Bought something online that turned out to be fake? You're not powerless. Citizens Advice has just released clear guidance showing exactly how to get your money back when you've been sold counterfeit goods – and the rules are stronger than many people realise.
Here's the reassuring truth: under the Consumer Rights Act 2015, it doesn't matter whether you knew an item was fake when you bought it. If goods aren't of satisfactory quality, fit for purpose, or as described, you're entitled to a refund, repair, or replacement. This protection applies whether you shopped online, in-store, or bought from a private seller.
Crucially, even if the seller claims they didn't know the item was counterfeit, their legal obligations to you remain unchanged. You still have rights, and you can still get your money back.
Start by contacting the seller directly to request a refund – this is often the quickest route. But if you paid by credit card and the item cost over £100, you've got additional protection through Section 75 of the Consumer Credit Act 1974. This means your card provider could be liable for a refund even if the seller refuses to cooperate. For debit card purchases, ask your bank about their chargeback scheme, which might help recover your money.
Shopping through online marketplaces like eBay or Amazon? Use their dispute resolution services first – most have specific policies for dealing with counterfeit goods. The key is keeping thorough records: save your receipts, screenshot product descriptions, and keep copies of any messages with the seller. This evidence will strengthen your case considerably.
Don't stop at getting your own money back. Report counterfeit sellers to Trading Standards – it helps protect other shoppers and gives authorities the information they need to crack down on these illegal operations. Every report matters in the fight against fake goods.
With online shopping now such a huge part of our lives, knowing these rights isn't just helpful – it's essential. The guidance comes at a time when more of us than ever are shopping online, making it increasingly likely we'll encounter counterfeit items at some point.