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Received a fake product (Jo Malone Perfume) - case not approved and cant be appealed?
Summary: zacingr received a fake product and requested a refund, which was rejected, and they cannot appeal the case. They initially rejected a partial refund from the seller and are now unable to return the item for a full refund as the case is closed. **peaseblossom** suggested contacting their payment provider for help, but john1297576 noted it might be too late for PayPal. zacingr mentioned trying PayPal and contacting eBay customer service, considering their policies against counterfeit items. *vyolla* advised exploring a chargeback if the purchase was funded via a card.
Hi all,
i received a fake product, clearly fake from packaging, bottle and even smells, smelt like TCP.. i requested refund of this and have been rejected and now i'm unable to appeal it as it's saying the case result is final.
I sent all photos and information on the return form however did this after the date for the returns, the seller stated that they would offer 50% refund of which i rejected and then said i could have full refund if i returned the item however now the case is closed i can't do anything?
thank you for any help in advance.
**peaseblossom**
Mentor3 weeks agoContact your payment provider and see if they will help with refund.
zacingr
OP3 weeks agoit was paypal so hopefully this will be ok, but it was a while ago now
john1297576
Mentor3 weeks agoThink you will find you are out of time for paypal as well.
It is very important to open cases within 30 , do not waste time exchanging messages with seller, they will just drag it out until they can avoid refunding.
zacingr
OP3 weeks agoright.. it was for my wifes birthday which i bought in advance, pain in the backside for being organised lol
*vyolla*
Mentor3 weeks agoHow did you fund the PayPal payment? If debit/credit card you can still issue a not as described chargeback via your card provider within 120 days.
zacingr
OP3 weeks agoPayPal balance + PayPal+ points
it says if there's a problem, be sure to contact the seller through PayPal by 25 January 2027. You may be eligible for Buyer Protection
following this route, i've also sent EBay customer service an email to hopefully resolve the issue as it's part of their policies that they do not allow counterfiet items if stated that they're real etc.
red_magpie
Mentor3 weeks agoit's part of their policies that they do not allow counterfiet items
Counterfeit or not, eBay requires buyers to open a case within 30 days of delivery. After that, they will not get involved.
PayPal has the same 30 day time limit for "not as described" disputes. Your payment provider is your best bet, but keep the bottle. Unlike eBay they may not accept buyers' unsupported claims that items are fake, and could require you to obtain independent evidence to confirm this.