I received fake, defective, or the wrong item from Shopee or Lazada — what can I do?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
You are entitled to what you actually paid for. The Consumer Act (RA 7394) protects buyers against misrepresented, defective, and deceptively sold goods, and an online sale is a valid, enforceable contract under the E-Commerce Act (RA 8792). Your fastest remedy is usually the platform's own return-refund process: open a dispute inside Shopee or Lazada within the return window, upload photos/video of the item as received, and request a refund or replacement. If the platform will not resolve it, or the item is counterfeit, escalate a consumer complaint to the DTI. Selling fakes can also involve intellectual-property and deceptive-sales violations.
Primary sources
Frequently asked
Do I return it or just ask for a refund?
Open the platform's return/refund dispute first and follow its prompts — it will usually let you choose a refund or replacement and tell you whether to ship the item back. Document the item as received with clear photos or video before you send anything back, so your claim is not weakened.
The item is a counterfeit — is that more serious?
Yes. Selling misrepresented or counterfeit goods is a deceptive sales practice under the Consumer Act (RA 7394) and can also raise intellectual-property issues. Report it to the platform and, if unresolved, to the DTI; persistent counterfeit sellers can face regulatory action.
What if the platform sides with the seller?
Escalate a consumer complaint to the DTI, which enforces the Consumer Act over defective and misrepresented goods. Keep your order record, the listing, your dispute messages, and evidence of the item's true condition.
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