Shreemati.com Comprehensive Vendor Agreement

Shreemati.com Comprehensive Vendor Agreement

Effective Date: [System-generated on acceptance]

Platform: shreemati.com, a company incorporated under Indian law.

Vendor: Manufacturer, wholesaler, distributor, or authorized reseller agreeing to sell Products on shreemati.com.

Acceptance: By clicking "I Accept," the Vendor acknowledges having read, understood, and agreed to all terms herein.

1. Definitions

Term Definition
Platform shreemati.com and its affiliates, agents, service providers, and successors.
Vendor Entity or person listed on the Platform as a seller/manufacturer.
Products Apparel, Sarees, Jewellery, Jeans, and accessories sold via the Platform.
Customer End-user purchasing Products through the Platform.
Order Value Gross price paid by Customer, inclusive of taxes, shipping, and discounts.
Payout Amount remitted to Vendor after commissions, reserves, deductions, and holds.
Deposit Security deposit paid by Vendor (refundable per Schedule B).
SLA Service-level agreements defined in Schedule A.
Listing Product information, images, price, specifications, and offers displayed on the Platform.
Market Transaction Information Order-specific info provided by Platform (e.g., total amount, SKU, quantity).
Customer Account Information Customer identity info (name, address, email, phone).

2. Vendor Eligibility & Onboarding

Documentation Required:

  • PAN, GSTIN (if applicable)
  • Cancelled cheque / bank confirmation
  • Business registration certificate
  • Authorized signatory proof
  • Sample invoices (last 3 months)
  • Jewellery-specific: BIS hallmark or gem certificates
Verification: Platform may conduct document verification, site visits, or request samples. False KYC may lead to deposit forfeiture and legal action.

Onboarding Deposit: ₹5,000 refundable (held for chargebacks/penalties).

3. Product Listing & Promotion

Vendors determine products listed on the Platform, but Excluded Products are prohibited.

Listings must comply with applicable law and Platform policies.

Images must remove external logos/marks except for the product itself.

Vendor lists ₹10,000 saree → image may not have third-party logos; must include size, care instructions, and hallmark details.

4. Pricing, Payment, & Commission

Category Commission Example Fees
Apparel/Jeans 12% ₹10,000 sale → ₹1,200 commission
Sarees 14% ₹10,000 sale → ₹1,400 commission
Jewellery 8% + ₹150/order ₹10,000 sale → ₹950 + ₹150 = ₹1,100

Reserve Policy: New vendors → 25% hold for 60 days (risk mitigation against chargebacks/returns).

Settlement Cycles: Prepaid NET 14 days; COD NET 30 days. Platform may withhold TDS/TCS where applicable.

Refunds: Processed through Platform; Vendor reimburses any amounts credited by Platform due to disputes, chargebacks, or guarantees.

5. Order Fulfillment & SLA

SLA Item Requirement
Acceptance window Express SKU: 6h; Standard SKU: 24h
AWB upload Within 12h of pickup
On-time dispatch Target ≥98%; probation if below 95%
Packaging Jewellery: tamper-evident + authenticity certificate; Apparel: polybag + size tag
Returns handling Inspect and report condition within 7 days
Vendor dispatches a Saree after 26 hours → below SLA → penalty applies.

6. Returns & Refunds

  • Apparel/Jeans/Sarees: 15-day return window.
  • Jewellery: 7-day return window unless otherwise agreed.
  • Vendors bear responsibility for refunds related to their products, except where BY shreemati fulfillment applies.

7. Customer Service

Vendor handles product-related customer service: pricing, delivery, returns, technical support, and warranty.

Platform handles payments, guarantees, and credit card issues.

Response times: Customer queries 24h, order disputes 72h.

8. Taxes & Compliance

  • Vendor must maintain GST registration and issue GST-compliant invoices.
  • Platform may collect TCS (1%) and deduct TDS (as applicable).
  • Vendors are responsible for all tax obligations and filings.

9. Fees, Penalties & Deposit

Deposit: ₹5,000 refundable; settlement after deducting dues/penalties.

Penalty Matrix:

  • Late dispatch: ₹50/order/day (cap ₹1,500)
  • Incorrect item: ₹500 + replacement
  • High return rate: 0.5% of GMV per % above threshold
  • Counterfeit: ₹2,00,000 per SKU + delisting

10. Intellectual Property & Content

Vendor grants Platform a non-exclusive, royalty-free license to use listing content for marketing and operations.

IP Takedown: Vendor must respond to notices within 5 business days; failure results in delisting/penalties.

11. Data Protection & Privacy

  • Vendor may access Customer Account Information only for order fulfillment and returns.
  • Marketing use prohibited without consent.
  • Data breach must be reported within 72 hours.
  • Audit trail must be maintained for 24 months.

12. Insurance Requirements

Coverage Type Standard Vendor Jewellery Vendor
Product Liability ₹1 crore ₹5 crore/year
Goods in Transit Invoice value Full consignment value
Public Liability ₹50 lakh ₹50 lakh

13. Fraud, Guarantees & Reserves

  • Platform bears risk of credit card fraud, except when Vendor does not follow Order Information.
  • Vendor must maintain a Reserve for high chargeback/refund risk.
  • Vendor reimburses Platform for disputed transactions if proof of delivery or order info is not provided.

14. Audit & Compliance

  • Platform may audit books, stock, and invoices on notice or for suspected fraud.
  • Quarterly performance reports required.
  • Non-cooperation constitutes material breach.

15. Termination & Dispute Resolution

With Notice:

Either party may terminate with 30-day written notice.

Immediate Termination:

Fraud, counterfeit, insolvency, repeated violations, safety risk.

Post-Termination:

Outstanding orders fulfilled; funds retained 90 days to cover liabilities.

Dispute Resolution:

Arbitration under Arbitration & Conciliation Act, 1996; Governing law: India.

16. Platform Use & License

  • Vendor granted limited, revocable, non-exclusive license to use shreemati materials strictly for platform use.
  • No reverse engineering, resale, or redistribution allowed.
  • All rights reserved by Platform.

17. Miscellaneous

  • Platform may amend terms with 30 days' notice.
  • Vendor may not assign rights without consent.
  • Continued use constitutes acceptance.

18. Acceptance (Clickwrap)

By clicking "I Accept," Vendor agrees to:

  • All terms of this comprehensive Vendor Agreement.
  • Electronic signature and record of IP, timestamp, and account ID.

Digital Signature: [Captured electronically]

Date: [System-generated]

IP Address: [Recorded]

Schedules (as referenced above)

Schedule A

SLA metrics

Schedule B

Deposit & Reserve mechanics

Schedule C

IP Takedown Procedure

Schedule D

Fees & Commissions

Schedule E

Returns & Refunds

Schedule F

Insurance Requirements

Schedule G

Penalty Matrix

Schedule H

Notice Periods

✅ This gives you information about onboarding, legal obligations, pricing, commissions, reserves, SLAs, returns, taxes, IP, data, audits, penalties, termination, and platform license.

Shreemati Vendor Obligations & Compliance Table

Category Obligation / Requirement Documents / Proof Required Frequency / Timeline Notes / Penalty for Non-Compliance
Legal Entity & Onboarding Be a legally registered entity in India PAN, GSTIN (if applicable), Certificate of Incorporation, Trade license, Authorized signatory proof, Bank details Onboarding False KYC → deposit forfeiture, legal action
Product Documentation Provide proof of manufacturing, wholesale or authorized resale Purchase invoices, factory license, BIS hallmark (jewellery), gem certificates (jewellery > ₹10,000) Onboarding / as required Non-compliance → suspension / delisting
Listing & Promotion List products accurately, no excluded products, remove non-product logos in images Product images, SKU, description, pricing, HSN code Before listing / update as needed Misrepresentation → delisting, penalty
Pricing & Fair Trade Set own product price, comply with anti-dumping laws, MAP policies Price lists, invoices Each product / update as required Underpricing → penalty; overcharging → customer complaints
Order Fulfillment Handle sourcing, storage, dispatch, delivery, returns, refunds Shipping confirmations, AWB, order tracking As orders are placed Late dispatch → SLA penalties, repeated violations → suspension
Customer Service Respond to queries, handle product issues, maintain professional conduct Records of response, emails Customer query ≤ 24h, disputes ≤ 72h Poor service → negative ratings, potential penalties
Taxes & GST Maintain GST registration, issue GST-compliant invoices, calculate TDS/TCS GSTIN, invoices, returns Monthly / quarterly Non-compliance → platform may withhold payments, legal action
Fees & Commissions Pay referral fees, subscription fees, deposit/reserve requirements Proof of payment, agreement acknowledgment Bi-weekly remittance or as agreed Non-payment → account hold, penalties
SLA / Performance Dispatch timelines, order defect rate, return rate compliance Dispatch logs, AWB upload, returns report Real-time tracking / monthly Penalty matrix applies for violations
Packaging & Safety Proper product packaging, safety compliance Packaging photos, certifications Every shipment Non-compliance → delisting, penalty
Insurance Maintain product liability, goods-in-transit, public liability insurance Insurance policies, renewal certificates Annual / as required Non-compliance → suspension / liability on vendor
IP & Content Grant platform license for images, content; follow IP laws N/A Continuous Infringement → delisting, legal action
Data & Communications Use customer data responsibly, comply with privacy laws N/A Continuous Data breach → legal liability
Platform & Market Use Follow platform rules, no reverse engineering, no misuse of URLs N/A Continuous Violation → license termination, account suspension
Returns & Refunds Handle product returns and refunds, route via platform Return reports, refund records As per customer request Non-compliance → customer complaints, penalties
Fraud & Risk Management Report fraud, stop suspicious orders, maintain reserve account if required Transaction logs, proof of delivery Real-time / as requested Fraud → account review, reserve withholding
Audit & Compliance Allow audit of books, stock, invoices Audit reports, original invoices Quarterly / annual Non-cooperation → material breach, penalties
Termination Obligations Fulfill outstanding orders, inventory collection, funds settlement Records of shipped orders, inventory logs Within 30-90 days post-termination Non-compliance → legal action, withheld funds
Governing Law & Dispute Resolution Follow Indian law, arbitration for disputes N/A Continuous Breach → legal action, arbitration
Updates & Amendments Accept platform amendments with notice N/A As notified Continued usage implies acceptance
Shreemati Vendor Compliance Dashboard

🏪 Shreemati Vendor Compliance Dashboard

Complete Visual Reference Guide for Vendor Operations

🟢 Mandatory / Compliant Tasks
🟡 Time-Sensitive / Watch List
🔴 Penalties / High-Risk Actions
🟢 1. Legal & Onboarding
Task Deadline / Notes Risk Level
Register entity in India Before listing 🔴 Cannot sell without registration
Submit PAN, GSTIN, Bank & Trade licenses Before listing 🔴 Non-compliance = deposit forfeiture
Authorized Signatory Proof Onboarding 🔴 Legal action if false
🟢 2. Product Listing & Promotion
Task Notes Risk Level
List only approved products Remove extra logos 🔴 Delisting / Penalty
Provide SKU, description, HSN, stock Keep updated 🟡 Inventory mismatch → SLA breach
🟢 3. Pricing & Sales
Task Notes Risk Level
Set your own price Must comply with MAP & anti-dumping laws 🔴 Legal / Penalty if violated
Sales Proceeds Bi-weekly remittance after fees 🟡 Late payment reporting
🟡 4. Order Fulfillment & SLA
Task SLA Risk Level
Express SKU dispatch 6h 🔴 Late dispatch = ₹50/order/day
Standard SKU dispatch 24h 🔴 Repeat offenses → suspension
Maintain defect rate ≤3% 🔴 Penalty / Probation
Return Rate Apparel ≤6%, Jewellery ≤2% 🔴 Repeat → Account review
🟢 5. Customer Service
Task Deadline Risk Level
Respond to queries 24h 🟡 Poor response → ratings impact
Resolve disputes 72h 🟡 Customer complaints
🟢 6. Taxes & GST
Task Notes Risk Level
Maintain GST, issue invoices With correct HSN 🔴 Non-compliance = withholding
TDS/TCS deductions Automatic by platform 🟡 Check statements regularly
🟢 7. Fees, Commission & Deposits
Task Notes Risk Level
Pay referral fees & subscriptions Monthly / yearly 🔴 Account hold / penalties
Maintain deposit / reserve As per vendor type 🔴 Non-payment = trading restriction
🟡 8. Product Safety & Packaging
Category Requirements Risk Level
Jewellery BIS hallmark, tamper-proof 🔴 Delisting / Penalty
Apparel/Sarees/Jeans Care labels, barcodes, polybag 🔴 SLA non-compliance → penalty
🟢 9. Insurance
Type Minimum Coverage Risk Level
Product Liability ₹1–5 Cr 🔴 Cannot list products without active insurance
Goods in Transit Invoice value 🔴 Loss uninsured
Public Liability ₹50 L 🟡 Check annual renewal
🟢 10. Intellectual Property & Content
🟢
Only use authorized content and trademarks.
🔴
IP violations → Delisting + legal action.
🟡 11. Fraud & Risk Management
🟡
Report fraudulent orders immediately.
🟡
Maintain reserve if required.
🔴
Fraud or high chargebacks → Account review / reserve hold.
🟢 12. Data & Communications
🟢
Handle customer info responsibly.
🟢
Do not share externally.
🟢
Comply with IT Act & privacy laws.
🟡 13. Audit & Compliance
🟡
Cooperate with audits.
🟡
Provide invoices, stock records on request (≤7 days).
🔴
Non-cooperation → Material breach.
🟡 14. Returns & Refunds
🟡
Process via platform tools.
🟡
Reimburse platform for customer refunds.
🔴
Non-compliance → Customer complaints / penalties.
🟢 15. Platform Usage
🟢
Follow platform rules; no reverse engineering.
🟢
Use provided URLs correctly.
🔴 16. Termination
🔴
Collect inventory within 30 days.
🔴
Funds held 90 days for liabilities.
🔴
Violations → Legal action.
🟡 17. Dispute Resolution
🟡
Arbitration under Indian law.
🟡
Injunctive relief possible for fraud/IP/safety issues.

📋 Shreemati.com Vendor T&C

Explanation Guide (v1.0)

1 Onboarding Deposit: ₹5,000 (Refundable)

Definition:

Security deposit held at onboarding, refundable after deductions for dues, penalties, or chargebacks.

Example: Vendor deposits ₹5,000 → incurs ₹500 penalties → refund = ₹4,500.
Purpose: Protects platform against financial risks and encourages compliance.
✅ Standard marketplace practice
Recommended Adjustments: Define deduction types, refund timeline (90 days), and adjustments for short-term vendors.

2 Commission Rates

Definition:

Platform deducts commission before vendor payout:

  • Apparel/Jeans: 12%
  • Sarees: 14%
  • Jewellery: 8% + ₹150/order
Example: Saree sale ₹10,000 → commission 14% → vendor receives ₹8,600. Jewellery ₹5,000 → commission 8% + ₹150 → vendor receives ₹4,450.
Purpose: Platform revenue; covers operational costs.
✅ Standard for Indian marketplaces
Recommended Adjustments: Clarify GST applicability; consider tiered commission for high-volume vendors.

3 Settlement Cycles

Definition:

Prepaid orders: NET 14 days; COD orders: NET 30 days after confirmation. Platform may deduct TCS/TDS.

Example: Prepaid saree delivered 1st Oct → payout 15th Oct. COD jeans delivered 1st Oct → payout 31st Oct.
Purpose: Ensures reconciliation, allows handling returns/disputes.
✅ Standard practice
Recommended Adjustments: Specify impact of disputes or returns; communicate tax deductions.

4 Reserve Policy (New Vendors 25% for 60 Days)

Definition:

25% of payouts withheld for 60 days for risk mitigation.

Example: Vendor earns ₹10,000 → paid ₹7,500 immediately; ₹2,500 held → released after 60 days if no issues.
Purpose: Protects against returns, fraud, and first-time vendor risks.
✅ Industry standard
Recommended Adjustments: Define events for extended withholding; consider tiered release for high-performing vendors.

5 Return Windows

Definition:

Customer can return products within specified periods:

  • Apparel/Sarees/Jeans: 15 days
  • Jewellery: 7 days
Example: Jeans ordered 1st Oct → return by 16th Oct; Jewellery ordered 1st Oct → return by 8th Oct.
Purpose: Protects customer rights; reduces disputes.
✅ Standard
Recommended Adjustments: Clarify who bears return shipping; define exceptions for damaged/defective items.

6 On-Time Dispatch Target

Definition:

≥98% orders dispatched on time; probation below 95%.

Example: 100 orders → ≥98 on time → compliant. 94 on time → probation.
Purpose: Ensures timely delivery and customer satisfaction.
✅ Achievable; high standard for organized vendors
Recommended Adjustments: Define probation consequences; allow exceptions for uncontrollable events.

7 SLA — Acceptance Window

Definition:

Express SKUs: 6 hours; Standard SKUs: 24 hours to accept orders.

Example: Express saree ordered 10 AM → accept by 4 PM. Standard jeans ordered 10 AM → accept by next day 10 AM.
Purpose: Reduces cancellations, ensures quick processing.
✅ Feasible with notifications and inventory readiness
Recommended Adjustments: Define missed window consequences; include alerts.

8 AWB Upload

Definition:

Vendors upload Air Waybill/tracking within 12 hours of pickup.

Example: Jewellery picked up 10 AM → AWB uploaded by 10 PM same day.
Purpose: Enables tracking; reduces missed deliveries.
✅ Standard practice
Recommended Adjustments: Allow grace period for tech issues; penalties for repeated violation.

9 Packaging

Definition:

Jewellery: tamper-evident + authenticity certificate; Apparel: polybag + size tag.

Example: ₹50,000 jewellery → sealed with certificate. Sarees → polybag with size tag.
Purpose: Ensures authenticity, safety, and reduces disputes.
✅ Standard; slightly increases costs
Recommended Adjustments: Define packaging standards; inspection process.

10 Returns Handling

Definition:

Inspect returned items and upload condition report within 7 days.

Example: Saree returned 1st Oct → report by 8th Oct; includes condition status.
Purpose: Ensures clarity, accountability, and inventory accuracy.
✅ Feasible with SOPs
Recommended Adjustments: Specify consequences of delay; require photo evidence for high-value items.

11 Penalty Matrix

Definition:

Financial/operational penalties for violations.

Examples:
  • Late dispatch: ₹50/order/day (cap ₹1,500)
  • Incorrect item: ₹500 + replacement
  • High return rate: 0.5% of GMV per % above threshold
  • Counterfeit listing: ₹2,00,000 per SKU + delisting + possible deposit forfeiture
Purpose: Ensures compliance and accountability.
✅ Standard and measurable
Recommended Adjustments: Define return thresholds; allow dispute process; verify counterfeit claims legally.

12 Tax Compliance

Definition:

Vendors issue GST invoices; platform may collect TCS (1%) and deduct TDS.

Example: ₹10,000 order → GST invoice, TCS ₹100 collected, TDS deducted as applicable.
Purpose: Ensures legal compliance; protects platform and vendors.
✅ Mandatory by law
Recommended Adjustments: Clarify liability for errors; examples for cross-state/COD; guidance for new vendors.

13 Jurisdiction & Dispute Resolution

Definition:

Governing law: India; arbitration under Arbitration & Conciliation Act, 1996; courts for injunctive relief: Indore or Jalpaiguri.

Example: Vendor dispute → first arbitration; urgent injunction → local High Court.
Purpose: Provides clear legal framework and enforceability.
✅ Standard practice
Recommended Adjustments: Confirm arbitration seat, language, and escalation steps.

14 Onboarding Checklist

Definition:

Vendors submit PAN, GSTIN, bank proof, registration, invoices, hallmark/certificates.

Purpose: Verify identity, credibility, and compliance.
✅ Standard
Recommended Adjustments: Timeline for submission; consequences of incomplete documentation; upload formats/limits.

15 Acceptance Clickwrap

Definition:

Vendor consents electronically by clicking checkbox; metadata recorded.

Example: Vendor clicks "I accept" → IP, timestamp, user agent logged.
Purpose: Legally binding acceptance without paper signature.
✅ Recognized under IT Act 2000
Recommended Adjustments: Record agreement version; link to full agreement; procedure for updates.

16 Vendor Terms Summary

Definition:

Condensed extract of key terms; full agreement governs.

Purpose: Quick reference; improves understanding and reduces disputes.
✅ Standard practice
Recommended Adjustments: Prominent disclaimer; ensure consistency with full agreement; visual highlights for key items.

No matching terms found

Try a different search term

This guide consolidates all critical operational, financial, legal, and onboarding clauses into a vendor-friendly, enforceable reference.

💰 Vendor Payout Calculator

Calculate your actual earnings after all deductions

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📋 Important: GST Liability
You must remit ₹0.00 as GST to the government when filing your returns. This amount is NOT included in your bank payout.

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Shreemati.com Vendor FAQ

Vendor FAQ - Shreemati.com

Everything You Need to Know About Selling on Our Platform

Getting Started Fees & Payments Order Fulfillment Compliance Returns Penalties Support

Getting Started

What documents do I need to register as a vendor?

To register on Shreemati.com, you need:

  • PAN Card - Mandatory for all vendors
  • GSTIN - If applicable for your business
  • Cancelled cheque or bank confirmation
  • Business registration certificate
  • Authorized signatory proof
  • Sample invoices - Last 3 months
  • For Jewellery vendors: BIS hallmark certificates or gem certificates
Warning: False KYC information may lead to deposit forfeiture and legal action.
What is the onboarding deposit and is it refundable?

The onboarding deposit is ₹5,000 and it is fully refundable.

This deposit is held as security for potential chargebacks and penalties. It will be refunded after deducting any outstanding dues when you close your vendor account.

Example: If you incur ₹500 in penalties during your tenure, you'll receive ₹4,500 back when closing your account.
Who can become a vendor on Shreemati.com?

You can become a vendor if you are:

  • A manufacturer
  • A wholesaler
  • A distributor
  • An authorized reseller

You must be a legally registered entity in India and able to provide all required documentation.

Fees & Payments

What are the commission rates for different categories?

Commission rates vary by product category:

Category Commission Rate Example (₹10,000 sale)
Apparel/Jeans 12% ₹1,200 commission
Sarees 14% ₹1,400 commission
Jewellery 8% + ₹150/order ₹950 commission
Note: All commissions are exclusive of GST. An additional 18% GST applies on commission amounts.
When will I receive my payment?

Payment cycles depend on the payment method used by the customer:

  • Prepaid orders: NET 14 days (payment within 14 days after delivery)
  • COD orders: NET 30 days (payment within 30 days after delivery)

The platform may withhold TDS/TCS as per applicable tax laws.

What is the Reserve Policy for new vendors?

For new vendors, we hold 25% of payouts for 60 days as a risk mitigation measure.

Example: If you earn ₹10,000, you'll receive ₹7,500 immediately and ₹2,500 will be released after 60 days if there are no issues.

This protects against returns, chargebacks, and fraud risks common with first-time vendors.

Are there any additional fees I should know about?

Yes, additional fees may include:

  • Payment Gateway Fee: Typically 1.8-2% of order value
  • TCS (Tax Collected at Source): 1% of order value
  • TDS (Tax Deducted at Source): As per applicable rates
  • Fixed Platform Fee: For jewellery - ₹150 per order

Order Fulfillment & SLA

What are the order acceptance windows?

You must accept orders within:

  • Express SKUs: 6 hours
  • Standard SKUs: 24 hours
Important: Missing these windows may result in automatic cancellation and impact your performance metrics.
What are the dispatch requirements?

You must maintain:

  • On-time dispatch target: ≥98% of orders
  • AWB upload: Within 12 hours of pickup
  • Probation trigger: If dispatch rate falls below 95%
Tip: Set up automated notifications to ensure you never miss dispatch deadlines.
What are the packaging requirements?

Packaging requirements vary by category:

Category Requirements
Jewellery Tamper-evident packaging + authenticity certificate
Apparel/Sarees/Jeans Polybag + size tag + care instructions
How quickly must I respond to customer queries?

Response time requirements:

  • General customer queries: Within 24 hours
  • Order disputes: Within 72 hours

Poor response times can affect your seller rating and may result in penalties.

Tax & Legal Compliance

What are my GST obligations?

As a vendor, you must:

  • Maintain valid GST registration
  • Issue GST-compliant invoices for all orders
  • Include correct HSN codes on invoices
  • File regular GST returns
Warning: Non-compliance with GST requirements may result in payment withholding and legal action.
What insurance coverage do I need?

Required insurance coverage:

Coverage Type Standard Vendor Jewellery Vendor
Product Liability ₹1 crore ₹5 crore/year
Goods in Transit Invoice value Full consignment value
Public Liability ₹50 lakh ₹50 lakh
Can I use customer data for marketing?

No. Customer data provided by the platform can only be used for:

  • Order fulfillment
  • Processing returns
  • Addressing customer service issues
Privacy Violation: Using customer data for marketing without consent may result in legal action and account termination.

Returns & Refunds

What are the return windows for different products?

Standard return windows are:

  • Apparel/Sarees/Jeans: 15 days from delivery
  • Jewellery: 7 days from delivery

You must inspect returned items and upload a condition report within 7 days of receiving the return.

Who bears the cost of returns?

Return costs depend on the reason:

  • Customer change of mind: Customer bears shipping cost
  • Defective/Wrong product: Vendor bears all costs
  • Damaged in transit: Covered by transit insurance
What are acceptable return rates?

Maximum acceptable return rates:

  • Apparel: ≤6%
  • Jewellery: ≤2%
Note: Exceeding these rates triggers penalties of 0.5% of GMV per percentage point above threshold.

Penalties & Violations

What are the common penalties I should be aware of?

Key penalties include:

Violation Penalty
Late dispatch ₹50/order/day (cap ₹1,500)
Incorrect item shipped ₹500 + replacement cost
High return rate 0.5% of GMV per % above threshold
Counterfeit products ₹2,00,000 per SKU + delisting
What can lead to immediate account termination?

Immediate termination triggers include:

  • Selling counterfeit products
  • Fraud or fraudulent documentation
  • Insolvency or bankruptcy
  • Repeated serious violations
  • Creating safety risks for customers
Important: In case of termination, funds may be held for 90 days to cover potential liabilities.
Can I dispute penalties?

Yes, you can dispute penalties through:

  1. Submit dispute within 7 days of penalty notification
  2. Provide supporting documentation
  3. Platform reviews within 15 days
  4. If unresolved, proceed to arbitration

Support & Resources

How can I contact vendor support?

Support channels available:

  • Email: vendor.support@shreemati.com
  • Phone: 1800-XXX-XXXX (9 AM - 6 PM)
  • Vendor Dashboard: Raise tickets directly
Tip: For fastest resolution, use the vendor dashboard to raise tickets with order IDs and relevant screenshots.
What happens during platform audits?

Platform may conduct audits to verify:

  • Books and financial records
  • Stock and inventory
  • Invoice compliance
  • Product authenticity

You must cooperate with audits. Non-cooperation is considered a material breach and may lead to penalties or termination.

How are disputes resolved?

Dispute resolution process:

  1. Internal Resolution: Through vendor support team
  2. Escalation: To senior management
  3. Arbitration: Under Arbitration & Conciliation Act, 1996
  4. Jurisdiction: Courts of Indore or Jalpaiguri for injunctive relief
Can platform terms be changed?

Yes, the platform may amend terms with 30 days' advance notice.

Continued use of the platform after the notice period constitutes acceptance of the new terms.

Recommendation: Regularly check your vendor dashboard and email for important updates.

This FAQ is a guide only. Please refer to the complete Vendor Agreement for full terms and conditions.

Browse our documentation or contact our support team for assistance.

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Can't find what you're looking for? Our support team is here to help!

Email: support@example.com

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❓ Frequently Asked Questions

How do I reset my password?

Click on "Forgot Password" on the login page and follow the instructions sent to your email.

How can I update my billing information?

Go to Settings > Billing to update your payment methods and billing details.

Is my data secure?

Yes, we use industry-standard encryption and security practices to protect your data.

For questions or concerns, please contact: shreemati.care@gmail.com

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