Wayfair and its affiliated brands, including Wayfair.com, Joss & Main, AllModern, Birch Lane and Perigold, believes everyone deserves a home they love. We have established these policies to help ensure our customers have the best possible customer experience on our platform and to promote your success as a Wayfair supplier. Wayfair is committed to working with responsible suppliers who comply with law, follow Wayfair’s policies, and adhere to honest, ethical, and sustainable business practices. All suppliers are expected to comply with this Supplier Code of Conduct (“code”) and failure to do so may result in the removal of your products from our websites and, in certain cases, suspension or termination of your Wayfair account.
In its simplest form, this code requires all suppliers to adhere to the following requirements:
- One Listing Per Product. Create only one unique listing per product; listing duplicate versions or close copies of products, including identical imagery or product content, is strictly prohibited
- One Account Per Supplier. Operate only one unique selling account except in Wayfair-approved circumstances with a legitimate business purpose
- Accurate Business and Product Information. Provide accurate and complete information to Wayfair and its customers
- Follow our Product Guidelines. Supply products that meet Wayfair’s guidelines; products that are discriminatory, glorify violence, or infringe on any third party’s intellectual property rights are prohibited
- Provide a Great Customer Experience. Ensure products deliver a positive customer experience, ship your product on-time and damage-free, and offer sharp, competitive, and fair prices on your selection
- Respect Customer Relationships. Refrain from contacting Wayfair customers directly and do not manipulate or influence customer reviews
- Sell Safe, Compliant and Lawful Products. Meet or exceed all rules, regulations, and compliance standards applicable to your products
- Ethical and Socially Responsible Business Practices. Uphold labor and human rights, promote environmental sustainability, and support Wayfair’s DEI and CR missions
- Comply with Applicable Laws and Wayfair Policies. This includes our Code of Business Conduct and Ethics and Anti-Bribery policies
Wayfair Policies and Standards for a Superior Customer Experience
Wayfair strives to provide a great customer experience. We hold our suppliers to high standards to ensure that we delight our customers with unparalleled selection, great value, and fast delivery. If a supplier falls short of these expectations, we may temporarily or permanently remove this supplier, their products.
We continuously monitor and evaluate supplier and product performance. Operationally, we look at customer reviews and surveys, as well as delivery, return, in stock availability and product incident metrics, among other data. Wayfair provides a number of tools to track these metrics and we expect our suppliers to make every effort to address operational inefficiencies where requested.
Additionally, price and selection competitiveness are essential elements of a trustworthy shopping experience. We evaluate price competitiveness relative to the market to ensure we are able to offer compelling price points to our customers. Price gouging and other forms of egregious or dishonest pricing practices is strictly prohibited.
Product Listings, Seller Accounts, Insurance, Customer Contact and Reviews
Suppliers should only create one unique listing per product on their account. Listing duplicate versions or close copies of products, including identical imagery or product content, is strictly prohibited. In the event Wayfair identifies identical or near-identical product listings, Wayfair may consolidate or remove such listings in its sole discretion.
Each supplier should only operate one seller account on Wayfair except in the event of a Wayfair-approved legitimate business need. We expect these to be limited to unusual circumstances such as licensing arrangements, separate operations with unique product lines in different countries, or different product teams managing distinct product types (i.e., B2B vs. B2C). For the avoidance of doubt, suppliers may not operate multiple accounts that contain identical products.
Suppliers are required to provide truthful, accurate, and complete information to Wayfair, including business, contact and product information, both at initial registration and as such information changes over time.
Suppliers are required to sign a Supplier Partnership Agreement, maintain insurance coverage as outlined in that agreement, and notify Wayfair in the event of a lapse or change in insurance coverage. In the event of a change of control of ownership, acquisition or divestment of all or part of a business line, or a sale or merger of a supplier’s business, Wayfair requires immediate notification and may require a new Supplier Partnership Agreement.
Suppliers should not contact, market to or otherwise interact with Wayfair customers except (a) to facilitate an order or (b) as otherwise instructed to do so by Wayfair. Furthermore, suppliers are strictly prohibited from incentivizing, manipulating or influencing customer reviews or ratings except as expressly permitted under a Wayfair program. This includes contacting any customers to write, remove, or otherwise modify a product review; providing any monetary or non-monetary incentive such as a coupon code, discount or gift; using any automated technology to generate reviews; or directly or indirectly writing reviews for your own products. Suppliers may not review their own products and may not leave reviews on competitors’ products via the Wayfair platform.
Laws and Regulations, Policies and Product Standards, Safety and Compliance
Suppliers must observe all Wayfair policies including, but not limited to, our Code of Business Conduct and Ethics and Anti-Bribery policies.
Suppliers must adhere to all applicable laws, rules, standards, and regulations (collectively “laws”), including laws in all markets and geographies where you operate or where your products are manufactured, distributed, sold, or shipped. This includes ensuring products and services provided to Wayfair comply with all necessary product safety, testing, certification, and international trade regulations. In North America, these include, but are not limited to, standards promulgated by the United States federal government and its agencies such as the Consumer Product Safety Commission, the Food and Drug Administration, and the Environmental Protection Agency; state entities such as the California Air Resources Board (“CARB”); and Canadian federal, provincial, or territorial rules and regulations such as those governed by Health Canada. In the European Union and United Kingdom, these may include any standard or requirement promulgated by UK or EU Regulation; EU Directive, including the General Product Safety Directive; or established by any member state, national, or regional authority.
Wayfair expects its suppliers to rigorously self-evaluate adherence to product safety rules and be ready to demonstrate compliance at Wayfair’s request. For products that require safety testing at any point in the supply chain, you must maintain a reasonable, organized, and complete chain of custody. Wayfair may specify the manner, format, or substance of such chain of custody documentation, in which case you must meet or exceed our standard. In the event you become aware of any product defect that endangers user safety or wellbeing, you must adhere to all reporting obligations of relevant product safety authorities and you must also alert Wayfair of such defect.
Wayfair requires our suppliers and their supply chains to implement quality control processes. Suppliers’ products and their packaging must be new and unused, properly labeled, contain all required disclosures and safety warnings, include sufficient assembly instructions, adhere to all language requirements, and be appropriately contained and secured when stored or in transit. Except for any labeling or marking regulations, Wayfair requires that all products are packaged in either unmarked containers or containers that bear only the trademarks belonging to the supplier or Wayfair. Products that contain packaging that references any other retailer or marketplace is strictly prohibited. Further, all product descriptions and packaging must be accurate, truthful, and match the physical item that is shipped to Wayfair or Wayfair’s customer. Wayfair expects accurate inventory availability, timely shipments of all customer orders, and orders must be shipped only to the destination as specified by Wayfair.
Additionally, Wayfair does not allow products that are discriminatory or promote hate towards different cultures, races, genders or religions, condone or glorify violence, or infringe on any third party’s intellectual property rights, including copyrights, trademarks or patents. Suppliers must own or have the right to use all imagery and videos for their products. From time to time, Wayfair may audit your supply chain, including chain of custody documentation. Wayfair expects that you will provide requested documentation immediately, but in no event later than 48 hours after request. Wayfair engages in constant communication with our suppliers and we expect honesty, forthrightness, and transparency in all such dealings.
Labor and Human Rights
Suppliers must uphold the human rights of all workers, including temporary, migrant, student, contract and direct employees, and treat them with respect and dignity. Use of forced or underage labor, including prison labor, slave labor, indentured labor or debt-bonded labor, is strictly prohibited. For the avoidance of doubt, suppliers shall not employ minors, as defined by the relevant jurisdiction; shall not engage in any form of human trafficking; and shall not use dishonest recruiting practices. Additionally, suppliers must provide an inclusive working environment. No person shall be subject to any discrimination or unprofessional conduct in their communications or employment, including hiring, compensation, advancement, discipline, termination or retirement, or on the basis of gender, race, religion, age, disability, sexual orientation, nationality, political opinion, social group, or ethnic origin. Further, suppliers must promote a healthy and safe working environment. No worker at the employ of the supplier shall be subject to any physical, sexual, psychological or verbal harassment or abuse. Wayfair expects suppliers to take all necessary steps to provide a safe and healthy workplace and comply with all applicable laws related to wages and working hours. To put these obligations into practice, suppliers must maintain formal written disciplinary procedures for employees related to the foregoing, clearly communicate them to all workers and prospective employees, and adopt responsible sourcing policies minimally requiring the same. Suppliers must uphold these commitments across their operations and with supply chain partners. For the avoidance of doubt, suppliers may not source products, in whole or part, from sources that do not uphold these labor and human rights principles and must take steps to ensure their responsible sourcing policies are communicated to and understood by all supply chain partners.
Wayfair expects that suppliers adopt measures to mitigate negative impacts that their products, services and workplace have on the environment. Where possible, suppliers should implement procedures that encourage efficient and innovative use of materials and packaging, eliminate waste, and enable sustainable use of natural resources. Wayfair is committed to the responsible use of forest resources and has adopted a Sustainable Wood Sourcing Policy to promote wood products in our supply chain that carry the Forest Stewardship Council (FSC) certification.
Wayfair’s Right to Audit
All suppliers are subject to audit, including un-announced or semi-announced audits, conducted by Wayfair directly or by a third party engaged by Wayfair, to ensure compliance with this code. All requested documentation, including any chain of custody documentation, must be maintained continuously in real-time and must be provided to Wayfair within 48 hours of request. If an audit demonstrates a violation of this code, the supplier must prepare and implement a detailed corrective action plan and take immediate steps to demonstrate compliance. In such a situation, Wayfair may conduct follow-up audits to ensure that violations are addressed. In addition to other legal remedies, Wayfair reserves the right to suspend or remove any products or terminate a relationship with any supplier in the event of a failed audit or for any reason at our discretion. We may periodically ask that you re-confirm your adherence to this code, as well as any information or specifications you have previously provided to us. We may modify this code at any time at our sole discretion.
To learn more about Wayfair’s Supplier Code of Conduct, please access the eLearnings and review the examples provided by selecting the images below.
|Introduction to Wayfair’s Supplier|
Code of Conduct (Part 1)
|Introduction to Wayfair’s Supplier|
Code of Conduct (Part 2)
|This eLearning is designed to provide more information about Wayfair’s Supplier Code of Conduct. Part 1 reviews the first portion of the code of conduct which ends with a knowledge check.||Part 2 reviews the second portion of Wayfair’s Supplier Code of Conduct beginning with Respect Customer Relationships, and also ends with a knowledge check.|
|Go to eLearning||Go to eLearning|
If you would like to report a Supplier Code of Conduct violation, please email email@example.com.