Vasana Seller Operational Policy
Last updated: June 2026
This policy sets out your day-to-day operational obligations as a brand partner on the Vasana marketplace. It covers how orders are processed, how products must be listed and managed, how customer complaints are handled, your pricing obligations, and what happens when operational standards are not met.
This policy is part of the Vasana Agreement Suite. It should be read alongside the Vendor Terms & Conditions, the Return & Exchange Policy, and the Packaging Guidelines.
Order Processing
How you receive orders: When a customer places an order for your product, you receive a notification on the Vendor Portal and via your agreed communication channel. The notification includes the order details, product(s) ordered, customer delivery address, and any special instructions.
Order acceptance: The order is deemed accepted unless you reject it or communicate to Vasana within 24 hours of receiving the notification. If you do not respond within 24 hours, the order is treated as accepted and you must fulfil it.
Order rejection: If you cannot fulfil an order (for example, because the product is out of stock despite your inventory showing availability), you must reject it on the Vendor Portal within 24 hours with the reason. Repeated order rejections due to inventory inaccuracy will trigger the penalty framework described below.
Your responsibility once an order is accepted: You must prepare the product for dispatch, ensure it matches the listing description and images, pack it in accordance with the Packaging Guidelines, and hand it over to Vasana's logistics partner within the dispatch timeline.
Dispatch and Handover
Dispatch timeline:You must hand over ready-to-ship products to Vasana's logistics partner within 2 working days of order acceptance.
What "ready-to-ship" means: The product is packed in its final shipping-ready form per the Packaging Guidelines, with all required labels and documentation included. The logistics partner should be able to collect and ship without any further preparation.
Logistics handover:Vasana's logistics partner handles all deliveries. You do not arrange your own shipping or delivery. The logistics partner will coordinate pickup from your designated address. You must ensure someone is available at the pickup location during the agreed pickup window.
Product accuracy at dispatch: The product you hand over must match the order exactly — correct product, correct size, correct colour, correct quantity. If the logistics partner identifies a packaging or product mismatch at pickup, they may reject the handover.
Product Listing and Catalogue
The Vendor Portal guides you through the product listing process. It prompts you for all required information based on your specific product category. Some information is automatically carried over from your onboarding data. You only need to provide what the portal has not already captured.
Your obligation: Every product listing must be complete, accurate, and compliant with applicable laws. The Vendor Portal indicates which fields are mandatory for your category and validates your submission before it can go live.
Content standards: All product content — text, images, and claims — must be original, truthful, and must not infringe any third-party intellectual property. Offensive, misleading, or illegal content is prohibited. Sustainability claims must be substantiated at your current tier level (see Sustainability Claims section below).
Listing validation: The Vendor Portal automatically validates submitted listings against platform content, compliance, and quality standards. Listings that pass all validation checks go live automatically. Listings that fail validation are returned to you with the specific issues flagged for correction. Vasana reserves the right to remove or suspend any live listing that is later found to not meet platform standards.
Inventory Management
Real-time accuracy: You are responsible for ensuring that your inventory on the Vendor Portal reflects real-time availability. If a product is out of stock, you must update the Vendor Portal immediately. Selling a product that is not actually available results in an order cancellation at your cost and triggers the penalty framework.
Stock levels: You must maintain adequate inventory levels for all products listed as ready-to-ship to ensure successful fulfilment of orders.
Out-of-stock products: If a product goes out of stock, update the listing status on the Vendor Portal. Vasana will remove the product from the consumer-facing catalogue until stock is replenished. You are responsible for reactivating the listing when stock is available again.
PRICE PARITY — PLEASE READ CAREFULLY
You must maintain price parity for your products across all platforms and channels where you sell.
Your core obligation: The price of your product on the Vasana platform must not be higher than the price at which you sell the same product on any other platform — including your own direct-to-consumer website, other marketplaces, offline retail, or any other sales channel. This applies to the Vendor Selling Price at all times.
Price revisions: Any change to your Vendor Selling Price must be submitted through the Vendor Portal at least 15 days before the intended effective date. Price revisions must maintain parity across all your channels and platforms.
If you offer a discount or fund a promotion elsewhere, you must extend the same offer to Vasana users. If you run a special discount on any other platform — including your own direct-to-consumer website, other marketplaces, brand anniversary sales, seasonal promotions, or any other discount or promotional funding — the same discount must be made available to customers purchasing your product through Vasana. The cost of the discount is borne by you, as the brand funding the promotion. Vasana may provide promotional visibility to ensure Vasana users are aware of the offer.
If another platform is selling your product at a lower price, you must immediately inform Vasana. Even if the price reduction was not initiated by you (for example, if another marketplace is funding a discount on your product), you must notify Vasana within 7 days so Vasana can take appropriate action.
Consequences of violating price parity: Price parity violations are subject to the penalty framework described below. Vasana also reserves the right to suspend your product listings until parity is restored.
Customer Complaint Handling
Response timeline: You must review and respond to customer complaints on the Vendor Portal within 24 hours of receiving the notification. This includes complaints about product quality, product mismatch, missing items, and defects.
Your response options: Depending on the complaint, you may accept the complaint and authorise a return/exchange (per the Return & Exchange Policy), reject the complaint with documented reasons, or request additional information from the customer through Vasana.
Direct customer contact is prohibited.All customer communication is routed through the Vasana platform. You must not contact customers directly for any reason — marketing, complaint resolution, feedback, or otherwise — without Vasana's prior written consent.
Sustainability Claims and Compliance
Truthful claims only. All claims regarding the environmental impact, sustainability, organic nature, or ethical sourcing of your products must be accurate, verifiable, and not misleading. You must maintain evidence for all claims at your own cost.
Claims must match your tier level. You must not make any sustainability claim on the Vasana platform that you cannot support with documentation at your current tier level. An Aarambh-tier brand may not use language on its listings that implies Bodhi-level verification.
Consequences of false claims:If any claim is found to be false by a regulatory body (including ASCI), Vasana's internal audit, or through a consumer complaint, you will be liable for "Misleading Advertisement" penalties under the ASCI Code, CCPA Greenwashing Guidelines 2024, and the Consumer Protection Act 2019. You must indemnify Vasana against all third-party claims, fines, and penalties arising from your unsubstantiated or misleading sustainability claims.
Shelf Life Requirements
Personal Essentials: All Personal Essential products must have a minimum remaining shelf life of 6 months or 50% of total declared shelf life(whichever is higher) at the time of handover to Vasana's logistics partner.
Other products with shelf life: If any product in your catalogue is required by Indian law to have a minimum shelf life, it must comply with the applicable legal requirement at the time of handover to the logistics partner.
Expired products: Handing over a product that is past its expiry date or below the minimum shelf life threshold at handover is a breach of this policy and will trigger the penalty framework.
Regulatory Certifications and Compliance
You must maintain all applicable regulatory certifications, registrations, and licences required for your products at all times. This includes, but is not limited to, BIS certifications, CDSCO registrations, FSSAI licences, and any other product-specific or category-specific certification required by Indian law or as specified during your onboarding.
Your certifications must remain current. If any certification expires or is revoked, you must immediately notify Vasana and delist the affected products from the Vendor Portal until the certification is renewed or replaced.
Vasana may request proof at any time. You must produce valid certification documentation within the timeframe specified by Vasana when requested.
Non-compliant product recall: If Vasana identifies that a product does not comply with applicable regulatory standards, you must accept return of all non-compliant products at your sole cost within 7 daysof Vasana's notification. If you fail to do so, you must indemnify Vasana against any claims, fines, or actions by the relevant regulatory authority. Vasana may deduct or set off any fines or penalties imposed on Vasana due to your non-compliance.
Settlement and Invoicing
Settlement and invoicing is handled through the Vendor Portal. You do not generate invoices manually.
How it works: The Vendor Portal automatically generates settlement statements for each settlement cycle based on your tier. The statement details gross sales, commission deductions, applicable taxes, RTO costs, returns processed during the period, penalties (if any), and net payout.
Your settlement cycle is determined by your tier: 30 days for Aarambh and Jiva, 15 days for Bodhi. Your current tier and settlement terms are visible on your Vendor Dashboard and update automatically when your tier changes.
Payment reconciliation: You must review your settlement statement on the Vendor Portal and verify it against your records. Any discrepancies must be reported within 7 days of the settlement being processed. Discrepancies reported after 7 days may not be entertained.
Settlement is paid to the bank account registered on your Vendor Portal. You are responsible for keeping your bank details accurate. Vasana is not liable for delays caused by incorrect bank information.
PENALTY FRAMEWORK — PLEASE READ CAREFULLY
Vasana reserves the right to levy penalties and take corrective action for operational non-compliance. Penalties are deducted from your pending settlement or adjusted against future payments.
Tiered penalty system: For each default instance within a calendar month — including delayed handover or non-dispatch, wrong items sent, damaged or defective products, non-compliance with Packaging Guidelines, failure to respond to customer complaints within 24 hours, or price parity violations — the following escalation applies:
First instance: A formal written warning is issued, specifying the non-compliance.
Second instance: A penalty equivalent to the commission percentage (as specified in your Brand Schedule) on the affected order is charged. You also bear the cost of return logistics and the customer refund or exchange amount.
Third instance onwards: A penalty of 40% of the affected order value is charged. This amount may be held from the sale of other products until the issue is resolved.
Persistent default: If your defaults exceed 5 instances in a single month or quarter, Vasana may temporarily delist you from the platform. During the delisting period, all outstanding invoices for that month are put on hold. You are given 30 days to resolve all persistent issues. Failure to resolve within 30 days may result in permanent delisting and forfeiture of held invoice amounts.
Specific penalties outside the tiered system:
Sales return rate exceeding 25%: If your total sales returns (excluding returns to origin due to logistics issues not attributable to you) exceed 25% of your total monthly revenue, a penalty of 30% of the amount exceeding the 25% threshold is charged. This penalty applies independently of the tiered system.
Product delisting for quality issues: Vasana may temporarily delist specific products that are associated with a high frequency of returns, complaints, or other non-compliance, regardless of your overall performance. The delisting remains until you provide a satisfactory corrective action plan.
Rewards for Compliance
High-performance reward: If you maintain a non-compliance rate below 2% for a full quarter, you are eligible for a reward. Vasana will provide enhanced visibility on the platform for the subsequent month or offer any other benefit it deems appropriate. Details of available rewards will be communicated via the Vendor Portal.
Sample Products
Vasana may request sample products from you for three purposes:
Social media giveaways: Vasana runs giveaways on its owned social channels to grow the consumer community. Your products may be featured in these giveaways. You will be informed in advance which products are being requested and for which campaign.
Influencer and creator activations: Vasana operates a curated creator network as part of its Spotlight marketing suite. Your products may be provided to creators on a barter basis for content creation and review. The terms of each activation — including which products, how many units, and the content deliverables — will be communicated to you before the products are requested.
Display at Vasana events and pop-ups: Vasana conducts curated physical events — pop-up exhibitions, showcases, and community gatherings — where your products may be displayed at Vasana-operated stalls or experience zones. In these cases, your brand may not be explicitly present at the event (i.e., you may not have your own stall), but your products are displayed as part of the Vasana curation.
Your obligation: When Vasana requests sample products for any of the above purposes, you must dispatch the requested units within the timeline communicated. Sample products are provided at no cost to Vasana. Vasana will specify the quantity, product selection, and delivery details for each request.
Sample product quality: All sample products must be identical in quality to the products sold to consumers on the platform. Sending lower-quality or different products as samples is a breach of this policy.
Marketing, Promotions, and Brand Visibility
Vasana offers a range of marketing, promotional, and offline collaboration opportunities for brand partners. These include:
Vasana Spotlight— a managed brand marketing suite that provides access to Vasana's owned social channels, curated creator network, and consumer analytics. Spotlight is available to brands at Jiva tier and above. Spotlight campaigns and analytics are governed by separate agreements presented at the point of purchase.
Events and Exhibitions — curated physical experiences including pop-up exhibitions, brand showcases, and community gatherings. Brand participation in events is governed by event-specific participation terms communicated for each event.
Workshops and offline collaborations — sustainability workshops, panel discussions, artisan demonstrations, and other formats where brands can participate, gain visibility, and engage with the conscious consumer community.
The specific offerings available to you depend on your tier level and are detailed on your Vendor Dashboard. Your participation in any marketing activity is voluntary and governed by the specific terms communicated for each opportunity.
This policy does not create any obligation for you to participate in marketing activities, or for Vasana to offer them. Availability, pricing, and terms of individual offerings may change.
Changes to This Policy
This policy is a dynamic document. Vasana may update it from time to time to reflect operational improvements, regulatory changes, or platform updates. Changes will be communicated to you via the Vendor Portal. For material changes, you will receive at least 30 days' notice and may be asked to re-accept the updated policy. The current version is always available at portal.vasanaindia.com/legal/seller-policy.