If my order contains more than one item but only one is damaged, can I accept the rest of the items and reject the only damaged item?

If you purchased multiple units of the same item, you will need to either receive or reject all of the same items while you request for refund. We do suggest you to click on request for refund for all the items and provide relevant documents for damaged item claim process. If you purchased different items, you can choose to return the specific product that is damaged only when you request for refund. However, if you purchased multiple unit of an item but only one unit is damaged, you will need to request for refund of the whole item. For example, Order is made to purchase 1 unit of Milo 2kg soft pack and 2 unit of Nescafe 3in1 Original. If one of the Nescafe is being damaged in transit, you will need to request for refund for 2 unit instead of one due to system limitation

Who bears the shipping fee to return the parcel to seller?

The buyer will need bear the return shipping fee when returning items to the seller. Buyer can also discuss with the seller on the return shipping arrangement. However, when both seller-buyer is disputing for the party liable for the return shipping fee, AliDagang.My at its sole discretion will determine the party liable for the return shipping fee.

Will I be refunded with my shipping fee for returns and refunds?

Yes, shipping fee paid during your purchase will be refunded if and only if all of your products from the order are being returned and refunded. If only a few of your products from the order needs to be returned and refunded, then the shipping fee paid during your purchase will not be refunded.

When and how will I receive my refund?

You will receive your refunds through your personal bank account after the dispute is made.

What if I would like to do an exchange?

We are very sorry to say that due to current system limitation, we cannot arrange a direct exchange within the system for you. If you have received a wrong item, you are advised to send it back to the seller. Upon return parcel delivery, the seller can accept the refund to release the payment back to you. You can then place a new order for the seller to ship it to you again.