Dosh dilemma – Nicola refused to accept a counterfeit handbag

Nicola had been eyeing a designer handbag for months. When she spotted it on an online marketplace for nearly half the usual price, she couldn’t believe her luck.

The seller seemed legitimate, with professional photos and lots of glowing reviews, so she quickly placed the order.

But when the parcel arrived, excitement turned quickly to disappointment. The fabric felt cheap, the stitching was uneven, and the brand logo didn’t look right at all.

Refusing to accept what was clearly a fake, Nicola contacted the seller, who denied selling counterfeit items and refused to issue a refund.

So she escalated the case to the marketplace, explaining that the item she received wasn’t as described.

After a lengthy process, Nicola eventually got a refund, but it took a lot of time, energy and persistence.

The experience definitely taught her to be more cautious when shopping online.

How to avoid being caught out by counterfeits:

• Shop with trusted retailers  - if possible, buy directly from a brand’s official website or authorised seller.
• Check the seller carefully – make sure the seller has a real name, verified profile and a physical address.
• Read reviews – look beyond the seller’s star ratings and take the time to read the reviews. Be wary of sellers with lots of overly positive or identical reviews, as they could be fake.
• Be wary of low prices – if an item claims to be authentic but costs a fraction of the usual price, it’s likely to be too good to be true.
• Watch out for overuse of words like ‘genuine’ or ‘real’ - counterfeit sellers often use these terms excessively to sound convincing.
• Use secure payment methods - pay by credit card or a secure platform like PayPal, which may offer purchase protection.
• Be cautious of ‘amazing’ deals - genuine products rarely come with massive discounts.

What to do if you receive a counterfeit item

If you suspect you’ve received a fake product, take action quickly.

• Check the item carefully - look for signs such as poor stitching, low-quality materials, cheap or damaged packaging and misspelt logos. Compare it with images on the brand’s official website if you’re unsure.
• Report it immediately - contact the platform or website where you made the purchase and explain that the item is counterfeit. Then report the seller to Action Fraud to help prevent others from being scammed.
• Know your refund rights:

• You’re legally entitled to a full refund on counterfeit goods within 30 days of payment.
• If it’s been over 30 days but less than six months, the seller must provide a genuine replacement.
• If they can’t supply a real version, they’re legally required to refund you within six months of the purchase date.

• If you paid by debit card - Contact your bank and ask to use the ‘chargeback’ scheme, which can help recover your money if the seller refuses to cooperate.

Counterfeit products aren’t just disappointing, they can be unsafe, poor quality, and difficult to get a refund.

Like Nicola now advises, take a few extra minutes to check before you click, it could save you your dosh and your peace of mind.