How to Deal with Fake or Defective Goods and Services

Nothing is more frustrating than purchasing a product or service, only to realize it is fake or defective. Whether it’s an electronic device that stops working after a day, a counterfeit designer bag, or a poorly delivered service, knowing how to handle the situation can save you time, money, and stress.

This guide outlines practical steps to take when you encounter fake or defective goods and services in Nigeria.

1. Identify the Issue Immediately

As soon as you notice a problem, check whether the product is:
✔ Fake (counterfeit or imitation of an original brand)
✔ Defective (damaged, expired, or not functioning as expected)
✔ Misrepresented (different from what was advertised or promised)

If it’s a service, consider whether it was poorly executed or failed to meet agreed-upon standards. Documenting the issue early helps when filing complaints or seeking redress.

2. Gather Evidence

Before taking action, collect proof to support your claim. This includes:

• Receipts or invoices as proof of purchase
• Photos or videos showing the defect or fake item
• Packaging and labels for authentication checks
• Communication records (e.g., emails, chats, or calls with the seller)

Strong evidence increases your chances of getting a refund or replacement.

3. Contact the Seller or Service Provider

The first step in resolving the issue is to reach out to the seller or service provider.

• Visit the store, website, or online platform where you made the purchase.
• Politely explain the issue and request a refund, replacement, or repair.
• If necessary, refer to their return or refund policy.

Many businesses are willing to resolve complaints to maintain customer trust.

4. Escalate the Complaint If Necessary

If the seller refuses to help, escalate the matter by taking these steps:

a. Report to Consumer Protection Agencies

In Nigeria, various agencies handle consumer complaints, including:
✔ Federal Competition and Consumer Protection Commission (FCCPC) – www.fccpc.gov.ng
✔ Standards Organisation of Nigeria (SON) – for counterfeit products
✔ National Agency for Food and Drug Administration and Control (NAFDAC) – for fake drugs and consumables

File a complaint online, call their helpline, or visit their office for assistance.

b. Contact Online Marketplaces (If Applicable)

If you bought the item from platforms like Jumia, Konga, or AliExpress, report the issue through their dispute resolution center. Many online platforms offer buyer protection and refunds.

c. Use Social Media for Public Awareness

If you don’t get a response, consider sharing your experience on social media. Many companies respond quickly to avoid bad publicity. Tag their official pages and include relevant hashtags.

5. Request a Chargeback from Your Bank (If Paid Online)

If you paid via debit/credit card, mobile banking, or a digital wallet, contact your bank to initiate a chargeback. Banks may reverse the transaction if you provide evidence of fraud or a failed service.

6. Consider Legal Action for Serious Cases

If all else fails, legal action may be necessary, especially for expensive purchases. You can:

• Consult a consumer rights lawyer for legal advice.
• Report fraud to the Economic and Financial Crimes Commission (EFCC) if scammed online.
• Take the seller to a Small Claims Court (for disputes under ₦5 million) to seek compensation.

7. Prevent Future Scams or Defective Purchases

To avoid falling victim again, follow these tips:
✔ Buy from trusted stores, brands, and platforms.
✔ Check for certification marks (e.g., NAFDAC, SON) on products.
✔ Read reviews and compare seller ratings before purchasing.
✔ Verify authenticity by checking serial numbers on manufacturer websites.
✔ Always request receipts or invoices for proof of purchase.

Conclusion

Dealing with fake or defective goods and services can be frustrating, but taking the right steps increases your chances of getting a refund or replacement. Always act quickly, gather evidence, and escalate the complaint if necessary. Protect yourself by buying from reputable sources and verifying product authenticity before making a purchase.

Have you ever encountered fake or defective products? Share your experience in the comments!