Welcome to the official Payment Refunds Help Center for Aliapex.

Aliapex works to ensure secure and fair refunds for eligible orders. If an order is cancelled, returned, lost, or protected under Buyer Protection, refunds may be issued to your original payment method or eligible account balance.

When Am I Eligible for a Refund?

You may be eligible for a refund in the following situations:

• Order cancelled before shipment
• Seller failed to ship within processing time
• Item not received
• Product damaged or defective
• Wrong item received
• Item significantly different from description
• Approved return request
• Payment charged multiple times
• Buyer Protection claim approved

Refund approval depends on order status, evidence provided, and platform policies.

How Do I Request a Refund?

Step 1 – Sign In

Log in to your Aliapex account.

Step 2 – Open Your Orders

Go to:

My Orders → View Details

Select the relevant order.

Step 3 – Choose “Refund” or “Open Dispute”

Depending on your order status, select:

• Refund Request
• Return & Refund
• Open Dispute

Step 4 – Select Refund Reason

Examples include:

• Item not received
• Product damaged
• Wrong item delivered
• Item not as described
• Seller shipment delay
• Missing item or quantity

Step 5 – Upload Supporting Evidence

You may be asked to provide:

• Product photos
• Packaging photos
• Videos showing damage or defects
• Tracking screenshots

Providing accurate evidence helps speed up review.

Automatic Refunds

In some situations, refunds may be issued automatically.

Examples include:

Seller Shipment Timeout

If the seller fails to ship the order within the processing period, your order may automatically close and payment may be refunded.

Cancelled Orders

If an order is successfully cancelled before shipment, payment may automatically return.

Failed Payment Verification

If payment verification fails, no charge may be completed or funds may automatically reverse.

Refund Processing Time

Refund times vary depending on payment method and banking provider.

Payment MethodEstimated Refund TimeCredit / Debit Card3–20 business daysPayPal1–7 business daysApple Pay3–15 business daysGoogle Pay3–15 business daysBank Transfer5–20 business daysAliapex Wallet / Bonus1–3 business days

Please note:

• Banks may require additional processing time
• Public holidays may delay refunds
• Refund timing varies by financial institution

Where Will My Refund Be Sent?

Refunds are usually issued to the original payment method used during checkout.

Examples:

• Card payments → Same bank card
• PayPal → Same PayPal account
• Wallet payment → Aliapex Wallet balance
• Bank transfer → Original bank account (if applicable)

In some cases, split payments may be refunded proportionally.

Why Is My Refund Taking Longer?

Refund delays may happen due to:

• Bank processing time
• Payment provider verification
• Public holidays
• International payment delays
• Ongoing dispute review

If your refund status shows Completed, but you have not received funds, please contact your bank or payment provider first.

Partial Refunds

A partial refund may be issued if:

• Part of the order is missing
• Item has minor defects
• Buyer keeps the item after agreement
• Compensation is approved through dispute resolution

The approved refund amount will be shown in your refund details.

Refund for Cancelled Orders

Before Shipment

If cancellation is approved before shipment, refunds are generally processed automatically.

After Shipment

Orders already shipped may require:

• Return approval
• Seller review
• Dispute resolution

Refund for Returned Orders

Once the return is:

• Delivered to return location
• Confirmed by seller or warehouse

Your refund will begin processing.

Refund timing depends on your payment method.

Double Charge or Duplicate Payment

If you believe you were charged twice:

1. Check your payment history
2. Verify pending bank authorizations
3. Contact your payment provider
4. Contact Aliapex customer support

Temporary bank authorization holds may appear as duplicate charges and usually disappear automatically.

Buyer Protection Refunds

Aliapex Buyer Protection may help eligible buyers in cases such as:

• Item not received
• Product significantly different from listing
• Delivery problems
• Seller non-compliance

Approved claims may result in:

• Full refund
• Partial refund
• Replacement shipment

Refund Status Meanings

Refund Submitted

Your request has been received.

Under Review

Aliapex or the seller is reviewing the case.

Refund Approved

The refund has been approved.

Processing

Funds are being returned to your payment provider.

Completed

The refund has been successfully issued.

Important Refund Notes

Please remember:

• Refund timing depends on banks and payment providers
• Some payment methods may take longer to process
• Refunds are generally sent to the original payment method
• False claims or abuse may result in account restrictions
• Customs duties or shipping fees may not always be refundable

Need More Help?

Visit:

Aliapex Help Center

For assistance with refunds, disputes, cancelled orders, payment issues, or Buyer Protection claims.