I received a counterfeit item

If the item bought with your Paysend card was advertised as original but turned out to be counterfeit, try resolving the issue with the merchant first. If they’re uncooperative, you’ll need to gather proof that the item is counterfeit. To do this:

• Try contacting the manufacturer’s support team and get confirmation that the item is not genuine.
• Some merchants allow you to check the product’s authenticity using a serial number or other product ID on their website. Check if that applies in your case.

Once you’ve confirmed that the item is fake, contact our Customer Support team with the following details:

• the description of the goods you bought
• the store or platform where you bought it
• confirmation that the item is counterfeit
• your communication with the merchant — even if it's just your unanswered message to them.