Guaranteed Genuine is an additional guarantee that we offer on all products sold on our marketplace that are labeled as “Guaranteed Genuine”.
Please note that we DO NOT allow vendors to knowingly sell counterfeit products on our marketplace. While not all products sold on our marketplace are labeled as “Guaranteed Genuine” products, this however does not mean that these products are counterfeit products.
If an item you purchased from a vendor on our marketplace was labeled as “Guaranteed Genuine” and the item was confirmed to be a counterfeit item (item not as described), please contact the vendor to open a dispute for “product not as described” and request an RMA (Return Merchandise Authorization) within 7 days of receiving the product. If the vendor doesn’t solve your issue in a timely manner, then please contact us immediately so we can open an investigation and escalate the dispute with the vendor on your behalf. 
We may ask you to submit as much evidence as you can to assist in our investigation. If we come to the conclusion that the “Guaranteed Genuine” labeled item you purchased is indeed a counterfeit item, then you will receive a full refund.

Scope of the Guarantee

Conditions for submitting requests for refunds
1. The product you purchased must be labeled as “Guaranteed Genuine” but was confirmed to be a counterfeit product (item not as described) instead.
2. You can submit a request for refund within 7 days of receiving your order. You can do this by contacting the vendor you purchase the product from. If the vendor doesn’t solve your issue in a timely manner, then please contact us directly so we can escalate the matter.
3. You may be asked to submit as much evidence as possible to prove that the “Guaranteed Genuine” labeled item you purchased is indeed a counterfeit item.