Business & Legal Compliance

Business registration is encouraged but not required. Unregistered Merchants must provide a valid National ID and proof of business activity. 

The Merchant must provide a valid Kenya Revenue Authority (KRA) PIN and valid bank account or M-Pesa number.

Product Criteria

Products must meet at least one of the following criteria:

• Sustainable Products: Eco-friendly, upcycled, or designed to minimize environmental impact. Certifications (FSC, OEKO-TEX, Fair Trade) should be provided where available.
• Ethical Products: Produced under fair labor conditions with transparent sourcing.
• Made in Kenya: Manufactured, designed, or assembled in Kenya. Certification from KEBS or relevant authorities may be required.

The Merchant must provide accurate descriptions of products, including sourcing and production details. Shop EcoTribe may request supporting documents or certifications. False sustainability claims will result in a KES 2,000 fine per violation and potential product delisting.

Prohibited Products include:

• Counterfeit or fake products.
• Single-use plastics that cannot be recycled.
• Products failing to meet health, safety, and sustainability standards.
• Any item violating Kenyan or international trade laws.

Compliance & Marketplace Standards

Shop EcoTribe reserves the right to inspect products for compliance. Non-compliant items may be removed, and repeated violations can lead to account suspension.

Shop EcoTribe may approve or reject any Merchant or product that does not align with its standards.

Merchants apply via the Merchant Listing Form, email, Direct Message, or phone.

Shop EcoTribe conducts a quality check on the Merchant’s products and provides approval or rejection feedback on listing on the Marketplace.

Approved Merchants submit a product catalog and price list. If needed, Shop EcoTribe collects samples for a photoshoot, providing 10 free product images. Additional images are at the Merchant’s cost. Merchants may submit their own images if they meet quality standards (clear, well-lit, solid background).

Shop EcoTribe manages product listings, including descriptions and pricing.

Ready-to-Order Products

These products are pre-made and available for immediate purchase and fulfillment.

Made-to-Order Products

These are custom-made after an order is placed. Merchants must advise on production time of made-to-order listings.

Shop EcoTribe handles all listings. Merchants must provide accurate product details, including descriptions, pricing, and high-quality images. Shop EcoTribe may modify descriptions for clarity and consistency.

Made-to-order products will be clearly labeled at listing with the estimated production time for made-to-order products indicated.

Merchants may request updates anytime via phone or email. Weekly updates are encouraged. Out-of-stock products must be reported to Shop EcoTribe daily.

Maintaining consistent pricing across all sales channels is encouraged. Merchants may also offer exclusive pricing for Shop EcoTribe shoppers

A 10% commission is applied per sale unless for bulk orders where a reduced commission may apply, subject to prior agreement. The rate will be based on order volume and product category.

Discounts and promotions must be approved by the Merchant. The commission will be applied to the discounted price.

The Merchant is solely responsible for processing, packaging, and shipping orders to customers.

Shop EcoTribe will share order and customer details immediately upon order confirmation to ensure timely fulfillment.

For Nairobi deliveries, orders placed before 2 PM must be fulfilled on the same day, while those placed after 2 PM will be fulfilled the next day. For deliveries outside Nairobi, orders must be dispatched for next-day delivery. International orders must be dispatched within 48 hours of order confirmation.

For made-to-order items, fulfillment timelines will apply after the production period, which should be clearly communicated by the Merchant and listed on the marketplace.

Delays must be communicated immediately. A penalty of KES 50 per day, up to KES 500 per order, applies for late fulfillment.

The Merchant is responsible for ensuring all orders are securely and professionally packaged to prevent damage during transit. Packaging should align with eco friendly standards, avoiding excessive plastic and prioritizing recyclable or biodegradable materials. Each package must be clearly labeled with the order details and customer information to facilitate smooth delivery.

The Merchant is responsible for ensuring timely order fulfillment and delivery. Orders must be processed and dispatched within the agreed timelines. 

The Merchant must provide regular updates on order status, including dispatch confirmation, delays, and failed deliveries, through the tracker provided by Shop EcoTribe. Any failed deliveries must be reported immediately, along with the reason for non-fulfillment.

If a Merchant-related delay causes a failed delivery, Shop EcoTribe may cancel the order, impose penalties, or suspend the Merchant’s account for repeated violations.

Shop EcoTribe has a return policy that allows customers to request a return within 48 hours of receiving their order. Once a return request is initiated, Shop EcoTribe will share the details with the Merchant, who is responsible for handling the return process. Exchanges are preferred, but refunds can be issued upon a customer's request. Exchanges must be fulfilled within the same order fulfillment timelines applicable to new orders.

Returns may be denied if:

• The returned item is used or damaged (unless defective).
• The return request exceeds 48 hours.
• The item is made-to-order, which is only eligible for further customization, not refunds.
• The product seal, tags, or original packaging is missing or tampered with.
• The return is due to a change of mind rather than a defect or incorrect item received. 

If a return is due to an issue with the product—such as defects, incorrect items, or misrepresentation—the Merchant is responsible for covering the return shipping costs. However, if the customer requests a return due to preference (e.g., change of mind), they will be responsible for the return shipping fee.

The Merchant is responsible for handling lost package claims directly with their shipping provider. Lost package issues must be investigated and resolved within 48 hours of being reported. If the issue is not resolved within this period, the Merchant must either send a replacement item or issue a refund to the customer.

To maintain operational efficiency, uphold service quality, and ensure compliance with marketplace policies, Shop EcoTribe imposes penalties for policy violations.

• Late order fulfillment will result in a KES 50 per day delay fee, up to KES 500 per order.
• If a Merchant has three or more stock-related order cancellations in a month, Shop EcoTribe reserves the right to review their listing and temporarily deactivate affected products until stock is confirmed.
• Shipping an incorrect, defective, or falsely advertised product results in a KES 100 penalty per item, and the Merchant must cover return shipping costs.
• Accumulating three or more penalties within 60 days may result in: temporary suspension from the platform or permanent delisting for severe or continuous breaches.

Payouts to Merchants are issued only after successful delivery to the customer and after the 48-hour return window has passed. 

Shop EcoTribe will process Merchant payouts based on the total order value minus a 10% commission, plus a delivery fee reimbursement based on the standardized location-based rates listed on our Shipping Costs Page. The Merchant agrees to accept these delivery rates as final, regardless of actual courier charges. Any cost differences will be covered by the Merchant.

Payments will be processed weekly on Tuesdays and Thursdays via M-Pesa or bank transfer details provided by the Merchant. 

Any disputes or pending return cases must be resolved before the payout is issued.

Shop EcoTribe is primarily responsible for promoting products on the platform. The Merchant is encouraged to engage in independent marketing to enhance sales.

Shop EcoTribe may promote Merchant products through marketing materials and channels including but not limited to, website promotions, social media features, ad creatives, email marketing, influencer collaborations, paid ads, print media and physical markets.

Participation in joint promotions is voluntary. The Merchant must opt in and approve any product price adjustments before inclusion in promotions.

Discounts in promotions are covered by the Merchant. Shop EcoTribe will not bear any discount costs and commissions will be deducted from the discounted price.

By listing on the Marketplace, the Merchant grants Shop EcoTribe the right to use product images, descriptions, and branding for marketing purposes.

Shop EcoTribe will provide the Merchant with sales and marketing performance data related to their products to assess campaign effectiveness.

Either party may terminate this Agreement with 30 days' written notice. The Merchant must fulfill all pending orders unless agreed otherwise. Shop EcoTribe may terminate the Agreement if the Merchant fails to meet standards, violates policies, or ignores repeated warnings. Immediate termination applies to severe violations, including:

• Fraud, false claims, or misleading product information.
• Selling counterfeit or prohibited items.
• Repeated fulfillment failures causing reputational harm.
• Unethical practices like harassment or misconduct.
• Persistent non-compliance with stock updates or pricing accuracy.

For lesser violations, Shop EcoTribe follows this process:

• First Violation: Written warning and corrective request.
• Second Violation: Temporary listing suspension up to 14 days.
• Continued non-compliance results in possible termination.

For severe violations or disputes, Shop EcoTribe may withhold payments for up to 30 days. Merchants can appeal within 7 days, with a final decision issued within 14 days.

The Merchant is solely responsible for the quality, safety, and legal compliance of their products. Shop EcoTribe shall not be held liable for any Merchant non-compliance.

If a customer suffers harm or loss due to a Merchant’s product, the Merchant shall indemnify Shop EcoTribe against all claims, legal proceedings, or financial losses arising from the incident.

Shop EcoTribe shall act as a mediator in disputes between customers and Merchants. If mediation fails, the matter shall be referred to binding arbitration under the Nairobi Centre for International Arbitration (NCIA).

Shop EcoTribe shall not be liable for:

• Losses due to technical issues (e.g., website downtimes, payment failures).
• Losses caused by third-party logistics failures, delivery delays, or regulatory changes.
• Any claims exceeding the total commission earned from the disputed transaction.

If a Merchant misrepresents a product, they must compensate the affected customer. Repeated violations may result in penalties or termination.

If mediation and arbitration fail, disputes shall be governed by Kenyan law, with the courts of Kenya having exclusive jurisdiction.

By listing as a Merchant on Shop EcoTribe, both Parties acknowledge and agree to the terms outlined herein. This Agreement takes effect on the date of listing and remains valid until terminated by either Party as per the stated terms.

For inquiries, contact Shop EcoTribe support:

Fill in the Merchant Support Form

📞 Phone/WhatsApp: +254 759 045919

📧 Email: support@shopecotribe.com

📸 Instagram DM: @shopecotribe