At Ali Exchange, we are committed to providing a reliable and transparent money transfer service. This Refund Policy outlines the circumstances under which a refund may be requested and issued.
When a Refund May Be Issued
A refund may be considered and processed if:
- The funds have not yet been collected or deposited by the beneficiary
- An internal processing error has occurred
- A regulatory hold or compliance-related issue prevents the release of funds
❌ When Refunds Are Not Available
Refunds cannot be issued once:
- The funds have been successfully paid out to the recipient (either via bank deposit or cash pickup)
- The request is made after payout confirmation
Processing Timeline
If a refund is approved, funds will be returned to the original payment method within:
- 5 to 10 business days (depending on your bank or payment provider)
How to Request a Refund
To request a refund, please email complaints@aliexchange.com.au with:
- Your full name
- Transaction reference number (if available)
- Reason for requesting the refund
We will acknowledge your request within 1 business day and aim to resolve your case within 10 business days. Complex matters may take up to 30 days.
Escalation
If you are not satisfied with our response, you may contact:
NSW Fair Trading (Consumer Affairs)
For privacy-related refund matters, contact:
Office of the Australian Information Commissioner (OAIC)