eBay

lorrierolfe1960 · ‎23-10-2025

I bought two tubs of (what I thought were) Nutripaw probiotic tablets for my dog from a seller. After ordering, and waiting for a week or more the order hadn't arrived. My husband checked on the status for me and discovered that they were coming from China (I neglected to check the location of the seller at the time of ordering).

My husband did a bit of extra research and found that Nutripaw do not sell their products on eBay, and it was clear that the items were likely to be fake. When he told me this, I ordered a tub from Nutripaw direct which arrived a couple of days later. When the other (from China) ones arrived, my fears were indeed confirmed. They do differ subtly from the legitimate ones.

My husband contacted Nutripaw directly with the photos and they confirmed that the Chinese versions are indeed fake. Heaven knows what would have happened if he hadn't spotted this, and what would have happened to our dog!

The problem is that the seller has disappeared from eBay due to violations of eBay policy.

I have reported it to eBay and am awaiting their comeback. I paid through Paypal and thankfully it wasn't a massive amount of money, but is there any likelihood that I might be able to get a refund? Or should I just put this down to experience and a lesson learned?

**peaseblossom** · ‎23-10-2025

Wait to see what ebay say. If they don't help (often it's not possible to do a "not received" case when seller is suspended) start a claim with Paypal direct from your Paypal account. You should get your money back from them.

lorrierolfe1960 · ‎23-10-2025

That is much appreciated and thank you. I would do that first as a matter
of practice, as I have only flagged it with eBay at the moment. One step at
a time.

Much thanks.

plpmr · ‎23-10-2025

you need to open an eBay not as described case -

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

lorrierolfe1960 · ‎23-10-2025

Hi,

Thanks for your suggestion.

Unfortunately when I go to 'purchase history', the first step is to contact
the seller (according to eBay), and to tell them that I wish to return it
as it was not as described. The snag is that the seller's profile and store
has been removed (I assume by eBay) due to 'policy violations'. It would
surprise me if they are back up and operating under a different name and
profile. The reason I say that is that when I bought from them, they were
listed as a new seller. To be deleted so quickly and after me receiving a
counterfeit item from them is pretty dodgy.

Anyway, my husband is on the case now and he's dealing with it for me. He's
had experience of dealing with these types of individuals before.

Thanks once again.

ed_58611 · ‎24-10-2025

The counterfeiting of Nutripaw products was first reported here in July

https://community.ebay.co.uk/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false...

and there have been sufficiently more complaints that ITIF is now involved.

Does your product resemble the ones in the images of the ITIF report here?

https://itif.org/publications/2025/09/23/comments-ustr-regarding-2025-review-notorious-markets-count...

lorrierolfe1960 · ‎25-10-2025

Hi,

Thanks for your infor.

Yes, although the so called 'Nutripaw' product that I bought from the
seller were the All Itch & Immunity Treats the Nutripaw also produce rather
than the Pre Pro and Post-Biotic Treats shown in the link.

I have checked on eBay, and it's awash with cheap Nutripaw products.
Nutripaw themselves have informed me that they don't sell on eBay.

Attached are some photos showing the real item compared with the fake item
that I bought. Where two items are shown in the photograph, the genuine
Nutripaw item is the one on the right.

Four days later, and I still haven't as yet heard a thing from eBay
regarding me getting a refund. Looks like I'll either have to contact
Paypal or just forget it.

Many thanks.

tressygirl · ‎25-10-2025

If the seller has been removed from eBay, you need to contact eBay Customer Services help to open a case, ask them to open that case for you, or they may just refund as they are the ones who removed the seller for it seems, obvious breach of selling regulations.

Do not ask eBay and PayPal at the same time for a refund, it will look like you're after 2 refunds, then neither Company may refund you.

Contact CS first thing when lines first open for ' live agents' 9 a.m. tomorrow, better still 8 a.m. on weekdays, as there's more chance of Dublin answering.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

@lorrierolfe1960

tressygirl · ‎25-10-2025

@plpmr wrote:

you need to open an eBay not as described case -

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

Think eBay have removed seller from their site, OP cannot open a case all seller details removed, they need CS for help with opening a case, or just to refund them.