Refund / Return Policy

  • MRCOOL DIY Direct Return and Refund Policy

    At MRCOOL DIY Direct, we are dedicated to providing exceptional customer service and a seamless shopping experience. Below is a detailed guide to our return and refund policy to ensure you have all the necessary information.

    30-Day Satisfaction Guarantee

    Eligibility:

    • Returns are accepted for unused, uninstalled, and resalable merchandise in new condition and in original packaging.
    • You must notify us of your intent to return within 30 days of the delivery date.
    • A 25% restocking fee applies to all returns.
    • Original shipping charges are non-refundable, and you are responsible for return shipping costs.
    • Refunds will be issued to the original payment method used for the purchase.
    • Refunds are processed only after returned items are received and inspected.

    Non-Returnable Items:

    • Products eligible for parts under manufacturer warranty (e.g., control boards, motors).
    • Items with opened or missing original manufacturer packaging.
    • MRCOOL parts and accessories (e.g., line sets, couplers, heat kits) are non-returnable.
    • Products that have been used, installed, modified, or are not in resalable condition.

    Return Procedure:

    1. Initiate Return: Submit your return request in writing to support@mrcooldiydirect.com within 15 days of delivery. Include your order number.
    2. Approval: If approved, you will receive instructions via email. Photos of the item(s) you are returning are required for processing. Returns without photos will be denied.
    3. Packaging: Securely pack the items in their original packaging. You will need to keep the pallet for the return. Items without the original box, with a damaged box, or without a pallet cannot be returned.
    4. Shipping: Ship the package using UPS or FedEx Ground if delivered by these carriers. For larger items delivered by LTL freight, ensure the box is on a pallet and arrange a pickup with an LTL carrier. Provide us with the tracking number.
    5. Inspection: Once received, we will inspect the item and notify you of the refund approval or rejection. Approved refunds will be credited to the original payment method within 3-5 business days. Return restocking fees are not refundable.

    Exclusions:

    • Products purchased during limited-time sales events (e.g., Black Friday, Cyber Monday) are final and ineligible for returns or exchanges.
    • Products purchased at a discounted price due to promotions are final and not eligible for price adjustments.

    Cancellations

    • Before Shipping: You can cancel your order free of charge within 48 hours of placing it, provided it has not been shipped.
    • After Shipping: Orders canceled after 1 hour but before shipping incur a 5% cancellation fee. For orders that have shipped, the standard return policy applies. Cancellations of shipped orders or refusal at delivery are treated as returns, with the customer refunded net of the restocking fee.

    Refunds for Cancellations:

    • Orders canceled after shipping are subject to a 15% cancellation fee plus return shipping costs.

    Pre-Orders

    • If a product is out of stock, we will notify you with an ETA and available alternatives.
    • You can choose an alternative product, cancel without a fee, or wait for the original product.
    • If you cancel a pre-order after confirmation and the product is delayed further, a 5% cancellation fee applies.
    • If the product has shipped, the normal return policy applies.

    Damaged Merchandise

    • Contact support@mrcooldiydirect.com for replacement and pick-up arrangements for damaged items. Refer to our Shipping Policy for more details.

    Defective Merchandise

    • Most products come with a minimum 1-year manufacturer's warranty. Contact us if you find defects, and we will assist with parts or replacements at no additional cost. Email support@mrcooldiydirect.com for warranty claims.

    Important Notes

    • Order Prices: Prices are final and cannot be adjusted due to future promotions or lower prices elsewhere.
    • Refund Processing: Refunds are processed once we receive and inspect the returned product. Allow 3-5 business days for refunds to reflect on your statement. Return restocking fees are non-refundable.

    Questions? Email us at support@mrcooldiydirect.com.

    Thank you for choosing MRCOOL DIY Direct. We appreciate your understanding and cooperation.