Vendor Policy
Version: 2.0
Last Updated: 17.07.2026
1. Vendor Profile and Shop Requirements
1.1. Store and Profile
Vendors must complete and maintain an accurate seller profile and store by:
- Keeping information and inventory updated
- Ensure that shop information does not contain misleading information
The information on the profile and the shop must include all required information requested by VividoShop, which include:
- Seller name or business name
- Contact information
- Address information
- Product information
- Shop description
- Required invoice and billing information
All shop content, product descriptions, and required information must be written in the Macedonian language using Cyrillic script.
VividoShop may request updates or corrections if information is incomplete, unclear, or does not meet marketplace standards.
1.2. Invoice Configuration and Seller Documentation
Sellers must complete the Invoice Configuration section in the VividoShop dashboard with accurate and up-to-date information.
Information may include:
- Full name or business name
- Billing address
- Contact information
- VAT information (if applicable)
- Phone number
- Other required billing details
Where applicable, sellers are responsible for issuing invoices or other required sales documentation to buyers according to applicable laws.
VividoShop may provide tools or features to assist sellers with managing invoice-related information, but does not replace the seller's legal obligations.
2. Product
2.1. Product Quality and Authenticity
Vendors are fully responsible for the products they list and sell on vividoshop.com.
Obligations:
- All listed products are handmade, authentic, and accurately described
- Product descriptions match the actual product
- Photos represent the real product
- Materials, dimensions, colors, and specifications are accurate
- Products meet applicable safety and legal requirements
You are not allowed:
- Copy other creators' designs
- Sell counterfeit products
- Misrepresent materials, origin, or production methods
VividoShop does not independently verify the authenticity, quality, or safety of every product.
Responsibility remains with the seller.
2.2. Allowed & Prohibited Products on VividoShop
vividoshop.com focuses on handmade, unique, locally produced, and small-batch products. All products must be created, produced, legally owned, or legally offered by the seller.
2.2.1 Allowed
The following categories and examples for each are generally allowed:
A. Handmade and Craft Products
- Handmade jewelry
- Accessories
- Bags
- Knitted and crocheted products
- Handmade candles
- Handmade soaps and cosmetics (legal, safe, properly labeled)
- Home decorations
- Wood, clay, textile, resin, and similar handmade products
B. Art and Creative Products
- Paintings
- Illustrations
- Art prints
- Handmade stationery
- Notebooks
- Planners
- Personalized products
- Custom artwork
C. Small-Batch Fashion
- Clothing created by the seller
- Own-brand clothing collections
- Limited fashion collections
- Handmade accessories
D. Local and Traditional Products
- Traditional crafts
- Cultural and folk items
- Handmade souvenirs
- Herbs and teas
- Honey and honey products
- Local handmade products
2.2.2 Prohibited
The following products are not allowed on vividoshop.com. VividoHub DOO reserves the right to remove products that violate these rules, including following:
A. Illegal or Unsafe Products
- Weapons
- Drugs
- CBD oils
- Tobacco products
- Dangerous or flammable materials
- Products prohibited by applicable laws
B. Intellectual Property Violations
- Counterfeit branded products
- Fake designer products
- Copied designs
- Unauthorized use of copyrighted materials
C. Mass-Produced Products
Not allowed unless specifically approved as part of a legitimate small brand.
- AliExpress products
- Shein products
- Temu products
- Dropshipping products
- Generic factory-made products without originality
D. Unsafe Cosmetics and Personal Care Products
- Products without required labeling
- Products without ingredient information
- Products making unauthorized medical claims
- Products that may cause harm
E. Prohibited Content
- Adult products
- Hate or discriminatory content
- Products promoting violence
- Offensive or harmful content
2.3. Product Approval Process
2.3.1. Product Listing Requirements
Sellers must provide accurate product information.
Each listing must include:
- Product title
- Product description
- Product images
- Price
- Available quantity or stock information
- Materials and specifications where applicable
- Delivery information
- Other required information requested by VividoShop
Sellers must ensure that:
- Prices are accurate
- Stock availability is correct
- Product information is updated
- Customers receive clear expectations before purchase
2.3.2. Product Approval and Review Process
All products submitted to vividoshop.com are subject to a manual review process before being published on the platform. We reserve the right to approve, reject, request changes to, or remove product listings based on:
- Platform rules and policies
- Product category requirements
- Content quality standards
- Technical requirements
- Marketplace presentation standards
To ensure products are presented in the best possible way and provide a consistent customer experience, VividoShop may make/ask for adjustments to product presentation.
The approval process is not automated and may require additional time depending on the number of submitted products, required adjustments, or verification needs.
Review timeframe
Reviews are conducted:
- Monday to Friday
- During official working hours
- Excluding public holidays
Approval is not automated and may require additional time depending on:
- Number of submitted products
- Required changes
- Verification requirements
Sellers will be notified if additional information or modifications are required.
2.3.3 Product Changes and Re-Approval Process
- After a product has been approved and published, VividoShop reserves the right to review any changes made to the product listing.
- Changes to product information may require a re-approval process before becoming active, including but not limited to:
- Product description
- Product images
- Product price
- Shipping information
- Product category
- Other important product details
- During the re-approval process, VividoShop may keep the product available for purchase under the previously approved information or temporarily restrict the listing until the review is completed.
- VividoShop is not responsible for orders placed during the re-approval process based on previously approved product information, including previous prices, descriptions, availability, or shipping details.
3. Store & Order Management
Vendors must:
- List products accurately
- Maintain correct stock levels
- Set prices and shipping costs
- Manage orders on time
- Accepting and preparing orders
- Follow the order acceptance process in their store dashboard
- Producing or preparing products within stated timelines
- Maintaining accurate stock information
- Communicating delays or issues to customers
Vendors must not:
- Accept orders they cannot fulfill
- Provide false delivery information
- Cancel orders without valid reason
4. Packaging & Delivery
4.1. Packaging
Sellers are responsible for:
- Proper product packaging
- Protecting products during transport
- Selecting and arranging courier services
- Setting accurate delivery expectations
- Handling delivery-related communication
VividoShop is not responsible for:
- Packaging quality
- Courier delays
- Lost shipments
- Damaged products during transport
4.2. Shipping Settings
Sellers must provide on their vividoshop.com store:
- Shipping location
- Shipping price
- Estimated delivery timeframe
- Additional delivery information if needed
If multiple sellers are involved in one customer order, each delivery may have separate shipping costs because products are shipped separately.
4.3. Shipping setup
- The seller must specify the shipping location.
- Available shipping price options are: 150 MKD, 200 MKD, or free shipping.
- If shipping cost is below 150 MKD, 150 MKD is entered (the customer will pay the actual or lower cost upon delivery).
- If shipping cost exceeds 150 MKD, 200 MKD is entered (the customer will pay the actual or lower cost upon delivery).
- For each product, the seller must provide:
- Shipping price
- Shipping location
- Estimated delivery time
- Additional shipping information (optional)
- If a buyer purchases products from multiple sellers, they will pay separate shipping for each package.
Note: This policy is mandatory when listing products.
5. Returns, Exchanges, and Refunds
Each vendor must clearly define and publish in their stores their own:
- Return policy
- Exchange policy
- Refund conditions
- Custom order conditions
The Responsible for handling customer requests belongs to the vendor, if related to:
- Returns
- Exchanges
- Refunds
- Product issues
6. Platform Fees & Payments
6.1. Payments (Cash on Delivery – COD)
VividoShop currently uses Cash on Delivery (COD) as the payment method for orders placed through the platform.
Under this payment model:
- Buyers pay for their orders directly to the courier upon delivery.
- The payment is collected by the courier service.
- The seller receives the payment from the courier according to the courier's payment schedule and procedures.
- VividoShop does not collect, hold, or process payments made by buyers.
Because VividoShop does not currently process payments:
- Sellers are responsible for communicating with the courier regarding payment collection and payout.
- Sellers are responsible for issuing invoices or other sales documentation to buyers when required by applicable laws.
- Sellers are responsible for declaring and managing their own income and tax obligations.
6.2. Platform Fees
Currently, VividoShop does not charge sellers any commission, platform fee, or service fee for sales made through the platform. Sellers receive the full payment collected from buyers through the available payment method.
As VividoShop continues to develop and introduce additional services, tools, and seller benefits, the platform may introduce different pricing models in the future, including:
- Service fees
- Sales commissions
- Subscription plans
- Premium seller features
- Paid marketing and promotional services
Any changes to seller fees will be communicated in advance before becoming effective.
7. Reviews & Communication with Customers
Customers may leave reviews and ratings for purchased products.
Accepted:
- Accept reviews
- Respond professionally to reviews
- Avoid manipulating customer feedback
Prohibited:
- Fake reviews
- Buying reviews
- Offering rewards for positive reviews
- Pressuring customers to remove negative reviews
VividoShop may remove reviews that are abusive, fraudulent, or violate platform rules.
7.1. Communication with Buyers
Sellers must:
- Respond to customer questions in a timely manner
- Provide accurate information
- Communicate professionally
- Resolve order-related issues directly with buyers
VividoShop does not replace communication between seller and buyer.
8. Platform Usage Rules
Sellers must use the vividoshop.com platform honestly, transparently, and as an active sales channel—not only as a showcase.
Prohibited:
- Fake or simulated orders
- System or profile abuse
- Offensive or unethical behavior
- Fraud or manipulation
Equal pricing across channels
- Prices on Vividoshop must match prices on other channels (social media, website, direct sales, other platforms).
- Artificially lower prices elsewhere to bypass the platform are not allowed.
Off-platform transactions
- Sellers may not use VividoShop only as a product showcase while directing transactions outside the platform for products listed on VividoShop.
- The following actions are prohibited:
- Sending Vividoshop product links to buyers for browsing only and then completing the sale directly (via private messages, phone calls, or social media).
- Directing buyers to private messages, phone calls, social media, or external websites in order to avoid platform commission or fees.
- Making "off-platform" agreements for products listed on Vividoshop.
9. Dispute resolution
Vividoshop does not mediate disputes between buyers and sellers.
All issues must be resolved directly between both parties, including:
- Product defects
- Delivery delays
- Returns or exchanges
- Custom order issues
- Refunds
10. Account Suspension and Product Removal
VividoShop may:
- Remove product listings
- Restrict seller features
- Suspend accounts
- Permanently remove seller accounts
if sellers:
- Violates this Seller Policy, Terms and Conditions, or other platform rules
- Provides false, incomplete, or misleading information
- Lists prohibited, unsafe, counterfeit, or unauthorized products
- Receives repeated customer complaints
- Fails to fulfill confirmed orders
- Provides poor customer service or fails to communicate with buyers
- Attempts to manipulate reviews, ratings, or platform systems
- Engages in fraudulent, illegal, or harmful activities
- Harm marketplace trust
Actions may be taken to protect buyers, sellers, and the integrity of the platform.
11. Policy Updates
Vivido Hub DOO may update this Seller Policy due to:
- Platform improvements
- Business changes
- Legal requirements
- New seller services
Vendors will be notified of significant changes before they become effective.