Policy
Authenticity commitment
Version 2026-06-A • Last updated: June 1, 2026
What “authentic” means on Wehoz
Every product listed on Wehoz must be genuine — manufactured by, or under license from, the rights holder of the brand on the label, sold to the seller through a legitimate supply chain, and matched accurately to the listing photos, title, and description. Counterfeit goods, replica goods, “OEM-style” lookalikes sold as branded, and repackaged goods sold as unopened are all prohibited.
How we screen before a listing goes live
New sellers pass an identity-verification and business-verification check before they can publish. Listings in high-risk brand categories enter a manual review queue where our trust & safety team checks for: matched-up supply chain documentation, image and packaging anomalies known to be associated with fakes, MSRP/wholesale price plausibility, and seller history. Sellers with verified Brand Registry partnerships get faster review on their own brand’s listings.
How buyers can report a suspected counterfeit
If you received an item that you believe is not genuine, or you see a listing on the Site that you suspect, file an authenticity report. We accept reports from anyone — buyers, brand owners, and outside watchdogs.
- Open the product page you want to report (or use our report form).
- Tell us what looks wrong: packaging, materials, smell, font on the logo, missing serial number, hologram, anything specific.
- Upload photos showing the item next to its packaging and any included paperwork.
- Provide your contact email so we can follow up with the outcome.
We acknowledge every report by email within 24 hours and aim to deliver a determination within three to five business days; brand-verification cases that require coordination with the rights holder may take longer.
Submit a report
You can file a report from any product page (“Report this listing”) or by emailing authenticity@wehoz.com with the information described above. We will track your case under a unique report number that starts with WAR-.
How we investigate
The trust & safety team reviews the evidence, requests supply-chain documentation from the seller (invoice, distributor letter, or authorization), and where appropriate consults the brand owner’s authorized representative through our Brand Registry. During the investigation, we may temporarily suppress the listing from search and from new buyer-facing surfaces while it remains accessible to the existing buyer for purposes of the report.
What happens when we confirm a counterfeit
If we confirm that a listing is inauthentic, we will:
- remove the listing immediately;
- refund every buyer who purchased the item within the prior twelve months and notify them by email;
- hold the seller’s pending payouts until the refund cycle completes;
- issue a strike against the seller’s account under our repeat-infringer policy;
- where the matter is serious or repeat, suspend or terminate the seller’s account and report the activity to the rights holder and, where appropriate, to law enforcement.
Bad-faith reports
Filing a knowingly false or bad-faith authenticity report is itself a violation of our Terms of Use and may result in account suspension. Disagreement about authenticity is fine; willful misrepresentation is not.
If your dispute is about a specific order
If your concern is about a particular item you bought, you may also have grounds for a Buyer Protectionclaim under the “counterfeit or inauthentic” reason code. Authenticity reports and Buyer Protection disputes run on parallel tracks; you can file both.
Brand owners
If you own or represent a brand and you want to enroll in our Brand Registry program for faster review, listing-control tools, and direct routing of authenticity reports about your brand, visit /brands.