Do not use AliExpress! I lost £428.00 Do not use AliExpress! I lost £428.00 DO NOT BUY FROM ALIEXPRESS, THEY TOOK MY £428.00 AND I RETURNED THE PARCEL WITH PROOF OF DELIVERY BUT THEY REFUSED TO REFUND SO I HAVE NOTHING! I purchased a set of car headlights from AliExpress When the items arrived, they were both visibly damaged and also had broken pieces inside that could be heard rattling and so were obviously unusable and not fit for purpose. I followed AliExpress policy by contacting the seller immediately, the seller initially failed to respond so I contacted AliExpress support, who advised me to wait for the seller’s reply. When the seller eventually responded, they asked me to take the headlights to a “local headlight shop to have them repaired cheaply.” I explained that this was not acceptable and requested to return the items. The seller then stopped responding again, so I contacted AliExpress once more. AliExpress opened a claim, reviewed the photo and video evidence I provided and agreed with my complaint. They informed me that they would issue a return label. No return label arrived, so I contacted AliExpress Customer Service again. I was told there was an issue generating the label and that I should return the package at my own cost to their UK return depot, after which I would receive a full refund including return shipping costs. I returned the package using Parcelforce and provided AliExpress with full tracking information and proof of delivery. Despite this, AliExpress denied the refund, claiming there was “not enough evidence.” I then supplied additional documentation, including proof of postage payment tracking details, and photos of the package both at my home and as shown in Parcelforce’s delivery confirmation to the AliExpress UK depot in Hayes, London. AliExpress refused my £428.00 refund even though I provided all evidence that I had returned the parcel. So they took my money and I returned the parcel back so I have nothing. DO NOT BUY FROM ALIEXPRESS! I welcome any contact from them. If they look into this then they will find that everything I have stated is the truth and I re-opened the complaint on their platform so many times and each time I was told that all the evidence would be looked into a again by their 'higher office' but each time they just ignored my evidence and denied the refund! Here is what they gave as a reason for refund denial: Request complete We are sorry that your refund cannot be issued for following possible reasons: 1. The address of your returned package cannot be confirmed. (Evidence like shipping label with detailed address or official proof of delivery by logistic company may help) 2. The returned item may not match the product you originally purchased. If you did not return the wrong item, please resubmit more proof for further processing. The above is simply not true and I gave all evidence and I still have all tracking details showing the parcel as delivered to their warehouse. I will update this review if indeed AliExpress do actually contact myself. However I do not believe that they will make contact.
Date of experience: 10 October, 2025