Counterfeits and fakes
ScentSell operates a strict zero-tolerance policy on counterfeit fragrances. Listing a fake is grounds for immediate permanent account ban. This page explains what to do if you receive a counterfeit item.
If you receive a counterfeit
Act quickly. You have 72 hours from delivery to open a dispute citing counterfeiting.
Steps:
- Go to your Dashboard → Orders → click the affected order
- Click Open Dispute
- Select "Item is counterfeit or not authentic" as the reason
- Upload your evidence (see below)
- Submit — admin review begins within 24 hours
Evidence to provide
The stronger your evidence, the faster admin can act:
| Evidence type | Notes |
|---|---|
| Photos of the bottle | All sides, including the base and cap |
| Batch code photos | Close-up of the batch code on bottle and box |
| Comparison photos | Side-by-side with an authentic version (if you have one) |
| Purchase receipt from a retailer | If you've bought the same fragrance legitimately before |
| Third-party authentication report | From a fragrance authentication service |
Even partial evidence (e.g. blurry batch code on a suspicious bottle) is enough to open a dispute. You do not need to prove counterfeiting yourself — admin will investigate.
What happens next
- Admin reviews your evidence within 48 hours
- If counterfeiting is confirmed: full refund issued, seller account permanently banned
- If the evidence is inconclusive: admin may request additional information from both parties
- If the dispute is not upheld: you'll be notified with the reason
Do not return the item until admin instructs you to. In confirmed counterfeit cases, ScentSell may arrange return or disposal. Returning the item before admin instructs can complicate the refund process.
Sellers — your obligations
All sellers warrant that every item they list is genuine and as described. Suspected fakes are automatically referred to admin review. Sellers found to have listed counterfeits are permanently banned with no appeal, and any proceeds are reversed.
Report a suspicious listing (before purchase)
If you see a listing you believe is fake before you buy:
- Go to the listing page
- Click Report listing (flag icon)
- Select "Suspected counterfeit" and provide details
Admin reviews all reports within 24 hours.