February Advice Column: What to do if you’ve bought fake goods

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? 

You’re right to seek advice about this issue, because counterfeit goods aren’t only illegal, they can be dangerous.    

Fake children’s toys in particular, including dolls, often don’t meet safety standards and can pose choking hazards – poor manufacturing can mean small parts are easily detachable. 

Counterfeit goods are fake products designed to mimic the authentic ones sold by genuine brands. Sometimes it’s easy to spot a knock-off, other times it can be harder to tell.   

It’s not just toys and games – things like clothing, footwear, e-cigarettes, perfumes and media devices can also be counterfeit.   

What to look out for

Things to watch out for include 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 some 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 some 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 been over 30 days since you paid, but less than six months, the seller can provide you with a real version of the item first. If they can’t, then 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.  

Sellers are breaking the law

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 this happens and 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 the Citizens Advice Consumer Service. You can also report a seller to Trading Standards, which investigates criminal activity.   

Citizens Advice Hull & East Riding is an independent local charity which has been providing free, confidential, and impartial advice to people in Hull and the East Riding of Yorkshire for more than 85 years. It helps people overcome their problems and advocate for change to improve lives.  

Last year, the charity helped over 24,000 people in Hull and East Riding resolve more than 112,000 issues. For every £1 invested in its services, society benefits by over £20.    

You can get in touch with Citizens Advice Hull & East Riding by calling the Adviceline on 0808 278 7981 or by completing our online form.