aliexpress - Complaint regarding reimbursement of postage costs Order no. *****

To the AliExpress customer service team

The reason for my complaint is as follows:
The backpack was delivered defective (see photos). The seller's suggestion was a minor price reduction or to return the item. Since a free return was promised, I sent it back. The return receipt with tracking number and seller's address for CHF 22.00 is enclosed. According to the tracking information, the seller received the returned item on September 12, 2025. Since I did not receive any confirmation, I contacted Aliexpress customer service several times, who repeatedly put me off and assured me that I had nothing to worry about because both the purchase price and the shipping costs would be refunded to me; I should just be patient and wait 14 days. When the 14 days were up, I contacted customer service again and was advised to be patient a little longer, as the purchase price and shipping costs would definitely be refunded. Finally, on October 7, I received an email from Aliexpress stating that the purchase price would be refunded, but the shipping costs of CHF 22.00 were NOT included. This means that the shipping costs exceed the value of the purchased item. If I want a refund of the purchase price, I have no choice but to return the defective item FREE OF CHARGE (see Aliexpress promise regarding “free returns”).

Please find attached all relevant documents supporting my request.

I look forward to receiving a response within a reasonable period of time. If no satisfactory solution is found, I reserve the right to take further action through the appropriate complaint channels.

I am very disappointed that I have not received a response to my previous complaints and am contacting you to submit another complaint regarding a problem with a defective backpack delivered by Baoding New Vision Luggage (shop no. *****), purchased on August 27, 2025.

Regards

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