Seller Compliance Requirements

Last Revised Nov 2023 | Version 1.3.17

Version Date updated What’s changed?

1.3.17 Nov 2023 Section 1.2.6 Labelling of “Foodstuffs” and 4.3

Non-Returnable Products have been added to the
guide. Regarding the prohibited items list,
Takealot is only permitted to sell Unscheduled,
Schedule 0 substances, and complementary
medicines. Blank guns/ Prop guns have been
added to the list of prohibited items.

1.3.16 June 2023 Flammable items and HIV testing kits are no
longer eligible for sale. Please see 1.4 The
Prohibited Items List for more information.

1.3.15 March 2023 Products sold as multi-piece items are not

eligible for sale. Please see 1.4 The Prohibited
Items List for more information.

1.3.14 December 2022 1.2.5 “Foodstuff” & Baby Food has been
added to the Products Requiring Consent or
Declaration section. Please see the section for
information regarding required certificates.

1.3.13 December 2022 Maximum Selling Price of any product is R100

000. See the Prohibited Items List for more.

1.3.12 September 2022 Bulky Items (exceeding 70kg) now include

products that are more than 4m in packaged
width, height or length.
 1.3.11 March 2022 Definition of “Firearms” has been updated in
the Prohibited Items List. “Blank guns” has
been added as an Excluded Product.

1.3.10 January 2022 Any compressed gas/cylinders may only be

sold without gas.

1.3.9 December 2021 Only schedule 0 medicine is permitted for sale.

See the Prohibited Items List for more.

1.3.8 November 2021 Bed sets may no longer be sold as sets and
must be sold separately. See the Prohibited
Items List for more.

1.3.7 October 2021 Updates to the Excluded (Prohibited) Products

List regarding firearms.

1.3.6 September 2021 SAHPRA Certification required for medical

products (See section 1.2 for more).

Beauty products may not refer to

“whitening/lightening” etc. (See section 1.5 for
more)

1.3.5 September 2021 COVID-19 rapid diagnostic tests are not

permitted for sale.

Medical devices require a disclaimer to be

added to all product display pages.

1.3.4 April 2021 Titles may not include a claim to be a replica or

copy of a competitor brand. See section 1.5
for more information.

1.3.3 April 2021 Rodent Glue and Live Capture Traps are
prohibited from being sold

1.3.2 March 2021 Hand Sanitisers that contain Acetone,

Methanol and Methylated spirits are now
considered Excluded Products.

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Introduction
takealot.com’s mission is to be the most customer-centric shopping destination in Africa. Our company is built
around the simple concept that the customer comes first. Our success is based on our ability to delight customers
with amazing service and a one-stop destination where they can find any product they can think of.

To ensure we live up to this promise, we have certain rules and regulations in place. These are covered in this guide
along with our Service Level Agreement which outlines the minimum performance levels we require our sellers to
meet.

Our Seller Compliance Team actively monitors the performance of our sellers in accordance with these
performance levels to ensure a safe, fair and compliant Marketplace platform for all sellers.

Why is this important?

Failure to comply with any of our standards or policies will be communicated in the form of a warning. Depending
on the seriousness of an offense and the amount or warnings received, Takealot may have your product display
pages disabled, funds frozen and suspend or terminate your seller account at our discretion. An appeal is possible
where we will review your case and communicate the outcome of our findings that can result in no change to your
account status or the reversal of the unfavourable action.

Takealot Marketplace · 12th Floor, Takealot Building · 10 Rua Vasco da Gama, Foreshore · Cape Town, Western Cape 8001 · South Africa
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Index
Introduction
Why is this important?
Quick Start Compliance Checklist
1 : What You Cannot Sell
1.1 Counterfeit Products & Our Zero Tolerance Policy
1.2 Products Requiring Express Consent and/or Declaration of Sale
1.2.1 Parallel imports or grey goods
1.2.2 Large Appliances (“White Goods”) & Refurbished Electronics
1.2.3 Cannabidiol ("CBD" Oil ) Products
1.2.4 Medical Devices & Products
1.2.5 “Foodstuff”
1.2.6 Labelling of “Foodstuffs”
1.3 The leadtime-only list
1.4 The Prohibited Items List
1.5 Prohibited Content
1.6 Intellectual Property Violations
2: What You Will be Measured On
2 .1 Takealot Marketplace Service Level Agreement (“SLA Guide”)
3: What You Cannot Do as a Seller
3.1 Prohibited Seller Activities
4: The Takealot Returns Policy
4.1 An Item Was Returned By A Customer, What Happens Next?
4.2 Return Disputes
4.3 Non-Returnable Products
5: Fulfilment By Takealot
5.1 Inbound Shipping
5.2 Outbound Shipping
5.3 Access to Stock Stored at a Takealot Distribution Centre
5.4 Stock Discrepancy Disputes
6: Catalogue & Product Information
6.1 Product Display Pages and Offers
7: Payments & Disbursements
7 .1 Requirements to Receive Payments
7.2 Your Takealot Marketplace Account and Transfer of Funds
7.3 Penalties
7 .4 VAT & Other Related Taxes
8 : Correspondence with Takealot
8.1 Rules for Correspondence
8.2 Warning against Phishing emails

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Quick Start Compliance Checklist
The checklist is intended to assist in covering the most basic requirements in maintaining a healthy account

1: My products are…

𝥷 genuine, branded products sourced from authorised distributors - Takealot has a zero tolerance policy towards
counterfeit products
𝥷 ICASA Type Approved with a valid certification from ICASA where required e.g. all products that use a radio
frequency, excluding FM Radios
𝥷 authorised by way of a Letter of Authority from the NRCS where required e.g. baby car seats, 220v powered
products, motorcycle helmets etc.
𝥷 only branded with trademarked brands and not my Seller Display name
𝥷 licensed where required and I can provide the documentation where requested e.g. popular brands such as
Disney are often questioned for validity by customers
𝥷 categorised as Parallel Imports or “Grey Goods” where required - see our Parallel Imports Policy for more
information

2: My product offers…

𝥷 are correct and truthful with no misleading or prohibited content

𝥷 do NOT contain duplicate product display pages of existing products on takealot.com, to the best of my
knowledge
𝥷 reflect the correct Recommended Retail Price (RRP) as per the manufacturer or supplier

3: My business operations…

𝥷 are equipped to respond to customer invoices within 2 business days

𝥷 are prepared to deliver to all Takealot Distribution Centres on time and within the leadtime set
𝥷 can update Stock On Hand frequently to avoid customer cancellations

Takealot Marketplace · 12th Floor, Takealot Building · 10 Rua Vasco da Gama, Foreshore · Cape Town, Western Cape 8001 · South Africa
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1 : What You Cannot Sell
1.1 Counterfeit Products & Our Zero Tolerance Policy
Takealot adopts a zero tolerance approach to any counterfeit, unlicensed or stolen products being listed on our
website. The onus is on you to ensure that you have the legal authority to sell all products listed under your account
and that they are legitimately sourced.

Definition of Counterfeit Goods: unlicensed or unauthentic products including products that have been
fraudulently/illegally replicated, reproduced or manufactured

Please note that you may be required by the Seller Compliance team to provide proof that your products are
legitimately sourced by supplying one of the below documents:
● The original licence or trademark certificate
● A letter from the rights holder or distributor confirming your relationship
● A supplier invoice to determine the source of the products

In the event of a Seller being found guilty of selling counterfeit, unlicensed or stolen goods:
● The seller account will be terminated immediately
● The case will be reported to the rights holder/ authorized distributor for further action
● Any funds in the seller account will be frozen for up to 180 days
● Affected stock at our warehouse may be handed to the relevant authority for further investigation

Ensure the products you are selling complies with all local laws, including but not limited to:
● ICASA (https://www.icasa.org.za/)
● NRCS (https://www.nrcs.org.za/)
● CPA (Consumer Protection Act 68 of 2008)

1.2 Products Requiring Express Consent and/or Declaration of Sale

1.2.1 Parallel imports or grey goods

These are branded goods that are imported and sold in South Africa, without the consent of the owner of the
trademark or the authorised distributor. These goods are often offered to our customers at considerably cheaper
prices than the prices it would be offered if the goods had been sourced through authorised or approved
distributors. However, due to the fact that these goods are not authorised, the manufacturers’ warranties and
after-sales support are not applicable. Our customers have a right to be informed that manufacturers’ warranties do
not apply to these goods. If such information is withheld when our customers buy such goods, they will be misled
and the practice of selling these goods would be unfair. We are a customer-centric organisation and wish to
provide products to our customers at the cheapest prices, whilst keeping them fully informed. Product display
pages must include the terms “Parallel Import” in the product title. Please view our Parallel Imports Policy a

1.2.2 Large Appliances (“White Goods”) & Refurbished Electronics

These categories are currently curated by takealot.com and may only be sold with express consent. There is no
application process for the sale of these goods at this time. Your account will be approached by a Takealot
Representative for the sale of these products should your business be identified as a suitable vendor. All accounts
selling these goods without the express consent will have their products removed from the site and/or our
distribution centres at the cost of the Seller.

1.2.3 Cannabidiol ("CBD" Oil ) Products

Takealot’s written approval is required for any Seller to market and sell Products containing CBD on the Website. In
addition to the Product Warranty, a Seller authorised to sell such Products warrants that any Product consisting of
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preparations containing CBD will be processed, manufactured, marketed and sold in strict compliance with the
Department of Health's Regulations regarding the exclusion of certain preparations containing CBD from the
operation of certain provisions of the Medicines and Related Substances Act, 1965 (Government Notice 756). The
Seller hereby indemnifies Takealot against any Loss which arises from or in relation to a breach by the Seller of this
clause 8.2. Alternatively, at Takealot's election, should the Seller breach any of the aforesaid warranties, Takealot is
entitled to impose a penalty on the Seller of 20% of the aggregate value of all Products purchased by Customers
from the Seller’s Takealot Account/s within the previous 6 months. Please view our CBD Oil Policy and Application
Form here.

1.2.4 Medical Devices & Products

Product disclaimer that must be added to the description
PLEASE NOTE: This product is not intended to compensate for diagnosis, treatment, cure, or mitigation of medical
conditions. If you or a family member are experiencing any health-related problem, you should obtain medical
advice from a certified health professional as this device may be harmful to your health. You are therefore advised
to use this product with caution.

Hearing Aids - Product Titles

The product titles/description on the website may not refer to hearing aids but “personal sound amplifier” products
instead.

SAHPRA Certification
The following products require SAHPRA Certification to be sold on takealot.com:

● Medical Thermometers, Pulse Oximeters, Nebulizers, Oxygen Concentrators, Blood Pressure monitors and
devices
● Mask Certification: N95, KF94 and KN95

1.2.5 “Foodstuff”

As per Foodstuffs, cosmetics and disinfectant act, 1972 ( Act no. 54 of 1972) NO. 638 any entity that trades in Food
and/or Baby Food require certification as proof of compliance with South African Regulations. This type of
certification ensures that the premises at which food and baby food is stored, handled, distributed etc. is registered
and considered safe in accordance with health regulations.

The following Certification is required to sell “foodstuffs” on takealot.com:

· Food - R638 certificate

Submit your certification via the Seller Contact Form.

1.2.6 Labelling of “Foodstuffs”

Regulations relating to the Labelling and Advertising of Foodstuffs in terms of the Foodstuffs, Cosmetics and
Disinfectants Act 54 of 1972 (FDA and FDA Regs), require products listed on takealot.com, as well as those
delivered to the DCs, to comply with the following minimum requirements:

All food labelling must be in English, and where possible, one other SA language.

1. All labels must be affixed to the product in a manner that cannot be separated from the product or product
container.

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 2. All products must clearly identify the name/description of the foodstuff - this must be accurate and inform
consumers of exactly what is in the packaging.
3. All labels must clearly contain the:
○ Name and address of the manufacturer, importer, retailer or seller, whichever is applicable.
○ Instructions of use of the food or foodstuffs.
○ Storage instructions.
○ Country of origin.
○ Allergens.
○ Batch number.
○ Date marking (“best before”, “use by”, “sell by”).
4. All food labelling must be affixed to the product packaging.
5. All foodstuffs labelling must contain the following minimum mandatory nutritional information:

It is your responsibility as the merchant to ensure that you adhere to all legislative requirements. Where your listings
do not adhere to the above minimum requirements, they will be disabled until you have adhered to the necessary
labelling requirements. This will require you as a merchant to send in the necessary images that demonstrate that
your product complies with the labelling requirements set out above. Submit an Edit Request to update your listings
accordingly which will be approved if compliant with the requirements set out above.

1.3 The leadtime-only list

The following products may be sold on leadtime only. Attempts to stock our DC with these products will result in
rejections at the inbound receiving door.
● Mattresses
● Beds
● Headboards
● White goods

1.4 The Prohibited Items List

The following products are prohibited from being sold on takealot.com:

● Flammable items: Lighters, Candle lighters, Matches, Charcoal, Briquettes, Fire lighters.
● HIV Test Kits or HIV Self-Test Kits
● Products sold as multi-piece items are not eligible for sale. For example, if a toaster and microwave is
sold as a bundle, this requires a single product display page to showcase the bundle, a single offer, a single
box in which both items are stored and shipped, a single Marketplace barcode on the outside of the bundled
deal. Bundles or multi-piece items which arrive in separate or individual packages will be rejected i.e. if you
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 deliver the microwave in a separate box to the toaster for a bundled order, these will be rejected. Remember
to consult the Shipping & Receiving Guideline for additional rules that may apply e.g. Maximum weight
allowed into the DC for any set is 70kg with a maximum allowed length of 3m.
● Products with Selling Prices greater than (or equal to) R100 000 are not permitted for sale. Even if set on
the Seller Portal, such offers will be blocked from displaying on takealot.com.
● Mattress and base/bed sets cannot be sold as a bundle or strapped together. Mattresses and bases must
be packaged either in cardboard casing/box or 2 layers of thick plastic.
● COVID-19 rapid diagnostic tests: the Department of Health's Guidelines prohibits the sale of COVID-19
testing kits. COVID-19 testing and diagnosis can only be conducted by suitably qualified and trained health
professionals only and cannot be sold directly to customers.
● Rodent Glue and Live Capture Traps
● Hand Sanitisers that contain Acetone, Methanol and Methylated spirits.
● The sale of any coins or notes that are deemed to be legal tender is not permitted. This includes limited
edition notes or coins issued by the SARB
● Batteries containing water or acid that can be leaked; or that have to be shipped upright; or not packaged
in a double corrugated box
● Post-paid mobile phones linked to a specific mobile network operator for a predetermined period of time
● Generic or “Inspired by” Fragrances no fragrances imitating branded and/or designer perfumes and
fragrances
● Large Appliances & Refurbished Electronics these categories are currently curated by takealot.com and
may only be sold with express consent. There is no application process for the sale of these goods at this
time. Your account will be approached by a Takealot Representative for the sale of these products should
your business be identified as a suitable vendor. All accounts selling these goods without the express
consent will have their products removed from the site and/or our distribution centres at the cost of the
Seller.
● Bulky Items (exceeding 70kg) and/or 4m in packaged width, height or length may not be sold without
the express authorisation of Takealot. Please note that this restriction does not apply to White Goods,
though White Good Sellers need to be authorized by Takealot.
● Services, including but not limited to, extended service warranties, money-back guarantees, replacement
plans, service contracts, buy-back guarantee programs, investment services, subscriptions, event tickets.
● Cigars, cigarettes, tobacco or other products containing tobacco
● Firearms, air-guns, air-rifles, or any other similar device manufactured or designed to propel or
discharge a bullet or any other projectile (including self-defence guns) of a calibre of 5.6mm (.22 calibre) and
higher at a muzzle energy of more than 8 joules (6ft-lbs), and all associated gun parts, ammunition and kits.
This would include spearguns, black powder, and all explosives, and offensive weapons as defined by the
government of the Republic of South Africa.
● Blank guns/Prop guns: a device which is not at the time capable of discharging any bullet or projectile but
which can readily be altered to be a firearm. This includes blank guns and all associated parts, ammunition
(including blank bullets) and kits.
● Fireworks and other pyrotechnics
● Hazmat items, Flammables and oil based paints
● Medicines and veterinary medicines, medicinal feeds, medicinal products and remedies of any type
which are sold by a seller who does not possess the necessary licenses, authorisations and/or professional
qualifications to sell and list such products or has such licenses, authorisations or professional
qualifications but has not been approved to sell this category of products by takealot.com
● As an online retailer, Takealot inclusive of the marketplace platform is only permitted to sell Unscheduled,
Schedule 0 substances and complementary medicines. Broadly speaking Unscheduled, Schedule 0 and/or
complementary medicines in this instance are any substances which has been excluded from the other
Scheduled substance lists and/or requires a prescription from a "doctor", "optician" or other “health care
provider" as a prerequisite for purchase or would require an application or fitting by a doctor, optician or other

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 health care professional.For the avoidance of doubt, refer to the SAHPRA's Consolidated Schedules 24
March 2023
● Any prohibited drug including any product which contains the human growth hormone
● Elements which contain or consist of human body and medical implants
● Any live animals
● Products made of or containing any or part of any plant or animal will have the sale, storage, import or
export of which is prohibited or regulated. This would include examples such as endangered species,
elephant ivory, sea turtle shells, coral and most reptile skins
● Any product that contains any other ingredients that are prohibited, restricted or regulated under applicable
law are not to be offered.
● Any compressed gas/cylinders may only be sold without gas.
● Media Products except to the extent where we make available for functionality to offer such products are
prohibited.
● "Sex and sensuality" products.
● Products containing prohibited images of children and any other violent, offensive, obscene or sexual
content that is unlawful in the Republic of South Africa
● Loose gemstone or semi-precious stones products.
● Any product for which you either are not an "authorised reseller" (as designated by the product
manufacturer or distributor), or do not provide to customers the manufacturer’s standard warranty
therefore
● Any product that is subject to export licenses, declaration or authorisation when shipped to the
Republic of South Africa
● Products that cannot be lawfully shipped to or sold in the Republic of South Africa
● Gift certificates, gift cards and other stored value instruments
● Any product that is subject to a product recall
● DVDs or Games that are not supported in the Republic of South Africa
● Any other types of products that in our discretion are not supported for sale in the Republic of South Africa
● Products that do not comply with any agreement between takealot.com and the seller

1.5 Prohibited Content

● Use of "whitening/lightening/bleacher" on skin products used for discolorations, dark spots, etc. within
product titles, descriptions, and images prohibited. The term "brightening" may be used to replace those
words.
● Use of “replica” or “copy” in title & descriptions: Titles may refer to being compatible with other brands.
Titles may not include a claim to be a replica or copy of a competitor brand. If the product is a generic or
unbranded product, it should be clear that the product is not the branded version in the brand field or title.
● Illegal and potentially illegal products: All Products sold on the takealot.com site must adhere to all
applicable laws. Our sellers are therefore legally liable for their own actions and transactions. As a seller you
are expected to familiarise yourself with the legal parameters surrounding any products that you intend to
offer for sale on takealot.com. This would include the sale of products by entities outside the Republic of
South Africa.
● Offensive material: takealot.com reserves the right to determine the suitability of any product display page
created on the takealot.com site.
● Nudity: In general, images that portray/display nudity in an inappropriate or graphic manner are therefore
prohibited.
● Products which infringe on other individual’s privacy: Privacy is regarded by takealot.com as very serious
and therefore any item that may infringe upon another individuals privacy is considered prohibited.
● Advertisements or promotions: Any product display pages that purposely redirects takealot.com users to
alternative commercial or private websites in order to advertise or provide contact information for
non-takealot.com offers and ordering tools are prohibited.

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 ● Products made available by digital download: takealot.com prohibits creating product display pages for
any such products that are available for digital download. This would include "codes" that would be used to
access content on other websites or platforms.
● Products that are not safe: All toys and electrical equipment on takealot.com, must be deemed safe (that
is, there is no risk that the equipment will cause death, personal injury or damage to property) and, where
applicable, come with a South African standard three-pin plug.Additionally, new toys and electrical
equipment must be certified by the South African Bureau of Standards. You must not sell any product that
has been the subject of a product safety recall, regardless of branding. This act is strictly prohibited.
● Animal products: takealot.com prohibits creating product display pages and/or selling of any parts or
products from whales, sharks, dolphins, elephants (including elephant ivory) or from any other regulated
endangered plant or animal. This would also include products containing Foie Gras.
● Plants, plant material and seed: takealot.com reserves the right to prohibit certain types of plants, seeds,
and other plant material in order to ensure the safety of pets, humans, and the environment; and as subject
to the ability to properly store, handle and deliver the product. takealot.com strongly advises you to seek
advice from appropriate government authorities before (a) exporting, importing, receiving or transporting
such agricultural or plant material, and (b) selling seed, as marketing regulations apply and licensing may be
required (e.g. for grass seed and vegetable seed). The appropriate authority is the Department of Agriculture
of the Republic of South Africa.

1.6 Intellectual Property Violations

● Recopied media: Media products such as (books, films, CDs, television programmes, software titles,
video-games, and so on) that have been recopied, dubbed, duplicated, or transferred without permission of
the rights owner are illegal to sell and are prohibited. This includes:
● Books - Unauthorised copies of books are prohibited.
● Music - Bootlegs,unauthorised soundboard recordings, unauthorised live concerts, unauthorised
merchandise etc. are prohibited.
● Films - Unauthorised copies of films in any format are prohibited. Unreleased/pre-released movies, trailers,
screeners, unpublished and unauthorised film scripts (no ISBN number), electronic press kits, and
unauthorised props are also seen as prohibited.
● Photos - Unauthorised copies of photos are prohibited.
● Radio programmes & Concerts - Unauthorised recordings or copies of recordings of radio programmes
are prohibited.
● Software - Re-copied or duplicated software in any format is prohibited.
● Television programmes - Unauthorised copies of television programmes (including pay-per-view events),
programmes never broadcast, unauthorised props,unauthorised scripts and screeners are prohibited.
● Video games - Any video games sold on takealot.com must be full retail versions. No recopied or
transferred videogames are allowed and therefore are prohibited.This would include mod chips, silver disks,
video game emulators, Sega boot disks, game enhancers, unauthorised video game compilations,
unauthorised bundles of video game products, and unauthorised accessories are also prohibited.
● Transferred media - Media transferred from one format to another is prohibited. This includes but is not
limited to: films converted from NTSC to Pal and Pal to NTSC, laserdisc to video, television to video,
CD-ROM to cassette tape, therefore anything from the Internet converted or transferred to any digital
format, etc.
● Promotional media - Any promotional versions of media products, including books (advance reading
copies and uncorrected proofs), videos (screeners) and music are prohibited by takealot.com. These
products are distributed for promotional consideration and therefore are not generally authorised for retail
distribution or sale.
● Rights of Publicity - Any celebrity images and/or the use of any celebrity names cannot be used for
commercial purposes without permission of said celebrity or their management. This would include any
product endorsements which would make use of a celebrity's likeness on merchandise such as posters,
clocks, mouse pads and image collections in digital format etc.
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 ● The Seller must ensure that the recommended retail price (“RRP”) that it provides for any product is
accurate and reasonable in the context of the market for that product. The Seller specifically
undertakes not to artificially inflate the RRP, and upon demand shall provide proof to Takealot’s reasonable
satisfaction of the accuracy of the RRP.

2: What You Will be Measured On

2 .1 Takealot Marketplace Service Level Agreement (“SLA Guide”)
Please refer to the SLA Guide for more information.

3: What You Cannot Do as a Seller

3.1 Prohibited Seller Activities
Any violation of Takealot policies or rules may result in the suspension or removal of your selling privileges. The
following activities are strictly prohibited:

● Abuse of Takealot operations and/or acts of bad faith. Any intentionally dishonest or negligent behaviour
will be monitored and acted upon and may result in the suspension or termination of any/all services. This
includes, but is not limited to, circumventing or abusing Takealot’s procedures, platforms or processes.
● Attempts to redirect transactions or customers. Any attempt to redirect the established takealot.com
sales process or to redirect takealot.com users/customers to another website or sales process is strictly
prohibited. This would include, the use of product/ website advertisements and offering any marketing
messages which would include promotional offers.The act of coercion which would advise or persuade
takealot.com users to leave the takealot.com website are prohibited. Sellers may not make use of email to
redirect takealot.com users/buyers from the takealot.com sales process. Therefore, Sellers are prohibited
from including any form of hyperlink, URL or any alternative web address within their display name, email
messages and product description fields, or elsewhere, that would redirect takealot.com customers away
from the takealot.com sales.
● Unauthorized & improper "Display Name": The trading name of your Takealot Account (“Display Name”)
must accurately reflect the identity of the Seller and may not infringe any trademark or intellectual property
rights of any third parties e.g. Adidas SA, Takealot’s Best. The seller display name cannot be reflected as a
domain name (which, by way of an example, ends with “.com”, “.co.za” or ``.org”) and cannot be similar to
any trademark owned by Takealot.
● Inappropriate email communications: All seller email communications with customers must be courteous,
relevant and appropriate. Unsolicited email communications with takealot.com customers and email
communications that are not necessary to complete a transaction or provide relevant information are
prohibited. This would include emails containing marketing communications or promotions of any kind
(including within otherwise permitted communications) are strictly prohibited.
● Misuse of takealot.com platform: All sellers are able to access and use the takealot.com selling &
customer platform. If a seller uploads unnecessary exorbitant amounts of data continuously, or otherwise
uses the platform in an inappropriate or unreasonable way, this act can create a disproportionate load on
the platform and obstruct the ability for other sellers to easily access and make use of the platform. If a
seller is misusing or making excessive and unreasonable use of the takealot.com platform, Takealot may in
its sole discretion restrict or suspend the seller's access to product uploads or any other platform functions
that are being inappropriately used until such time that the seller discontinues previous misuse.

4: The Takealot Returns Policy

We want our customers to be delighted with their purchases, and if they are not completely satisfied, we want them
to return the product to us so that we may repair it, replace it, or credit their account. The reasons and conditions
under which a customer can return products is available at https://www.takealot.com/help/exchange-return-policy.
As a Takealot Marketplace Seller you are expected to accept these terms as your own.
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4.1 An Item Was Returned By A Customer, What Happens Next?
When an item is returned by a customer, it will be returned to the warehouse closest to the customer
(Johannesburg or Cape Town). Our warehouse associates will assess the return scenario; Sellers will not be
consulted before a return is accepted or rejected at the warehouse.
If it is sellable, the item will be scanned back into your inventory and it will be available for purchase again on
takealot.com.
If the item is not in sellable condition, or further evaluation is needed, the nominated warehouse will contact you
requesting you to collect your return. You will be liable to collect the stock from the warehouse at which the item
was returned. Once notified to collect your return;
● Should a return fall within the 6-month takealot.com warranty, you will have 15 calendar days to arrange the
Fcollection with the warehouse.
● Should a return fall outside of the 6-month takealot.com warranty but within the manufacturer's warranty,
you will have 7 business days to collect, evaluate, and return the item to the fulfilment centre or inform us
whether the customer has to be sent a replacement product or be refunded.
Please note, after the closure of your seller account, you will still be liable for any items that may be returned.

4.2 Return Disputes

If you are not satisfied with a returns evaluation by our Takealot Returns team, it is possible to log a dispute within 7
business days after the returned item has been collected via the Seller Contact Form.

Takealot will investigate the dispute and may provide reimbursement in the event that the dispute is found in your
favour. Reimbursements are subject to Takealot’s discretion and will be communicated on a case-by-case basis.
4.3 Non-Returnable Products
The general rule for returns is that consumers should be able to return any goods supplied to them. There is an
exception to this rule, however, and that is certain products have to be excluded from the right to return. This
exception is how we find products that have inherent non-returnability. We are guided by the Consumer Protection
Act (“CPA”) and the Electronic Communications and Transactions Act (“ECTA”) in determining which products fall
under the non-returnable category.

The practical implications of your product listed as non-returnable is that your product can only be returned in the
event of defects (returnable within 6 months of delivery or collection).

It is important to note that the CPA states that all consumers have a right to return products and for that reason, the
general rules of our Returns Policy are still in effect. The principle of non-returnability is an exception to this rule and
should not be abused.

5: Fulfilment By Takealot
All products shipped to and fulfilled by Takealot must comply with the Goods Receiving Requirements.

5.1 Inbound Shipping

Inbound shipping refers to but is not limited to: leadtime shipment orders, replenishment shipment orders and product
returns delivered after evaluation.
● In all cases where a shipment is inbound, Takealot is not responsible for determining the correctness of the
product label or shipment contents. This applies to but is not limited to the condition of the shipment
contents and the quantity of units contained in a shipment. If no label is attached or if the label is attached
incorrectly, we will request that you collect the unlabelled package. This will also apply to cases were

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 additional items are received. Once a package is ready for collection; we expect the package to be
collected within two business days.
● Unless express consent is given, all sellers are required to deliver to both Cape Town and Johannesburg
Distribution Centres. Where the quantity of units is determined by a seller via a replenishment shipment
order, quantities should be split at a ratio of 35% to the Cape Town DC and 65% to the Johannesburg DC.
Where the quantity is determined by the leadtime order, the products must be delivered to the DC closest to
the customer (this is displayed on the Seller Portal as the order is placed).
● All shipments delivered and all products collected must be booked in advance via the Takealot Bookings
System in accordance with the rules set out in Goods Receiving Requirements and associated documents.
● Storage fees and all other relevant fees will apply from the date the product is scanned in at a Takealot
Distribution Centre. At this point, Takealot is responsible for your product until it is scanned out of the
Distribution Centre or until it is delivered to a customer. Storage fees will no longer apply when a product is
scanned out of a Takealot Distribution Centre.
● Once received, your stock and offer on takealot.com will be updated within one business day.

5.2 Outbound Shipping

Outbound shipping refers to but is not limited to: Removal Orders, Inbound Exceptions, Damaged Stock, Expired
Stock, Aged Stock and Product Returns that must be evaluated by you.
● In all cases where a shipment is outbound and you are notified that a package is ready for collection, the
package must be collected within two business days or a penalty may be billed to your account due to the
delay. Once a package is scanned out of a Takealot Distribution Centre, we are no longer liable for the
package. Storage fees will apply until a product is scanned out of a Takealot Fulfilment Centre.

5.3 Access to Stock Stored at a Takealot Distribution Centre

Due to the proprietary nature of our business, under no circumstances are sellers allowed to access a Takealot
Distribution Centre. Once products are scanned into a Takealot Distribution Centre, a seller does not have direct
access to the products until the stock is scanned out of a Takealot Distribution Centre. You may only access it by
requesting a Removal Order.

5.4 Stock Discrepancy Disputes

If you believe your stock levels are displaying incorrectly on the Seller Portal, you can log a query for our team to
investigate via the Seller Contact Form. You can also log a stock discrepancy if you have received damaged stock
on a removal order. Takealot will investigate the dispute and may provide reimbursement in the event that the
dispute is found in your favour. Reimbursements are subject to to the Takealot.

6: Catalogue & Product Information

6.1 Product Display Pages and Offers
Takealot's catalogue and offer framework is based on what we call the product display page. When you sell on
takealot.com, you may create an offer against an existing product display page for the product. If there is no product
display page for the product you may create a new product display page for it. Other sellers, including Takealot, could
use the product display page you have created, to add their offers for the product. Adding a new product to the Takealot
catalogue and subsequently creating a new product display page does not give you exclusive right to that particular
product or product display page.

● All product information submitted to Takealot must be in accordance with the Product Information Rules and
Requirements
● You are solely responsible to determine that all the information on the product display page that you are going to
add an offer against matches your product exactly. Creating an offer on a product display page that does not
match the product exactly is strictly prohibited. This would include the following attributes: manufacturer,

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 edition, binding, version, format, or player/device compatibility. Sellers may not match their item to a detail
page with a different ISBN, UPC/EAN, or other external identifier.
● The offer you create could appear in the Buy Box on the product display page, or in the “Other Offers” section of
the product display page, along with offers from other sellers for the same product. Customers find this by
clicking the link to the Other Offers box.
● You may suggest a change to an existing product display page. The change may be related to any content on the
product display page, including but not limited to images, description or title. Supporting evidence for the
change must be provided, evidence includes but is not limited to an invoice from a supplier or manufacturer, link
to the manufacturer's website and images.
● Product reviews: Product reviews are important to takealot.com customers, providing a forum for feedback
about product details and reviewers' experiences with products—positive or negative. You may not write
reviews for products that you have a financial interest in, including reviews for products that you or your
competitors sell (or get anyone else to do so for you). Product review solicitations that ask for only positive
reviews or that offer compensation are prohibited. You may not ask customers to remove negative reviews.
Furthermore, the review of competitors products are strictly prohibited.
● Uploading product images displaying inappropriately branded generic products: Uploading images of
products displaying your trademark affixed in a temporary or impermanent fashion (e.g. on a sticker or on
product packaging etc.) is prohibited where that product is a generic product not permanently branded with
your trade mark. takealot.com reserves the right to remove, screen or edit any product images that breach
this prohibition.
● Creating duplicate product display pages: Creating a product display page for a product which is already
within the takealot.com catalogue or your inventory is prohibited.
● Creating content or products that are prohibited: Please refer to Prohibited Content and Prohibited Items
Lists above.

7: Payments & Disbursements

7 .1 Requirements to Receive Payments
To receive payment from Takealot Takealot Marketplace you need to provide the following:
1. a valid South African bank account and
2. signed debit order authorisation form

7.2 Your Takealot Marketplace Account and Transfer of Funds

● After a customer order has been shipped to the customer, the full selling price (including VAT) is credited to
your Takealot Marketplace Account.
● Customer refunds, selling fees, and other transactions are balanced against payments received from sales
to bring about a net balance (Current Balance).
● Only available funds (positive Available Balance) in your Takealot Marketplace account will automatically be
disbursed into your bank account within the relevant disbursement cycle (7th, 14th, 21st and 28th of each
month).
● Available funds for disbursements will exclude any income from sales during the previous 72 hours . This is
to ensure that there are enough funds in your bank account to cover any selling fees or returns from these
sales.
● Payments will be made in South African Rands.
● Each new seller account created will have an initial 14-day holding period before becoming eligible for the
disbursement of funds. This holding period is a security requirement and you will not be able to disburse
funds to your bank account during this time.
● After funds are disbursed from your Marketplace Account to your bank account, it can take up to 3
business days for funds to reflect in your bank account. Business days are Monday through Friday.

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7.3 Penalties
Penalties are applied at our discretion. It’s application and amount charged is determined by the excessiveness of
policy violations.

7 .4 VAT & Other Related Taxes

Please refer to section 10 in the Terms and Conditions for the rules regulating VAT and other taxes.

Takealot will supply VAT invoices as required by law to all sellers whether you provide a VAT registration number or
not. If a VAT registration number is provided, it will be visible on the VAT invoice that we send to you. Your VAT
invoice for your Takealot Marketplace account fees will be available in electronic form and can be downloaded
within the Seller Portal, an email with a link to download your VAT invoice will be sent to you by the 15th day of
every month for transactions that occurred in the preceding month.
In addition, all transactions including any applicable VAT, will be shown in the Accounting section of the Seller
Portal.

The current applicable VAT rate is 15 percent.

Please note that you are responsible for the accuracy of the information you provide to Takealot. Takealot reserves
the right to request additional information to confirm the validity of the information you provide. Such information
will be processed and maintained in accordance with the terms set out in the Takealot Marketplace Agreement.
Furthermore, you may be invoiced for any applicable unbilled VAT if you provide information that is determined to
be invalid.

8 : Correspondence with Takealot

8.1 Rules for Correspondence
Throughout the process of selling on takealot.com you will receive correspondence from the Takealot Marketplace
or related teams.

● The correspondence may in most cases be related but not limited to customer requests. The
correspondence may include instructions which should be actioned by you. All actions on your part should
be completed within one business day. If you are unable to take the necessary action within the stipulated
one business day window, you must send an email to the Takealot Marketplace team advising that you
require additional time to complete the action or the reason for the delay. Therefore, you are required to
check your registered email inbox for correspondence from the Takealot Marketplace team at least once
every 24 hours.
● The same applies if the email requires a response with additional information for a customer or any
information that we request. If for any reason all or part of your offers are inactivated, you are still required to
comply with this policy. Inactivation may be as a result of but not limited to account suspension, account
review or depleted inventory.
● Failure to respond within the stipulated period may result in Takealot taking a decision or action on your
behalf without notice. Excessive failure to comply with this policy may affect your Takealot Marketplace
account negatively and can ultimately result in the suspension or removal of your selling privileges.
● All forms of communication such as but not limited to phone or email communication from the Takealot
Marketplace team or takealot.com may not be recorded, replicated or reproduced in anyway or form.
Takealot may record all communication or any part thereof and you can request any such recording, if
available, from the Takealot Marketplace team but the release of such recordings are at the discretion of
Takealot.
● All queries related to your Takealot Marketplace account must be directed to the Takealot Marketplace team
only. The Takealot Marketplace team does not endorse any advice or information from any other division
within Takealot. You cannot hold Takealot liable for adverse effect of any advice that you receive related to
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 the operation of your business as the Takealot Marketplace team can only advise on the operation of your
Takealot Marketplace account.
● In addition, you cannot hold Takealot liable for any adverse effect on sales resulting from advice received
from the Takealot Marketplace team. Takealot does not encourage the Takealot Marketplace team to
provide advice regarding any issues related to pricing and sales improvement but the Takealot Marketplace
team is required to provide the necessary tools that may help you make such an assessment.
● All communication with the Takealot Marketplace team must be communicated from the email address or
phone number listed on your Takealot Marketplace account. The Takealot Marketplace team may refuse
communication from any other sources as a security measure. In addition, the Takealot Marketplace team
may ask random questions related to your Takealot Marketplace account when you contact them as a
security requirement and may refuse to assist you if you are deemed to have failed the security verification
process.

8.2 Warning against Phishing emails

It may happen that you are targeted as a Takealot Marketplace seller to provide sensitive emails. These emails are
forged in an attempt to convince you to reveal sensitive account information. These false emails also called "spoof
emails" or "phishing emails," look similar to real emails. Often these emails direct you to a false website that looks
similar to a takealot.com website, where you might be asked to give your account information and password.

These false websites can steal your sensitive information and this stolen information can be used without your
knowledge to commit fraudulent activities or activities that you do not authorise. To protect yourself from
responding to these emails and revealing sensitive or private information, you can follow a few simple rules:

Know what Takealot WON'T ask for

Takealot will never ask you for the following information in email communication:

● Your bank account information, credit card number, PIN number, or credit card security code (CVV number)
-including "updates" to any of the above
● Your mother's maiden name or other information to identify you (such as your place of birth or your favourite
pet's name)
● Your Takealot or Seller Portal password

Review grammatical or typographical errors

Be on the lookout for poor grammar or typographical errors. Many phishing emails are translated from other
languages or are sent without being proof-read. As a result, these emails can contain bad grammar or
typographical errors.

Check the return address

While phishers often send forged emails to make it look like it comes from takealot.com, you can frequently
determine whether it's authentic by checking the return address. If the "from" line of the email looks like
"takealot-security@mweb.com" or "takealot-payments@iafrica.net," or contains the name of another Internet
Service Provider (ISP), you can be sure it is a fraudulent email. Most email clients let you examine the source of the
email. Check the email header information to see that the "received from," "reply to," and "return path" for the
email comes from @takealot.com.

Check the website address

Some phishers set up spoofed websites that contain the word "Takealot" somewhere in the URL. Genuine Takealot
websites always end with "takealot.com". Some phishing emails include a link that looks as though it will take you
to your seller account, but it is actually a shortened link to a completely different website. If you hover over the link
in your email client, you can sometimes see the underlying, false Web address, either as a popup or as information
in the browser status bar.
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Lastly, if ever you are in doubt, please contact the Seller Support team for assistance.

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