Agent Policy

All Agents must adhere to the following policies when promoting products on our website. Offences and prohibited content can result in suspension of your Account or Legal Action in compliance with local laws.

Products

By default we expect agents to promote our products and in return we reward agents with an encouraging commission. However,  we equally give agents the possibility to add products to our website for which we may require that the agent pay us a commission for using our platform. Adding products into our system must be approved and agents must be verified and contracted before they can benefit from this agent or seller program.

PLEASE READ CAREFULLY BEFORE REGISTERING ON OUR SITE.

You may not post, sell or buy any item that is restricted or prohibited by a federal, state or local law in any country or jurisdiction on which we performs business.

Please be aware that Supa Export does not permit any trading items that are illegal, infringe upon the intellectual property rights of others, or may easily be used for illegal purposes.

As an agent of Supa Export, you agree and are 100% responsible for ensuring that the trading items you have promoted are legal or permissible in your region or platform. Thus, before promoting any product, selling lead and/or buying lead, you need to make sure that your items are NOT against the ‘Agent Policy’ or not restricted in your selling area.

Supa Export reserves the right to remove any items that violate the ‘Agent Policy’ without further notice. Supa Export also reserves the right to disable the accounts of any member who continue to violate the ‘Agent Policy’ after having been warned.

The following is a list of some of the products/product types that we do not sell and are prohibited on our website:

  • Adult subscription services or chatting services
  • Contracts and tickets
  • Counterfeit currency and stamps
  • Credit card, credit repair Services, applications for financial services or loans, collection services
  • Degrees or Diplomas
  • Event ticket resale (e.g. sporting, entertainment events tickets)
  • Financial Services
  • Firearms, ammunition, high capacity magazines, stun guns, air guns, military weapons.
  • Gold, Silver and Other Precious Metals
  • Government and transit documents
  • Government and transit uniforms
  • Government IDs and licenses
  • Human body parts, fluids and remains
  • Illegal drugs and drug paraphernalia
  • IPR infringing, replica, and name brand “Knock Off“ products.
  • Job postings
  • Lottery, raffle, contests related
  • Mailing lists and personal information
  • Pornographic, erotic & adult contents including but not limited to: pictures, videos, DVDs, magazines, toys, etc.
  • Posts promoting hatred, racism or religious persecution
  • Prescription drugs or devices, controlled substances, unapproved drugs, unapproved medical devices.
  • Products or images showcasing nudity.
  • Products related to or containing real shark fin
  • Requests for donations
  • Software
  • Spyware, Spamware, e-mail advertising, opt-in or any commercial messaging services
  • Wildlife and related animal products (e.g. pelts, skins, internal organs, teeth, claws, shells, bones, tusks, ivory and other parts)

If you are unsure about the product you wish to register promote with regards to its appropriateness or legality, please contact our customer service team at support@supaexport.ro

CAUTION

Your account may be denied due to following reasons :

  1. Inappropriate or Insufficient Descriptions
    (e.g. Descriptions Mentioning Prohibited Products or illegal Goods, Repetition of Certain Keywords and/or Sentences, etc.)
  2. Inaccurate Contact Info such as Phone/Fax number
    (e.g. unknown country, area and phone number)
  3. Phone number and/or Personal homepage URL already taken by others.
    (FYI, We do not allow duplication of email, phone number, or Website URL for security concern.)

Your account may be blocked due to following reasons :

  1. Your Company / Membership Account Reported as a Fraud, Scammer, or Spammer by Others
  2. You are Posting Information Violating Other Members’ Copyrights such as; IPRs, Trademarks
  3. Your are Posting Information Violating Supa Export’s Terms of Conditions, Agent Policy, etc.

Misuse of the www.supaexport.ro website

All agents are able to access and use our website. If a seller or agent uploads excessive amounts of data repeatedly, or otherwise uses the website in an excessive or unreasonable way, it can create a disproportional load on the website and impair the ability of other agents to easily access and use the website. If an agent is misusing or making excessive or unreasonable use of the services of our website, Supa Export may, at its sole discretion, restrict or block access to product feeds or any other website functions that are being misused, until the seller stops the misuse.

Agent code of conduct

Supa Export enables you to reach hundreds of millions of customers. We strive to ensure a fair and trustworthy buyer and seller experience. We expect you to adhere to the code of conduct principles that are outlined below. Violation of the code of conduct principles can result in the loss of your agent privileges and removal from Agent program.

Agent Code of Conduct / Principles:

  • Adhere to all applicable laws and abide by all Supa Export srl policies.
  • Maintain current account information.
  • Never misrepresent yourself.
  • Always act in a manner that ensures a trustworthy experience for our customers.
  • Never list products that might cause harm to Supa Export’s customers or reputation.
  • Never engage in any misleading, inappropriate or offensive behaviour. This applies to all your activities, including but not limited to promotions.
  • Information provided on your account
  • Information provided in listings, content or images
  • Communication between you and Supa Export, or you and customers.
  • Act fairly at all times. Unfair behavior includes, but is not limited to dishonesty.
  • Behavior that could be deemed as manipulation or “gaming” of any part of the buying or selling experience
  • Actions that could be perceived as manipulating customer reviews, misleading or inauthentic content
  • Activities that could be perceived as attempting to manipulate Supa Export’s search results or sales rankings.
  • Actions that intentionally damage another agent, their promotions or their ratings.

Multiple Agent accounts:

Operating and maintaining multiple agent accounts is prohibited. If you have a legitimate business need for a second account, you can apply for an exception to this policy.

In your request, please provide an explanation of the legitimate business need for a second account. To be considered for approval:

  • You must have a separate bank account for each agent account. We will not approve multiple agent accounts that use the same bank account within the same region. If you sell across regions (for example in North America and Europe), you can use the same bank account for your agent accounts as long as your accounts are linked together.

Also:

  • Each account must have a separate email address.
  • The products and services promoted in each account must be different.
  • Your Performance Metrics must be in good standing.

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 trademark. Supa Export srl reserves the right to remove, screen or edit any product images that breach this prohibition.

Misuse of the Supa Export’s Guarantee:

Any misuse of our Guarantee claim process is prohibited. Agents who have an excessive number or monetary amount of Guarantee claims are subject to termination. In cases where a buyer is dissatisfied with a product or service, they can contact the agent to make arrangements for a refund, return or exchange, as appropriate. Supa Export srl reserves the right to seek reimbursement from the agent if we reimburse a buyer under special circumstances.

Important: Supa Export’s decision to accept, decline or return and determination of the return condition of a product is final.

* The amount of the referral fee and any variable closing fee to be credited to your agent account will be calculated in accordance with the terms of your agent commission agreement.

Refunds

A refund is a customer credit for all or part of the cost of a purchased item. In some cases, we issue customers a “return-less refund”. In other words, they are not required to send the item back to the agent.

Returns

A return is an item a customer sends back to the agent or us. We evaluate the condition of each returned item, if we determine that it is sell-able, we return it to your sell-able inventory. If we determine that it is unsalable (for example, defective or damaged), we assess who caused the damage (Shipper or the customer). We then decide if the buyer is eligible for a reimbursement.

A returned item is classified as unsalable for the following reasons:

  • The product is not in the same condition as previously listed.
  • It is defective, damaged, opened, lacking required labeling, prohibited, or otherwise unsuitable. This includes items that may pose a health or safety risk to our associates or the next customer who buys it.
  • If a returned product has non-volatile internal memory (for example, a digital camera) and there is evidence of use, we mark it as unfulfilled. If such items are returned, you must clear the memory of the device.

For items in your inventory that are categorized as Defective or Customer damaged, you are required to submit a removal order within 30 days or remove the item from your offers (agent Account). You can also request that we return or dispose of this unsalable inventory automatically. For more information, contact support@supaexport.ro

Returns time frame

In most cases, customers can request to return an item within 14 days of receiving it as stipulated by the European Union (Consumer Protection Act). Supa Export may make case-by-case exceptions and accept return requests beyond 14 days of receipt.

In most cases, if an item does not arrive within 14 days of the return request, we will charge the customer and credit your account for the item.

Extended returns time frame

Supa Export’s returns policy allows customers to return eligible items in new, unopened condition without charge if they return the items within 14 days of receiving them. Supa Export may pay for the return delivery at no cost to you. But arrangements must be accepted prior to shipping.

Reimbursements

When we refund a customer for an order, we debit your agent account for all or part of the refund value. In some cases, for example, when an item is lost or damaged when under Supa Export’s control, you may be eligible for a reimbursement for refunds on your order.

When can you expect a reimbursement for a refund on an order?

If a customer has been refunded for an item you promoted, but the item has not been returned to our warehouse within 30 days of the refund, in most cases, we will charge the customer and pay your commission.

If a customer does return an item within 14 days of the refund, we will determine the condition of the returned item.

If a returned item is in a sell-able condition, we will return the item to your inventory and not reimburse you. If a returned item is an unsalable condition, we will determine who is responsible for the condition. When we accept responsibility for an unsalable return, we will reimburse you and will not add the item back to your inventory.

Supa Export does not accept responsibility nor reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of our policies, or other similar reasons. We add these items to your unfulfilled inventory when they are returned.

*Important: Supa Export does not reimburse for refunded items that cannot be returned by customers per our returns policy, unless it is for a reason for which we take responsibility.

*Important: Supa Export will not reimburse you for any refund that you issue directly to a customer.

Reimbursement Value

A reimbursement is a credit we issue to you for all or part of the value of a refund. If an item that you promoted is refunded, we will reimburse the proceeds from the sale of the item to the buyer minus applicable agent fees and local standard VAT rate (if an agreement for a commission exists between agent and end buyer).

Agent Commission(AC)

Agents get a commission based on the price accepted by the end buyer.

AC credits your account for all or part of the agent commission and, where applicable, the variable closing fee for a returned item. For more information contact the support@supaexport.ro

Restocking fee

In some cases, (for example, when a returned item has been opened) we may charge the customer a restocking fee. If so, your account is credited in the amount of the restocking fee. However, you do not receive a restocking fee credit if we take responsibility for the condition of the returned item and have issued you a reimbursement.

Agent Commission Schedule (ACS)

To ensure that you are awarded the correct Referral Fee, you will need to categories your items as precisely as possible when you promote them.

You will get payed based on the applicable individual commission contract.

agent Fees

When your item sells, Supa Export collects the amount paid by the buyer (including the item price and any delivery, gift wrap or other charges). Supa Export pays out a commission to the respective agent.

Referral fees

Agents receive a Referral Fee on each item sold.

For all products, Supa Export pays an applicable Referral Fee percentage calculated on the net income, including any taxes calculated through Supa Export VAT calculation services. The total sales price is the total amount paid by the buyer, including the item price and any delivery or gift wrapping charges.

Referral fees vary by category, and will be negotiated based on agents interested category.

Agent Fee: No subscription fee

A per-item commission percentage is offered for each product sold through an agent.

Can I put a link on my website to products listed on www.supaexport.ro ?

Yes, you can place a link on your website or any platform to the products you are promoting on our site. However, you cannot provide a link from the www.supaexport.ro website to your own website.

Dispute Resolution Information

Alternative Dispute Resolution

The Alternative Dispute Resolution establishes independent bodies to resolve consumer disputes or complaints that this policy does not address. Requirements for submitting disputes to Alternative Dispute Resolution bodies and adhering to their decisions depend on your European Union countries’ implementation of the Alternative Dispute Resolution legislation. Similarly, depending on each EU country, an ADR body’s decisions could be binding on agents. Most of the time, you may also be responsible for the costs that an ADR body incurs while handling your dispute.

Online Dispute Resolution Platform

Online Dispute Resolution applies to all online agents in the EU and establishes the Online Dispute Resolution Platform – an online portal designed to help consumers work with an agent or a seller and an Alternative Dispute Resolution body.

You may be required to adhere to or provide information on Alternative Dispute Resolution and Online Dispute Resolution to customers. Consult a legal adviser for information about your legal obligations.

We will not be held liable for any failure to delivery products from your warehouse to the buyers destination of choice base on your individual sales contract with a buyer, nor will Supa Export SRL be liable for misleading information provided to prospects or buyers by the agents. However, should we find suspicious actions or advertisements made by any agent, the agent’s account may be deleted without prior notice or commission payments to the said agent.

Intellectual property rights

You should ensure that you have all intellectual property rights (such as patents, trademarks, or copyrights) necessary for listing your products in Europe or selling them cross-border within Europe. You may need to have the permission of the brand owner to sell their products in a given European member state in order to avoid an infringement of intellectual property rights (as in the case where your license to the intellectual property is only valid for a specific country). In particular, products must not be counterfeit or illegal parallel imports.

You should investigate the law governing intellectual property for every country where you want to promote our products because your rights in intellectual property may only be valid for a particular country.

In addition, you may want to protect your own intellectual property in Europe.

Parallel importation

Trademark owners may be able to use their trademark rights to prevent re-sale in the European Economic Area (EEA) of genuine branded goods sourced from outside the EEA, even if the non-EEA seller has purchased the goods outside the EEA from an authorized distributor or the trademark owner.

However, the trademark owner’s rights may generally be “exhausted” (for instance, the trademark owner can no longer rely on its trademark rights) in respect of goods placed within the EEA by the trademark owner or with the trademark owner’s “consent.”

The “consent” must in principle relate to each individual product imported and sold in the EEA. Trademark rights may therefore generally not be exhausted simply by the proprietor having consented to the sale of other, identical branded goods within the EEA.

Even when the goods have been placed in the EEA by the trademark owner or with the trademark owner’s consent, the trademark owner may have “legitimate reasons” for objecting to the re-sale of the branded goods.

Situations that may qualify as “legitimate reasons” include, but may not be limited to any of the following:

  • The branded goods have been altered by the agent.
  • The branded goods have been repackaged by the re-seller.
  • The agent is advertising the goods in some way denigrates the goods or the trademark.

Whether trademark owners may use their trademark rights to prevent re-sale in the EEA depends on the specific circumstances of each case, and we strongly recommend that you consult legal counsel to determine whether your products may be legitimately sold in the EEA.

Markings and labels

The “CE” mark is a mandatory conformance mark on many products (such as low-voltage equipment, medical devices, toys, personal protective equipment, and so on). By attaching the “CE” marking, the manufacturer declares that the product is in conformity with the requirements of the applicable European directives.

There are many other marks and labels in Europe (for example, textiles, products in contact with food, recycling, and so on), which may be required to be display on products or packaging. Often product labeling is required by buyers, some to be in the language of the buyer or where the product is sold.

Environment, health and safety

Chemicals – REACH/CLP

REACH is the European regulation on chemicals and their safe use. It deals with the Registration, Evaluation, Authorization and Restriction of Chemical substances. Under the REACH regulation, one of the things manufacturers and importers may be required to do is to gather certain information on the properties of the chemical substances in their products, and to register the information in a central database run by the European Chemicals Agency (ECHA).

In addition to REACH, the Regulation for Classification, Labeling, and Packaging of Substances and Mixtures (CLP Regulation) may apply to your products. The CLP Regulation incorporates the classification criteria and labeling rules agreed at the United Nations level, the so-called Globally Harmonized System of Classification and Labeling of Chemicals (GHS). GHS is based on the principle that the same hazards should be described and labeled in the same way all around the world.

Electrical and electronical equipment – WEEE / RoHS

If you are selling electrical or electronic equipment, you may be subject to the European legislation concerning Restrictions of the Use of Hazardous Substances (RoHS) and/or the collection and recycling of Waste Electrical and Electronic Equipment (WEEE).

The following are examples of requirements in the WEEE regulations that you may be subject to:

  • Displaying the “crossed-out wheeled bin” symbol on your products. The symbol indicates that the product should not be disposed of as normal waste, but rather in specific recycling centers.
  • Joining an authorized WEEE collection and recycling scheme in any European member state in which you sell applicable products.

Batteries

If you sell batteries or products that contain batteries, you may be subject to the Battery Directive. The Battery Directive imposes specific obligations on producers and distributors of batteries.

The following are examples of requirements you may be subject to:

  • Displaying the “crossed-out wheeled bin” symbol on your batteries. The symbol indicates that the battery should not be disposed of as normal waste, but rather in specific recycling centers.
  • Joining an authorized battery collection and recycling scheme in any European member state in which you sell your batteries.

Packaging and packaging waste

Packaged products you sell in Europe must comply with the European Packaging and Packaging Waste regulations.

The following are examples of requirements you may be subject to:

  • Joining an authorized packaging collection and recycling scheme in any European member state in which you sell your products.
  • Displaying recycling symbols on your packaging (for example, the “green dot” symbol).

Product compliance

Plugs and voltage

Countries in Europe use different types of plugs—for instance, the U.K. 3-pin rectangular plug and the continental European 2-pin round plug. In addition, products you import into Europe might work on a different voltage.

Please ensure that you comply with the regulations on plugs and voltage in any European member state in which you intend to sell your products. In particular, your customers should be able to safely use your products.

Toys

The European Toys Safety Directive requires, among others things, that it must be possible to use a toy without any danger to one’s health or safety during the toy’s foreseeable and normal period of use. You may also be required to place warnings on the products that specify the appropriate conditions and limitations of use.

Medical devices

Medical devices range from simple products like bandages to the most sophisticated life-supporting products. If your product is considered a medical device, you may be subject to the European Medical Devices Directive. The Directive requires, among other things, that medical devices shall not compromise the safety and health of patients, or users and other persons when properly implanted, maintained, and used.

Pharmaceuticals and cosmetics

Pharmaceuticals and cosmetics are subject to various regulations in Europe, including special labeling and packaging requirements. The regulations are only partially harmonized. For example, a product may be sold over-the-counter in some European member states, while in others it may only be legally sold in pharmacies.

Food

Food and food products are subject to many regulations in Europe. European food regulations in particular aim at establishing high-quality standards for food and food product hygiene, animal health and welfare, and plant health, and prevent the risk of contamination from external substances.

European food regulations include, among many other things, the following:

  • Specifying rules on appropriate labeling for food products. Often product labeling is required to be in the language of the European member state where the product is sold.
  • Establishing mandatory refund and recycling schemes for beverage packaging in several European member states.

More: Restricted products for import into the United Kingdom

Customs

When you import goods into the European Union (EU), you will need to comply with EU customs laws, as well as laws and regulations that are applicable to the EU country of import. Please note that you are not authorized to import your goods in the name of Supa Export srl. or any affiliate (indistinctly referred to as “Supa” and its corporate name as an “Supa Export srl”) or to reference Supa Export srl anywhere in your shipping documentation except with prior authorization from us. Otherwise, your shipments may be returned to their origin, abandoned, or destroyed at your cost, at the discretion of the carrier or freight forwarder carrying your goods.

Importation regulations may differ between countries in the EU and will depend on the mode of shipping you choose. Therefore, you should strongly consider hiring a logistics provider, such as a customs broker or freight forwarder, to handle the importation process for your company and help you understand all applicable requirements.

Commercial invoice

When your goods are ready to be shipped from your facility, manufacturer, or distributor, the shipper prepares the commercial invoice. It is critical that the commercial invoice be accurate to avoid delays in clearing customs. The following information must be included on the commercial invoice when importing goods into an EU country:

  • Invoice issue date.
  • The complete name and address of the exporter or shipper (seller or manufacturer).
  • The shipper’s contact name, company name, address, and tax ID number.
  • Ship-to address. Provide the legal name of your company, followed by “c/o  LOG – Supa Export srl.” Below this, you may use the address of Supa Export srl to which your goods should be delivered. Supa Export srl may, however, authorize you to include any Supa Export srl name in this address. Please see the example below.
  • Importer of record: Upon mutual agreement, provide the legal name of your company or EU import representative, along with full contact details, Economic Operators’ Registration and Identification Number (EORI) and VAT registration number for the country of import (example below). Prior to shipping, you should consider ensuring that your company or representative can fulfill all criteria to act as importer of record in the country of import.

Supa Export expressly prohibits the use of Supa Export name without consent, including a dispatch center’s name, as the importer of record for any shipment of inventory. Any Logistics (LOG) inventory shipment attempting to make entry with the Supa Export SRL name as the importer of record without an agreement will be refused and returned at the shipper’s expense—no exceptions.

Leaving this information blank also can result in your shipment being refused and returned.

Example “Ship to/Deliver to” fieldExample “Importer of record” field
[Seller legal name]

c/o LOG – Supa Export srl
Str. Rapsodiei Nr. 21
400365 Cluj-Napoca, Romania,

[Seller legal name] or [Seller’s
representative legal name]
1234 Rue de Lyon
9876 Paris, France
EORI: XY123456789
VAT ID: YX87654321

Please note the differences in addresses. The “Ship-to” address includes the Supa Export dispatch center, while the “Importer of record” address includes the seller’s or seller representative’s registered address.

  • Detailed description of the goods invoiced. Includes, among other required elements, the following:
    • Harmonized Tariff Schedule Code (HTS Code)
    • Product quantity
    • Value of each product. For samples or products with no commercial value, a nominal or fair-market value must be stated for customs purposes (1 Euro)
    • Total value of all products in a shipment
    • Currency of the transaction

Additional information may also be required. These requirements are subject to change. It is your responsibility to determine and comply with import requirements.

Depending on the type of product, there may be additional certificates and licenses required for import. These can include a Declaration of Conformity, test reports or leather certificates.

Please check with your logistics provider or customs broker to ensure that you have the complete documentation needed to import into the EU destination country.

Shipping best practices

Supa Export has requirements for the shipments they receive, including the size of the pallets and the type of truck that can deliver to the desired location.

Paying attention to these requirements and best practices will help avoid delays in getting your inventory to the LOG and into your customers’ hands.

 Consumer rights

Please note that these consumer rights are described for illustrative purposes only and do not constitute any legal advice or substitute for any contractual obligation that you may have agreed upon with Supa Export or directly with the consumer.

Rights of cancellation

With some exceptions, consumers in the European Union have the right to cancel a purchase of a product bought online within 14 days of receiving the final item of the order, if they purchased multiple items together that were delivered separately. Even when there is no error from your side, you must refund the item and the shipping costs. You may not have to refund all costs unless one of the following is true:

  1. There is an error on your side.
  2. You agreed to bear all costs for the consumer.
  3. You failed to disclose or inform the customer about the costs that you are legally required to disclose.

For example, you must refund the normal cost of sending the item to the consumer but not any extra costs for services that the customer chooses, such as expedited delivery or gift-wrapping. Similarly, when you expressly inform the consumer, you don’t have to bear the cost of returning the product to you.

Please note that these consumer rights are in addition to any contractual return rights that you may have agreed upon with Supa Export (e.g. 30-day return guarantee) or directly with the consumer.

Legal warranty

In the EU, you are required by law to give customers a warranty stating that the products you sell are free from faults and are as advertised (i.e., conformant with the contract). Standards exist to assess when products do not conform to the contract. If the products do not conform, customers can request a free repair, replacement, or refund following a sale. The warranty period will vary depending on the country. Most EU countries provide for a minimum period of two years from the date the customer received the product. The United Kingdom, however, requires a “reasonable time” following the sale that will vary depending on the product and its value.

The period during which you can receive a warranty-related claim from a customer also varies by country. For example, parties to a contract in England and Wales have up to six years to bring a claim from the date on which their rights were infringed; a customer thus may claim that a product is faulty six years after receiving it.

NOTICE:

The Product Listing Policy listed above should not be considered exhaustive in nature and shall be updated on a continuous basis.

The policies herein are either directly or indirectly linked to our Terms Of Use and our Privacy Policy. However, they provide the base policy on selling your products through our website in good faith.