Applies to All Product Categories
EffectiveDate:April2026 · Version1.0
Introduction
Welcome to Hurria Street. This Vendor Policy outlines the standards, obligations, and expectations for all vendors listed in the product's category. By registering anmd listing products on Hurria Street, you agree to comply fully with this policy. Our goal is to ensure a safe, fair, and high-quality marketplace for both vendors and customers.
Hurria Street is committed to supporting vendor success. In return, we ask that all vendors uphold the quality and integrity standards that our customers trust.
1. Account Registration & Verification
1.1 Required Documentation
All vendors must submit the following documents during registration:
- Valid government-issued business license or trade registration certificate
- Bank account details for payment processing
- Business address verification (utility bill or official correspondence, dated within 3
months)
1.2 Verification Process & Timeline
Applications will be reviewed within 2-3 business days of submission. Hurria Street reserves the right to request additional documentation during the review process. Incomplete applications will be placed on hold and vendors will be notified via email.
1.3 Rejected Applications
If an application is rejected, the vendor will receive a written explanation by email. Vendors may re-apply after 30 days if the grounds for rejection have been resolved. Repeated fraudulent applications will result in a permanent ban.
NOTE: Hurria Street does not charge an application fee. Any third party requesting payment on our behalf is not authorized.
2. Product Quality & Compliance
2.1 Listing Accuracy
Allproductlistings mustinclude accurate and complete information:
- Correct brand name, model number, and product description
- High-quality images that accurately represent the product (minimum 800×800px, white background preferred)
- Accurate specifications e.g: voltage, wattage, dimensions, weight, and color options
- Warranty terms clearly stated (duration, coverage, and who honors it) Country of manufacture
2.2 Product Condition Standards
Vendorsmustaccuratelydisclose product condition using the following definitions:
- New: New products must be unused, in original manufacturer packaging with all accessories included.
- Refurbished / Open Box: Open-Box/Refurbished listings are permitted but must be clearly labeled as such, with a full description of condition and any replaced parts.
- Prohibited: Listing a used, refurbished, or open-box item as 'New' is strictly prohibited and will result in immediate suspension.
2.3 Prohibited Items
The following are strictly prohibited from being listed on Hurria Street:
- Counterfeit or replica products of any brand
- Stolen goods or items without verifiable supply chain documentation
- Products recalled by the manufacturer or a regulatory body
- Appliances that do not meet minimum safety certification requirements
- Itemsinfringing on registered trademarks, patents,or intellectual property
IMPORT ANT: Listing counterfeit or stolen goods is a criminaloffence. Hurria Street will cooperate with relevant authorities in cases of suspected fraud.
3. Order Fulfillment
3.1 Processing & Shipping Timeframes
Vendors must process and dispatch all confirmed orders within the timeframe agreed upon during onboarding. Standard fulfillment windows for home appliances are:
- Standard dispatch: within 2 business days of order confirmation
- Large or bulky appliances (washing machines, refrigerators, etc.): within 3 business days
- Pre-order or made-to-order items: clearly stated estimated dispatch date must appear on the listing
3.2 Packaging Standards
Products of high-value and fragile items. Vendors are responsible for ensuring products are packaged securely:
- All items must be packed in the original manufacturer packaging where available
- Additional protective materials (bubble wrap, foam inserts) must be used for fragile components
- Each package must include a packing slip with order details and vendor contact information Vendors are liable for damage caused by inadequate packaging
3.4 Fulfillment Performance & Penalties
Hurria Street monitors fulfillment ratesonan ongoing basis. The following thresholds apply:
|
Fulfillment Rate |
Status |
Action |
|---|---|---|
|
95% and above |
GoodStanding |
No action required |
|
85% – 94% |
Warning |
Written notice issued |
|
70% – 84% |
At Risk |
Listing visibility reduced |
|
Below 70% |
Critical |
Account review / suspension |
4. Commission & Payments
4.1 Commission Structure
Hurria Street deducts a commission on each completed transaction. Commission rates are provided to vendors during onboarding and are confirmed in the individual Vendor Agreement. Rates may vary based on product sub-category, vendor tier, or promotional periods. Vendors will be notified of any changes to commission rates with a minimum of 30 days’ written notice
4.2 Payment Schedule
Payments to vendors are processed on a bi-weekly basis (every 7 days), following the successful completion of the customer return period. The standard return period for products is 14 days from the date of confirmed delivery.
Payment timelines:
- Day 0: Order delivered and confirmed
- Day 7: Return period ends (if no return claim is filed)
- Day 7- 14: Payment released in next scheduled payment cycl
4.3 Payment Holds
Payments may be withheld in the following circumstances
- An active return, refund, or dispute claim is filed by the customer
- A policy violation investigation is in progress
- Required documentation for account compliance is missing or expired
- Fraudulent activity is suspected
4.4 Payment Disputes
Vendors who believe a payment is incorrect must submit a dispute within 14 days of the payment date. Disputes can be raised via the Vendor Portal or by contacting vendors@hurriastreet.com. Hurria Street will respond to payment disputes within 5 business
days
5. Returns & Refunds
5.1 Return Policy
Customers are entitled to return productpurchases within 14 days of confirmed delivery, provided the item is unused, in originalpackaging, and accompanied by proof of purchase.
5.2 Defective Items
Products reported as defective within 14 days of delivery will be subject to the following process:
- The customer submits a defective item claim with supporting evidence (photos/video)
- Hurria Street reviews the claim within 48 hours
- If the claim is approved, a full refund or replacement is issued to the customer
- Return shipping costs for defective items are borne by the vendor
5.3 Vendor Responsibilities
Vendors must respond to return and refund queries within 2 business days. Persistent failure to cooperate with the returns process may result in account penalties. Hurria Street reserves the right to issue refunds on behalf of vendors in cases of non-response, charging the amount against future payouts.
6. Customer Service Standards
6.1 Response Time Requirements
Vendors are required to maintain responsive and professional customer communication:
- Customer inquiries must be responded to within 24 hours on business days
- Order status updates must be provided proactively for delayed shipments
- Vendors must resolve customer complaints within 3 business days or escalate to Hurria Street support
6.2 Vendor Ratings
Customer reviews and ratings are collected after each completed order. Vendors are expected to maintain a minimum average rating of 3.5 out of 5. Accounts falling below this threshold will be reviewed and may face reduced visibility or suspension pending improvement.
7. Intellectual Property
Vendors confirm that they hold all rights or necessary licenses for any images, logos, brand names, and product content used in their listings. Hurria Street prohibits:
- Unauthorized use of third-party trademarks or brand identities
- Listing products using copyrighted images without permission
- Using misleading brand associations to increase product visibility
Vendors found in violation of intellectualproperty rights will have their listings removed immediately and may face legal action.
8. Account Suspension & Appeals
8.1 Grounds for Suspension
An account may be suspended for any of the following:
- Listing counterfeit, stolen, or prohibited products
- Sustained failure to meet fulfillment or customer service standards
- Fraudulent activity or misrepresentation during registration
- Failure to cooperate with an investigation or audit
- Severe or repeated violation of any section of this policy
8.2 Suspension Tiers
Hurria Street operates a graduated enforcement approach:
- Tier 1: First violation (minor): Written warning with a 7-day remedy period
- Tier 2: Second violation or unresolved Tier 1: Temporary suspension (7–30 days) and listing removal
- Tier 3: Severe violation or repeated Tier 2: Permanent account termination
8.3 Appeals Process
Vendors may appeal any suspension decision within 14 days of notification by emailing appeals@hurriastreet.com with supporting documentation. Hurria Street will review appeals and respond within 10 business days. Appeal decisions are final.
8. Account Suspension & Appeals
Vendors agree to handle all customer data obtained through Hurria Street transactions in accordance with applicable data protection laws.
This includes:
- Using customer information solely for the purpose of fulfilling orders
- Not selling, sharing, or using customer data for independent marketing without explicit consent
- Reporting any suspected data breach to Hurria Street within 24 hours
Hurria Street processes vendor data in accordance with our Privacy Policy, available on the platform.
10. Hurria Street’s Commitments to Vendors
Hurria Street is a partner in your success.We are committed to providing:
- A transparent and fair commissionand payment structure with advance notice of any
changes - A dedicated Vendor Support teamaccessible via the Vendor Portal and email
- Clear and timely communicationregarding policy updates, platform changes, and promotions
- Access to performance analyticsand sales reporting tools
- A fair and documented appealsprocess for all enforcement actions
- Marketing and promotional opportunities to increase product visibility
11. Policy Updates
Hurria Street reserves the right to update this policy at any time. Vendors will be notified of material changes via email and through the Vendor Portal at least 30 days prior to the effective date of the change. Continued use of the platform after the effective date constitutes acceptance of the updated policy.
Contact & Support
|
Support Type |
Emails |
|---|---|
General Vendor Support |
vendors@hurriastreet.com |
Payment Disputes |
payments@hurriastreet.com |
Account Appeals |
appeals@hurriastreet.com |
Compliance & Legal |
compliance@hurriastreet.com |
Vendor Portal |
vendor@hurriastreet.com |