Discovering that the item you purchased is fake or counterfeit can be a frustrating and disappointing experience. Although prohibited items must not be listed on our marketplace, and we actively monitor published listings, some, slip through the cracks. Therefore, we provide you here with the necessary steps in case of a fake item.
1. Verify the authenticity
Before taking any further steps, it’s essential to verify whether the item you received it genuinely fake. Here’s how to do it:
Request a certificate of authenticity. Genuine and high-value items often come with a certificate of authenticity. Legitimate sellers should be able to provide this document, which can help verify the authenticity of the item and protect your purchase. As a helpful tip: before purchasing expensive items, always ask the seller for such certificate.
Research. Look for official websites, reputable retailers, or brand-specific information to familiarize yourself with the product's features, packaging, authenticity markers, and other distinguishing characteristics.
Compare with the original. Carefully compare the received item with the genuine product. Check for any discrepancies in logos, labels, fonts, or overall quality. Pay attention to details such as stitching, materials used, and any unique identifiers that may be present.
Seek expert opinion. If you're uncertain about the authenticity, consider consulting an expert in the specific product category. Some brands or authentication services offer assistance in determining the legitimacy of items, sometimes even in their flagship stores.
2. Request a return
If you received a fake or counterfeit item, your first course of action should be to request a return. On our platform, you can easily initiate a return, for which you obtain a reimbursement of the item price. Click on something’s wrong > initiate return. Please note that while while we will invoice the shipping fees, as those are external to Marko, it’s important to remember that the responsibility for covering those might lie with the seller.
3. Talk to the seller
Communication with the seller is key in addressing this issue. Reach out to them directly to express your concerns and request their cooperation in resolving the matter. Politely explain the situation and ask whether they would be willing to cover the shipping costs associated with the return. In most cases, sellers may be open to resolving the issue amicably.
4. Initiate a legal claim
If you encounter resistance or find it impossible to resolve the matter through communication with the seller, you may consider initiating a legal claim. Consult with legal professionals or seek advice from relevant consumer protection agencies or insurances in your jurisdiction. They can guide you on the available options for pursuing a legal resolution and seeking compensation.
And...what does Marko do to maintain a counterfeit-free marketplace?
We understand the frustration and inconvenience that can occur when receiving a fake or counterfeit item, even though such items are prohibited on our marketplace. At Marko, we are committed to providing a safe and trustworthy platform, which is why we proactively monitor the listings on a daily basis. We take immediate action to remove any non-compliant listings or address users who fail to follow our rules.
Your cooperation in reporting such incidents to us is greatly appreciated, as it helps us maintain the integrity of our marketplace and take appropriate actions against sellers who violate our policies. Learn more on here.
Remember, Marko Support is here to assist you throughout this process. If you have any questions, encounter difficulties, or require further guidance, don't hesitate to reach out to [email protected].