Vendor Terms

Version 1, effective 18 Oct 2026

These terms apply to every vendor selling on Shop Proudly SA, the online store run by Proudly SA Online Store (Pty) Ltd (“the store”). You accept them by registering as a vendor. If you were already selling when they took effect, you accept them by continuing to sell.

1. Who may sell

1.1 Only a registered Proudly South African member whose membership is current may sell on the store. Membership comes first: an application from a business that is not a current member is not approved.

1.2 Each product you list must meet the Proudly South African requirements as well. Those requirements are set by Proudly South African and apply to every product, not only to the business.

1.3 Losing your Proudly South African membership is a serious breach under clause 7.

2. Your listings

2.1 The store reviews new listings before they appear on the storefront.

2.2 You are responsible for the facts of each listing: the price, stock, weight and dimensions, SKU and barcode, the options a product comes in, and its photos. Keep them accurate.

2.3 The store may write and edit the title, descriptions, category and search details of any listing, for accuracy and for compliance, without first asking you.

3. Orders and customers

3.1 The customer buys from Proudly SA Online Store (Pty) Ltd, not from you. The store carries the obligations to the customer set out in its Refund, Return and RMA Policy and its Delivery and Shipping Policy, and the standards in clause 5 are what allow it to meet them.

3.2 Where the store has to refund or replace goods because you will not, it does so first and recovers the amount from you afterwards. The customer is never asked to wait for that to be resolved.

4. Commission and payment

4.1 The store keeps a commission of 13% on every product sold.

4.2 Your share of an order is paid to you within 14 business days after the order is delivered. It is paid through NjiaPay split payments or, where no NjiaPay payout account had been set up for you when the order was placed, by Paystack transfer.

4.3 Proudly SA Online Store (Pty) Ltd is not registered for VAT and charges no VAT on sales through the store.

5. Standards

5.1 The standards you are held to, how they are measured and what happens when one is missed are set out in the Vendor Performance and Accountability Policy, ECOM-P: 006. The standards are:

  • confirm stock within 1 working day of an order;
  • have the order ready for the courier within 2 working days of confirming stock;
  • answer a message from the store within 2 working days;
  • cancel 5% or fewer of your orders because you cannot supply;
  • give valid tracking on 95% or more of your orders;
  • keep stock levels 90% or more accurate;
  • keep a customer rating of 3,5 stars or better.

5.2 A working day is Monday to Friday, excluding South African public holidays. Percentages are measured over a rolling 60 days and apply only once you have had at least 10 orders in that period.

5.3 Every measure is taken from order records the store holds. You see your own figures in the vendor dashboard. You may query any figure, and if the store cannot show the record behind it, the figure is withdrawn.

5.4 No sanction applies to a measure until the report producing it has run for a full 60 days and you have been able to see your own numbers for that period.

5.5 When a standard is missed, the steps are: a notice, a first written warning, an improvement plan, listings paused, and removal. No step is skipped except for a serious breach under clause 7. You may appeal any step in writing to the Head of E-Commerce within 10 working days. The step is suspended until the appeal is decided, and the decision is given in writing with reasons.

5.6 The store undertakes to give you a working dashboard login and the training to use it, to send order notifications you actually receive, to publish the measures and your own figures, to pay out on the published cycle, and to answer your queries within 2 working days. You are not held to a standard for any period in which the store did not do these things for you.

6. Customer information

6.1 For each order you receive the customer’s name, delivery address and telephone number, and what they ordered.

6.2 You may use that information only to fulfil the order it came with. Handle it as the Protection of Personal Information Act requires: keep it secure, do not use it for marketing, and do not pass it to anyone else.

6.3 Misusing customer information, or contacting a customer outside the order they placed, is a serious breach under clause 7.

7. Serious breaches, suspension and removal

7.1 These justify immediate suspension of your listings. You are told why on the same day and may appeal under clause 5.5.

  • Selling counterfeit goods, or goods you have no right to sell.
  • Goods that are unsafe or that do not meet a compulsory specification.
  • Taking payment for goods you have no intention or ability to supply.
  • Misusing customer personal information, or contacting customers outside the order they placed.
  • Refusing to honour a customer right that the Refund, Return and RMA Policy gives.
  • Losing Proudly South African membership.

7.2 While your listings are paused they are hidden from the storefront, and existing orders are completed.

7.3 The store may remove you from the platform if your listings have been paused twice in 12 months, or for a serious breach. Outstanding payouts are then settled in the normal cycle.

8. Changes

8.1 If these terms change, the new version is published on this page with a new version number and effective date.

9. Questions

9.1 Questions about these terms go to [email protected].

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