Customer Care Requirements Policy

All vendors (Retailers) on the Normalize Marketplace agree to maintain the following customer care standards as a condition of their participation in the Marketplace Program. These standards are designed to ensure a consistent, high-quality customer experience.

1. Response Time Requirements

• •Retailers must respond to all customer inquiries within 48 hours of receipt, including inquiries forwarded by Normalize Marketplace on behalf of customers.
• •For urgent matters (damaged goods, missing orders, safety concerns), Retailers must respond within 24 hours.
• •Failure to respond within the required timeframes may result in NM resolving the issue on Retailer's behalf and charging any associated costs to Retailer.

2. Order Fulfillment Standards

• •All orders must be fulfilled and shipped within two (2) Business Days of Order confirmation.
• •Retailers must maintain accurate inventory levels to prevent overselling or backorders.
• •Tracking information must be provided to NM within 24 hours of shipment.

3. Returns & Refunds

• •Retailers must process all approved refunds and returns within 7 business days of receiving returned merchandise.
• •Retailers must honor the Normalize Marketplace Return Policy and must not impose additional or conflicting return restrictions on customers without prior written approval from NM.

4. Product Accuracy & Safety

• •Retailers must provide accurate, complete, and up-to-date product descriptions, ingredient lists, and usage instructions for all listings.
• •Current Certificates of Analysis (COAs) must be maintained for all active product listings and provided to NM upon request within 48 hours.
• •Retailers must notify Normalize Marketplace immediately of any product recalls, safety alerts, or regulatory actions affecting any listed product.

5. Communication Standards

• •All customer communications must be professional, respectful, and conducted in English.
• •Retailers may not use customer communications to market competing products or redirect customers to their own website or other sales channels.
• •Retailers may not contact customers for any purpose other than fulfilling their order without express prior approval from NM.

6. Dispute Resolution

• •Retailers must cooperate fully with NM in investigating and resolving customer disputes, including chargebacks and delivery disputes.
• •Retailers must provide requested documentation (proof of shipment, tracking records, COAs, etc.) within five (5) Business Days of NM's request.
• •Retailers bear full responsibility for costs associated with delivery disputes, chargebacks, and resolution of customer complaints arising from Retailer's acts or omissions.

7. Enforcement

Failure to meet these Customer Care Requirements may result in:

• •Written warning and required corrective action plan
• •Temporary suspension of product listings
• •Permanent removal from the Normalize Marketplace

NM reserves all rights and remedies set forth in the Marketplace Retailer Participation Agreement.

Contact

For questions about these Customer Care Requirements, please contact:

Normalize Marketplace Operations ops@normalizemarketplace.com