Fake / Counterfeit Product Received
Receiving a counterfeit product sold as genuine/branded is both a consumer rights violation and, in many cases, a criminal offence under trademark law — you have grounds for a full refund from the platform and can additionally report the seller for selling counterfeit goods.
What Is It
Signs of a counterfeit include mismatched packaging quality, missing/incorrect authenticity holograms or serial numbers, spelling errors on labels, and a product that fails when checked against the brand's official authenticity verification tool (many brands offer this online).
When To Use It
Report this if: the brand's own authenticity check flags the product as fake; packaging/labeling looks visibly different from genuine units; or the seller is a third-party marketplace seller with no authorized dealership.
Step-by-Step Process
- 1Use the brand's official authenticity verification tool/serial number checker if available, and screenshot the result.
- 2Raise a return request citing 'counterfeit/fake product' specifically, not just 'not as described'.
- 3Contact the brand directly — many brands maintain their own anti-counterfeiting teams and can confirm in writing that the item is fake.
- 4Escalate to the platform's Grievance Officer with the brand's confirmation attached.
- 5File with the National Consumer Helpline (1915) for the refund dispute, and separately consider reporting to local police for counterfeit trade if the seller is clearly operating at scale.
Documents Required
- Photos of the product, packaging, and any serial numbers/holograms
- Authenticity check result from the brand
- Order ID and invoice
- Brand's written confirmation if obtained
Fees
Refund escalation is free. Reporting counterfeit trade to police is also free.
Processing Time
Refund resolution once authenticity is confirmed: typically 1-2 weeks. Brand confirmation letters can take a few days to a couple of weeks depending on the brand.
Important Tips
- Getting the brand's own confirmation in writing is the strongest possible evidence — platforms rarely dispute this once obtained.
- Check for 'Fulfilled by [Platform]' vs. third-party seller status — counterfeit risk is generally higher with unfamiliar third-party sellers.