Refund / Return Policy

  • Return Policy

    At MRCOOL DIY Direct, we strive to ensure that every customer is satisfied with their purchase. However, we understand that sometimes returns are necessary. Please read our updated return policy carefully.

    Non-Returnable Items

    We cannot accept returns on the following items:

    • Electronic components, control boards, or pre-charged line sets.

    Please make sure to verify your order details before completing your purchase.

    Return Requirements

    • Restocking Fee: There is an 18% restocking fee on all approved returns.
    • Return Shipping: The customer is responsible for the cost of return transportation.
    • Return Time Frame: Returns must be approved by MRCOOL DIY Direct and must be initiated within 15 days of delivery. We cannot accept any returns after this time frame.
    • Return Authorization: All returns must be initiated via email. Please email contact@mrcooldiydirect.com with your order number to begin the return process.

    Photos Required

    • Our customer support team may request photos of the item(s) you wish to return. Photos are required for processing returns. If photos cannot be provided, the return request will be denied.

    Restocking Fees

    • MRCOOL Products:  18% Restocking Fee + Cost of Return Shipping
    • All Other Products: 18% Restocking Fee + Cost of Return Shipping
    • All Approved Returns: 18% Restocking Fee + Cost of Return Shipping

    Cancellations

    • 15% Cancellation Fee: If an order is canceled after being processed, a 15% cancellation fee will apply. Orders are processed immediately, and fees are required due to the preparation of shipping and tracking information.

    Delivery Attempts

    • One Delivery Attempt Included: Shipping includes one (1) delivery attempt. If delivery cannot be made on the first attempt, the product will be returned to us, and a restocking fee will be charged.

    Shipped Products

    • If an order has shipped and is canceled, refused, or returned due to missed delivery appointments, the item will be treated as a return. The customer will be refunded, minus the restocking fee and return shipping costs.

    • Damaged Items: If a shipment is damaged, please refuse delivery and contact us immediately. A replacement unit will be shipped at no additional cost to you.

    Sales Event Orders

    Products purchased during limited-time sales events, such as Black Friday, Cyber Monday, or Seasonal Sales, are considered final sale and are not eligible for returns or exchanges.

    Price Adjustments

    All prices are final at the time of purchase. We cannot offer refunds or price adjustments due to future promotions or lower prices from competing retailers.

    Non-Returnable Products

    • Products that have been modified.
    • Products not in resalable condition.
    • Products not accompanied by an order number.
    • Products not in the original box with sufficient packaging materials.
    • MRCOOL accessories, including but not limited to line sets, couplers, heat kits, downflow kits, line guards, wall brackets, and thermostats, are non-returnable.

    Damaged Products

    If your product arrives damaged:

    • Report the damage within 24 hours of receiving your order by emailing sales@mrcooldiydirect.com with your order number and photos of the damage. Claims submitted after 24 hours will be denied.

    • Damaged products can only be exchanged or repaired if they are not installed. Once installed, they are no longer eligible for exchange due to damage.

    • Delivery Instructions: If you notice any damage upon delivery, write "Package Damaged" on the delivery receipt. If the package is significantly damaged, you may refuse the delivery and notify us. We will send a replacement immediately.

    Warranty

    Once a system is installed, it is no longer eligible for return. For any issues post-installation, the manufacturer's warranty will cover repairs or replacements.

    Exchanges

    Due to the complexities of processing returned products, we do not offer exchanges.

    Refunds

    Refunds are processed once our warehouse receives, inspects, and restocks the returned item. Refunds will be credited to the original payment method, which can take 3-5 business days to reflect on your statement. Restocking fees and return shipping costs are not refundable.