At XOL, we are committed to creating a fair, transparent, and professional marketplace for all users—vendors and customers alike. Our policies are designed to maintain high standards, build trust, and ensure that every transaction on our platform is a positive experience. These policies serve as a guiding framework that helps us protect the rights of customers, support vendors, and provide a seamless and secure shopping environment.
The importance of these policies cannot be overstated. They set clear expectations, foster accountability, and allow us to take consistent actions to uphold quality and integrity across our platform. By adhering to these policies, vendors can grow their business with confidence, while customers benefit from peace of mind, knowing that they are dealing with reliable vendors and products. XOL emphasizes transparency, which allows both vendors and customers to fully understand what is expected of them, ensuring that everyone benefits from a positive and secure environment.
We provide vendor support to help understand and comply with these policies, including detailed guidelines and access to the Vendor Hub Help Center.
XOL emphasizes the fulfillment of these policies to:
Ensure Customer Satisfaction: A consistent and fair approach to returns, warranties, and store policies helps ensure that customers are always satisfied with their experience.
Build Trust with Vendors: Our policies are designed to protect vendors’ interests by providing clear, transparent guidelines for managing their store and interactions with customers.
Create a Professional Marketplace: Upholding these policies enables XOL to maintain a high standard of quality and professionalism, making it a trustworthy platform for both buyers and sellers.
By understanding and adhering to the policies outlined below, we can collectively create a thriving, supportive, and efficient marketplace that benefits everyone involved.
At XOL, our primary goal is to create an exceptional marketplace that supports both vendors and customers in a fair and transparent environment. Our policies ensure all transactions on the platform are conducted responsibly and with mutual trust between all parties.
XOL Malta is focused on providing a quality in-store and online shopping experience for products and customizable items found in Malta and Gozo. Catalog-based items or dropshipping services are exclusively offered through XOL Europe, which provides flexibility and a broader reach for local and foreign vendors.
Vendor Responsibilities: Vendors must provide accurate product descriptions, honor warranties and return policies, and ensure that customer satisfaction is prioritized. Vendors are responsible for keeping product listings up-to-date, managing orders efficiently, and adhering to XOL’s quality standards.Product information should be updated regularly—whenever there are changes to stock, pricing, product features, or specifications—ensuring customers always have the most accurate information available.
Platform Compliance: To maintain high standards, XOL has established compliance measures to ensure all vendors adhere to quality expectations. Vendors not meeting these standards may be subject to warnings, suspension, or removal from the platform.
Transparency in Fees: XOL is committed to keeping our fee structure transparent. There are no hidden fees or upfront costs to join. Vendors are informed of all applicable commissions and contributions or advertising costs upfront, ensuring clarity in their use of the platform.
Privacy & Data Security: XOL prioritizes the protection of vendor and customer data. We ensure that all personal information is securely stored and only used as required to facilitate transactions and improve the customer experience.
Advertising Opportunities: Vendors looking to enhance their visibility on XOL can take advantage of advertising opportunities, such as sponsored products, premium listings, and promotional campaigns to reach more potential customers.
Dispute Resolution: XOL aims to provide a fair dispute resolution process for any issues that may arise between customers and vendors. Initially, XOL encourages both parties to resolve disputes amicably. If the issue cannot be resolved directly, XOL will step in to mediate and, if necessary, take action based on XOL’s policies and terms. Vendors can also access customer service for support with disputes, ensuring transparency and fairness throughout the process.
XOL is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, share, and protect your personal information when you use our platform.
Personal Information: When you register or make a purchase, we collect personal information such as your name, email address, phone number, and billing address.
Payment Information: We collect payment details, such as credit card numbers or bank account information, to process transactions. All personal and payment information is collected with your explicit consent, which is obtained at the time of registration or checkout.
Security Measures: We take data security seriously and implement appropriate measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. We conduct regular security reviews—at least twice a year—and maintain certifications to ensure compliance with data protection standards. However, please be aware that no internet transmission is completely secure. Users are responsible for maintaining the security of their account credentials.
Account Information: Vendors may need to provide additional business-related information, such as VAT numbers and company registration documents.
Usage Data: We collect information about how you use our platform, including browsing behavior, IP address, and device information.
Providing Services: Your personal information is used to register accounts, process orders, and facilitate customer-vendor interactions.
Improving Our Platform: We analyze usage data to enhance user experience, develop new features, and troubleshoot technical issues.
Communication: We use your contact details to send you transaction confirmations, updates, and promotional content (you may opt-out of promotional messages at any time).
Fraud Prevention: We use information to prevent fraud and ensure the safety and security of our platform.
With Vendors: When you make a purchase, your contact details are shared with the relevant vendor to facilitate order fulfillment.
With Service Providers: We share your information with trusted third-party service providers who help us process payments, manage marketing, or maintain our platform. These providers are bound by confidentiality agreements.
Legal Requirements: We may disclose information if required by law, or to protect the rights, property, or safety of XOL, our users, or others.
We use cookies and similar tracking technologies to enhance your experience on our platform. Cookies help us remember your preferences, understand usage patterns, and provide personalized content. You may disable cookies through your browser settings, but note that some features of the platform may be limited as a result.
We retain your personal information only for as long as is necessary to fulfill the purposes for which it was collected, comply with legal obligations, resolve disputes, and enforce agreements. Transaction data may be retained for accounting and audit purposes.
We take data security seriously and implement appropriate measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. However, please be aware that no internet transmission is completely secure. Users are responsible for maintaining the security of their account credentials.
Access: You have the right to access and receive a copy of the personal information we hold about you.
Correction: You may request correction of inaccurate or incomplete personal information.
Deletion: You may request deletion of your personal information, except where we are legally obligated to retain it.
Objection: You may object to certain data processing practices, such as receiving marketing communications.
Our platform may contain links to other websites operated by third parties. XOL is not responsible for the privacy practices of these websites. We encourage users to read the privacy policies of any third-party website they visit.
XOL’s platform is intended for general audiences and is not specifically directed at children under 13 years of age. Users under the age of 18 may use our platform, but they must do so under the supervision and consent of a parent or legal guardian. XOL does not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child without proper consent, we will promptly take steps to delete that information.
We may update this Privacy Policy periodically to reflect changes in our practices or legal obligations. Updates will be posted on this page, and the date of the latest revision will be noted at the top. Your continued use of the platform after any changes constitutes acceptance of the updated policy.
If you have any questions about this Privacy Policy, or if you wish to exercise any of your rights, please contact us at [email protected].
This Cookie Policy explains how XOL Malta (“we”, “us”, “our”) uses cookies and similar tracking technologies when you visit our website xolmalta.com. By using our website, you consent to the use of cookies in accordance with this policy.
Cookies are small text files that are stored on your device when you visit a website. They help us enhance your experience by remembering your preferences, tracking website usage, and providing relevant information.
We use cookies to improve user experience, provide personalized content, and understand how users interact with our website. This helps us enhance the functionality and performance of our services.
You can manage your cookie preferences at any time through your browser settings. Most browsers allow you to accept, refuse, or delete cookies. Please note that disabling cookies may affect the functionality of our website. For specific instructions, you can refer to the cookie management guides for Chrome, Safari, Firefox, and other popular browsers available in our support section.
We use third-party services, such as Google Analytics, to track and report on website traffic. These third-party services may also place cookies on your device to help provide their services. You have the option to opt-out of third-party cookies separately by managing your browser settings or visiting our cookie preferences page.
We may update this Cookie Policy from time to time to reflect changes in our practices or for legal reasons. Please check this page periodically for the latest version of our Cookie Policy.
If you have any questions about our use of cookies, please contact us at [email protected].
XOL is committed to ensuring the security and protection of the personal information that we process, and to providing a compliant and consistent approach to data protection. This policy outlines how we collect, use, share, and protect personal data in compliance with the General Data Protection Regulation (GDPR).
We may collect and process the following types of data:
We use the personal data we collect for the following purposes:
We collect and process personal data only when we have a legal basis to do so, which may include:
We do not sell or rent your personal data to third parties. However, we may share personal data with trusted third parties who assist us in providing our services, such as payment processing partners, logistics companies, and IT service providers. When we share your data, we require third parties to respect data privacy and ensure that it is handled securely.
We take data security seriously and have implemented physical, technical, and organizational measures to prevent unauthorized access, loss, or misuse of your personal data. Access to personal data is restricted to authorized personnel only and data is stored securely.
We retain personal data only for as long as necessary to fulfill the purposes for which it was collected, including legal and accounting obligations. The duration for which we retain data will vary depending on the type of information and our obligations under law.
Under the GDPR, you have certain rights regarding your personal data, including:
If you have any questions, concerns, or requests regarding your personal data or this privacy policy, please contact us at [email protected].
We may update this policy periodically to ensure that it remains accurate and complies with applicable regulations. Any updates will be published on our website, and we encourage you to review this policy regularly to stay informed of any changes.
At XOL, we prioritize customer satisfaction and believe in empowering vendors to manage returns based on their own policies. Here’s how returns work on XOL:
No XOL Return Fees: Since delivery is fulfilled by the vendor, XOL does not impose any return fees. Vendors have the flexibility to determine their own return policies and any associated charges.
We encourage vendors to offer clear, fair, and customer-friendly return policies to maintain high levels of customer satisfaction and build trust with buyers. Customers should have a smooth return process, guided by transparent terms and conditions outlined by each vendor.
At XOL, we advice every vendor to provide a copy of their warranty document to ensure transparency and offer professional service to customers.
Warranty Documentation: Each warranty must have a unique document number, and vendors should update any reviews with a sequential document number.
Automatic Storage: Each warranty is automatically saved in the Vendor’s area, and the latest version of each warranty document will remain in force. This ensures that both customers and vendors are always up-to-date on warranty coverage, creating a seamless experience.
XOL encourages vendors to provide competitive and comprehensive warranty policies that protect customers and promote trust in the product offerings.
At XOL, transparency is crucial to maintaining strong relationships between vendors and customers. Each product listing must include a dedicated “Vendor Policies” section outlining the vendor’s return, exchange, and other key policies.
Updates and Customer Assurance: Vendors can update their policies as needed to remain current and relevant. The latest version of the policy will be saved and applied for each transaction, and vendors are required to honor the policy in place at the time of the sale.
Customer Satisfaction Guarantee: Vendors are expected to adhere strictly to their stated policies. XOL reserves the right to take action, including removing vendors from the platform if they fail to follow their policies or compromise customer satisfaction. Compliance is evaluated based on customer feedback, complaint resolution rates, and adherence to return and warranty policies. Vendors will be given prior warnings, and a review will be conducted to determine the best course of action, ensuring fairness for all parties. This ensures a fair and consistent experience for customers while maintaining high standards across the XOL platform.
Vendors can update their policies on XOL through the Vendor Hub, which is an easy-to-use platform for managing various aspects of their store, including store policies. Customers are notified of any major changes to policies that may impact their rights, either through email notifications or clearly displayed announcements on the product detail pages.
Here’s how vendors can update their policies:
Steps to Update Policies:
Access Vendor Hub: Log in to your XOL Vendor Hub account using your credentials.
Navigate to “Store Policies” Section: Once logged in, go to the “Store Policies” tab located in the Vendor Hub dashboard.
Select the Policy to Update: You will see a list of your current policies, such as Return Policy, Warranty Policy, and Store Policy. Click on the policy you wish to edit.
Edit the Policy: Update the content of your policy as needed, ensuring that the new information is clear and easy to understand. Vendors have the flexibility to adjust return timelines, warranty details, or other terms in response to changing business requirements.
Save and Publish: Once you’ve made the necessary changes, click “Save” to update your policy. Your updated policy will be saved and applied to all new transactions moving forward. The previous versions will be archived to maintain transparency for any past orders.
Important Notes:
Archived Versions: XOL keeps an archive of previous versions of your policies, ensuring transparency for both you and your customers. This means that policies in place at the time of a transaction will still apply for that specific order.
Timely Updates: To avoid any confusion or disputes, it’s recommended that vendors review their policies periodically and update them if needed. Keeping policies current ensures consistency and helps meet customer expectations effectively.
Customer Notification: When a policy is updated, it is helpful to communicate these changes via customer announcements to maintain transparency.
By keeping policies up-to-date, vendors can enhance customer trust, reduce disputes, and provide a more reliable shopping experience on XOL.
At XOL, we are committed to maintaining a safe, respectful, and effective advertising environment that benefits both vendors and customers. Our advertising policy ensures all advertisements on the platform meet our quality and transparency standards while aligning with our community values.
Allowed Advertising Content: Vendors can promote their products, brands, and services using advertising solutions such as Sponsored Products, Sponsored Brands, Sponsored Display Ads, and custom Stores. Ads should provide accurate, high-quality information about products and brands to help customers make informed purchasing decisions.
Prohibited Advertising Content: XOL prohibits the following types of advertisements:
Ad Quality and Relevance: All advertisements must meet XOL’s quality standards, including:
Advertising Approval Process: All submitted advertisements undergo a review process to ensure compliance with XOL’s policies. This process typically takes 3-4 business days. Vendors will be notified if revisions are required before approval.
Consequences of Policy Violations:
Appeal Process: If a vendor believes their advertisement was incorrectly rejected, they can submit an appeal through the Vendor Hub. Appeals are reviewed by XOL’s compliance team, and a response is provided within 5-7 business days.
By adhering to XOL’s advertising policy, vendors contribute to a trustworthy and enjoyable experience for all customers. For questions regarding the advertising policy or available advertising options, please contact our vendor support team at [email protected].
At XOL, we bridge the gap between vendors and customers, creating a seamless experience for everyone.
Explore our FAQ pages to learn how we deliver value, foster connections, and provide support every step of the way. Whether you’re browsing as a customer or collaborating as a vendor, XOL is here to make the process effortless and rewarding.
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