Vendor Policies

All vendors on Wiroko must adhere to our Supplier Code of Conduct to ensure a safe, ethical, and high-quality marketplace for customers across Africa.

Product Quality Standards

• • All products must be accurately described with truthful information
• • Products must meet safety standards and be suitable for their intended use
• • Products must match the photos, descriptions, and specifications listed
• • Furniture must be structurally sound and free from defects
• • Materials used must be clearly disclosed (wood type, fabric, metal, etc.)

Ethical Sourcing

• • Products must be legally sourced and comply with local laws
• • No counterfeit, stolen, or illegally imported goods
• • Sustainable practices encouraged (recycled materials, eco-friendly finishes)
• • Fair labor practices must be followed in production
• • No products made with child labor or forced labor

Customer Service Excellence

• • Respond to customer inquiries within 24 hours
• • Provide accurate shipping and delivery timeframes
• • Handle returns and complaints professionally and promptly
• • Maintain a minimum 4.0-star rating (after first 10 reviews)
• • Be transparent about product availability and delays

Prohibited Items

• • Counterfeit or replica products
• • Products that infringe on intellectual property rights
• • Hazardous materials or unsafe products
• • Products made from endangered species
• • Items that violate local laws or regulations

1. Account Registration

By creating a vendor account on Wiroko, you agree to provide accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.

2. Fees and Commissions

Wiroko charges the following fees for selling on our platform:

• • Platform Fee: 10% of the total sale price (including shipping)
• • Payment Processing Fee: 2.5% per transaction
• • Total Fees: 12.5% of each sale
• • No monthly subscription fees
• • No listing fees
• • No hidden charges

3. Payout Terms

• • Payouts are processed after order delivery confirmation
• • Funds are held for 7 days after delivery to allow for returns
• • Vendors can choose payout frequency: weekly, bi-weekly, or monthly
• • Minimum payout threshold: XAF 10,000 (or equivalent)
• • Payouts via bank transfer or mobile money (MTN, Orange, Wave)

4. Order Fulfillment

• • Vendors must ship orders within the timeframe specified in their listing
• • Orders should be packaged securely to prevent damage
• • Tracking information must be provided when available
• • Vendors are responsible for shipping costs unless otherwise agreed
• • Late shipments may result in account penalties

5. Account Suspension & Termination

Wiroko reserves the right to suspend or terminate vendor accounts for:

• • Violation of Code of Conduct or Terms of Service
• • Consistent poor customer ratings (below 3.5 stars)
• • Fraudulent activity or misrepresentation
• • Repeated late shipments or order cancellations
• • Failure to respond to customer inquiries

6. Intellectual Property

Vendors retain ownership of their product photos and descriptions. By listing products on Wiroko, you grant us a non-exclusive license to display your content on our platform and in marketing materials. You must have rights to all content you upload.

Information We Collect

When you become a vendor on Wiroko, we collect:

• • Business information (name, address, registration details)
• • Contact information (email, phone number)
• • Banking information (for payouts)
• • Product listings and images
• • Sales and transaction data
• • Communication with customers and support

How We Use Your Information

• • Process and manage your vendor account
• • Facilitate sales transactions and payouts
• • Display your products to customers
• • Send important account notifications and updates
• • Provide customer support
• • Improve our platform and services
• • Prevent fraud and ensure platform security

Information Sharing

We share your information only as necessary: with customers (business name, location for shipping), with payment processors (for payouts), with shipping partners (for delivery), and as required by law. We never sell your personal information to third parties.

Data Security

We use industry-standard security measures to protect your data, including encryption, secure servers, and regular security audits. Banking information is encrypted and stored securely in compliance with financial regulations.

Your Rights

You have the right to access, update, or delete your personal information. You can manage most settings through your vendor dashboard. For data deletion requests, contact vendors@wiroko.com.

Photo Requirements

• • Minimum 3 photos per product (recommended 5-8)
• • Minimum resolution: 1000x1000 pixels
• • Clear, well-lit photos with neutral backgrounds
• • Show multiple angles and close-up details
• • Include lifestyle photos showing products in use
• • No watermarks, logos, or text overlays on photos

Description Requirements

• • Accurate and detailed product descriptions
• • Include dimensions (height, width, depth in cm)
• • Specify materials used (e.g., "solid oak wood", "leather upholstery")
• • List all colors and finishes available
• • Mention weight capacity for seating and storage
• • Include assembly requirements and care instructions
• • Use clear, grammatically correct language

Pricing Guidelines

• • Prices must be competitive and fair
• • Include all costs (product + shipping if applicable)
• • Factor in the 12.5% platform and processing fees
• • No misleading pricing or false discounts
• • Clearly indicate currency (XAF, USD, EUR, etc.)

Inventory Management

• • Keep stock quantities accurate and up to date
• • Mark items as "Out of Stock" when unavailable
• • Provide realistic production/shipping timeframes
• • Notify customers immediately of any delays

Payment Processing

• • Customers pay Wiroko directly at checkout
• • We hold funds until order delivery is confirmed
• • After delivery, funds are held for 7 days (return window)
• • If no return is initiated, funds are released to vendor
• • Platform fee (10%) and processing fee (2.5%) are deducted automatically

Payout Schedule

• • Weekly: Payouts every Monday for previous week's delivered orders
• • Bi-weekly: Payouts on 1st and 15th of each month
• • Monthly: Payouts on the 1st of each month
• • Minimum payout: XAF 10,000 (or currency equivalent)
• • Payouts below minimum roll over to next period

Supported Payout Methods

• • Bank transfer (local banks in Cameroon, Senegal, Nigeria, etc.)
• • Mobile money: MTN Mobile Money, Orange Money, Wave
• • Processing time: 1-3 business days
• • No payout fees charged by Wiroko

Refunds & Chargebacks

If a customer returns a product, the refund (including fees) is deducted from your next payout. If your account balance is insufficient, you may be required to reimburse Wiroko. Repeated refunds may result in account review.

Standard Return Policy

• • Customers have 7 days from delivery to initiate a return
• • Items must be unused, unassembled, and in original packaging
• • Return must be for valid reasons (damaged, defective, or not as described)
• • Custom or made-to-order items may not be eligible for return

Valid Return Reasons

• • Damaged in transit: Item arrived broken or damaged
• • Defective product: Manufacturing defects or quality issues
• • Not as described: Significant differences from listing (color, size, material)
• • Wrong item: Customer received different product than ordered

Return Process

1. Customer contacts vendor through messaging system
2. Vendor and customer discuss the issue and attempt resolution
3. If return is necessary, customer initiates return request
4. Wiroko reviews the request and approves if valid
5. Customer ships item back (vendor may cover return shipping for defects)
6. Vendor inspects returned item within 3 days
7. Full refund issued if return conditions are met

Vendor Responsibilities

• • Respond to return requests within 24 hours
• • Inspect returned items promptly (within 3 days)
• • Cover return shipping for defective or damaged items
• • Issue refund within 2 days of receiving returned item
• • Be fair and reasonable in evaluating return requests

Exceptions

The following are generally not eligible for returns: custom-made furniture, mattresses (for hygiene reasons), clearance/final sale items (marked as such), items damaged due to customer misuse or assembly errors.