Seller Policy & Agreement

At Melaan, we are building a community based on trust, respect for artistry, and customer satisfaction. All sellers are expected to adhere to the following principles:

• Authenticity & Honesty: Only list products that are genuinely handmade by you or your small team. Be transparent about your creation process, materials used, and any variations. Misrepresentation of products is a serious violation. Do not use other artists' images or descriptions.
• Exceptional Customer Service: Provide prompt (within 24 hours), professional, and courteous responses to all customer inquiries. Ship orders within your stated processing time and handle any issues with empathy and a solutions-oriented mindset.
• Fair Pricing: Price your products fairly, reflecting the material costs, time, effort, and skill involved. Do not engage in price gouging or misleading discounts. Your pricing should be consistent and transparent.
• Respectful Communication: All interactions with customers, other sellers, and Melaan staff must be professional and respectful. Harassment, hate speech, or any form of abusive language will not be tolerated.
• Ownership & Responsibility: Take full responsibility for the quality of your products, the accuracy of your listings, and the fulfillment of your orders.

To maintain the integrity of our handmade marketplace, all product listings must meet these standards. Melaan reserves the right to review and remove any listing that violates these policies.

What "Handmade" Means on Melaan

The product must be physically made or designed by you. If you work with a production partner, you must have an active role in designing the items and transparently disclose your production process in your listings.

Prohibited Items

The following items are strictly prohibited. This list is not exhaustive, and Melaan reserves the right to remove any listings that it deems inappropriate for the marketplace:

• Reselling: You may not resell items made by someone else.
• Mass-produced items not designed by you.
• Counterfeit goods or items that infringe on intellectual property (copyrights, trademarks).
• Hate speech, offensive materials, or items promoting violence, discrimination, or hatred.
• Hazardous materials, weapons, and explosives.
• Alcohol, tobacco, drugs, and other controlled substances.

Listing Accuracy and Quality

• High-Quality Images: Your product images must be clear, well-lit, and accurately represent the item being sold. Do not use stock photos or images from other sellers.
• Detailed Descriptions: Provide comprehensive details about the product, including dimensions, materials, care instructions, and any unique handmade characteristics. Any variations (e.g., in color or pattern due to the handmade nature) should be clearly stated.

Commission Fee

Melaan charges a flat 10% commission fee on the total sale price of each item (this includes the product price and any seller-added shipping, but excludes Melaan's convenience fee and taxes). This fee helps us operate the platform, market your products, process payments, and provide dedicated seller support.

Payment Cycle

Payments for all successfully delivered orders are processed on a regular weekly cycle. You will receive your earnings (total sales minus commission and any other applicable fees) in your registered bank account within 7-10 business days of the order being marked as 'Delivered'.

Other Fees & Deductions

• Payment Gateway Fees: A standard fee (approx. 2-3%) is deducted by our payment partners for processing online payments.
• Cash on Delivery (COD) Fees: For COD orders, an additional handling fee is deducted. The outstanding commission amount for these orders will be recorded in your wallet for settlement.
• Return Shipping: In case of a product return due to a seller's fault (e.g., wrong or damaged item), the return shipping cost may be deducted from your payout.

Timely and safe delivery is crucial for customer satisfaction and building your brand's reputation. Sellers are responsible for the entire fulfillment process and must adhere to our shipping guidelines:

• Secure Packaging: You are responsible for safely and securely packaging your products to prevent damage during transit. Use appropriate materials like bubble wrap, sturdy boxes, and waterproofing. Melaan is not liable for damages caused by poor packaging.
• Processing Time: You must ship orders within the processing time stated in your listings. We recommend shipping all orders within 2-3 business days to ensure a good customer experience.
• Shipping Courier & Tracking: You are responsible for choosing a reliable courier service to ship your products. Once an order is shipped, you MUST update the order details in your seller dashboard with the correct courier name and a valid tracking ID immediately. Failure to do so will impact your seller performance metrics and may delay your payments.
• Invoice Inclusion: It is mandatory to print and include the Melaan-generated invoice inside the package for every order.

Violating Melaan's policies undermines the trust of our community and negatively impacts your Seller Performance Score. Selling incorrect, inauthentic, or prohibited items, or failing to meet service standards, will lead to strict penalties.

Consequences of Violations

• Minor Violations (e.g., delayed shipping, late tracking update): May result in a formal warning and a temporary dip in your product visibility. Repeated minor violations will be treated as a major violation.
• Major Violations (e.g., selling non-handmade items, poor customer feedback): Can lead to listing deactivation, temporary account suspension, and withholding of payments.
• Severe Violations (e.g., selling counterfeit goods, fraud, harassment): Will result in the immediate and permanent deactivation of your account and forfeiture of all pending payments to cover customer refunds and other damages.

Melaan reserves the right to take any action it deems necessary to protect the integrity of the marketplace and its users.