A local expert from Citizen’s Advice provides timely tips on consumer issues.
Q: I bought a doll for my child recently. I thought it was manufactured by a well-known brand, but I suspect it might be counterfeit. How can I be sure and what are my rights?
A : You’re right to seek advice about this iissue, because counterfeit goods aren’t only illegal, they can be dangerous.
Counterfeit goods are fake products designed to mimic authentic ones and it’s not always easy to spot a knock-off. Fake children’s toys often don’t meet safety standards and can pose choking hazards – poor manufacturing can mean small parts are easily detachable.
It’s not just toys and games – things like clothing, footwear, e-cigarettes, perfumes and media devices can also be counterfeit. Watch out for strangely low prices from well-known brands and signs of poor quality like missing security seals, bad or non-existent packaging, blurry logos and poor stitching.
You may also spot spelling mistakes in the advert or on the packaging. Looking at photos from official sellers can help when making comparisons, and it’s important to only buy products from reputable sellers.
If you have purchased a counterfeit item, there are steps you can take to try and get your money back. You’re legally entitled to a full refund on fake goods within 30 days of your purchase. If it’s between 30 days and six months since you paid, the seller can provide you with a real version of the item first. If they can’t, they’re legally required to give you a full refund. If you paid more than six months ago, you’re only entitled to a part-refund based on how much you’ve used the item and how long you’ve had it.
Sometimes sellers might refuse to refund you, and argue the items were obviously fake because they were very cheap, but they’re breaking the law by selling them and your legal rights still apply. If you paid by debit card, contact your bank and ask to use the ‘chargeback scheme’. If you paid by credit card and the item cost less than £100, you can ask to use the same scheme. If you paid by credit card and the item cost between £100 and £30,000, tell your credit card company you want to make a ‘section 75’ claim to get your money back.
To report counterfeit goods – or get help getting your money back – contact
Citizens Advice Consumer Service
on 0808 223 1133.
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