There is a disconnect between their sellers and the website. I had an issue with my order and I contacted the sellers over Aliexpress's chat service. The seller end up agreeing with me and offered me a refund but I had to do it through the website since that was how I was charged. Following instructions, I did exactly that but it got denied immediately like it was an automated system. So I reached out to customer service and sent them everything I had including a screenshot of the agreement from the seller's themselves saying that this was their issue and they would be happy to refund me and they still denied it! How ridiculous is it that the middleman won't even listen to the people that pay them. That's how much a sham this company is. All they care about is keeping your money so either pray your order is exactly what you want or just order elsewhere because it doesn't matter if the factory screws up or if the seller screws up, it is still your fault.