Returnable Conditions

Returns shall be accepted only if they meet the approved return reasons and comply with the specified conditions:

 a. Damaged or Defective Items

• The product has visible damage, a functional defect, or a factory error upon delivery.
• The buyer must submit a return request within 3 calendar days of receipt.
• The product must be unused and include its original packaging, tags, manuals, and accessories.
• Clear proof required: Unboxing video and photos of damage or defect.

 b. 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.
• The product must be in the same condition as it was delivered: unused and in its original packaging.
• Clear proof required: Unboxing video and photos of the wrong item.

c. Item not Matching the Description

• The item delivered significantly deviates from its advertised specifications, features, or description provided at the time of purchase.
• Request must be filed within 3 calendar days of receipt.
• The product must be in the same condition as it was delivered: unused and in its original packaging.
• Clear proof required: Unboxing video and photos of the item.

d. Expired Product

• Request must be filed within 3 calendar days of receipt.
• Clear proof required: photos of the item.

e. Incomplete/ Missing parts

• The delivered item is incomplete or has missing parts based on the product description.
• Request must be filed within 3 calendar days of receipt.
• The product must be in the same condition as it was delivered: unused and in its original packaging.
• Clear proof required: Unboxing video and photos of the item.

f. Returns due to change of mind are not allowed at this time.

Note: CTC reserves the right to evaluate and determine, at its sole discretion, whether a returned item meets the established return conditions. Items that do not comply with the specified requirements may be declined for return.

Non-Returnable Products

The following categories are not eligible for return unless proven wrong item delivered, damaged or mishandled:

• Perishable Goods – Items with a limited shelf life such as food, flowers, or other consumables.
• Customized Items – Products that have been personalized or made to order based on customer specifications.
• Hygiene-Sensitive Products – Items that cannot be returned due to health and safety concerns, such as undergarments, cosmetics, or personal care products.
• Vitamins and Supplements
• Items labeled as “Non-Returnable” on the product page

Return Process

Step 1: File a Return Request

• Return requests must be submitted within the applicable return period through the designated return channel.
• Submit a ticket using the official OMSMPC CTC support desk: https://support.omsmpc.com/
  • Select "Submit a Ticket"
  • Choose "Coop Trade Center" as the main category
  • Under CTC Sub-Category, select the applicable option: Returns, Refunds, Cancellations, or Dispute
• Information Required:
  • Order number
  • Full name, email and contact number
  • Reason for return
  • Supporting media (photos, videos, etc.)

Step 2: Review and Approval

• CTC will acknowledge your request within 3 business days.
• Initial review and coordination with the CTC partner will be done within 3-5 business days.
• If your return request is approved, the support team will update you with instructions on how to return the item.
   

Step 3: Return Logistics

• Pick-up Service: CTC will arrange return pick-up services for eligible cases, subject to availability and limited to designated service areas.
• Drop-off Option: Eligible items may be returned to the nearest authorized CTC partner hub.
• Self-Arrange Returns: In certain cases where the buyer directly reships the item to CTC or the supplier, the shipping cost will be shouldered by the buyer.
   

Step 4: Resolution Options

If your return request is approved, you may choose from the following options:

Note: Refunds, if applicable, will be processed according to the timelines and methods stated in the Refund Policy.

Product Condition Guidelines

Returned items must meet the following conditions:

Processing Timeline

Note: Processing time may vary depending on item category, supplier coordination, and member location.

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 OMSMPC members.

Contact Us

• OMSMPC CTC support desk: https://support.omsmpc.com/
• Website: www.cooptradecenter.com
• Facebook: fb.com/cooptradecenter
• Business Hours: Monday to Friday, 8:00 AM–5:00 PM