Trustway
Policy Definitions
Lost Packages
Presumed Lost Packages:
Items presumed lost by the carrier (when the status isn't "delivered") should be reported no earlier than 7 days after the last tracking update for domestic shipments and no sooner than 14 days for international shipments, within 21 days from the last checkpoint. (a domestic shipment is defined as being located within the same country as the merchant company and recipient.)
Estimated Delivery Date:
If 2 business days elapse from the estimated delivery date provided by the carrier without any delivery or update, Trustway will deem the order as "lost" and provide necessary assistance.
Invalid Address or Delivery Barriers:
In cases where carriers are unable to deliver due to an invalid address or unexpected barriers, the package might be returned to the sender/retailer. Trustway does not cover this scenario, as the item is not actually lost. Exceptions apply to retailers shipping perishable items. (a perishable item is defined as an item that can spoil, decay or become unsafe if not stored or transported properly)
Partial Delivery:
If only a portion of the ordered items arrives without tampering evidence, Trustway doesn't cover the issue and customers should contact the retailer for any missing items. However, if a single order is sent in multiple packages and one fails to arrive, Trustway will address the issue by refunding the undelivered package.
Labelled "return to sender":
When a customer’s package is labeled "return to sender," Trustway does not provide coverage because the order is returned to the retailer. This typically occurs when the customer provides an invalid or undeliverable address or refuses delivery. However, Trustway may consider covering the issue at its discretion if the returned item is perishable or if the retailer cannot reuse it. Additionally, Trustway covers the customer's order if the package is lost in-transit back to the sender or if the package was returned due to a carrier error. Please note that Trustway Package Protection timeframes for filing apply.
Held in Customs:
Trustway is unable to cover situations where a customer’s order is held up in international borders or customs. In such cases, the customer is responsible for paying the customs fees to receive the package. However, if Trustway replaces an item for which the customer has already paid customs fees, Trustway may, at its discretion, approve and pay customs fees a second time.
Unfulfilled or Unshipped Orders:
If a customer’s order is deemed unfulfilled or unshipped, it means that the retailer has not yet fulfilled the order. This could be due to various reasons such as low inventory or internal delays within the company. Trustway does not have control over the speed at which the retailer ships the order. Trustway Package Protection does not come into effect because the order has not been shipped yet.
Order Claim Filed too soon:
If a customer files an order issue on the same day that the package is marked as delivered, Trustway may, at its discretion, ask the customer to wait 3 days. This is because carriers like FedEx, UPS, Canada Post, Purolator, etc., sometimes prematurely deem packages as delivered when they are still on route.
Stolen Packages
Delivered but Missing Package:
Packages marked "delivered" yet not received are treated as stolen. To ensure they weren't misdelivered or easily found, Trustway requires reporting within 3 days after the “delivery date” but no more than 10 days.
Delivered to Wrong Address:
If the correct address was provided at checkout and the package was delivered to the wrong address, Trustway considers this as stolen and will replace the order on behalf of the customer.
Damaged Packages
Damaged Item Arrived:
Issues regarding damaged orders must be reported within 10 days of the delivery date. Trustway requires further evidence of the damaged item for claim processing.
Broken Items:
Customers receiving broken items needing disposal should follow city compliance. They are not required to ship it back to the retailer unless instructed otherwise.
Out of Stock:
Trustway doesn't have knowledge of a retailer's inventory. Refunds are offered for out-of-stock items; customers can reorder when available.
General Policies
Refunds:
All refunds are based on product cost at the time of purchase. Refunds will equate to the precise amount spent by the customer. Meaning if there was a discount code, coupon, retailer promotion, etc., Trustway will match the financial expenditure of the customer regardless of when the claim is processed. This does not include shipping or taxes.
Refund Eligibility:
In order to be processed for a product refund the customer or merchant must correctly submit a claim via Trustway's website. The customer will be notified of submission within 24hrs and temporarily “approved” for a refund within 48hrs. Meanwhile a claim will be submitted to the shipping company in which the customer will be contacted asking for a simple confirmation of claim. Once the customer responds (to the shipping company), Trustway will release the funds back to the customer for the product amount.
Input Wrong Address:
Mistaken addresses aren't covered by Trustway. Customers must contact the retailer for correction.
Quality Control:
Trustway does not offer product replacement. Customers dissatisfied with their product should contact the retailer, potentially under their return policy.
Filing an Online Notarized Incident Statement:
Trustway may require an online notarized statement for lost, damaged, or stolen packages to verify identity and ensure correct payment or replacement.
Partnership Policies
Partners: Sympli, Rest & Nurture
Refund Eligibility With Ali Express
Trustway will initiate the claim with Ali Express for a customer. If Ali Express requires the customer to file the claim directly, the customer must do so. All time frames are subject to Ali Express’ “Buyer Protection” guideline shown below. Trustway Refunds will be processed after Ali Express has made their determination regarding the claim. If Ali Express approves the claim the customer will be refunded as per their policy and Trustway is relieved of its responsibility. If Ali Express rejects the claim application, the communication thread between the customer and Ali Express must be provided to Trustway, in which they will then make their own determination of the claim independently.
Ali Express Buyer Protection
Buyer protection allows you to get a refund within the protection period if your item doesn't arrive, arrives damaged, or arrives not as described.
For more information, please visit the site directly:
Visit AliExpress Buyer ProtectionHow long does buyer protection last and how can I initiate a return/refund?
It lasts 15 days from the moment you confirm receipt of your item. Any item with the label "Buyer protection" on its detail page is covered, with the exception of:
• Items that you have damaged yourself
• Personalised and custom-made items
• Perishable items (such as flowers)
• Items unsuitable for return due to hygiene or health reasons.
If there’s a problem with your item, follow these steps:
Contact store
Let the store know what the problem is and upload any supporting info if needed (images, screenshots etc), to help you reach a satisfactory solution with them.
Make a return/refund request
If you can’t come to an agreement or get no answer, go to Account > Orders, find the relevant order and make a refund only or a return & refund application.
Get refunded
Choose the reason for return/refund from the list provided, upload any supporting info needed (pictures, videos, etc), and submit your application. You can check back regularly under the returns/refunds tab on Orders to see the progress of your application.
If an item needs to be returned, who pays the return cost?
• If you decide to return an item due to a change of mind, then it will be up to you to cover the return cost.
• If an item is defective, arrives not as described, or it's the incorrect item, then it will be up to the store to cover the return cost.
When will I receive my refund?
• Refunds can take 1-10 working days to arrive dependent on your original payment method
• Any due refund can be sent to your original payment method
• Alternatively, you can get a much faster refund to your AliExpress Bonus account.
For full details refer to the Buyer protection Terms & Conditions.
What other scenarios fall under Buyer protection?
There are two other situations in which you can use and benefit from the Buyer protection service:
1 - When sellers break their promises, either related to:
• Transaction or after-sales services, such as a failure to follow up with the warranty on your order as promised or as required by any relevant laws and regulations
• Or logistics and delivery services, such as asking you to pay additional shipping costs after your order's been placed, or not sending your order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.
2 - When there is a case of unacceptable behavior from sellers that could affect your rights as a shopper, and/or the use of abusive language during any communication with you.
* If you experience any of the above while using AliExpress, please contact our Help center.
Final considerations to note
In certain countries, stores must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as a shopper.
For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return. Learn more here: Statutory Rights For EU Consumers.
In Brazil, you will generally have a 30-day (non-durable goods) or 90-day (durable goods) legal conformity warranty. Additionally, you will have a 7-day right of regret as outlined in the Brazilian consumer legislation.