This policy applies to both sellers and buyers on Solemate Africa. It sets out what may not be listed, what conduct is expected in either direction, and what happens when the rules are broken.
Prohibited listings
The following may not be listed under any circumstances:
- Counterfeit or replica goods, including "inspired by", "dupe of" and similar phrasing that mimics protected brands
- Unregistered pharmaceuticals, prescription-only medicines, and supplements making therapeutic claims that are not Pharmacy-and-Poisons-Board-approved
- Weapons of any kind, including realistic replicas
- Wildlife products regulated under CITES or the Wildlife Conservation and Management Act
- Adult content, hate content, or material that promotes violence, discrimination or self-harm
- Items requiring specific licenses (jewellery over specified weights, precious metals, precious stones, and second-hand mobile handsets) where the seller cannot supply proof of the required license on request
- Digital goods, gift cards, and cryptocurrencies
Drop-shipping disclosure
Sellers who do not hold the inventory they list must disclose this on the listing. The lead time and delivery terms visible to the buyer must match the actual fulfilment path — a drop-shipped item cannot be described as "in stock, ships next day" if it is being ordered from a third-party supplier on demand.
Solemate Beauty, one of the sellers on the platform, uses this disclosure by publishing a 3–4 week lead time for items sourced from overseas suppliers.
Seller conduct
Sellers agree to:
- Provide accurate product titles, descriptions, and images. Images must represent the actual item being sold. Placeholder or unrelated stock imagery is not acceptable.
- Honour advertised prices and delivery times. Prices may change for future orders but not retroactively for orders already accepted.
- Respond to buyer messages within 48 hours (excluding public holidays).
- Package items appropriately to survive courier handling.
- Not solicit off-platform transactions or ask buyers for direct payment outside of Solemate Africa's payment methods.
Buyer conduct
Buyers agree to:
- Provide accurate delivery information
- Be available to receive delivery within the offered window
- Not initiate fraudulent chargebacks or false claims of non-receipt
- Not abuse sellers or Solemate Africa support staff
Enforcement
Violations are handled proportionately:
- Minor first-time: warning, seller support contact
- Repeated or moderate: temporary suspension of listings, held funds paused pending review
- Serious or fraudulent: permanent removal from the platform, forfeiture of held funds under the Payments policy, reporting to relevant authorities where appropriate
Appeals are reviewed by a person, not by the algorithm. Write to [email protected] within 14 days of an enforcement action.