VENDOR OPERATING POLICY AND SELLER TERMS

CELIFIX ENTERPRISES PVT. LTD.

Celifix Enterprises Pvt. Ltd. operates a marketplace platform through which approved vendors may list, market, and supply products to customers. This Vendor Operating Policy and Seller Terms document defines the commercial, operational, legal, compliance, and conduct requirements applicable to vendors working with Celifix Enterprises Pvt. Ltd.

This policy is intended to ensure lawful selling, genuine products, timely fulfilment, fair customer treatment, transparent settlements, responsible vendor behaviour, and proper marketplace governance.

By registering, listing products, accepting orders, supplying products, or continuing to operate on the Celifix Enterprises Pvt. Ltd. marketplace, the vendor agrees to be bound by this policy.

1. Nature of Marketplace Services

Celifix Enterprises Pvt. Ltd. provides marketplace technology and support services, including vendor onboarding, catalogue display, customer order flow, payment coordination, logistics coordination, return management, customer complaint handling, seller performance review, and compliance monitoring.

Celifix Enterprises Pvt. Ltd. does not act as the manufacturer, brand owner, importer, distributor, or owner of vendor products unless specifically stated in writing. The vendor remains the seller of record and is responsible for all product-related obligations, including product authenticity, quality, safety, warranty, packaging, pricing, taxation, and legal compliance.

2. Vendor Eligibility

A vendor may be onboarded only after submission and review of required business documents. These may include GST registration, PAN, company or firm registration proof, business address proof, bank account details, cancelled cheque, authorized representative details, product category details, supplier invoices, brand authorization documents, and any additional compliance document requested by Celifix Enterprises Pvt. Ltd.

Celifix Enterprises Pvt. Ltd. may deny onboarding or suspend an existing vendor if the vendor fails verification, submits doubtful documents, provides false information, does not cooperate with verification, or presents operational, legal, financial, customer, or reputational risk.

3. Vendor Declarations

The vendor declares that:

All listed products are genuine, lawful, and legally sourced.

The vendor has authority to sell the products.

Products are not counterfeit, stolen, expired, unsafe, restricted, prohibited, defective, illegally imported, mislabelled, or infringing any third-party rights.

Product listings are accurate, complete, and not misleading.

The vendor shall comply with GST, tax, consumer protection, packaging, labelling, intellectual property, e-commerce, and all other applicable laws.

The vendor shall provide complete cooperation for disputes, returns, refunds, chargebacks, audits, verification checks, customer complaints, and regulatory queries.

4. Catalogue and Product Display Rules

The vendor shall provide correct catalogue information, including product name, brand, description, image, colour, size, model, specifications, price, tax details, stock status, warranty information, return eligibility, MRP, and any other product detail required by Celifix Enterprises Pvt. Ltd.

The vendor shall not use false claims, copied brand content, misleading product photographs, fake discounting, incorrect MRP, wrong product category, unauthorized brand references, deceptive descriptions, or exaggerated product claims.

Celifix Enterprises Pvt. Ltd. may remove, hide, suspend, or modify any product listing that violates this policy or creates customer, legal, payment, operational, or reputation risk.

5. Restricted Product Control

The vendor must not list or supply any product that is banned, restricted, counterfeit, fake branded, illegally imported, stolen, unsafe, defective, expired, mislabelled, infringing, or otherwise prohibited under law or marketplace rules.

If such products are detected or suspected, Celifix Enterprises Pvt. Ltd. may immediately suspend the listing, cancel orders, hold payouts, refund customers, recover losses, impose penalties, report the issue where required, and terminate the vendor relationship.

6. Authenticity Verification

Celifix Enterprises Pvt. Ltd. may conduct product authenticity checks at any time. The vendor may be asked to provide purchase invoices, distributor invoices, brand authorization letters, supplier details, import proof, warranty proof, stock records, packaging photographs, batch numbers, serial numbers, tax invoices, or other supporting evidence.

Failure to provide satisfactory evidence may be treated as a serious policy breach and may result in listing suspension, payout hold, order cancellation, account restriction, or termination.

7. Order Readiness and Dispatch

The vendor must keep listed products ready for dispatch. Once an order is received, the vendor must pack the correct product securely, include the required invoice or documentation, generate or apply correct shipment labels, and hand over the order within the prescribed timeline.

The vendor shall be liable for product mismatch, dispatch delay, wrong item shipment, damaged shipment due to poor packing, missing item, defective goods, incorrect documentation, or avoidable cancellation.

8. Logistics Support

Celifix Enterprises Pvt. Ltd. may coordinate fulfilment through approved logistics partners. The vendor must cooperate for order pickup, reverse pickup, delivery queries, failed delivery resolution, shipment tracking, and proof of delivery verification.

Vendors shall not use independent delivery arrangements for marketplace orders unless Celifix Enterprises Pvt. Ltd. gives written approval.

9. Customer Claims, Returns and Refunds

The vendor shall cooperate with Celifix Enterprises Pvt. Ltd. in handling customer claims relating to damaged product, wrong item, defective item, missing product, fake product, delayed delivery, product not as described, incomplete accessories, or warranty issue.

Where the claim is caused due to vendor fault, Celifix Enterprises Pvt. Ltd. may approve refund, replacement, cancellation, return, or compensation and recover the cost from the vendor’s current or future payouts.

10. Settlement Calculation

Vendor payment shall be calculated after successful delivery confirmation and order reconciliation. Celifix Enterprises Pvt. Ltd. may deduct marketplace commission, GST on fees, logistics charges, payment gateway charges, refunds, chargebacks, penalties, return charges, customer compensation, and previous outstanding recoveries.

Payout may be delayed or withheld in case of pending proof of delivery, customer complaint, active return, chargeback, suspicious order, incomplete KYC, invoice mismatch, regulatory concern, payment partner query, authenticity concern, or vendor non-cooperation.

11. Vendor Performance Review

Celifix Enterprises Pvt. Ltd. may review vendor performance based on dispatch time, cancellation rate, return rate, complaint ratio, authenticity complaints, packaging quality, delivery success, chargeback ratio, document compliance, stock accuracy, and response time.

Poor performance may result in warning, reduced listing visibility, order limits, payout delay, penalty, suspension, blacklisting, or termination.

12. Data and Customer Protection

The vendor shall use customer information only for order fulfilment. The vendor shall not contact customers for unrelated promotion, share customer data, store customer details unnecessarily, sell customer data, misuse customer information, or divert customers to direct transactions outside the marketplace.

Customer data misuse shall be treated as a serious violation and may result in suspension, payout hold, termination, recovery of losses, and legal action.

13. Vendor Breach and Action

In case of breach, Celifix Enterprises Pvt. Ltd. may take action including listing removal, account restriction, payout hold, order cancellation, penalty, recovery, temporary suspension, permanent termination, blacklisting, and legal proceedings.

The vendor shall indemnify Celifix Enterprises Pvt. Ltd. against any loss, claim, penalty, chargeback, customer complaint, regulatory action, legal dispute, or third-party claim arising due to the vendor’s products, documents, conduct, breach, negligence, or non-compliance.

14. Modification of Policy

Celifix Enterprises Pvt. Ltd. may change this policy from time to time for business, operational, legal, payment partner, logistics partner, compliance, risk management, or customer protection reasons.

Continued participation on the Celifix Enterprises Pvt. Ltd. marketplace after changes are published or communicated shall be deemed acceptance of the revised policy.