Exchange Policy

Last Updated: December 2025

At AliPeak, we understand that sometimes you may need a different size, color, or model of a product you've ordered. Our Exchange Policy allows you to swap your item for another without having to go through the full return and repurchase process. This policy applies to most products sold on our platform.

Exchange Eligibility

Your item is eligible for exchange if it meets all of the following conditions:

1. The exchange request is made within 14 days of delivery
2. The item is unused and in original condition
3. All original packaging, tags, and accessories are intact
4. The item is not damaged due to misuse or negligence by the customer
5. The replacement item is available in stock with the seller
6. The replacement item is of equal or similar value

Items that cannot be exchanged include used cosmetics, opened food items, customized products, and items marked as "non-exchangeable" by the seller.

How to Request an Exchange

Step 1: Log into your AliPeak account and go to "My Orders"

Step 2: Select the order containing the item you wish to exchange

Step 3: Click "Request Exchange" and specify the reason (wrong size, wrong color, different model, etc.)

Step 4: Select the replacement item and provide the desired specifications (size, color, model, etc.)

Step 5: Take clear photos of the original item, packaging, and condition

Step 6: Submit your exchange request and wait for seller approval (24-48 hours)

Step 7: Once approved, arrange pickup or shipping of the original item using the provided return label

Step 8: The seller will inspect the item and ship the replacement item to you

Exchange Timeline

1. Request Approval: 24-48 hours
2. Item Pickup/Shipping: 3-5 business days
3. Seller Inspection: 2-3 business days after receiving the item
4. Replacement Item Dispatch: 1-2 business days after inspection approval
5. Replacement Item Delivery: 3-7 business days depending on location
6. Total Time: Typically 10-20 business days from request to delivery

Price Difference Handling

If the Replacement Item Costs More:

You will be charged the price difference. You will receive a payment request in your account within 24 hours of exchange approval. Payment must be made before the replacement item is shipped. We accept all payment methods available on AliPeak including credit cards, debit cards, and mobile banking (bKash, Nagad, Rocket).

If the Replacement Item Costs Less:

You will receive a refund for the price difference. The refund will be processed to your original payment method within 5-7 business days of the exchange being completed and approved by the seller.

If Items Are of Equal Price:

No additional payment or refund is required. You only pay for return shipping if applicable.

Shipping and Logistics

Return Shipping (Original Item):

1. Who pays: Customer pays the return shipping cost
2. Exception: If the original item was defective or damaged during delivery, the seller covers the return shipping cost
3. How: After approval, you will receive a return label or instructions to arrange pickup with the designated courier

Forward Shipping (Replacement Item):

1. Who pays: The seller covers the shipping cost for the replacement item
2. How: Once the seller inspects and approves your returned item, they will ship the replacement to you at no additional cost
3. Tracking: You will receive a tracking number via email

Damaged or Defective Items Exchange

If your item arrives damaged or defective:

1. Report the issue within 7 days of delivery with clear photos as evidence
2. You can request an immediate exchange without waiting for inspection delays
3. Return shipping will be covered by the seller at no cost to you
4. The replacement item will be shipped at no additional cost
5. Priority processing applies to defective items
6. Contact our customer support team immediately at contact@alipeak.com for faster resolution

What Items Can Be Exchanged

Most items on AliPeak can be exchanged, including:

1. Clothing (different sizes, colors, or styles)
2. Shoes and footwear
3. Electronics and gadgets
4. Home and kitchen items
5. Beauty and personal care products (if unused and sealed)
6. Sports and outdoor equipment
7. Accessories and jewelry
8. Books and educational materials

Non-Exchangeable Items

The following items cannot be exchanged:

1. Perishable goods (food, beverages, dairy products)
2. Items marked "final sale" or "non-exchangeable" on the product page
3. Customized or personalized products
4. Digital products and software licenses
5. Items purchased during flash sales or special promotions (unless seller allows)
6. Items damaged due to customer mishandling or negligence
7. Used cosmetics and opened beauty products
8. Underwear and intimate apparel (if unsealed but tried on)

Seller-Specific Policies

Some sellers on AliPeak may have different exchange policies or additional conditions. Always check the seller's exchange policy listed on the product page before making a purchase. Common variations include:

1. Different exchange timeframe (some sellers may offer shorter or longer periods)
2. Additional inspection fees (some sellers may charge for inspection beyond standard review)
3. Specific condition requirements (some sellers may have stricter unused item requirements)

If there's a conflict between this general policy and a seller's policy, the more favorable policy to the customer will apply.

Exchange vs. Return & Refund vs. Replacement

Choose Exchange if:

You want a different size, color, or model of the same or similar product from the same seller.

Choose Return & Refund if:

You want your money back completely and don't want to purchase another item.

Choose Replacement if:

Your item arrived damaged or defective and you want the exact same product again.

Frequently Asked Questions

Can I exchange my item after 14 days?

No, exchange requests must be made within 14 days of delivery. After 14 days, you can still return the item for a refund if it meets return eligibility criteria.

What if the seller doesn't have the replacement item in stock?

The seller will inform you within 24-48 hours if the replacement item is not available. You can then choose to wait for restock, select a different item, or cancel the exchange and process a return instead.

Can I exchange my item multiple times?

You can request one exchange per order. If you want to exchange the replacement item, you must follow the same process as a new exchange request.

What if I don't receive my replacement item?

If your replacement item doesn't arrive within the promised delivery time, contact us immediately at contact@alipeak.com with your order number and tracking information. We will investigate and resolve the issue.

Can I exchange for a more expensive item?

Yes, you can exchange for a more expensive item. You will need to pay the price difference before the replacement item is shipped.

What if the original item is lost in transit back to the seller?

If your return shipment is lost, please provide proof (tracking number showing delivery attempt or carrier report). The seller may initiate an investigation with the courier. In case of confirmed loss, alternative arrangements will be made.

How to Contact Us

For General Exchange Inquiries and Issues:

Email: contact@alipeak.com

Chat: Available on our website 24/7

Response Time: 24 hours

For Seller Inquiries (If You are a Seller):

Email: seller@alipeak.com

Portal: Seller Dashboard at https://alipeak.com/seller

Response Time: 24-48 hours

For Urgent Issues and Complaints:

Email: contact@alipeak.com

Subject: Mark email as "URGENT: Exchange Issue"

Include: Order number, item details, photos, and detailed description of the issue

Our customer service team is available to help resolve any questions or issues related to exchanges. We're committed to making the process as smooth as possible.

Our Commitment

We want you to get exactly what you want. If you need to exchange your product, we make the process as simple and quick as possible. We work closely with our sellers to ensure smooth exchanges and quick replacement deliveries. Your satisfaction is our priority.

This policy is subject to change at any time. We will notify users of any significant changes via email or website announcement. Last updated: December 2025