Vendor Returns & Quality Standards Policy

Sankofa Collective - Product Returns, Exchanges, and Quality Control

POLICY OVERVIEW

This policy outlines the process for returning products to vendors, quality standards expectations, and resolution procedures. Sankofa Collective maintains high standards for product quality to ensure customer satisfaction and brand integrity. Vendors are expected to ship products that meet agreed-upon specifications and arrive in saleable condition.

This policy works in conjunction with the Payment Terms Policy (sankofacollective.net/payment-terms) and applies to all vendor partnerships.

SECTION 1: TYPES OF RETURNS

1.1 Quality-Related Returns (Vendor Responsibility)

Damaged Products:

Products damaged during shipping due to inadequate packaging
Products damaged before shipping (pre-existing damage)
Broken, cracked, or leaking containers
Crushed or dented packaging affecting product integrity

Defective Products:

Manufacturing defects (incorrect formula, separation, discoloration)
Products that do not perform as described
Incorrect labeling or missing labels
Expired or near-expiration products (within 6 months of expiration)
Products with quality control failures

Incorrect Shipments:

Wrong products shipped
Wrong quantities shipped (over or under)
Wrong sizes, scents, or variations
Products not matching purchase order

Non-Compliant Products:

Products containing prohibited ingredients not disclosed during approval
Products that fail post-receipt ingredient verification
Products with misleading or inaccurate claims
Products lacking required safety warnings or regulatory information

1.2 Business-Related Returns (Sankofa Responsibility)

Overstock Returns:

Excess inventory due to Sankofa over-ordering
Seasonal products not sold within season
Products being discontinued from Sankofa platform

Partnership Termination Returns:

Remaining inventory after partnership termination
Products to be returned during 30-day wind-down period

SECTION 2: QUALITY STANDARDS & EXPECTATIONS

2.1 Product Condition Upon Receipt

All products must arrive:

In new, unused, saleable condition
Properly sealed and packaged
With all labels intact and legible
With minimum 12 months until expiration date (from receipt date)
Free from damage, defects, or contamination
Matching product specifications in purchase order

2.2 Packaging Standards

Vendors must use:

Appropriate protective materials (bubble wrap, packing peanuts, air pillows, box-in-box for fragile items)
Sturdy boxes appropriate for product weight and fragility
Secure sealing (reinforced tape on all seams)
Proper cushioning (minimum 2 inches on all sides for fragile items)
Individual wrapping for glass containers or spillable products
Leak-proof bags for liquid products

Vendors must NOT:

Ship products loose in box without protection
Use damaged or previously used boxes
Under-pack boxes (leaving items to shift during transit)
Use inadequate box size (too large or too small)

2.3 Expiration Date Requirements

At time of receipt, products must have:

Minimum 12 months until expiration for shelf-stable products
Minimum 6 months until expiration for refrigerated/perishable products
Clearly printed expiration or "best by" dates on each unit
Batch/lot numbers for traceability

Products with less than required shelf life:

Will be rejected and returned to vendor
May be accepted at discounted rate with mutual written agreement
Payment withheld until resolution

2.4 Labeling Requirements

All products must have:

Complete ingredient list (in descending order by weight)
Product name and net weight/volume
Manufacturer name and address
Directions for use (if applicable)
Warning labels (if required by FDA)
Barcode/UPC (if applicable)
All required regulatory information

Non-compliant labeling:

Products with missing, illegible, or incorrect labels will be rejected
Vendor must provide corrected labels or accept return

SECTION 3: INSPECTION & CLAIMS PROCESS

3.1 Receipt Inspection Timeline

Upon delivery:

All shipments inspected within 48 hours of receipt
Inspection includes: quantity verification, condition check, expiration date review, label verification
Inspection conducted by Sankofa staff or authorized 3PL warehouse partner

Inspection Results:

Pass: Products meet all standards; payment processed per Payment Terms Policy
Conditional Pass: Minor issues identified; vendor notified; resolution required
Fail: Products do not meet standards; return process initiated immediately

3.2 Claim Notification

If issues are discovered:

Vendor notified within 48 hours via Product Issue Claim Form
Email sent to vendor's designated contact with:

Completed Product Issue Claim Form
Photos/videos documenting issues (minimum 4 photos)
Purchase order number and invoice number
Requested resolution

Vendor must respond within 5 business days with:

Acknowledgment of claim
Root cause analysis
Proposed resolution
Timeline for resolution

3.3 Documentation Requirements

Sankofa provides:

Product Issue Claim Form (completed)
Photos of damaged/defective products
Photos of packaging (interior and exterior)
Shipping documentation (tracking, delivery confirmation)
Purchase order and invoice copies

Vendor must provide (upon request):

Proof of adequate packaging standards
Shipping insurance documentation
Quality control records for affected batch/lot
Replacement product timeline
Return shipping authorization

SECTION 4: RETURN PROCESS

4.1 Return Authorization

All returns require prior authorization:

Sankofa submits Product Issue Claim Form to vendor
Vendor reviews and approves return within 5 business days
Vendor provides Return Merchandise Authorization (RMA) number
Vendor provides return shipping label OR approves Sankofa to arrange return shipping

No returns accepted without RMA number.

4.2 Return Shipping Responsibility

Vendor pays return shipping if:

Products damaged due to inadequate packaging
Products defective due to manufacturing issues
Wrong products or quantities shipped
Products expired or near-expiration upon receipt
Products contain prohibited ingredients
Products fail quality standards

Sankofa pays return shipping if:

Sankofa over-ordered (overstock return)
Products being discontinued by Sankofa (not vendor fault)
Partnership termination (business decision return)
Sankofa error in ordering

Split responsibility:

Shipping damage due to carrier fault: Carrier claim filed; vendor provides replacement; reimbursed if claim approved

4.3 Return Timeline

Standard returns:

RMA issued within 5 business days of claim submission
Products returned within 10 business days of RMA issuance
Vendor receives products within 7-10 business days (depending on shipping)
Total timeline: Approximately 3-4 weeks from issue discovery to vendor receipt

Urgent returns (safety/regulatory):

RMA issued within 24 hours
Products returned within 3 business days
Expedited shipping used

4.4 Return Packaging

Products returned to vendor must be:

Packaged securely to prevent further damage
Labeled with RMA number on exterior of box
Shipped with tracking and signature confirmation (if value >$500)
Accompanied by packing list detailing contents

Sankofa is NOT responsible for:

Products lost or damaged during return shipping (vendor's responsibility to insure)
Products returned without RMA number (may be refused by vendor)

SECTION 5: RESOLUTION OPTIONS

5.1 Replacement

Full Replacement (Preferred):

Vendor ships replacement products at no cost to Sankofa
Replacement shipped within 10 business days of RMA issuance
Replacement must meet all quality standards
Vendor pays shipping for replacement
Original defective/damaged products returned to vendor (or disposed with vendor authorization)

Partial Replacement:

Vendor replaces only defective/damaged units
Remaining order accepted and paid for
Payment for defective units held until replacement received

5.2 Credit

Credit Against Future Order:

Vendor issues credit equal to wholesale value of returned products
Credit applied to next purchase order
Credit memo provided within 5 business days
Credit valid for 12 months

Refund:

Vendor issues refund if no future orders planned
Refund processed within 30 days of vendor receiving returned products
Refund method: Same as original payment (ACH, wire, PayPal)

5.3 Discount/Allowance

Keep at Reduced Price:

For minor defects that don't affect product safety or usability
Sankofa keeps products; vendor provides discount (typically 25-50% off wholesale price)
Mutual written agreement required
Products may be sold at discount to customers with disclosure

5.4 Disposal Authorization

Vendor Authorizes Disposal:

For products not worth cost of return shipping (low value items)
For products that are safety hazards
Vendor waives right to returned products
Vendor provides written authorization
Sankofa disposes per local regulations
Vendor still responsible for replacement or credit

SECTION 6: PAYMENT IMPLICATIONS

6.1 Payment Holds

Per Payment Terms Policy (Section 6.2):

Payment for damaged/defective products HELD until resolution
Payment for undamaged products in same shipment: processed normally
Payment released when:

Replacement products received and inspected (pass inspection), OR
Credit issued and documented, OR
Mutual agreement reached

6.2 Payment Adjustments

Deductions from payment:

Value of defective/damaged products (if vendor accepts deduction instead of replacement)
Return shipping costs (if vendor fault and Sankofa paid for return)
Restocking fee (if applicable - see Section 6.3)

Credits to vendor:

If Sankofa overpaid due to pricing error
If Sankofa kept products at discount (vendor receives partial payment)

6.3 Restocking Fees

Sankofa does NOT charge restocking fees for:

Damaged products (vendor or carrier fault)
Defective products (vendor fault)
Incorrect shipments (vendor fault)
Non-compliant products (vendor fault)

Sankofa MAY charge restocking fee (15-25%) for:

Overstock returns (Sankofa over-ordered)
Products discontinued by Sankofa (not vendor performance issue)
Must be mutually agreed in writing

Vendors do NOT charge Sankofa restocking fees under any circumstances per partnership agreement.

SECTION 7: REPEATED ISSUES & PERFORMANCE TRACKING

7.1 Vendor Scorecard

Sankofa tracks:

Number of returns per quarter
Return rate (returns ÷ total units received)
Root causes (packaging, defects, shipping errors)
Response time to claims
Resolution success rate

Acceptable performance:

Return rate under 2% per quarter
Average response time under 3 business days
95%+ resolution within 30 days

7.2 Performance Review

Quarterly reviews conducted for:

Vendors with return rate >2%
Vendors with 3+ claims in a quarter
Vendors with repeated root causes

Review includes:

Discussion of root causes
Corrective action plan
Timeline for improvements
Follow-up review in 30-60 days

7.3 Escalation for Repeated Issues

If vendor has:

Return rate >5% for 2 consecutive quarters
5+ claims in a single quarter
Failure to respond to claims within required timeframes
Repeated same root cause issues despite corrective action

Sankofa may:

Require vendor to implement enhanced quality control
Reduce order quantities until performance improves
Place vendor on probation (30-60 days to improve)
Terminate partnership per Termination Policy (sankofacollective.net/termination-policy)

SECTION 8: SPECIAL CIRCUMSTANCES

8.1 Product Recalls

Vendor-Initiated Recall:

Vendor notifies Sankofa immediately (within 24 hours)
Sankofa removes products from sale immediately
Sankofa returns all affected inventory to vendor
Vendor pays all return shipping and provides full refund
Vendor pays for customer returns (if products already sold)
Vendor provides replacement products or credit

Regulatory Recall (FDA, etc.):

Both parties cooperate fully with regulatory authorities
Sankofa provides sales records, customer contact info (if required)
Vendor assumes all financial responsibility
Partnership may be terminated immediately depending on severity

8.2 Seasonal Returns

For seasonal products (e.g., holiday-themed):

Return window: 30 days after end of season
Vendor accepts return of unsold seasonal inventory
Return shipping: Negotiated (typically split 50/50)
Credit issued for returned seasonal products (typically 50-75% of wholesale value)
Must be agreed in writing at time of initial order

8.3 Partnership Termination Returns

Upon partnership termination:

Sankofa has 30 days to sell through existing inventory
Unsold inventory after 30 days: vendor option to:

(a) Have inventory returned (vendor pays shipping), OR
(b) Allow Sankofa to liquidate at discount (vendor receives 25-50% of wholesale value)

Vendor must decide within 10 business days of termination notice
If no response: Sankofa liquidates inventory

SECTION 9: CUSTOMER RETURNS (END-CONSUMER)

9.1 Sankofa's Customer Return Policy

Sankofa's policy to end customers:

30-day return window from delivery
Products must be unused and in original packaging
Customer pays return shipping unless product defective
Refund issued once products inspected

Vendor is NOT responsible for:

Customer returns due to customer preference ("I changed my mind")
Customer returns due to incorrect customer expectations
Customer returns due to scent/texture preference

9.2 Vendor Responsibility for Defective Customer Returns

Vendor IS responsible for:

Products that arrive damaged to customer
Products that are defective (don't work as described)
Products with safety issues
Products with labeling errors

Process:

Customer returns product to Sankofa
Sankofa inspects and determines if vendor fault
If vendor fault: Sankofa files claim with vendor (Product Issue Claim Form)
Vendor provides replacement to Sankofa OR issues credit
Sankofa handles customer refund/replacement

9.3 Pattern Analysis

If Sankofa receives multiple customer returns for same product:

Sankofa notifies vendor immediately
Vendor investigates quality control issue
Vendor may recall affected batch/lot
Vendor provides corrective action plan

Excessive customer returns (>5% of sales):

Trigger performance review
May result in product discontinuation
May impact vendor scorecard

SECTION 10: DISPUTE RESOLUTION

10.1 Return Disputes

If vendor disputes return claim:

Vendor must state reason for dispute in writing within 5 business days
Both parties review documentation (photos, inspection reports, etc.)
Video call scheduled within 10 business days to discuss
Attempt to reach mutual agreement

If no agreement reached:

Third-party inspection may be arranged (cost split 50/50)
Results of third-party inspection binding on both parties
If still unresolved: Escalate to Dispute Resolution Policy (sankofacollective.net/dispute-resolution)

10.2 Documentation Retention

Both parties must retain:

Product Issue Claim Forms
Photos/videos of products
Correspondence regarding returns
Shipping documentation
Inspection reports
Resolution agreements

Retention period: Minimum 3 years for audit and legal purposes

SECTION 11: CONTINUOUS IMPROVEMENT

11.1 Root Cause Analysis

For any return, vendor should:

Identify root cause (packaging, manufacturing, labeling, shipping error)
Document corrective action taken
Implement preventive measures
Communicate improvements to Sankofa

11.2 Best Practices

To minimize returns, vendors should:

Use high-quality packaging materials
Implement quality control inspections before shipping
Verify orders against purchase orders before shipping
Use appropriate carriers and shipping methods
Track expiration dates and rotate stock (FIFO - first in, first out)
Maintain clear communication with Sankofa about product availability and lead times

11.3 Collaborative Partnership

Sankofa commits to:

Provide clear, accurate purchase orders
Inspect products promptly and communicate issues quickly
Work collaboratively on resolutions
Share customer feedback to help vendors improve
Support vendors in maintaining high quality standards

SECTION 12: POLICY UPDATES

Sankofa Collective reserves the right to update this Vendor Returns & Quality Standards Policy with 30 days written notice to all vendors.

Notification Process:

Email notification sent to all active vendors
Updated policy posted at sankofacollective.net/vendor-returns
Changes effective 30 days after notification

Vendors may:

Review changes and request clarification
Negotiate modifications if changes materially impact their business
Terminate partnership if changes are unacceptable (per Termination Policy - 30 days notice)

SECTION 13: CONTACT INFORMATION

Return Authorization & Claims:

Email: partnerships@sankofacollective.net
Subject Line: "Return Request - [Vendor Name] - PO #[number]"
Attach: Completed Product Issue Claim Form
Business Hours: Monday-Thursday, 9am-5pm EST
Response Time: 24-48 business hours

Quality Issues & Performance:

Email: partnerships@sankofacollective.net
Subject Line: "Quality Issue - [Vendor Name]"
Business Hours: Monday-Thursday, 9am-5pm EST

Payment Questions Related to Returns:

Email: accounting@sankofacollective.net
Business Hours: Monday-Thursday, 9am-5pm EST
Response Time: 24-48 business hours

APPENDIX A: RETURN FLOW CHART

Issue Discovered → Product Issue Claim Form Submitted (within 48 hours) → Vendor Responds (within 5 business days) → Resolution Agreed (replacement, credit, discount, disposal) → RMA Issued → Products Returned (within 10 business days) → Vendor Receives Return → Resolution Executed (replacement shipped, credit issued, payment adjusted) → Claim Closed

APPENDIX B: QUICK REFERENCE

Timelines:

Sankofa inspection: 48 hours of receipt
Claim submission: 48 hours of issue discovery
Vendor response: 5 business days
RMA issuance: 5 business days
Product return: 10 business days from RMA
Replacement shipment: 10 business days from RMA
Credit issuance: 5 business days
Payment hold resolution: Upon replacement receipt or credit issuance

Who Pays Shipping:

Damaged/defective/incorrect: Vendor pays
Overstock/Sankofa discontinuation: Sankofa pays
Carrier damage: Carrier claim; vendor provides replacement
Partnership termination: Vendor pays for returns they request

Acceptable Return Rate: <2% per quarter

Expiration Requirements: Minimum 12 months for shelf-stable; 6 months for perishable

Last Updated: January 2026

Effective Date: Upon execution of Vendor Partnership Agreement

This policy complements and works in conjunction with:

Payment Terms Policy (sankofacollective.net/payment-terms)
Termination Policy (sankofacollective.net/termination-policy)
Dispute Resolution Policy (sankofacollective.net/dispute-resolution)
Master Vendor Terms & Conditions (sankofacollective.net/vendor-terms)