This Seller Policy applies to sellers listing furniture or related goods on SofaMend and, where relevant, service partners. It supplements the seller agreement and applicable Indian laws.
Seller identity and onboarding
Provide true legal/business identity, address, authorised representative, contact information and verified payout details. Supply registrations, invoices and tax identifiers only as required by the applicable law and the business arrangement. Do not claim a license, GST registration, trademark or endorsement that you do not hold.
Accuracy of product listings
Every listing must identify the item type, actual material, finish, size, colour, stock status, condition (new, refurbished or used), included components, delivery/assembly scope, warranty and total applicable charges. Listings must not omit known major defects or describe illustrative images as actual stock photographs.
Images and AI-generated illustrations
Actual product images are strongly preferred. Representative illustrations, including AI-generated furniture images, must be clearly distinguished from verified stock. Customers must be able to understand the actual product model, variant, material, colour and condition before purchasing. The seller must not use images belonging to third parties without authorisation.
Pricing, discount and charges
Show genuine price, applicable tax, delivery, packaging or installation charges clearly before order confirmation. Do not fabricate original MRP, scarcity, false discounts or fake testimonials. Do not add undisclosed mandatory charges, misleading preselected extras or unrequested bundled services. Where new discount-history disclosures become effective, implement them before the applicable deadline.
Stock and order acceptance
Keep inventory and lead times up to date. Avoid selling products that are not reasonably available. If an order cannot be honoured, inform the customer and cooperate with the appropriate refund or replacement without misleading delay. Custom items must have approved specifications before manufacture.
Product safety and lawful supply
Do not list unsafe, counterfeit, stolen or prohibited goods. Comply with applicable product-safety, consumer-protection, packaging, labelling, legal-metrology and manufacturer requirements. Imported goods must carry required origin and importer information. Hold evidence of lawful sourcing when reasonably required.
Invoice and seller identification
Provide a lawful invoice or receipt showing the true supplying seller’s name and relevant transaction details. Identify who provides the product warranty and who handles the customer complaint. The platform must not obscure the seller’s responsibility.
Shipping, packing and installation
Use adequate packaging for bulky furniture and reasonable protection during loading and unloading. Honour delivery dates reasonably agreed or proactively communicate delays. Disclose difficult-access requirements or assembly limitations before delivery. Pass customer information only to authorised logistics or installation partners for the specific order.
Customer service and professional behaviour
Treat all customers respectfully. No aggressive collection, harassment, discriminatory treatment, threats or attempts to coerce review changes are permitted. Respond promptly to SofaMend requests concerning damage, missing items, returns, delivery proof and quality disputes.
Return, refund and repair cooperation
Honour statutory return and refund obligations. Do not refuse lawful remedies merely by declaring “no return” or “no warranty.” Inspect complaints fairly and provide evidence-based reasons for decisions. Cooperate with pickup, replacement, repair and documented refund timelines.
Refurbished and used furniture
Identify prior use, repairs, structural alterations and material faults. Describe whether upholstery, springs, woodwork or fittings were replaced or repaired, and any limits of seller warranty. Disclose hygiene or safety issues that a reasonable buyer would need to know.
Custom furniture and approvals
Record dimensions, materials, fabric swatches, colour reference, design and estimated production schedule accepted by the buyer. Seek approval before material substitutions or revised costs. Keep relevant order conversations and approved drawings. A custom-product designation does not eliminate rights for defective supply or deviation from agreed specifications.
Customer data confidentiality
Seller access to names, delivery addresses and phones is only for fulfilment, authorised support or lawful record-keeping. Selling customer lists, unsolicited marketing, sharing home photographs or contacting customers for unrelated promotions without valid permission is prohibited. Notify SofaMend promptly about suspected exposure or misuse.
Market fairness and listings ranking
Listing position may depend on relevance to the search, category match, availability, fulfilment, catalogue quality and other genuine factors as implemented by the platform. Any sponsored placement should be labelled clearly. Sellers must not manipulate reviews, clicks or competing sellers’ offers. Actual ranking factors must match public platform disclosures.
Commissions, payments and settlements
Commission rates, fees, settlement timing, legitimate deductions, chargebacks and taxes must follow the specific seller agreement and applicable law. SofaMend should not make unilateral hidden deductions. Seller payout instructions must be verified; changes may require enhanced authentication to prevent fraud.
Complaints, audits and enforcement
The platform may request records or inspect listings when credible concerns arise. Depending on severity, we may require correction, temporarily pause listings, restrict new orders or terminate accounts in accordance with agreements and applicable law. Sellers should have a reasonable means to respond to mistaken allegations where practicable.
Independent seller versus platform seller
Sellers remain responsible for goods they supply and their own registrations, tax reporting, invoices and legal duties. The platform’s marketplace role does not automatically make every seller an employee or agent of SofaMend, and it does not extinguish SofaMend’s own statutory responsibilities.
Questions and related policies
Review the Terms, Shipping Policy, Return Policy and Privacy Policy. For seller policy disputes, email support@sofamend.store with seller ID and listing or order reference.