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For Dropspot Lister / Supplier Panel
Effective Date: [●]Last Updated: [●]
This Order Fulfilment, Returns, Refunds & Settlements Policy (“Policy”) applies to every supplier, lister, manufacturer, importer, stockist, trader, brand owner, or other seller-panel user (“Lister”, “Supplier”, “you”) using the Dropspot seller panel.
This Policy forms part of the Dropspot Lister / Supplier Panel Terms and all related Platform Policies. By listing products on Dropspot, accepting or fulfilling orders routed through the Platform, or receiving settlements through the Platform, you agree to be bound by this Policy.
This Policy governs:
order routing and fulfilment obligations;
stock accuracy and dispatch timelines;
packaging and shipment readiness;
returns, replacements, refunds, cancellations, and disputes;
settlements, payout timing, reserves, deductions, set-off, recoveries, and reversals;
allocation of responsibility between Supplier, reseller, buyer, logistics partner, and Dropspot.
2.1 Orders may originate from:
the Dropspot ecosystem;
registered resellers/sellers using your catalogue;
reseller-operated storefronts;
connected channels including Shopify and similar storefronts;
marketing or customer-acquisition efforts undertaken by independent resellers.
2.2 You acknowledge that orders fulfilled by you may be customer-facing orders generated by third-party resellers using your listings under the rights granted through the Platform.
2.3 Dropspot may facilitate order routing, status updates, communication, logistics coordination, settlement processing, or support workflows. Such facilitation shall not be interpreted as making Dropspot the manufacturer, owner, warrantor, or product-liable party for your goods.
3.1 Once an order is accepted, routed, confirmed, or otherwise made available for fulfilment through the Platform, you shall:
maintain sufficient saleable stock for all live listings unless clearly disclosed otherwise;
pack and dispatch the correct item, quantity, size, colour, variant, and bundle;
meet all dispatch timelines and service levels prescribed by Dropspot;
ensure products are undamaged, non-expired, compliant, and saleable at the time of dispatch;
ensure packaging is secure, commercially reasonable, and appropriate for transit;
include all required accessories, inserts, invoices, labels, and statutory declarations where applicable;
keep order status information accurate and updated.
3.2 You shall not:
accept orders for products not actually available;
intentionally delay dispatch;
mark orders as dispatched where pickup readiness does not exist;
substitute products without approval;
split, partially fulfil, or alter orders except as expressly permitted by Platform rules.
3.3 You remain solely responsible for all supplier-attributable fulfilment failures, including wrong item, wrong variant, damaged goods at source, poor packaging, missing items, expiry issues, counterfeit allegations, and stockout-based cancellations.
4.1 You must keep your inventory, stock status, and fulfilment capacity accurate at all times.
4.2 If a listing remains live while stock is unavailable, or if accepted orders cannot be fulfilled due to your stock error, procurement failure, operational issue, or internal delay, Dropspot may:
cancel affected orders;
issue refunds;
debit related costs;
reduce listing visibility;
suspend affected SKUs;
impose reserves or restrictions;
suspend or terminate your account in repeated cases.
4.3 Repeated stock mismatches shall be treated as a material seller performance failure.
5.1 You are responsible for ensuring that the package handed over for pickup is:
correctly packed;
correctly labelled;
ready within pickup timelines;
compliant with declared weight, dimensions, and product description.
5.2 Where loss, damage, leakage, breakage, incorrect shipment, or rejection is attributable to your packaging failure, mislabelling, wrong item dispatch, undeclared product characteristics, or non-compliance, all resulting costs shall be borne by you.
5.3 Use of a logistics partner integrated or suggested by Dropspot does not shift responsibility for supplier-attributable packaging, dispatch, or product errors to Dropspot.
6.1 Dropspot may permit or process order cancellation in accordance with platform rules.
6.2 If cancellation occurs due to:
stock unavailability;
failure to dispatch on time;
supplier refusal to fulfil;
incorrect listing information supplied by you;
product compliance concern;
authenticity concern;
complaint or enforcement action against your listing,
the consequences of such cancellation, including refund costs, customer support costs, logistics costs, penalties, and settlement adjustments, may be allocated to you.
6.3 If cancellation occurs for reasons solely attributable to buyer action or reseller-side customer acquisition conduct, Dropspot may determine allocation in accordance with internal policy and platform records.
7.1 Returns, replacements, refunds, reversals, and customer claims may arise in situations including:
wrong item delivered;
wrong size, colour, quantity, or variant;
missing item or part;
damaged product;
defective product;
expired or near-expiry product;
materially misleading product description;
authenticity complaint;
compliance complaint;
delivery failure;
transit damage;
customer refusal or RTO;
any other reason recognised under Platform policy.
7.2 Dropspot may, at its discretion, facilitate or process a return, replacement, refund, reversal, or support outcome in order to protect the customer experience, reseller experience, payment integrity, or platform reputation.
7.3 Any such facilitation by Dropspot shall not:
be treated as an admission of liability by Dropspot;
convert Dropspot into the seller or warrantor of the product; or
reduce your responsibility where the underlying issue is attributable to your product, listing, packaging, conduct, or fulfilment.
You shall bear responsibility for returns, refunds, replacements, claim costs, and associated deductions where the issue arises from, relates to, or is alleged to relate to:
8.1 defective, damaged, expired, spurious, counterfeit, or unsafe goods;
8.2 wrong product, wrong variant, wrong quantity, wrong colour, or missing components;
8.3 inaccurate or misleading listing content supplied by you;
8.4 poor packaging, poor dispatch condition, or pickup unreadiness attributable to you;
8.5 authenticity, IP, or regulatory complaints;
8.6 product quality falling below what was represented in the listing content provided by you;
8.7 stockout-based cancellations or supplier refusal to fulfil;
8.8 warranty or after-sales issues that are your responsibility.
Dropspot may determine responsibility based on order records, complaint data, images, video, package condition, customer evidence, reseller evidence, logistics data, and internal review.
9.1 Orders may be fulfilled on prepaid, COD, or other permitted payment modes.
9.2 You acknowledge that COD and delivery-related orders may result in non-delivery, refusal, return-to-origin (“RTO”), or reversal.
9.3 Dropspot may allocate responsibility for RTO, refusal, failed delivery, or reversal based on the underlying cause, including:
customer refusal unrelated to product fault;
wrong address or unreachable customer;
supplier delay causing customer refusal;
mismatch between listing and actual product;
packaging issues;
poor delivery experience;
product authenticity or quality concerns;
non-compliant or prohibited product issues.
9.4 Where RTO or delivery failure is attributable, in whole or in part, to your listing, product, delay, packaging, defect, non-compliance, or other supplier-side issue, Dropspot may debit you for resulting losses, return shipping, refund costs, disposal costs, and associated support or operational costs.
9.5 Dropspot may from time to time impose category-based, supplier-based, SKU-based, or order-based restrictions on COD, RTO risk, geography, or fulfilment method.
10.1 Dropspot may require you to provide:
product photos;
batch details;
invoice copies;
packaging proofs;
video evidence;
dispatch proof;
compliance records;
warranty records;
any other information relevant to a claim, dispute, refund, return, or investigation.
10.2 Failure to cooperate, delayed response, incomplete documents, or false documents may result in an adverse determination against you.
10.3 Dropspot may decide claims, settlement holds, and deductions on the basis of available information, platform records, logistics data, customer submissions, reseller submissions, and internal risk review.
10.4 Dropspot’s determination for platform settlement and operational purposes shall be binding unless revised by Dropspot in writing.
11.1 Dropspot may collect, process, reconcile, facilitate, or route settlements in accordance with its commercial model, payment arrangements, and internal payout cycles.
11.2 Any settlement shown in the seller panel shall remain provisional until finally reconciled and may be adjusted for:
returns;
refunds;
reversals;
chargebacks;
cancellations;
COD reconciliation;
deductions;
taxes;
penalties;
reserves;
fraud review;
complaint outcomes;
pricing or commission corrections.
11.3 Dropspot may determine the payout cycle, minimum payout threshold, reserve amount, holding period, reconciliation mechanism, and payout release conditions at its discretion or as separately communicated.
11.4 Dropspot may withhold or delay payout where:
there is an active complaint, investigation, or dispute;
high return or defect patterns are detected;
documents are pending;
fraud or authenticity concerns arise;
chargeback or payment reversal risk exists;
your account is suspended or under review.
12.1 You expressly authorise Dropspot to deduct, withhold, set off, recover, or retain amounts due from you against any current or future payouts, settlements, credits, or receivables, including amounts relating to:
refunds and replacements;
return shipping and forward shipping losses;
RTO losses;
chargebacks and payment reversals;
customer compensation;
reseller claims attributable to your product or listing;
defect claims;
IP or compliance complaint costs;
overpayments;
wrong pricing uploads;
tax adjustments;
support, handling, packaging, or disposal costs;
any loss or liability arising from your breach of Platform Policies.
12.2 If amounts due from you exceed the funds available in your payout account, you shall pay the balance to Dropspot on demand.
12.3 Dropspot may continue recovery action after delisting, suspension, termination, or account closure.
13.1 Dropspot may create and maintain rolling reserves, fixed reserves, temporary holds, or risk buffers against your account based on:
product category;
RTO rate;
return rate;
complaint history;
defect rate;
authenticity risk;
account age;
COD exposure;
order volume;
fraud indicators;
payout exposure.
13.2 Such reserves may be revised, increased, retained, or applied by Dropspot at its discretion where commercially or legally necessary.
13.3 Maintenance of a reserve or hold does not imply wrongdoing by Dropspot and does not reduce your obligations under these Terms.
14.1 Dropspot may issue a customer-facing refund, replacement, credit, or other goodwill resolution before finally determining liability between platform participants.
14.2 Such customer-first action shall not:
prejudice Dropspot’s right to recover from you;
be treated as an admission that Dropspot was the seller or liable party;
limit Dropspot’s enforcement, set-off, or recovery rights.
14.3 Where Dropspot reasonably determines that the underlying issue is attributable to you, Dropspot may fully recover the associated costs from you.
You warrant on a continuing basis that every order fulfilled by you will be fulfilled:
using genuine and lawfully saleable inventory;
in accordance with the listing information supplied by you;
with commercially reasonable care;
in compliance with all applicable laws and category requirements;
without misleading substitution, downgrade, tampering, or concealment.
You further acknowledge that product defect, misdescription, authenticity, warranty, and compliance responsibility remains with you, not with Dropspot or downstream resellers, except to the extent expressly stated otherwise in writing by Dropspot.
Repeated or material breaches of this Policy may result in one or more of the following:
SKU suppression;
listing delisting;
category restriction;
COD restriction;
payout hold or reserve increase;
reseller visibility reduction;
order throttling;
account suspension;
permanent removal from the Platform;
legal or recovery proceedings.
17.1 Dropspot charges the Supplier a platform service fee of 10% of the Supplier’s listed product price for each successful order, unless otherwise agreed in writing.
17.2 In addition to the platform service fee, shipping, logistics, handling, return, RTO, reversal, payment-processing, support, and other order-related or operational charges may apply in accordance with platform rules, shipping arrangements, and the commercial structure applicable to the order.
17.3 Applicable taxes, including GST where applicable, shall be charged additionally unless expressly stated otherwise.
17.4 Dropspot may deduct its fees, charges, taxes, reversals, refunds, shipping-related charges, and other recoverable amounts directly from settlements or payouts payable to the Supplier.
17.5 Dropspot may revise its fees, charges, or commercial structure from time to time by updating the seller panel, pricing schedule, onboarding material, or other platform communication.
All provisions relating to refunds, returns, replacements, set-off, recovery, reserves, supplier responsibility, settlements, documentation, investigation, and indemnity shall survive delisting, suspension, termination, and closure of your seller-panel account.
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