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What can I do if I've been sold a fake?
Trade Me doesn't allow the sale of fake items. Find out what to do if you’ve bought a fake.
11 December 2024We really try to keep fake and counterfeit goods off our site, but some still get through. Trade Me doesn't allow the sale of fake items.
Selling something as real when it's fake breaks New Zealand's Fair Trading Act and our rules. We don't like when sellers trick other members and take selling fakes very seriously.
How to check a product is fake
Sometimes a fake is obvious, but not always. Here are some things to look for:
- Low quality
- Poor stitching
- Uneven type-setting
- Bad colour matches to the genuine item
- Specific design details or decals missing
- Strange or missing serial numbers.
If something looks wrong, use the internet to compare your item to a real one. You can find comparison videos on YouTube or the brand's website.
What to do if the product is fake
If you think you bought a fake, contact the seller and leave feedback so other buyers know about your experience.
Contact the seller
If you're sure it's fake, contact the seller. Tell them your concerns and ask for a refund. Most problems get solved with good communication. The seller might not have known the item was fake. Give them a chance to fix it. Exchanging phone numbers can be helpful. Set a time limit for their response and tell them what you want to happen.
Leave feedback
Honest feedback helps. If you're unhappy, say so. You can always change your feedback after the issue is solved.
Use your buyer protection
If you can't work things out with the seller and you paid using Ping or Afterpay, you might be able to get help through Buyer Protection. If you bought from a business, they might have extra responsibilities under the Consumer Guarantees Act. This means you could get a full refund, including shipping costs.
Return the item
If the seller wants the item back, they should pay for the return shipping as part of your refund. Take clear close-up photos of the item before you send it back, in case you need them later.
Ultimately, sellers are responsible for selling only genuine items. We're happy to help both buyers and sellers resolve any issues. If you need our help, File a report and we'll step in.
Creative Commons image used courtesy Ramón Cutanda López on Flikr.
