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AliExpress to offer a new free return and refund service in eight countries

AliExpress to offer a new free return and refund service in eight countries

Banking & FinanceFranceGermanyRetailSpainTop StoriesUnited Kingdom

AliExpress, a global retail online marketplace of the Alibaba Group, has announced that it is upgrading its service to free return and refund for participating categories across eight countries.

Buyers in main areas of Russia, France, Germany, Spain, the UK, the US, Canada and Australia will be the first from eight pilot countries to participate in the new programme.

Under the new policy, customers in the eight countries with an eligible address will see a ‘free return’ sign next to products participating in the programme. Most product categories, like consumer electronics, jewellery, shoes and cosmetics products, will be eligible for the new programme. Customers can request a free return and refund for qualifying products within 15 days after receiving their order.

Some terms and conditions will apply for example, products must be returned in new and unused condition and products priced over US$1,000 will be excluded from this programme, in addition to products such as mobile phones, underwear, food categories and customised products.

Customers can go to any post office to make the return and will receive their refund in as quickly as three days, depending on the payment solution they used to purchase the product.

Cheer Zhang, Head of Global Consumer and Market Operation, commented: “The objective is to improve the shopping experience offered by AliExpress and enable consumers to explore, with confidence, the platform’s wide range of brands and products, knowing they can get a free return and refund if they are not satisfied.”

The new ‘free return’ programme is an enhancement from a previously launched ‘local return’ programme that had been operating in seven countries besides Russia. Under the previous scheme, customers had to cover the delivery fee for the return order. The new scheme provides a streamlined and free service to enable AliExpress consumers to shop with confidence. 

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