What should I do if I've bought a fake product online?

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Act immediately

Answered by Rupert, Electrical Safety Expert

Act immediately.

If you have proof your item is fake, contact the supplier immediately stating your case and ask for an explanation; if there has been a mistake made, now is their chance to clarify.

Demand a refund – but stay civil and calm.

You have the legal right to a refund if you’ve bought something that’s fake. Despite this, it can be difficult if you’ve made the purchase from an unknown source so be sure to pay with PayPal or your credit card, as your purchase will likely be insured.

If the seller refuses to give you a refund.

If you are not able to settle the dispute yourself, contact the retailer that manages the marketplace (such as Amazon) as they are able to intervene on your behalf. If they are unable to help, contact the Citizens Advice consumer helpline on 0808 223 1133 for advice.

Alert other consumers – provide feedback.

If you can, leave feedback to warn future shoppers about the situation and potential problems, but do stick to the facts and make sure any claims are accurate.

Don’t ignore it - report it.

If you know your product is fake, report it to Trading Standards so that they can take action against the seller; selling fake products is illegal and puts people’s lives at risk.

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