If you buy fake masks online, consumers can first negotiate with the merchants and ask them to replace or return them for you. If negotiation fails, consumers can report to the market supervision and management department or bring a lawsuit directly to the people's court. In addition, consumers can also safeguard their legitimate rights and interests through mediation and arbitration.

legal ground

Article 39 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests

Disputes over consumers' rights and interests between consumers and business operators can be resolved through the following channels:

(a) negotiated settlement with the operator;

(2) Requesting consumers' associations or other mediation organizations established according to law to mediate;

(three) to complain to the relevant administrative departments;

(four) according to the arbitration agreement reached with the operator, submit it to an arbitration institution for arbitration;

(5) bring a lawsuit to the people's court.