The Coop Trade Center – Refund Policy

Version 1.0 | Effective Date: June 27, 2025
For Members and Registered Buyers Only

1. Policy Overview

The Coop Trade Center (CTC), operated under the Online Micro Seller Multipurpose Cooperative (OMSMPC), is committed to upholding consumer protection and ensuring fairness for our member-buyers. This Refund Policy outlines the terms, conditions, and procedures for requesting refunds on purchases made via our online commerce platform.

This policy applies exclusively to registered CTC members and approved buyers who have completed transactions through our website, mobile commerce, or assisted orders via Coop sales officers.

2. General Refund Principles

• Refunds are evaluated on a case-by-case basis, in accordance with CTC’s internal guidelines and applicable consumer laws.
   
• CTC does not guarantee refunds for all product categories due to supplier and logistics limitations, but we will ensure all valid concerns are addressed equitably.
   
• All refund requests must be filed within seven (7) calendar days from the date of delivery or expected delivery date.
   

3. Refundable Scenarios and Conditions

 3.1. Damaged or Defective Product

Definition: Physical damage, manufacturing defect, or operational fault not caused by customer misuse.

Requirements:

• Report must be made within 72 hours (3 calendar days) of receiving the item.
   
• Include unboxing video, clear photos of the defect or damage, and product label or serial number if available.
   
• Product must be unused, and returned in original packaging with complete accessories.
   

Resolution Options:

• Full refund
   
• Replacement (if available)
   
• Partial refund for minor damages (case-by-case)
   

 3.2. Wrong Item Delivered

Definition: The item delivered does not match the order placed (e.g., incorrect variant, product, size, or color).

Requirements:

• Report must be made within 72 hours (3 calendar days) of receipt.
   
• Provide Order Number and proof (photos, video, packaging slip).
   
• Item must be returned unused and in sellable condition.
   

Resolution Options:

• Full refund upon return
   
• Replacement of correct item at no additional cost
   
• If correct item is out of stock, customer may opt for store credit or full refund

 3.3. Non-Delivery of Item

Definition: Order was paid and confirmed, but item was not delivered within the maximum estimated delivery time.

Requirements:

• Delivery confirmation cutoff: 15 business days from order confirmation (unless otherwise specified).
   
• Buyer must contact CTC within 7 days after the maximum delivery window.
   

Resolution Options:

• Full refund
   
• Re-processing of the order if preferred and available
   

3.4. Out-of-Stock After Payment

Definition: Order is accepted and paid, but the product is later determined to be unavailable.

Resolution Options:

• Full refund
   
• Offer of alternative product with buyer’s consent
   
• Option to hold payment for restocking (with written approval from buyer)
   

3.5. Non-Refundable Scenarios

CTC does not issue refunds for the following:

• Change of mind
   
• Incorrect quantity or variant selected by the buyer at checkout
   
• Items damaged due to misuse or mishandling by the buyer
   
• Products under “Final Sale,” “Non-Returnable,” or “Clearance” label
   
• Consumables, perishables, hygiene-related items (e.g., food, beverages, health supplements, PPE)
   
• Services, digital goods, and subscription packages unless proven defective or in breach of terms
   

4. Refund Process & Timelines

4.1. Initiating a Refund

Refund requests must be submitted through:

• Email:
   
• SMS/Viber: [Insert number]
   
• Through Sales Officer: For assisted or enterprise accounts
   

Required Information:

• Order Number / Transaction Reference
   
• Full name and contact details
   
• Reason for refund
   
• Supporting documents (proof of payment, photos, videos, etc.)
   

4.2. Review & Resolution

• CTC will acknowledge receipt of refund request within 2 business days.
   
• Initial investigation and coordination with suppliers/logistics will be conducted within 5 business days.
   
• Final decision will be communicated within 7–10 business days.

4.3. Mode of Refund

Refunds will be issued based on the original payment channel or via the following methods:

Refund timelines may vary depending on bank/partner processing speed.

5. Return Shipping Policy (If Required)

• If return of the item is required for inspection, CTC will arrange pick-up or drop-off at the nearest Coop point or logistics partner hub.
   
• Return shipping cost will be covered by CTC only if the fault is on our part (e.g., wrong or defective item).
   
• If buyer error (e.g., wrong variant ordered) is the cause, shipping fees shall be shouldered by the buyer and deducted from the refund (if applicable).

6. Dispute Handling and Escalation

If you are unsatisfied with how your refund request was handled, you may escalate the concern to:

📩 CTC Refund Committee
Email: ???
Office Hours: Monday–Friday, 9:00 AM to 5:00 PM (except holidays)

All escalations will be reviewed within 5 business days and resolved within 10–15 business days.

7. Policy Updates

This policy is subject to change based on the Coop’s operational needs, supplier arrangements, and consumer regulations. Members will be notified of any changes via email and public notice on the CTC website and social media channels.

8. Contact Information

For inquiries and refund assistance, please reach out to us via:
Email: ???
Viber/SMS: [Insert Hotline]
FB Page: facebook.com/cooptradecenter
Office Hours: Monday–Friday | 9:00 AM–6:00 PM