Official Partner & Vendor Policies

1. Anti-Counterfeit Policy

Vendors must source and sell authentic products only. Where branded goods are concerned, stock should come from authorised distributors or other legitimate sources, and vendors should retain invoices, distributor records and authorisation letters that can establish authenticity. If a vendor is uncertain about a product's authenticity, it must not be listed until the concern is resolved.

Lizimas Store may review listings, request evidence of authenticity, and investigate customer or brand complaints. A listing may be suspended while an investigation is conducted.

Violations can result in delisting, refusal or return of stock, financial penalties, withheld payment, suspension or termination of the vendor account, and referral to relevant authorities where warranted. A vendor may dispute an authenticity finding by submitting invoices and supplier documentation through support.

2. Content & Image Guidelines

Every listing must include: brand (where applicable), correct category, an accurate product name with distinguishing detail (colour, size, capacity), complete attributes, a clear description of features and condition, key highlights, everything included in the box, price in UGX, warranty information where it applies, and any mandatory safety or regulatory information.

Names and descriptions must be factual and must not misrepresent brand, model, size, condition, origin, warranty or performance. Used, refurbished or open-box items must say so plainly.

Images must accurately depict the actual item, be clear and well lit, and show at least three angles where that materially helps the customer. Do not distort, overlay excessive text or watermarks, or use screenshots or third-party images without permission. Do not use a celebrity, brand logo or endorsement-style image that falsely implies sponsorship.

Lizimas Store may correct, reject or suspend content that does not meet these standards. Repeated inaccurate listings can lead to suspension or other penalties; material misrepresentation or infringement can lead to stronger action, including removal or termination.

3. Delivery Guidelines

Once an order is confirmed, the vendor prepares the correct item, uses the provided shipping label, and hands it to the designated Lizimas Store drop-off point (or an approved collection service), obtaining a handover acknowledgement. Lizimas Store may inspect the product and packaging and may refuse receipt for non-compliant quantity, quality, packaging, labelling, prohibited or counterfeit products.

After accepted handover, Lizimas Store or its delivery partner is responsible for delivering to the customer.

If delivery fails or a customer returns an item, it is made available for vendor collection: normally 7 days at the original drop-off point, then a further 14 days at a central hub (21 days total for Uganda). Uncollected inventory after that window may be treated as forfeited. Damage should be documented with photographs and any claim submitted within the stated claim period.

4. Fulfilment Guidelines

The vendor must verify product, quantity, variant, colour and size before handover; ensure sellable condition and proper packaging; meet the fulfilment deadline shown on the dashboard; and never substitute a different product without approval.

Once Lizimas Store accepts a product at handover/quality-control, responsibility for customer delivery moves to Lizimas Store. The vendor remains responsible for defects, misrepresentation, inadequate packaging or incorrect specification attributable to them.

The same 7+14 day (21-day total) collection window and forfeiture rule applies to returned or uncollected inventory. Failure to fulfil orders accurately or on time may lead to operational restrictions, refusal of stock, or financial penalties in UGX, with the reason and amount communicated and a dispute route provided.

5. Packaging Guidelines

Use strong, clean packaging appropriate to the product's size, weight and fragility. Stabilise contents so they cannot move, use dividers between fragile items, and apply fragile/handling/orientation markings where relevant. Small fragile items should be individually cushioned; each fragile item should have adequate cushioning and should not touch another fragile item. Large or heavy items need edge protection and appropriate strapping.

Do not use damaged or substandard cartons, leave excessive empty space, rely solely on a "Fragile" sticker, or cover required shipping labels. Lizimas Store may inspect packaging at handover and refuse a package that creates a material risk of damage, leakage or delivery failure. Repeated failures can lead to retraining, restrictions, refusal of stock or penalties.

6. Vendor Data Protection & Privacy Policy

A vendor receives only the information reasonably necessary to fulfil an order — order reference, product details, quantity, and limited customer information required for handover — through the Vendor Dashboard or another authorised channel.

Customer data may be used only to prepare and hand over the relevant order. Vendors must not use it to market unrelated products, solicit customers directly, move transactions outside Lizimas Store, build customer lists, or ask a customer to cancel and pay the vendor directly. Once an order is handed over for quality control, the vendor must not independently contact the customer.

Access should be limited to personnel who need it, dashboard credentials must never be shared, and customer information must not be copied into personal phones, spreadsheets or messaging groups beyond what an authorised fulfilment step requires. Data should not be kept longer than necessary and must be securely deleted or returned once no longer needed. Any suspected loss, unauthorised access or other data incident must be reported to Lizimas Store immediately.

Failure to comply may result in removal of data access, order restrictions, suspension of the vendor relationship, contractual penalties, and other action permitted by the Vendor Agreement and applicable law.