6.3 What if the traveller purchases a fake or counterfeit item?

For items collected at the Airfrov Collection Centre, requesters are expected to perform a thorough check of the item. By accepting and bringing the product out of the Airfrov Collection Centre, requesters and/or their proxies agree that the Airfrov service was rendered satisfactory. Airfrov will not be able to assist in the case of a dispute if the requested-for item was accepted and collected, or if payment has been released to the traveller after the 7-day self-collection window.

For items sent via Ninja Collect or courier service, any authenticity claims have to be raised directly with Airfrov within 7 days of delivery by the traveller. Airfrov will release payment to the traveller after this 7-day period and once payment is released, Airfrov will not be able to assist in the case of a dispute.

As Airfrov does not possess the expertise in ascertaining the authenticity of products, onus is on the requester to seek the assessment of a qualified 3rd-party (e.g. authorized dealer). Such claims will be handled on a case-by-case basis and should there be sufficient evidence to suggest that the item purchased by the traveller is not authentic, Airfrov can proceed with a full refund. The item will subsequently be returned to the traveller.