Return & Refund Policy

1. Policy Scope

This Return & Refund Policy applies to orders placed through omtrivo.com. We are a U.S.-based online store offering jerseys, teamwear, and sports apparel. By placing an order on our website, you agree to the return, refund, inspection, and dispute-handling terms described below.

2. Return Request Period

You may request a return within 30 days after the package is delivered, based on the carrier tracking record. Return requests submitted after 30 days from the confirmed delivery date may not be accepted unless required by applicable law.

3. Return Eligibility for Jerseys and Sports Apparel

To be eligible for return, items must be unused, unworn, unwashed, unaltered, and in resalable condition. All original tags, labels, packaging, accessories, and included parts must be returned together. Reasonable inspection is allowed, but items must not show signs of wear, washing, damage, stains, odors, pet hair, deodorant marks, makeup marks, perfume, body odor, or other conditions that prevent resale.

4. Non-Returnable Items

Custom-made products, personalized jerseys, name-customized items, number-customized items, final sale items, clearance items, gift cards, and promotional items are not eligible for return or exchange unless there is a verified quality issue, wrong item, or shipping damage. Items that have been worn, washed, altered, damaged after delivery, or returned without required tags or packaging may be refused.

5. Return Request Process

To request a return, please contact us at service@omtrivo.com before sending any item back. Please include your order number, the item you wish to return, the reason for return, and clear photos if the item has a problem. Returns must be approved by our support team before shipment. Unauthorized returns may be refused, returned to sender, or not processed.

6. Return Shipping Costs

Return shipping costs are the customer’s responsibility when the return is due to personal reasons, such as ordering the wrong size, choosing the wrong color, changing your mind, duplicate purchases, or no longer wanting the item. If the return is caused by our verified error, a defective item, a wrong item, or shipping damage, we will provide an appropriate solution after reviewing the evidence.

7. Return Shipping Requirements

Customers should use a trackable shipping service when returning items. The return package remains the customer’s responsibility until it is received and inspected by us. We are not responsible for returns that are lost, delayed, damaged, or delivered to the wrong address due to customer-selected shipping methods or incorrect return shipment information.

8. Damaged, Defective, Missing, or Wrong Items

Please inspect your package immediately upon delivery. If your order arrives damaged, defective, missing items, or contains the wrong item, please contact us within 48 hours of delivery at service@omtrivo.com. Please provide your order number, clear photos of the item, photos of the packaging, a photo of the shipping label, and a brief description of the issue. Claims submitted after 48 hours may be more difficult to verify.

9. Inspection and Return Approval

After we receive your returned item, we will inspect it to confirm whether it meets our return conditions. If the item is approved, we will proceed with the refund. If the item is not in eligible condition, is missing tags or packaging, shows signs of use, or does not match the approved return request, we may refuse the return, issue a partial refund, or return the item to you where applicable.

10. Refund Timing and Method

Approved refunds will be issued to the original payment method within 7 business days after the return is received, inspected, and approved. Your bank, card issuer, Stripe, PayPal, or payment provider may require additional time to post the refund to your account. We cannot control payment provider processing times after the refund has been issued.

11. Original Shipping Fees, Customs Fees, and Duties

Original shipping fees are generally non-refundable unless the return is caused by our verified error, wrong item, defective item, or confirmed shipping damage. For international orders, customs duties, import taxes, VAT, brokerage fees, and other local charges are not refundable by us, as these fees are collected by customs authorities, carriers, or local agencies.

12. Cancellations and Payment Disputes

Orders may only be cancelled before shipment. Once an order has shipped, it must be handled under this Return & Refund Policy. To support transparent payment handling and Stripe dispute review, we may retain and provide order records, payment confirmation, customer communications, shipping address, tracking number, carrier status, delivery confirmation, return request records, inspection results, refund records, and policy acceptance information when responding to a payment dispute or chargeback.

13. Contact Information

If you have questions about returns, refunds, damaged items, or order issues, please contact us at service@omtrivo.com or +86 16785941800. Our business address is No. 1106, Building 23, Lian Tou Square, Jiaodian New District Office, Jiangxia District, Wuhan City, Hubei Province. Please contact us before opening a payment dispute so we can review your order and provide a resolution according to this policy.