Introduction
1. Item Listing Accuracy and Descriptions
2. Item Location and Dispatch
3. Postage, Handling, and Fees
4. Delivery and Tracking
5. Returns, Refunds, and Consumer Rights
6. Seller Communication and Customer Service
7. Inventory Management and Availability
8. Advertising and Compliance
9. Order Cancellation
10. Legal Obligations and Compliance
Summary
Introduction
Ventio is committed to maintaining the highest standards of integrity, transparency, and consumer protection in all our sales. This Selling Practices Policy outlines the expectations and obligations for all sellers operating on Ventio to ensure compliance with applicable laws including the Cyprus Consumer Protection Law, Sale of Goods and Supply of Services Law, the EU Consumer Rights Directive, and other relevant Cyprus and EU legislation. Failure to comply with this policy may result in corrective actions including listing removal, account restrictions, or suspension.
1. Item Listing Accuracy and Descriptions
- Provide accurate, clear, and complete descriptions of each item, including:
- Condition (new, used, refurbished)
- Any defects, flaws, or damage
- Specifications and technical details
- Actual photographs of the item alongside stock images if applicable
- List only items genuinely in possession or reliably sourced with agreed fulfillment arrangements.
- Avoid misrepresenting item location, condition, or features.
2. Item Location and Dispatch
- Specify the precise dispatch location (city and country) matching the actual shipping origin.
- Avoid incorrect or misleading location details that confuse buyers about delivery time or cost.
- Clearly state and adhere to dispatch times. Dispatch items promptly upon payment clearance.
- Do not withhold shipment due to pending payment.
3. Postage, Handling, and Fees
- Postage and related charges must be clearly and accurately stated upfront in listings.
- Allowed charges include:
- Actual postage costs based on buyer-selected delivery service
- Reasonable packaging and handling fees reflecting material costs
- Delivery confirmation or tracking costs if offered
- Applicable VAT or government-imposed taxes
- Prohibited charges include:
- Separate insurance fees (insurance is business seller’s cost)
- Tariffs, customs duties, or undisclosed taxes
- Excessive or misleading postage or handling fees
- Free postage must include no additional fees related to postage, packaging, or insurance.
4. Delivery and Tracking
- Use delivery services that meet or exceed buyer-selected options.
- Do not downgrade or delay delivery services without buyer consent.
- Upload valid tracking details within stated handling timeframes.
- Signature confirmation is mandatory for shipments totaling €500 or more.
- Failure to upload timely or deliver agreed services affects seller ratings and buyer claims.
5. Returns, Refunds, and Consumer Rights
- Business sellers must comply with Cyprus consumer law including the Consumer Protection Law and EU Consumer Rights Directive, ensuring:
- Clear and accessible return policies with specified notification timeframes
- Disclosing who pays for return postage
- Refunding buyers promptly, generally within 14 calendar days of item receipt
- Accepting returns for faulty, damaged, or misdescribed items under legal warranties
- Providing a 14-day cooling-off period for distance sales cancellations
- Restocking or administrative fees on returns are prohibited.
- Buyers cannot be required to return items in a specific condition under Cyprus law.
- Private sellers should clearly state returns policies but may not be bound by consumer return rights for change of mind.
6. Seller Communication and Customer Service
- Respond promptly and professionally to buyer inquiries before and after sale.
- Provide timely shipment updates and tracking information.
- Avoid offensive language, misleading statements, or threats.
- Include business contact details, VAT registration number, and relevant trade authorizations in listings as required by Cyprus law.
7. Inventory Management and Availability
- Ensure that all listed items are in stock and available throughout the listing duration.
- Avoid overselling or creating misleading multi-quantity listings.
- Inform buyers promptly of any stock issues and offer refunds or revised delivery schedules.
8. Advertising and Compliance
- Comply with Cyprus advertising standards and EU regulations.
- Avoid misleading claims, unauthorized endorsements, or inaccurate pricing information.
- Clearly state all prices, taxes, and additional charges.
9. Order Cancellation
- Cancel orders only using platform-approved methods within 30 days of sale.
- Provide accurate and truthful reasons for cancellations.
- Unauthorized or late cancellations may negatively impact seller standing.
10. Legal Obligations and Compliance
- Sellers must comply with all relevant Cyprus and EU laws, including:
- Sale of Goods and Supply of Services Law (Cyprus)
- Consumer Protection Law and EU Consumer Rights Directive
- Distance Selling Regulations (EU/Cyprus)
- Consumer Protection from Unfair Trading Regulations
- Business sellers are responsible for ensuring goods are of satisfactory quality, fit for purpose, and as described.
- Non-compliance may lead to legal action or account sanctions.
Summary
By selling on Ventio, sellers agree to uphold these standards to foster trust, transparency, and compliance, ensuring positive buying experiences for all parties. For specific legal advice, sellers should consult professional counsel familiar with Cyprus law.
