Applies to Members and Registered Buyers Only
Scope and Coverage
This policy applies to all physical goods purchased through The Coop Trade Center’s online platform, including:
- Website and mobile platforms
- Assisted orders placed through Coop officers
This policy does not apply to digital services, subscriptions, or virtual products unless specifically stated.
Returnable Conditions
Returns are accepted under the following conditions:
3.1. Damaged or Defective Items
- Product has visible damage, functional defect, or factory error upon delivery.
- Buyer must submit a return request within 3 calendar days of receipt.
- Product must be unused and include original packaging, tags, manuals, and accessories.
- Clear proof required: Unboxing video and photos of damage or defect.
3.2. Wrong Item Delivered
- The item delivered is not the one ordered (wrong model, color, variant, or product).
- Request must be filed within 3 calendar days of receipt.
- Product must be in the same condition it was delivered: unused and in original packaging.
3.3. Product Eligible for Exchange
- Size or variant does not fit/use case (applicable only if explicitly allowed by brand or category).
- Subject to inventory availability.
- Buyer shoulders return shipping and additional shipping for replacement item, unless the wrong item was shipped.
3.4. Non-Returnable Products
The following categories are not eligible for return unless proven damaged or misdelivered:
- Perishable items (food, beverages, fresh goods)
- Health and wellness products (e.g., supplements, vitamins, personal hygiene items)
- Opened or tampered consumables
- Digital goods, software, and services
- Customized, pre-ordered, or made-to-order products
- Items labeled as “Final Sale” or “Non-Returnable” on the product page
- Change of mind or buyer error in selection
Return Process
Step 1: File a Return Request
Submit a return request within the allowed return window through one of the following channels:
- Email: regine@omsmpc.com
- Viber/SMS Hotline: +63 917 7006 845
- Via Coop Sales Officer: For assisted transactions
Information Required:
- Order number / Reference number
- Full name and contact number
- Reason for return
- Supporting media (photos/videos/receipts)
Step 2: Review and Approval
- CTC will acknowledge your request within 2 business days.
- Initial review and coordination with the vendor or dropship partner will be done within 5 business days.
- If return is approved, you will receive instructions for item retrieval or drop-off.
Step 3: Return Logistics
- Pick-up Service: CTC will coordinate a return pick-up if eligible (limited to select areas).
- Drop-off Option: You may return the item to the nearest Coop branch or partner hub, if available.
- Return shipping costs will be shouldered by CTC only if the fault is on our side.
For returns due to buyer error or preference (if allowed), buyer shoulders both return and replacement shipping costs.
Step 4: Resolution Options
Upon successful return, the following options are available:
|
Condition
|
Resolution
|
|
Wrong Item / Defective Item
|
Replacement (if in stock), Store Credit, or Refund
|
|
Item for Exchange
|
Exchange with same product category/price (if allowed)
|
|
Out of Stock Replacement
|
Refund or store credit
|
Refunds, if applicable, follow the timelines and methods defined in the Refund Policy.
Product Condition Guidelines
Returned items must meet the following conditions:
|
Requirement
|
Description
|
|
Original Packaging
|
Product must be returned in original box with complete labels and packaging.
|
|
Unused Condition
|
Product must not have been used, washed, altered, or tampered.
|
|
Accessories & Freebies
|
All included items (manuals, accessories, freebies) must be returned.
|
|
Tags
|
Product tags (if applicable) must be intact.
|
Processing Timeline
|
Action
|
Timeline
|
|
Return Request Acknowledgement
|
Within 2 business days
|
|
Return Approval & Instructions
|
Within 5 business days
|
|
Item Pick-up / Return
|
Within 7 business days from approval
|
|
Replacement Dispatch
|
5–10 business days after returned item verification
|
Processing time may vary depending on item category, supplier coordination, and member location.
Disputes and Escalation
If you are not satisfied with the return resolution, you may escalate your concern to:
CTC Returns & Resolutions Unit
Email: regine@omsmpc.com
Processing Time: 5–10 business days upon receipt of full documentation
Amendments to This Policy
This Return Policy may be updated periodically to reflect changes in operations, supplier relationships, or compliance with cooperative and trade regulations. All updates will be posted on the official CTC website and communicated to active members.
Contact Us
For assistance regarding returns:
Email: regine@omsmpc.com
Viber/SMS: +63 917 7006 845
Website: www.cooptradecenter.com
Facebook: https://www.facebook.com/cooptradecenter
Business Hours: Monday to Friday, 9:00 AM–6:00 PM
english
