Return Policy Page

1. Return/Refund Application

1.1 Subject to the terms and conditions of this Refund and Return Policy and the Terms of Service, Buyer may request the return of purchased items ("Items") and/or a refund before the expiration of the Alibaba Global Shopping warranty period. Terms of Service.

1.2 Alibaba Global Shopping Guarantee is a service provided by Alibaba Global Shopping at the request of users to help users deal with certain conflicts that may arise during transactions. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during, or after using Alibaba Global Shopping Guarantee.

2. Return application

2.1 Buyers can only apply for refunds and/or returns under the following circumstances:

The buyer did not receive the item;

The item is defective and/or damaged upon delivery;

The item received is incomplete (missing quantity or accessories);

The Seller has delivered to the Buyer items that do not conform to the agreed specifications (e.g. wrong size, color, etc.);

The items delivered to Buyer differ materially from the description provided by Seller in the item listing;

The merchandise received was counterfeit**;

Items received with physical damage (e.g. dents, scratches, broken);

Items received are defective (e.g. malfunctioning, not working as expected);

By private agreement with the seller, the seller must send his/her confirmation to Alibaba Global Shopping confirming the agreement; or

change idea*

*Change of mind return policy only applies to certain categories and to certain sellers.

**Counterfeit goods return policy only applies to Alibaba Global Shopping Mall sellers.

2.2 Buyer’s application must be submitted through the Alibaba Global Shopping Mobile App.

2.3 Alibaba Global Shopping will review each buyer's application on a case-by-case basis and determine in its sole discretion whether the buyer's application is successful.

2.4 Please note that if required by Alibaba Global Shopping, the buyer must ship the product to a location specified by Alibaba Global Shopping within ten (10) calendar days of making the return request.

2.5 Alibaba Global Shopping will determine whether to approve your refund and return request at its sole discretion. Buyer acknowledges and agrees that Alibaba Global Shopping’s decision is final, conclusive and binding, and undertakes and agrees not to litigate or otherwise assert such decision against Alibaba Global Shopping or its affiliates. Any claims.

2.6 If the buyer has initiated legal proceedings against the seller, the buyer may provide Alibaba Global Shopping.com with a formal notice from the relevant authorities requiring Alibaba Global Shopping.com to continue to hold the purchase funds until a formal ruling is made. Alibaba Global Shopping.com will determine, in its sole discretion, whether it is necessary to continue to hold funds for such purchases.

3. Rights of preferred seller

3.1 If you are a Preferred Seller, you should have received a separate written notification from Alibaba Global Shopping Cross-Border E-Commerce notifying you of your choice to participate in the Alibaba Global Shopping Preferred Seller Program. If you decide at any time not to participate in the Alibaba Global Shopping Preferred Seller Program, please notify Alibaba Global Shopping in writing; otherwise, you will be deemed to have elected to continue participating in the Alibaba Global Shopping Preferred Seller Program and to have agreed to the terms and conditions set forth in this Refund and Return Policy. Alibaba Global Shopping.com may suspend or remove any Preferred Seller from the Alibaba Global Shopping Preferred Seller Program at any time in its sole discretion.

3.2 Alibaba Global Shopping’s decision to approve a refund or return under Section 2 above shall be binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and do all things necessary to effectuate and obtain approval from Alibaba Global Shopping for a buyer’s refund or return request.

3.3 For any refund or return request approved by Alibaba Global Shopping, Alibaba Global Shopping will notify the Preferred Seller by email (“Email Notification”) and organize the shipping of the relevant returned items to the address provided by the relevant Preferred Seller in writing to Alibaba Global Shopping for completion. Refund and return procedures, provided that the address is located in the country in which the relevant goods are listed for sale on the Website (the "Local Address"). If a Preferred Seller fails to provide a local address for returned merchandise or otherwise fails to accept returns within a reasonable time (as determined by Alibaba Global Shopping), Alibaba Global Shopping reserves the right to dispose of such merchandise in any manner it deems appropriate and the Preferred Seller shall be deemed All rights to the item have been lost. If a Preferred Seller does not receive a returned item, the Preferred Seller must notify Alibaba Global Shopping within seven (7) days of receipt of the email notification (the “Notification Period”). Failure to notify Alibaba Global Shopping within the notification period will be conclusive evidence and result in the Preferred Seller having accepted delivery of the item, and the Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.

3.4 Notwithstanding the foregoing, an item approved for refund or return may not be returned to a Preferred Seller at Alibaba Global Shopping’s sole discretion, and the Preferred Seller shall be deemed to have forfeited all rights to the item.

3.5 For any refund or return rejected by Alibaba Global Shopping upon receipt of the relevant Goods, Alibaba Global Shopping will organize delivery of the Goods to the relevant Buyer’s address in accordance with clause 2 above.

3.6 If Alibaba Global Shopping approves any refund or return request, the Preferred Seller may appeal the decision by contacting Alibaba Global Shopping and providing evidence to support the appeal. If Alibaba Global Shopping upholds the Preferred Seller's appeal, it will pay all or part of the purchase price to the Preferred Seller. Preferred Seller acknowledges and agrees that Alibaba Global Shopping’s decision is final, conclusive and binding, and undertakes and agrees not to litigate or otherwise assert any claim against Alibaba Global Shopping or its affiliates with respect to such decision.

4. Rights of ordinary sellers

4.1 For the purpose of this refund and return policy, regular sellers refer to sellers who are not mall sellers or preferred sellers.

4.2 When Alibaba Global Shopping receives the buyer’s request for return and/or refund, Alibaba Global Shopping will notify the seller in writing. Sellers may respond to Buyer's request by following the steps Alibaba Global Shopping provides in written notification. Seller must respond within the time frame specified in the written notice (the "Prescribed Period"). If Alibaba Global Shopping does not hear from the seller within the specified period, Alibaba Global Shopping will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notice to the seller. Alibaba Global Shopping will review each seller's response on a case-by-case basis and determine, in its sole discretion, whether the buyer's application is likely to be successful under the circumstances described by the seller.

5. Returns and exchanges

5.1 To enjoy a hassle-free experience when returning the item, the Buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the Seller in the same condition as received by the Buyer at the time of delivery. We will advise buyers to take photos after receiving the items.

6. Responsibility for return shipping costs

(a) In the event of an unforeseen error by the Seller (i.e. - damaged, defective or incorrect items delivered to the Buyer), the Seller will be responsible for the Buyer's return shipping charges.

(b) In the event that the buyer changes his or her mind, the buyer shall obtain the seller's consent before returning the goods and the buyer shall bear the return shipping costs.

(c) In the event of a dispute between a buyer and seller regarding the party responsible for return shipping costs, Alibaba Global Shopping will determine, at its sole discretion, the party responsible for return shipping costs.

7. Refund

7.1 The buyer will only receive a refund after Alibaba Global Shopping receives confirmation from the seller that the returned item has been received. If Alibaba Global Shopping does not receive a response from the seller within the specified time, Alibaba Global Shopping will have the right to refund the applicable amount to the buyer without further notice to the seller. Refunds will be made to the buyer's credit/debit card or designated bank account, whichever is applicable.

8. Communication between buyers and sellers

8.1 Alibaba Global Shopping encourages users to communicate with each other when problems arise during transactions. Because Alibaba Global Shopping is the platform on which users conduct transactions, buyers should contact sellers directly to resolve any issues related to their purchases.

Last updated: August 2, 2025