Authenticity & Intellectual-Property Compliance Policy

A. Pre-qualification

Required: documented quality program (ISO 9001 or BSCI) and recent financials; beneficial-ownership/KYB screening; sanctions/adverse-media checks; reference calls.

Evidence we store: certificates, KYB pack, screening screenshots, reference notes.

B. IP Verification

Supplier signs a Non-Infringement & Original Design Declaration covering patents, trademarks, copyrights, and trade dress.

If branded goods are proposed, we require a reseller/authorization letter from the rights-holder.

Evidence we store: countersigned declaration, sample drawings/design files, authorization letters (if any).

C. Compliance Dossier (by SKU)

For electronics/regulated items: CE, RoHS, FCC, REACH, UN 38.3 (lithium batteries), and other required reports/DoCs per destination.

Evidence we store: digital dossier (PDFs, lab reports, DoCs), linked to SKU/version.

D. Quality Control (QC)

Pre-shipment inspection using AQL sampling (typical: General Level II; AQL 2.5 major / 4.0 minor unless category requires stricter).

Functional tests (e.g., charge/hold, button cycles), safety checks, labeling/packaging review.

Evidence we store: third-party QC report, photo/video archive; retain samples where applicable.

E. Ongoing Monitoring

Bi-annual compliance review; random batch sampling/lab tests; corrective-action logs for any non-conformities.

Evidence we store: updated certs, new test results, CAPA records.

4) Product Integrity (What happens to every shipment)

• Batch-level QC on arrival: dimensional, functional, and cosmetic checks at inbound. Non-conforming units are quarantined and destroyed or returned per SOP.
• Serialization: high-value electronics have tamper-evident seals and unique serials traceable to lot/batch; scanned at inbound & outbound and tied to orders for recall tracing.
• Chain of custody: documentary evidence from factory dispatch through freight and our hub to last-mile carrier handoff; photos and scans attached to the ASN/receipt.
• Packaging: plain-label by default unless we have express license. No unlicensed third-party marks on boxes, inserts, or accessories. Multilingual safety and care instructions included where required.
• Warranty: electronics ship with a minimum 12-month warranty fulfilled by us or approved service partners.

5) Accurate Representation (Website, Ads, and Feeds)

Copy & claims

• Titles and descriptions focus on function, materials, and specifications.
• We avoid medical/therapeutic claims unless the device is cleared/listed and the claim matches the cleared indication.
• If a third-party brand must be referenced (rare), we use nominative fair use with a clear non-affiliation statement; otherwise, we describe compatibility by spec rather than brand name.
  Identifiers
• If a genuine GTIN/Brand/MPN exists, we publish it exactly.
• If an item is truly generic, we never invent GTINs; we set identifier_exists = no and use a neutral internal identifier.
  Imagery
• Studio imagery on neutral backgrounds; no competitor logos; no edited-in marks.
• We do not publish images that show unlicensed trademarks or trade dress.
  Pricing & promotions
• Discounts are calculated from verifiable list prices. Where required, we follow local price-indication rules and Google’s Sale Price policy.
  Feed parity
• Price, currency, availability, shipping, and variants on landing pages must match the Google product feed at all times.
• We monitor Merchant Center Diagnostics and resolve policy or data-quality issues immediately.

6) Incidental Marks & Customer Choice

Our intent is to ship unbranded items and plain packaging. On rare occasions, a third-party name or logo may appear incidentally on a component, leaflet, or exterior packaging from an upstream manufacturer. All such marks belong to their respective owners, and their appearance does not indicate affiliation, sponsorship, or endorsement. If you prefer a plain/white-label version, contact us and we will replace the item (where available) or refund according to our Return & Refund Policy.

7) Customer Protection (Your safety net)

• 90-Day Money-Back Guarantee: if you doubt authenticity or description accuracy, we will refund or replace immediately per our returns policy.
• Dispute escalation: if unresolved, you may escalate via PayPal Buyer Protection, your card issuer, or any applicable ODR mechanism.
• Documentation on request: for IP or authenticity concerns, we can provide relevant non-confidential portions of the SKU’s compliance dossier.

8) Rights-Holder Notice & Takedown (How to contact us, what we do)

How to report: email support@physiofitlab.com with:

• the URL/SKU;
• proof of your IP right (registration or evidence of ownership);
• evidence of the alleged misuse; and
• your contact details.

Our process & timelines (business days):

• Within 24 hours: acknowledge receipt; temporarily unlist the item; quarantine related inventory.
• 0–48 hours: review purchase records, supplier IP declarations, design files, and test/inspection documents.
• By 48 hours: written outcome to complainant and supplier. If infringement is confirmed, we permanently delist the product and dispose/return any remaining stock; otherwise, we reinstate with rationale.
• Appeals: suppliers may present new evidence; if the appeal fails, the vendor contract is terminated. We keep a complete audit trail.

9) Internal Governance (Who does what)

• Compliance Lead: owns this policy, approves suppliers, signs off on high-risk listings, manages rights-holder complaints, reports to senior leadership.
• Category Managers: ensure copy, imagery, and specs meet this policy before publish; maintain SKU dossiers.
• Operations/QA: execute inbound QC, serialization, quarantine, and disposition; file photo/QC evidence.
• Marketing/Feeds: maintain parity between landing pages and product feeds; monitor Merchant Center diagnostics daily.
• Support: first-line handling of authenticity queries; escalates to Compliance within one business day.

10) Training & Auditing (How we keep standards high)

• Onboarding training: all staff who touch products, content, ads, or support complete IP/compliance training before access is granted.
• Quarterly refreshers: focused modules on misrepresentation risks, medical claims, and Google policy updates.
• Quarterly internal audits: review supplier list, SKU dossiers, site/feed parity, and diagnostics.
• Annual external audit: independent consultancy evaluates the program and issues written attestation and recommendations.
• KPIs we track: % SKUs with complete dossiers; AQL pass rate; rights-holder response times; listing takedown SLA; Merchant Center disapproval rate; repeat-supplier non-conformities.

11) Recordkeeping & Retention

• We maintain secure, access-controlled archives for supplier files, declarations, compliance reports, QC results, serial logs, and takedown cases.
• Retention minimum: six (6) years or longer if legally required.
• We practice least-privilege access and periodic permission reviews.

12) Continuous Improvement & Updates

This policy is reviewed at least annually and whenever regulations or platform rules change. Material updates are time-stamped and archived; we notify customers and suppliers via newsletter when changes affect them.