Authenticity and Counterfeit-Product Complaints Policy

1. Our position#

1.1 Listing counterfeit products is prohibited on the Fawran platform.

1.2 It is prohibited to every Seller under the Seller Agreement, the Seller Code of Conduct and the Prohibited & Restricted Products Policy published in the Seller section of the Legal Center.

1.3 A report of suspected counterfeiting is treated as a priority, because it touches your safety, your money and the Platform's integrity at once.

2. What counts as counterfeit#

2.1 What is not counterfeit: a genuine Item offered at a low price under a promotion, or a genuine parallel-import Item where that is clearly disclosed.

3. Signs that may indicate a counterfeit#

4. What to do if you suspect one#

Step 1 — throw nothing away#

Keep the Item, its packaging, its labels and everything that came with it. That is the evidence.

Step 2 — document it#

Photograph: the Item from several angles, the mark and logo close up, the serial number, the packaging inside and out, any documents included, and any difference from the images shown on the Platform.

Step 3 — report it immediately#

Through the official support channels, stating exactly why you suspect it (for example: “the serial number is unknown to the manufacturer”, or “the logo differs from the genuine one”).

Step 4 — do not use the Item#

Especially cosmetics, food, electrical devices and vehicle parts; a counterfeit can be a real safety hazard.

5. What we do#

5.1 If counterfeiting is established:

5.2 If counterfeiting is not established: we tell you what the decision rested on, and the defect or returns path remains open to you where applicable, as does escalation.

6. Legal footing#

6.1 Article 6(A)(3) of the Consumer Protection Law No. (7) of 2017 treats a good as defective where it does not match the advertised characteristics or does not achieve the results declared to the consumer. A counterfeit sold as genuine sits squarely within that.

6.2 Article 8(A)(1) prohibits publishing any advertisement that misleads the consumer as to the nature, quality, composition or essential characteristics of the good, and Article 8(A)(2) as to its source.

6.3 Article 7(A)(1) obliges the supplier, where the good is defective, to take it back and refund its price at the consumer's request.

6.4 Article 4(d) obliges the supplier to provide products that do not infringe intellectual property rights.

7. If you are a rights owner#

If you own a trade mark or intellectual property right and believe a product listed on the Platform infringes it, your route is in the Intellectual Property Complaints Policy.

8. Bad-faith reports#

8.1 We take every report seriously.

8.2 But a report made in bad faith — to damage a competing Seller, or to obtain a refund on a genuine Item — is abuse under the Acceptable Use Policy.

8.3 A good-faith suspicion is not a bad-faith report, even if the Item later turns out to be genuine. Do not hesitate to report where you have a real doubt.

9. Version history#