Report a damaged item

Aliapex – Report a Damaged Item Policy

Effective Date: 25.04.2026

1. Overview

If you receive an item that is damaged, defective, or not in usable condition, Aliapex provides a structured process to report the issue and request a resolution.

2. When to Report

You must report a damaged item:

• Within 48 hours of delivery for visible damage

• Within 7 days of delivery for hidden or functional defects

Reports submitted after this period may not be eligible for protection.

3. Eligibility

You may report a damaged item if:

• The item was purchased through Aliapex

• The damage occurred before or during delivery

• The item was not described as damaged or defective in the listing

4. How to Report

Step 1: Gather Evidence

Provide clear documentation, including:

• Photos of the damaged item

• Photos of packaging (if applicable)

• Description of the issue

• Order/transaction details

Step 2: Contact the Seller

• Use Aliapex messaging to notify the Seller

• Allow up to 3 business days for a response

Step 3: Open a Case

If unresolved:

• Submit a formal claim through Aliapex

• Upload all supporting evidence

5. Resolution Options

Depending on the case, Aliapex may offer:

• Full refund

• Partial refund

• Replacement item

• Repair compensation

Aliapex will determine the appropriate outcome based on evidence.

6. Return Requirements

• You may be required to return the damaged item

• Return shipping responsibility depends on the case outcome

• Do not discard the item unless instructed by Aliapex

7. Seller Responsibilities

Sellers must:

• Package items securely

• Respond promptly to damage claims

• Provide refunds or replacements when required

Failure to comply may result in penalties or account restrictions.

8. Shipping Damage

If damage is caused by the shipping carrier:

• Aliapex may coordinate with the carrier

• Additional documentation may be required

• Resolution may depend on shipping insurance coverage

9. Exclusions

Claims may be denied if:

• Damage was caused after delivery due to misuse

• The item matches the description (including disclosed damage)

• Evidence is insufficient or falsified

• Reporting deadlines are not met

10. Fraud Prevention

Aliapex monitors claims to prevent abuse. False or misleading reports may lead to:

• Claim denial

• Account suspension or termination

11. Final Decision

Aliapex reviews all evidence and makes a final, binding decision on the outcome of the claim.

12. Contact Support

For assistance:
Email: support@aliapex.com

Aliapex is committed to ensuring fair resolutions and protecting both Buyers and Sellers in cases of damaged items.