AliExpress review: Aliexpress buyer protection, free return and refund service ( 1 comment)

This complaint concerns three watches that were properly returned to AliExpress but were not refunded. The total unresolved loss is PLN 408.38.

The first two products were a POEDAGAR 879 Silver Black watch costing PLN 84.99 and a QINGXIYA Black watch costing PLN 87.39. The return requests for both products were opened on 16 July 2026. Both watches were new, unused and in their original packaging.

The two watches were placed together in one GLS parcel and returned at my own expense to the address designated by AliExpress. According to the carrier’s tracking records, the parcel was sent on 29–30 July 2026 and was successfully delivered to the designated return warehouse on 31 July 2026 at 09:50. The official proof of delivery includes confirmation of receipt and the warehouse recipient’s signature.

I entered the GLS tracking information in both AliExpress return cases on 3 August 2026. On 12 August 2026, I uploaded additional evidence confirming delivery. Nevertheless, on 13 August 2026, both cases were closed without refunds. AliExpress claimed that the returned parcel had either not arrived or was empty, despite the carrier’s official delivery confirmation. AliExpress never provided any warehouse report, photographs, parcel weight records, unpacking video or other evidence supporting these accusations.

The unresolved amount for these two properly returned watches is PLN 172.38.

The third case concerns a Casio AQ-230A-7A watch costing PLN 236.00, purchased and paid for on 23 July 2026. I opened the return request on 30 July 2026 at 14:35, as recorded in the AliExpress system. The watch was new, unused and in its original packaging.

For this return, I used the InPost QR return procedure generated directly through AliExpress. The shipment was created on 7 August 2026 at 13:50, deposited in the parcel locker at 13:51 and collected by InPost at 14:36. It was successfully delivered on 10 August 2026 at 12:49.

Despite using the return method provided by AliExpress and despite confirmed delivery, the Casio case was closed without a refund on 12 August 2026 at 11:50.

Instead of properly investigating the documented returns, AliExpress restricted my account on 13 August 2026 at 01:26:19. The restriction was expressly linked to the Casio dispute. Later that day, at 14:25:03 and 14:27:01, AliExpress imposed two additional penalties for allegedly placing malicious unpaid orders. This allegation is false. Five orders, including the Casio watch, were included in a card payment of PLN 752.16 made on 23 July 2026.

AliExpress customer service representatives claimed that my cases had been reopened, but they were closed again within hours without any meaningful investigation. My appeals were rejected with vague references to alleged “new warehouse evidence”, but none of that evidence was ever disclosed to me.

AliExpress also demanded video recordings of the packing process after the parcels had already been delivered. Such a requirement had not been disclosed when the returns were opened. Official carrier tracking, confirmed delivery and recipient signatures were simply disregarded.

As of 19 August 2026, I have neither the returned products nor the refunds. I have been forced to initiate chargeback proceedings through my bank. I can substantiate every statement in this complaint with payment records, return instructions, GLS and InPost tracking documents, delivery confirmations, screenshots of the disputes and correspondence with AliExpress.

To resolve this complaint, AliExpress must immediately refund the full outstanding amount of PLN 408.38, correct the falsely closed return cases, remove the unjustified account restrictions and penalties, and disclose the warehouse evidence it claims to possess.

This is not buyer protection. AliExpress accepted documented returns, disregarded independent proof of delivery, closed the disputes and retained the customer’s money.

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