Guides › Faulty Goods and Refunds › Bought Fake or Counterfeit Goods
Bought Fake or Counterfeit Goods
You are legally entitled to a full refund on fake goods within 30 days of paying. Between 30 days and 6 months the seller may offer a genuine replacement but must refund you if it cannot. If the seller will not help, use chargeback, Section 75 or PayPal's Resolution Centre, and report the seller.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Getting Your Money Back
Your Rights
You're legally entitled to a full refund on fake goods within 30 days of paying. Between 30 days and 6 months the seller may offer a real replacement, but must refund you if it cannot. After 6 months you may get a part refund. Debit card: chargeback. Credit card: chargeback under £100, Section 75 for £100 to £30,000. PayPal: Resolution Centre within 180 days of paying. source
Reporting
Report the Seller
Report the seller to Trading Standards (which may take action but cannot get your money back), or Report Fraud (0300 123 2040) or Crimestoppers. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysFull refund on fake goodsFrom paying
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Stop using the item and keep it with the packaging.
Step 2 of 5
Ask the seller for a full refund. Our free letter templates can write it for you.
Step 3 of 5
If refused, use chargeback, Section 75 or PayPal.
Step 4 of 5
Report the seller to Trading Standards via Citizens Advice.
Step 5 of 5
Report to Report Fraud if it was a scam.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
Prices far below normal are a warning sign of fakes.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/report-fake-or-counterfeit-goods Checked 13 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026