You received a counterfeit item

If the item 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 the item is fake, contact us with the details of what you bought and where, and include screenshots of your communication with the merchant as well as confirmation that the item is counterfeit.