🛡️ Aliapex Buyer Protection Program

Aliapex Buyer Protection is designed to ensure a safe, transparent, and reliable shopping experience. It protects customers when orders do not arrive, are damaged, or do not match the product description.

📦 1. What Is Buyer Protection?

Buyer Protection is a set of guarantees that ensures you can shop with confidence. If something goes wrong with your order, Aliapex helps resolve the issue through:

• 💰 Refunds

• 🔄 Replacements

• 🤝 Dispute resolution

• 📞 Seller mediation

🚚 2. Delivery Protection

You are protected if:

• 📭 Your order is not delivered within the estimated timeframe

• 📦 Tracking shows “Lost in Transit”

• 🚫 No valid delivery confirmation exists

👉 Outcome:

• Full refund or replacement depending on case review

📦 3. Item Not as Described

You are protected if the received item:

• Is significantly different from the product listing

• Is missing parts or accessories

• Is the wrong item entirely

• Has incorrect size, color, or specifications

👉 Outcome:

• Full or partial refund

• Return may be required depending on the case

💔 4. Damaged or Defective Items

If your item arrives:

• Broken

• Defective

• Not functioning properly

👉 You may receive:

• 💰 Refund

• 🔄 Replacement

• 📦 In some cases, no return required

⏱️ 5. Late Delivery Protection

If your order is not delivered within the promised timeframe:

• You may request support via My Orders → Support

• Compensation or refund depends on tracking status and shipping type

💰 6. Refund Guarantee

Approved claims may result in:

• Full refund

• Partial refund

• Replacement item

• Store credit (if applicable and agreed)

Refunds are processed back to the original payment method.

📋 7. How to File a Claim

To open a Buyer Protection request:

1. Go to My Orders

2. Select your order

3. Click “Open Dispute” or “Request Refund”

4. Provide details and evidence (photos/videos if needed)

5. Wait for review and resolution

⚖️ 8. Resolution Process

Aliapex follows a fair resolution process:

• Step 1: Buyer submits claim

• Step 2: Seller response required

• Step 3: Aliapex review and decision

• Step 4: Refund or replacement issued

Typical resolution time: 3–10 business days

🚫 9. Buyer Protection Limitations

Buyer Protection does not apply if:

• Delivery was successfully completed

• Incorrect address was provided by buyer

• Buyer refused delivery

• Delay caused by customs, taxes, or government action

• Fraudulent or abusive claims are detected

🌍 10. Legal Compliance

This Buyer Protection Program operates in accordance with:

• EU Consumer Rights Directive (2011/83/EU)

• German Civil Code (BGB §§ 312g, 355–357)

• Applicable international e-commerce regulations

Statutory rights remain unaffected.

🛡️ Aliapex Commitment

We guarantee:

• 🔒 Secure shopping experience

• ⚡ Fast dispute resolution

• 💰 Fair refund handling

• 🌍 Global buyer protection standards

❓ Frequently Asked Questions (FAQs)

❓ How long do I have to open a dispute?

You can usually open a dispute within the protection period shown in your order details.

❓ Do I need to return the item?

In some cases yes, but in many cases (lost/damaged items), you may keep it.

❓ How long does refund take?

Typically 3–10 business days after approval.

❓ What if the seller disagrees?

Aliapex will review evidence and make a final decision.