Markood Selling Policies

A.1 General product requirements

Every product sold through Markood must be:

• Legal
• Safe
• Authentic
• Accurately described
• Available in stock
• Suitable for sale in Sweden
• Compliant with relevant labelling and safety requirements

The Vendor is responsible for confirming that a product may lawfully be offered and delivered to the customer.

A.2 Required product information

Each listing must contain accurate:

• Product title
• Description
• Selling price
• VAT information
• Brand and model
• Product condition
• Specifications
• Colours, sizes and variations
• Included accessories
• Weight and dimensions
• Safety warnings
• Usage instructions
• Warranty information
• Compatibility information
• Delivery and handling requirements

The Vendor must disclose any known defect, damage, missing component or limitation before purchase.

A.3 Product images

Images must accurately represent the product.

The Vendor must not:

• Use images without permission
• Hide product defects
• Misrepresent the product’s colour or condition
• Show accessories as included when they are not
• Digitally alter images in a misleading way
• Use another product’s photographs

The Vendor must not list:

• Counterfeit products
• Stolen products
• Illegal products
• Unsafe products
• Recalled products
• Fraudulent or misleading products
• Products infringing intellectual-property rights
• Products prohibited by Markood
• Restricted products without written approval

Markood may request:

• Purchase invoices
• Supplier information
• Distribution authorisation
• Authenticity evidence
• Safety certificates
• Product-testing reports
• Conformity documents
• Required licences or permits

The Vendor must provide the requested evidence within the stated period.

Markood may immediately hide or remove a listing where necessary to address a serious legal, fraud, counterfeit or safety concern.

C.1 Stock accuracy

The Vendor must keep stock information updated.

The Vendor must not:

• Accept an order it cannot fulfil
• Advertise unavailable products as available
• Use false stock levels
• Continue selling recalled or prohibited products

C.2 Order acceptance

The Vendor must review new orders promptly and within the Vendor Dashboard timer.

The Vendor must accept only orders it can fulfil correctly and within the promised period.

C.3 Order preparation

The Vendor must:

• Prepare the order within the displayed timer
• Select the correct product
• Verify the model and variation
• Verify the quantity
• Check the product’s condition
• Include all advertised accessories
• Use suitable packaging
• Include required documents or instructions

C.4 Substitutions and price changes

The Vendor must not substitute a product without customer approval through an approved Markood process.

The Vendor must not increase the price or request an additional off-platform payment after an order is placed.

C.5 Order statuses

The Vendor must keep order statuses accurate.

The Vendor must never falsely mark an order as:

• Accepted
• Preparing
• Ready
• Handed over
• Collected
• Delivered
• Cancelled for a reason that did not occur

D.1 Available fulfilment methods

Available methods may include:

• Markood Delivery
• Vendor self-delivery
• Approved external delivery partner
• Customer pickup

The active method for each store or product is displayed in the Vendor Dashboard.

D.2 Delivery information

The Vendor must provide accurate:

• Product weight
• Package weight
• Package dimensions
• Number of packages
• Collection address
• Preparation time
• Vehicle requirements
• Lifting requirements
• Stair information
• Lift availability
• Assembly requirements
• Special handling instructions

D.3 Handover

Before handing over an order, the Vendor must:

• Verify the order number
• Confirm the assigned rider or driver
• Confirm the number of packages
• Check the packaging
• Complete any required scan or handover code
• Update the status only after handover occurs

D.4 Incorrect delivery information

The Vendor may be charged reasonable and documented additional costs caused by materially incorrect or missing information, including:

• Larger vehicle requirements
• Additional delivery workers
• Redelivery
• Waiting time
• Special handling
• Failed collection

Charges must follow the agreed Commercial Terms.

D.5 Vendor self-delivery

A Vendor using its own delivery service must:

• Meet promised delivery times
• Use suitable vehicles and personnel
• Maintain required insurance
• Protect customer information
• Provide agreed tracking
• Obtain valid proof of delivery
• Follow Markood’s customer-service standards

Markood may restrict Vendor self-delivery when these standards are not met.

When the Vendor funds a free-delivery promotion, the customer will not pay the covered delivery charge.

Unless Markood confirms otherwise in writing, the Vendor is responsible for the delivery cost.

The Vendor must define:

• Eligible products
• Minimum order value
• Delivery area
• Promotion start date
• Promotion end date
• Maximum delivery subsidy
• Any other limitations

Markood may deduct the Vendor-funded delivery amount from the Vendor’s proceeds.

If Markood and the Vendor jointly fund a promotion, the campaign terms must state each party’s contribution.

Free delivery does not remove the customer’s return, refund or consumer rights.

F.1 Vendor-responsible events

The Vendor is normally responsible when it provides:

• The wrong product
• The wrong model, size, colour or variation
• An incomplete order
• A missing accessory
• A damaged or defective product
• An unsafe or expired product
• A counterfeit product
• A materially misdescribed product
• A poorly packaged product
• An unavailable product caused by inaccurate stock
• Incorrect weight, dimensions or handling information

Responsibility must be based on available evidence.

F.2 Vendor-responsible costs

When the Vendor is responsible, it may be charged reasonable and documented costs for:

• Customer refund
• Price reduction
• Replacement product
• Original delivery where applicable
• Return collection
• Redelivery
• Additional handling
• Additional vehicle requirements
• Contractually permitted payment reversal or chargeback costs

Charges must be:

• Directly connected to the event
• Documented
• Proportionate
• Permitted under the Vendor Agreement
• Not duplicated or punitive

F.3 Commission reversal

When the customer receives a full refund, Markood will reverse the 5% commission relating to the refunded product amount.

For a partial refund, Markood will reverse the commission proportionally.

Separate costs already incurred—such as payment-processing, completed delivery or return-collection charges—will be allocated under the Vendor Agreement and according to the party responsible.

F.4 Refund process

The Vendor must respond within the case timer.

When a refund is approved, Markood will:

• Initiate the refund through the original payment method
• Update the customer’s order
• Update the Vendor’s transaction ledger
• Apply the relevant commission reversal
• Record any authorised costs or adjustments

The Vendor may challenge an incorrect charge through Markood’s appeal process.

The Vendor should not automatically be held responsible merely because it sold the product.

If evidence shows that:

• The Vendor supplied the correct product
• The product was in proper condition
• The product was appropriately packaged
• Handover was correctly completed
• Loss or damage occurred afterwards during delivery

Responsibility should be assigned to Markood or the responsible delivery partner according to the applicable delivery agreement.

Markood may consider:

• Handover records
• Package photographs
• Delivery scans
• Tracking information
• Customer evidence
• Rider or driver reports
• Packaging condition

Mandatory customer remedies remain unaffected while Markood determines responsibility between the involved parties.

Customers retain all withdrawal and cancellation rights available under Swedish and EU consumer law.

For eligible online product purchases, the customer will normally have a 14-day statutory withdrawal period.

Lawful exceptions may apply to categories such as:

• Products made to the customer’s specifications
• Products that deteriorate or expire rapidly
• Certain sealed hygiene products after opening
• Certain digital content
• Fully performed services where the required consent was obtained
• Other legally excluded products or services

The applicable exception must be disclosed before purchase.

A Vendor may offer more generous return terms but must not reduce statutory consumer rights.

For a withdrawal without Vendor fault, return costs will follow the information disclosed to the customer before purchase and applicable law.

The Vendor is responsible for:

• Product safety
• Required labels
• Traceability
• Warnings and instructions
• Regulatory conformity
• Required manufacturer or importer information
• Recall cooperation

The Vendor must immediately notify Markood about:

• Unsafe products
• Product recalls
• Regulator contact
• Counterfeit allegations
• Serious product complaints
• Newly discovered product risks

Markood may immediately:

• Hide the product
• Stop new orders
• Cancel affected unfulfilled orders
• Request supporting documents
• Notify affected customers
• Cooperate with authorities
• Suspend the Vendor where necessary

The Vendor must preserve relevant evidence and cooperate with any investigation, customer notification or recall.

J.1 Temporary pause

The Vendor may pause new orders immediately through the Vendor Dashboard.

During a pause, the Vendor must still complete or resolve existing:

• Orders
• Deliveries
• Returns
• Refunds
• Disputes
• Chargebacks
• Customer messages

The Vendor must not use pause mode to avoid customer obligations or an investigation.

J.2 Permanent closure

The Vendor may request permanent closure through:

Vendor Dashboard → Account → Close Store

After verification, Markood will normally disable new selling within 24–48 hours.

The account may remain in offboarding or view-only status while the following are resolved:

• Accepted orders
• Deliveries
• Returns
• Refunds
• Complaints
• Disputes
• Chargebacks
• Fees and adjustments
• Eligible Vendor payouts
• Required data exports

Final offboarding may take up to 60 days.

If closure cannot be completed within 60 days, Markood will explain:

• Why closure remains incomplete
• What remains outstanding
• The next required action
• The expected next step

Pending Vendor proceeds are not automatically forfeited.

Markood may retain records required for accounting, tax, fraud prevention, product safety, legal claims or regulatory compliance after closure.

Markood may:

• Request a correction
• Hide or remove a listing
• Restrict a Vendor feature
• Hold affected payments where permitted
• Temporarily suspend a store
• Permanently close a Vendor account

Actions must be proportionate to the violation, risk and available evidence.

Where required by law, Markood will provide the reason and instructions for submitting an appeal.

Appeals may be submitted through:

Vendor Dashboard → Support → Raise a Ticket

or:

support@markood.com