Hi, how can we help?
[Return Refund] How do I raise a return/refund request? - Counterfeit product
If you believe the product you received is unauthentic or counterfeit, even though it was listed as genuine by the seller, you may raise a return/refund request.
Listing showing of the listed product
The product received is not as listed
📌 Important Note:
The "Counterfeit" reason is only applicable to products purchased from Mall, Preferred Plus, and Preferred sellers.
Evidence Requirement:
To support your request, please upload clear photo evidence that shows the difference between the product you received and what was listed.
Recommended details to include:
Product packaging
Logo discrepancies
Comparison with a genuine product (if available)
Proof from the buyer:
Photo(s) of the product received
💡 Guidelines for Evidence:
File size: 10 MB/photo, 30 MB/video (up to 1 min)
Clear, quality evidence (close-ups for defects)
Video evidence is recommended for faulty product returns
Include negotiation history with a seller, if applicable