts in Hong Kong.
Article 12: These Terms and Conditions are published in English and multiple languages. In case of any discrepancy between different language versions, the English version shall prevail.
"AliExpress" herein refers to Alibaba.com Singapore E-Commerce Private Limited incorporated in Singapore with Company Reg. No. 200720572D and registered office at 51 Bras Basah Road, #04-08 Lazada One, Singapore 189554.