What should I do about a counterfeit item I have received?

[erebuos]

My order was placed on 6 July and I only received my item last friday due to delays.

I have confirmed with the manufacturer that the item received is not issued by them and could be counterfeited. I'm not sure if the seller was aware of this but I have spoken with him and he told me he would try to find more details this monday.

The problem is I don't know how long I have left to ask a refund before the opportunity to do so is closed by ebay. In reality, what I want is the actual item and I'm sure the seller had it because I received two different lots - the original (2 pieces) and the counterfeit (10 pieces).

I was thinking about asking for a refund and when the situation gets resolved I would appeal ebay to revert the situation - that way I'm protected regardless of what happens. But I'm not sure if it wouldn't be more wise to get into contact with ebay before doing something and explaining the situation - perhaps they can extend the timeline to refund.

What should I do?

Thanks.

[tobiasd4 · Accepted solution]

Do not get in to discussions with seller.

You open ebay case for item not as described ASAP,seller provides returns label,

you post back for full refund.

If no label or refund, escalate to ebay on day 9.

Ignore seller excuses, stick with case.

https://resolutioncentre.ebay.co.uk/

[rusticrye]

You're in Portugal and this is the UK site. Log out, and back into the site you registered on (which should be ebay.com if there isn't a site dedicated to Portugal) and use the Help pages and forums over there. We can only supply advice which is relevant to ebayers in the UK, and which therefore may not be relevant to you.

@erebuos 

@tobiasd4