Policies & Guidelines
Our Core Principle: We are a curated marketplace connecting conscious customers with independent makers. We are not a monolithic retailer. These policies exist to ensure a transparent, fair, and high-quality experience for everyone involved.
1. Order Processing & Fulfillment Policy
- Processing Time: Vendors set their own processing times (typically 1-5 business days), which are displayed on each product listing. This is not shipping time. This is the time the maker needs to prepare, craft, or package your item.
- Order Fulfillment: Once an order is marked “shipped” by the vendor, you will receive a notification with tracking information if available.
- Delays: If a vendor encounters a significant delay, they are required to notify you through our system. We empower customers to contact us if communication breaks down.
- Strategic Note: This sets clear expectations and puts the onus on vendors for accurate processing times, reducing customer service queries to you about “where is my order.”
2. Shipping Policy
- Shipping Carriers & Costs: Each vendor selects their own shipping methods and sets costs. These are calculated at checkout. We do not control postal or courier services.
- Shipping Times: Domestic shipping typically takes 3-10 business days after the item is shipped, depending on the service chosen. International shipping times vary widely (10-30+ business days).
- Customs & Import Duties: For international orders, any customs fees, taxes, or import duties are the sole responsibility of the customer. We cannot predict or control these charges.
- Lost/Stolen Packages: We are not liable for packages marked as “delivered” by the carrier. For packages lost in transit, we will facilitate communication between the customer and vendor to resolve the issue, which may include the vendor filing a claim with their shipping carrier.
- Strategic Note: Crucial to disclaim liability for international fees and final-stage delivery. It protects you and the vendor.
3. Returns, Exchanges, & Refunds Policy (THE MOST IMPORTANT SECTION)
Given the handmade/crafted nature of our products, we employ a firm, vendor-managed policy.
- General Policy: All sales are considered final unless an item arrives Damaged, Defective, or Significantly Not As Described (SNAD). We do not accept returns for:
- Change of mind or wrong size/color choice.
- Minor imperfections that are characteristic of handmade items.
- Items that are made-to-order or personalized/customized.
- Damaged or SNAD Items:
- Customer must contact us within 48 hours of delivery and provide clear photos/video of the issue.
- We will mediate between the customer and the vendor to determine a fair resolution.
- Resolutions are at the vendor’s discretion and may include: a partial refund, a repair (if possible), a replacement, or a full refund with return.
- If a return is required for a refund, the vendor provides a return shipping label and instructions. The refund is issued once the item is received back in its original condition.
- Non-Delivery (Vendor Shipped, No Tracking/Proof): If an item has no tracking or proof of delivery and the customer has not received it after a reasonable timeframe ([30 days domestic, 60 days international]), we will intervene and work with the vendor to issue a refund to the customer.
- Platform Refund Authority: In cases where a vendor is unresponsive or a clear policy violation has occurred, [Your Marketplace Name] reserves the right to issue a refund on behalf of the vendor, which will be deducted from the vendor’s pending balance or future sales.
- Strategic Note: This policy is the backbone of your platform. It protects vendors from unfair returns while giving customers a clear, mediated path for legitimate issues. The final clause is your ultimate enforcement tool.
4. Payment & Fees Policy
- For Customers: We accept all major credit/debit cards, PayPal, and other secure payment gateways. You are charged at the time of purchase.
- For Vendors: Payouts are issued [e.g., every two weeks on Monday] for orders that have been marked as “delivered” or have been delivered for more than [e.g., 7 days] without dispute. A [X]% commission per sale is retained by the platform. Vendors are responsible for their own income reporting and taxes.
- Strategic Note: Clear payout schedule reduces vendor inquiries. The commission is stated transparently.
5. Vendor Code of Conduct & Product Guidelines
- Authenticity & Description: All items must be handmade, handcrafted, designed, or curated by the vendor. Product descriptions and images must be accurate and representative.
- Prohibited Items: Vendors may not sell items that are mass-produced from third-party wholesalers (unless explicitly approved as a curated collection), counterfeit, illegal, or violate intellectual property rights.
- Communication: Vendors must respond to customer messages via our platform within 48 business hours.
- Shipping Commitment: Vendors must ship within their stated processing time or communicate proactively about delays.
- Consequences: Violation of this code may result in listing removal, store suspension, or permanent removal from the marketplace without payout for pending orders in dispute.
- Strategic Note: This gives you the contractual right to remove bad actors and maintain marketplace quality. It’s essential for your brand’s reputation.
6. Intellectual Property (IP) Policy
- Vendor Responsibility: Vendors affirm that they own the rights to, or have licensed, all designs, images, and content they upload. We respect the intellectual property of others and will remove infringing material upon receipt of a valid DMCA or IP takedown notice.
- Marketplace License: By listing on our platform, vendors grant [K-social Marketplace] a non-exclusive, worldwide license to use, display, and promote their product images and information for the operational and marketing purposes of the marketplace.
- Strategic Note: Protects you from IP lawsuits and clarifies that you can feature their work in your Instagram ads, etc.
7. Privacy Policy
- We collect only necessary data to process transactions and improve the site experience. We never sell customer data.
- Customer information is shared with the vendor only to the extent required to fulfill the order (shipping address, order details).
- We use industry-standard security measures (SSL encryption).
8. Contact & Dispute Resolution
- For order-specific issues, customers are encouraged to first message the vendor directly through their store page.
- If a satisfactory resolution is not reached within 3 business days, please contact our support team at [admin@k-socail.com].
- We act as a neutral mediator to find a fair solution in line with these policies.
- Strategic Note: This encourages direct resolution first, preventing you from being the first line of contact for every minor issue.
