Seller Policy

fans.lu operates markets where you can sell your handmade awesome gaming artwork directly to gaming fans from all around the world while also offering Bonus Items from digital images that fans.lu will make, pick pack and ship on your behalf. We want to make sure that you and your buyers have a positive experience on fans.lu. Please read on to find out more about your rights, as well as what is expected of you, as a seller.

This policy is a part of our Terms of Use. By opening an fans.lu shop, you’re agreeing to this policy and our Terms of Use.

What Can be Sold on fans.lu

fans.lu Inc. (we’ll refer to as “fans.lu”) is a very unique marketplace. Buyers come here to purchase items that they might not find anywhere else. Everything listed for sale on fans.lu must be handmade.

Handmade items are items that are made and/or designed by you, the seller. Read our full Handmade Policy here.

If you sell handmade items, you agree that:

  1. All handmade items are made or designed by you. If you work with a production partner, you must disclose that production partner in your relevant listings.

  2. You accurately describe every person involved in the making of an item in your shop in your About section.

  3. You are using your own photographs-- not stock photos, artistic renderings, or photos used by other sellers or sites.

What Can't be Sold on fans.lu

Even if they otherwise meet our handmade criteria, prohibited items, services, and items that violate our intellectual property policies are not allowed to be sold on fans.lu.

Reselling is not allowed on fans.lu. Reselling refers to listing an item as handmade when you were not involved in designing or making that item.

Keep in mind that members may flag listings that appear to violate our policies for fans.lu's review.

fans.lu may remove any listings that violate our policies. Note that listing fees are non-refundable. fans.lu may also suspend or terminate your account for any violations. You’ll still be on the hook to pay any outstanding fees on your fans.lu bill. You can find more information in our Fees & Payments Policy.

If you are raising money on behalf of a charity, you must obtain that charity’s consent.

Representing Yourself, Your Shop, and Your Listings Honestly

At fans.lu, we value transparency. Transparency means that you honestly and accurately represent yourself, your items, and your business.

By selling on fans.lu, you agree that you will:

  1. Provide honest, accurate information in your About page.

  2. Honor your Shop Policies.

  3. Accurately represent your items in listings and listing photos.

  4. Respect the intellectual property of others. If you feel someone has violated your intellectual property rights, you can report it to fans.lu.

  5. Not engage in fee avoidance.

  6. Not create duplicate shops.

Communicating with Other fans.lu Members

Conversations

You can use fans.lu Facebook powered Communication tools to communicate directly with your buyers or other fans.lu members. Conversations are a great way for buyers to ask you questions about an item or an order.

Facebook’s communication policies are applicable but conversations may not be used for the following activities:

  1. Sending unsolicited advertising or promotions, requests for donations, or spam;

  2. Harassing or abusing another member;

  3. Contacting someone after they have explicitly asked you not to; or

  4. Interfering with a transaction or the business of another member.

Interference

Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on fans.lu. Examples of interference include:

  1. Contacting another member via fans.lu Conversations to warn them away from a particular member, shop, or item;

  2. Posting in public areas to demonstrate or discuss a dispute with another member;

  3. Purchasing from a seller for the sole purpose of leaving a negative review;

  4. Maliciously clicking on a competitor's Promoted Listings ads in order to drain that member's advertising budget, also known as "click fraud."

Harassment

Any use of fans.lu Conversations to harass other members is strictly prohibited. Similarly, Conversations may not be used to support or glorify hatred toward, or otherwise demean people based upon: race, ethnicity, religion, gender, gender identity, disability, or sexual orientation. If you receive a Convo that violates this policy, please let us know right away.

Emails

You may receive a buyer’s email address or other information as a result of entering into a transaction with that buyer. This information may only be used for fans.lu-related communications or for fans.lu-facilitated transactions. You may not use this information for unsolicited commercial messages or unauthorized transactions. Without the buyer’s explicit consent, you may not add any fans.lu member to your email or physical mailing list or store or misuse any payment information. For more information, please see our Privacy Policy.

Creating and Uploading Content

As a member of fans.lu, you have the opportunity to create and upload a variety of content, like usernames, listings, Convos, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is:

  1. Abusive, threatening, defamatory, or harassing;

  2. Obscene or vulgar;

  3. In violation of someone else’s privacy or intellectual property rights; or

  4. False, deceptive, or misleading.

Building a Positive Reputation Through our Reviews System

Reviews are a great way for you to build a reputation on fans.lu. Buyers can leave a review in the Comments section. The estimated delivery date is the purchase date + processing time + shipping time. Buyers can edit their review, including the photograph, any number of times.

On the rare occasion you receive an unfavorable review, you can reach out to the buyer at your own discretion.

Reviews and your response to reviews may not:

  1. Contain private information;

  2. Contain obscene, racist, or harassing language or imagery;

  3. Contain prohibited medical drug claims;

  4. Contain advertising or spam;

  5. Be about things outside the seller’s control, such as a shipping carrier, fans.lu or a third party; or

  6. Undermine the integrity of the Reviews system.

Extortion

Extortion is not allowed on fans.lu. Any attempt to manipulate reviews through threats, intimidation, or bribery is considered extortion and is strictly prohibited on fans.lu. Extortion includes when a seller offers a buyer additional goods, services, or compensation in exchange for a positive review.

Shilling

Shilling is strictly prohibited on fans.lu. Shilling is the fraudulent inflation of a shop’s reputation by use of an alternate account. The intent of shilling is to make a seller look more desirable by increasing the shop’s number of sales and overall review score. Not only does it violate our core value of transparency, but it is considered to be a deceptive business practice by the US Federal Trade Commission. Reviews must reflect the honest, unbiased opinions, findings, beliefs, or experience of the buyer.

Providing Great Customer Service

We expect our sellers to provide a high level of customer service. By selling on fans.lu, you agree to:

  1. Honor your shipping and processing times. Sellers are obligated to ship an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for shipping times vary by country. These requirements are detailed in our Shipping Policy.

  2. Respond to Conversations in a timely manner.

  3. Honor the commitments you make in your shop policies.

  4. Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, our Trust and Safety team can help through our case system.

  5. If you are unable to complete an order, you must notify the buyer and cancel the order.

Responding to Requests for Cancellations, Returns, and Exchanges

Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns, and exchanges. Please familiarize yourself with the laws of your own country and those of your buyers’ countries.

European Union Right of Withdrawal

Buyers in the European Union (EU) may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state. The right of withdrawal does not apply to custom items or certain perishable goods. Rights with respect to digital items vary by EU member state.

Cancellations

If you are unable to complete a transaction, you must notify the buyer via fans.lu Communications and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises.

You may cancel a transaction under the following circumstances:

  1. The buyer did not pay. (The seller may flag a buyer for a payment not received, chargeback, or canceled payment.)

  2. Both you and the buyer agree to cancel the transaction prior to shipment, and you have issued the buyer a full refund.

  3. You have decided to refuse service to the buyer, and if the buyer has already paid, you have issued a full refund, including shipping.

  4. The buyer did not receive the item(s) ordered, even though you provided proof of shipping, and you have issued a refund for the item including shipping.

  5. Both you and the buyer agreed that the buyer could return the item for a refund, you have received the returned item, agreed on who is paying for shipping and issued a refund to the buyer for the item.

fans.lu’s Case System

We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before opening a case by contacting fans.lu.

Buyers may file a case for a non-delivery or a not-as-described item. You must respond to any open cases within seven days.

A Non-Delivery occurs when a buyer places an order and submits payment, but does not receive the item. The following are examples of Non-Delivery cases:

  1. An item was never sent.

  2. An item was sent to an address that is not on the fans.lu receipt.

  3. There is no proof that the item was shipped to the buyer’s address.

An item is Not as Described if it is materially different from the your listing description or your photos. The following are examples of Not as Described cases:

  1. The item received is a different color, model, version, or size than is shown in the photo or described in the listing.

  2. The item has a different design or material.

  3. The item was advertised as authentic but is not authentic.

  4. You failed to disclose the fact that an item is damaged or is missing parts.

  5. A buyer purchased three items but only received two.

  6. The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used.

Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  1. The item(s) were ordered for a specific date or event.

  2. A deadline was agreed upon by the buyer and seller.

  3. The item(s) are rendered useless after that date.

Last updated on May 30, 2017