Shipping & Fulfillment Policy

1. Purpose and scope#

1.1 This Shipping & Fulfillment Policy ("Policy") sets out the Seller's obligations for fulfilling and shipping Orders on the Fawran marketplace ("Platform") under the MARKET, FBS, and FBF models. It forms part of, and is incorporated into, the Seller Agreement, and operates together with the Commission & Fee Policies and the buyer-facing Shipping & Delivery Policy. Capitalised terms have the meaning in the Seller Agreement.

2. Fulfilment models#

2.1 MARKET / FBS (Seller-fulfilled). The Seller stores its own inventory and dispatches Orders itself or via an approved carrier, or hands over to a Captain for last-mile delivery, in accordance with this Policy.

2.2 FBF (Fulfilled by Fawran). The Seller delivers inventory into Fawran's warehouses, and Fawran stores, picks, packs, and dispatches eligible Orders and handles the operational side of returns, in accordance with this Policy and the Commission & Fee Policy — FBF.

2.3 Each model is subject to the applicable Commission & Fee Policy, eligibility, and operational requirements made available in the Seller Portal.

3. General fulfilment obligations (all models)#

3.1 The Seller shall: maintain accurate availability and handling times; ensure Items are genuine, safe, correctly packaged, and protected for transit; include required documentation (such as invoices and any regulatory paperwork); meet dispatch and delivery timeframes; and comply with all applicable shipping, dangerous-goods, customs, and product-safety laws.

3.2 The Seller shall package Items to prevent damage, leakage, or harm, and shall comply with special-handling and dangerous-goods requirements (see the Prohibited & Restricted Products Policy). The Seller is responsible for losses arising from inadequate packaging or non-compliant shipments.

4. Seller-fulfilled (MARKET / FBS) requirements#

4.1 The Seller shall dispatch Orders within the handling time stated in the Listing or the applicable standard, provide accurate tracking or hand-over confirmation where required, and ensure Items are ready and correctly packaged for Captain collection or carrier pickup.

4.2 Risk in a Seller-fulfilled Item passes in accordance with the Terms of Sale and the buyer-facing Shipping & Delivery Policy. Where a Captain performs last-mile delivery, the Seller remains responsible for the Item's condition, accuracy, and packaging at hand-over.

4.3 The Seller shall not cancel confirmed Orders except as permitted; seller-caused cancellations, late dispatch, and failed hand-overs count toward performance metrics and may incur penalties under the Commission & Fee Policy — MARKET & FBS.

5. FBF requirements#

5.1 Inbound. The Seller shall deliver inventory to Fawran's warehouses in accordance with inbound requirements (booking, labelling, packaging, quantities, and documentation). Non-compliant inbound shipments may be refused, returned, or subject to handling charges, and Fawran is not responsible for inventory not properly received.

5.2 Storage and handling. Fawran stores eligible FBF inventory and performs pick, pack, and dispatch. Title to FBF inventory remains with the Seller; Fawran holds it as bailee for storage and fulfilment. Storage, long-term storage, removal, and related fees apply as set out in the Commission & Fee Policy — FBF.

5.3 Loss or damage in Fawran's custody. Fawran is responsible for loss of, or damage to, FBF inventory occurring while in Fawran's custody to the extent and on the basis (including valuation and exclusions) set out in clause 6.5 of the Seller Agreement and Part 15 of the Commission & Fee Policy — FBF, and is not responsible for loss or damage attributable to the Seller (including pre-existing defects, inadequate preparation, or inherent characteristics), to events beyond reasonable control, or to normal handling.

5.4 Removal and disposal. The Seller may request removal of FBF inventory, and shall remove inventory on termination, subject to removal fees and procedures. Inventory that is unsellable, expired, prohibited, or abandoned may be removed or disposed of in accordance with the Commission & Fee Policy — FBF.

6. Delivery, last mile, and Captains#

6.1 Last-mile delivery may be performed by Fawran's network (including Captains) or, for Seller-fulfilled Orders, by the Seller or an approved carrier. The Seller shall cooperate with delivery and verification processes, including proof of delivery and, for Cash-on-Delivery, correct cash handling reconciled under the Payout Policy.

7. Performance standards#

7.1 The Seller shall meet fulfilment performance standards (including dispatch time, delivery success, cancellation, and defect metrics). Failure may result in reduced visibility, restriction of models or features, penalties under the Commission & Fee Policies, suspension, or termination.

8. Failed delivery, undeliverable Orders, and returns#

8.1 Failed and undeliverable Orders are handled in accordance with the buyer-facing Shipping & Delivery Policy and the Cancellation Policy; resulting returns and refunds follow the Seller Returns & Refund Responsibilities and the Commission & Fee Policies. Return-handling, re-delivery, and removal fees may apply as set out in the Commission & Fee Policies.

9. Risk, title, and insurance#

9.1 Except for FBF inventory loss or damage in Fawran's custody (clause 5.3), the Seller bears the risk of its inventory and is responsible for insuring its goods as it sees fit. Title and risk in Items sold pass in accordance with the Terms of Sale and the buyer-facing Shipping & Delivery Policy.

10. Compliance and dangerous goods#

10.1 The Seller shall comply with all shipping, transport, customs, import/export, and dangerous-goods laws, declare and handle regulated goods correctly, and bear responsibility for non-compliant shipments, including fines, claims, and Fawran's losses.

11. Consumer-protection interaction#

11.1 Fulfilment shall enable Fawran to meet Buyers' rights under the Consumer Protection Law No. 7 of 2017 and the buyer-facing policies. Nothing in this Policy limits those rights; the Seller bears the underlying responsibility for fulfilment of its Items.

12. Amendments, electronic acceptance, governing law, and disputes#

12.1 This Policy may be amended in accordance with the Seller Agreement; acceptance is electronic under the Electronic Transactions Law No. 15 of 2015; this Policy is governed by the laws of the Hashemite Kingdom of Jordan, with disputes resolved in accordance with the Seller Agreement.

13. Contact#

13.1 For fulfilment support, contact Fawran using the details in Schedule A.