Annex A – KYC & Vendor Onboarding
1. Mandatory Business Information
Vendor shall provide:
- Legal Business Name
- Trade Name (if any)
- Business Type
- GSTIN
- PAN
- Registered Address
- Operational Address
- Contact Person Name
- Mobile Number
- Email Address
2. Banking Information
Vendor shall provide:
- Account Holder Name
- Bank Name
- Account Number
- IFSC Code
- Cancelled Cheque / Bank Proof
3. Required Documents
Mandatory:
- PAN
- GST Certificate
- Bank Proof
If Applicable:
- CDSCO Registration
- ISO Certification
- CE Certification
- Brand Authorization Letter
- Import License
4. Vendor Verification
TheraStore reserves the right to:
- Verify documents
- Verify GSTIN
- Verify bank account ownership
- Request additional information
Vendor accounts may remain restricted until verification is complete.
Annex B – Product Upload Standards
Mandatory Fields
- Product Title
- Brand Name
- Category
- SKU
- HSN Code
- GST %
- Product Description
- Key Features
- MRP
- Selling Price
- Stock Quantity
- Weight
- Dimensions
- Warranty Information
- Return Eligibility
Product Images
Minimum:
- 3 Images
Recommended:
- Front View
- Side View
- Usage View
Image Requirements
- High Resolution
- Proper Lighting
- No misleading edits
- No competitor branding
Validation Rules
- SKU must be unique
- Selling Price ≤ MRP
- Stock cannot be negative
- GST mandatory
- HSN mandatory
Annex C – Packaging & Shipping Standards
Products must be packaged to prevent:
- Transit damage
- Moisture damage
- Tampering
Outer Packaging Must Display:
- Order ID
- Customer Name
- Shipping Address
- Vendor Return Address
Fragile Products must contain:
- Fragile Labels
- Internal Cushioning
Shipping — Vendor shall:
- Dispatch within SLA
- Upload AWB within 24 hours
- Use approved courier partners
TheraStore reserves the right to impose packaging penalties for repeated damage claims.
Annex D – Returns & Reverse Logistics SOP
Eligible Return Reasons
- Wrong Product
- Damaged Product
- Defective Product
- Missing Components
- Product Not As Described
Process
- Customer raises return request.
- Vendor reviews request within 48 hours.
- Reverse pickup initiated.
- Product inspected.
- Refund or replacement processed.
Rejected Returns
- Used products
- Customer-caused damage
- Out-of-policy requests
Vendor shall cooperate with all approved return investigations.
Annex E – SLA & Penalty Matrix
| Metric | SLA |
|---|---|
| Order Acceptance | Within 24 Hours |
| Dispatch SLA | Within 24–48 Hours |
| Tracking Upload | Within 24 Hours of Shipment |
Penalty Matrix
| Violation | Penalty |
|---|---|
| Late Dispatch | ₹50 per order |
| Fake Tracking | ₹100 per order |
| Wrong Product | Vendor bears full responsibility |
| Packaging Failure | Actual recovery cost |
| High RTO Rate (>25%) | COD restriction |
| Counterfeit Product | Immediate suspension and termination |
| Repeated SLA Breach | Temporary suspension |
Annex F – Settlement & Commission Statement
Commission Structure
Commission is charged item by item, not on the order total: the rate is set by the unit price of each item excluding GST, and applies to the value of that item line excluding GST.
| Tier | Unit price of the item (excl. GST) | Commission |
|---|---|---|
| Tier 1 | Up to ₹750 | 17% |
| Tier 2 | Above ₹750, up to ₹2,000 | 15% |
| Tier 3 | Above ₹2,000 | 12% |
For orders placed on or after 19 September 2026, a minimum commission of ₹20 applies to your items in each order (never more than their value excluding GST), and ₹80 is recovered for each shipment booked for your items. Both are shown on your settlement statement (Annex F).
Sample Settlement
One item with a unit price of ₹1,500 excluding GST, delivered in one shipment, on an order placed on or after 19 September 2026, with no refund:
| Item | Amount |
|---|---|
| Taxable Value of Items Delivered (excl. GST) | ₹1,500 |
| Commission (15%) | − ₹225 |
| Refunds | ₹0 |
| Shipping Recovery (1 shipment) | − ₹80 |
| Net Payable | ₹1,195 |
Net payable = taxable value of your delivered items − refunds − commission − shipping recovery. Commission is charged on sales net of refunds, so a refunded sale earns no commission.
Settlement Report Fields
- Gross Sales (incl. GST)
- Taxable Value (excl. GST)
- Commission, including any Minimum Commission
- Refunds
- Shipping Recovery
- Net Payable
- Payout Status
Settlement Cycle
Weekly T+7 after delivery and return review period.
Annex G – Serviceability Rules
Vendor must maintain:
- Option A — Serviceable States, or
- Option B — Serviceable Pincodes
Vendor Responsibilities
- Keep coverage updated
- Accept orders only within coverage
- Ensure dispatch capability
Platform Rights
Orders outside serviceability coverage may be cancelled.
Repeated failures may result in penalties.
Annex H – Restricted & Prohibited Products
Prohibited
- Prescription Medicines
- Controlled Substances
- Counterfeit Products
- Expired Products
- Illegal Products
- Dangerous Goods prohibited by law
Restricted
- Electrotherapy Devices
- Medical Devices requiring approvals
- Imported regulated products
TheraStore may request:
- CDSCO documentation
- ISO certification
- Brand authorization
Failure to provide documentation may result in listing removal.
Annex I – Data Protection & DPDP Compliance
Vendor shall:
- Use customer information only for order fulfillment.
- Not store unnecessary customer data.
- Not sell customer information.
- Not share customer information with third parties except fulfillment partners.
- Implement reasonable security controls.
Customer data includes:
- Name
- Phone Number
- Email Address
- Delivery Address
Violation may result in:
- Immediate suspension
- Permanent termination
- Legal action
Vendor shall comply with applicable Indian data protection laws.
Annex J – Marketplace vs Inventory Model
A. Marketplace Model
Vendor owns inventory. Vendor remains seller of record.
Vendor is responsible for:
- Inventory
- Product quality
- Warranty
- Compliance
TheraStore provides:
- Marketplace access
- Order management
- Customer acquisition
- Payment processing
B. TheraStore Inventory Model
TheraStore purchases inventory. TheraStore owns inventory. TheraStore acts as seller of record.
TheraStore is responsible for:
- Inventory management
- Shipping
- Customer support
- Invoice issuance
C. Hybrid Model
TheraStore reserves the right to operate both models simultaneously.
Applicable obligations shall depend on the inventory ownership structure of each order.