Seller Agreement

This agreement is between you (the supplier) and Serein Consultancy LLC, a limited liability company licensed by Sharjah Media City (Shams), licence no. 2220356.01. Trove and Trove at Home are its brand names; in this agreement, Trove means Serein Consultancy LLC. It is written in plain English on purpose — this is genuinely how it works.

1. How selling on Trove works

Trove is not a middleman holding your money. Trove buys your goods from you and resells them to its customers:

• You list your pieces on Trove with the price you want them to sell at (your list price).
• When a customer orders one of your pieces and their payment succeeds, Trove purchases that piece from you at that moment. Ownership (title) of the goods transfers to Trove at order confirmation.
• Trove is the seller of record to the customer. The customer buys from Trove, pays Trove, and holds Trove responsible for the sale.
• Where you can be based. You can supply Trove if you are based in Dubai, Abu Dhabi or Sharjah, and your collection address (section 7) is in one of those three emirates. Trove resells your pieces to customers in Dubai, Abu Dhabi and Sharjah only; it does not deliver anywhere else.

2. What Trove pays you

• Your purchase price for each piece is your list price minus a 40% margin kept by Trove.
• Purchases are settled fortnightly, every other Tuesday, by bank transfer to the IBAN you provide — which must be an account in your own name.
• A purchase becomes payable after the piece is delivered to the customer and the customer's 15-day return window has closed, with no return of it still in progress. Until then it shows in your dashboard as pending.
• The bank transfer reference will read “Purchase of handmade goods” followed by a purchase-order number. For each settlement Trove issues you a purchase note — the record of what Trove bought from you and what it paid. You do not need to invoice Trove.

3. Returns and refunds

• Because Trove is the seller of record, customer refunds, returns and payment disputes are Trove's to handle, at Trove's cost of administration.
• Customers can ask to return a piece within 15 days of delivery. A personalised piece can only be returned if it is faulty or damaged, the wrong item, or not as described.
• When Trove accepts a return, its courier collects the piece from the customer and brings it back to you, and the customer is refunded once the courier has collected it. Trove's purchase of the returned pieces is reversed: title reverts to you, and the purchase price of just those pieces (or units) comes off what Trove owes you. Any return collection fee is Trove's and the customer's matter — it is never charged to you.
• Because a purchase only becomes payable after the return window, a return normally reverses a purchase that has not been paid yet. If a refund does come after a settlement, the amount is deducted from your next settlement. If that leaves your balance negative, the difference carries forward and nets against your future settlements — Trove will never take money back out of your bank account mid-cycle.

4. What you promise about your goods

You warrant that everything you list on Trove:

• is handmade by you (or your small team) and your own original work — not counterfeit, not a replica, and not carrying a brand you don't own or license;
• is yours to sell — no stolen, borrowed or third-party stock;
• is safe for its intended use, lawful to sell in the United Arab Emirates and accurately described and photographed;
• is not in a prohibited category: nothing ingestible and nothing applied to the skin — no food, beverages, cosmetics, skincare, soap, perfume, candles marketed for skin contact, or supplements.

5. Verifying who you are

Trove buys goods from you, so Trove must know who you are.

• Settlements are paid only once your identity is verified, in one of these ways:
• a UAE trade or e-Trader license that Trove has verified; or
• if you sell without one, an online identity check through Didit, Trove's identity verification provider. After you agree to the check on Trove's page, you scan your Emirates ID and take a live selfie on Didit's secure page; Didit checks that the card is genuine and that your face matches its photo, and tells Trove the result. Trove accepts the check only for an in-date UAE Emirates ID that passes both the live selfie and the face match, and only for someone aged 18 or over; or
• if the online check is not available to you, clear photos of the front and back of your Emirates ID (with its last four digits and expiry date) that Trove's administrator has checked.

Whichever way you verify, Trove also needs your home address, which must be in Dubai, Abu Dhabi or Sharjah. - Your Emirates ID must stay in date. Trove emails you 30 days before it expires. While it has expired, settlements to you pause; nothing you are owed is lost, and paused settlements are paid in the next run after your renewed card has been verified (with a new online check, or by uploading it for Trove to check). - From a Didit check, Trove keeps only the result: the name printed on your ID, its last four digits, its issue and expiry dates, whether each check passed, and the reasons a check did not pass. Trove does not keep your ID images or your selfie, your full ID number or your date of birth; Didit processes those for Trove under its own verification privacy notice. ID photos you send Trove instead are stored encrypted. Your ID details, address and license document are visible only to Trove's administrator, and are used only to verify your identity, to meet Trove's legal obligations, and to respond to lawful requests from UAE authorities. They are kept while you sell on Trove and for five years after your shop closes, then deleted, as the Privacy Policy explains. - Trove may withdraw a verification if it later finds a genuine problem with it; you would then verify again before your next settlement. - Everything you provide — identity, address, bank details — must be your own, current and truthful. Selling under someone else's identity ends this agreement immediately. - If the settlements Trove pays you in any 30-day period reach the licence threshold stated in the maker section of the Help centre (AED 12,000 when this version was published), you will be asked to obtain a UAE e-Trader or trade license to keep scaling. Trove will guide you through it; with a verified license you can move to direct per-sale payouts.

6. Your accountability

• You are accountable for the goods you supply. If Trove suffers a loss because your goods or your information broke a promise in this agreement — a fine, a legal claim, a product-safety recall, or a customer dispute caused by counterfeit, unsafe or misdescribed goods — you are responsible for compensating Trove for that loss.
• While Trove investigates a genuine concern about your goods or identity, it may pause your shop and hold back the settlement of the purchases under investigation. Settlements resume (or reverse, under section 3) when the investigation closes.
• You will answer Trove's reasonable questions about your goods and identity when UAE law or a marketplace obligation requires it.
• This section works both ways in spirit: nothing in it makes you responsible for things Trove gets wrong — Trove remains responsible to its customers as the seller of record, and to you under this agreement.

7. Practical points

• Before your shop is approved, you accept this agreement and give Trove a collection (pickup) address and phone for the courier. The address must be in Dubai, Abu Dhabi or Sharjah. Trove's courier collects sold pieces from you there, and Trove pays for the collection wherever in those three emirates you are; you'll see pickup details on each order in your dashboard.
• You see the buyer's name on each order. You see a buyer's full delivery address only for a parcel you deliver yourself, and only until that order's return window closes. Use it only to deliver that order, never keep or share it, and never contact the buyer for anything else.
• Trove may update this agreement; you'll be asked to accept a new version before it applies to your future sales. If a new version changes how or when you are paid, your pieces are taken off sale until you accept it, so nothing is ever sold to Trove on terms you have not agreed.
• Either side can end this agreement at any time; purchases already made are settled normally under it.