Refund / Return Policy

  • Returns must be approved by MRCOOL DIY DIRECT and must be initiated within 15 days of delivery. We cannot accept any returns after that time frame.
  • All returns must be initiated via email. Please email with your order number.
  • All product(s) must be returned in their original packaging and never been used or installed. You will need to keep the pallet to return the product. If a product is used or installed, or does not have the box, the box is damaged and pallet, it cannot be returned.
  • Photos Required -  We will ask for photos of the item(s) you are returning. This is required for processing returns and if no photos can be submitted a return will be denied. 

Products not eligible for returns:

  • Any product(s) that have been modified
  • Any product(s) that are not in re-sellable condition
  • Any product(s) not that is not accompanied by an order number
  • Any product(s) that is not in the original box with sufficient packaging materials
  • MRCOOL accessories are non-returnable, including but not limited to: line sets, couplers, heat kits, downflow kits, line guards, wall brackets, thermostats, etc.
  • All non-damage related MRCOOL returns are subject to a 35% restocking fee Plus the cost of return shipping charged by the LTL carrier.
  • Cancellations - There is a 15% cancellation fee for all orders. Orders are processed with the brand and supplier the moment they are received.
Shipped Product(s): 
  • Once an order ships it is subject to a restocking fee.
  • If the order is cancelled once shipped, or the delivery refused, or turned around due to the customer not making a delivery appointment, the order will be returned to the warehouse automatically treated as a return
  • The customer will be refunded net of the restocking fee as listed above
  • Refusing a shipment due damage will not be treated as a return. We will send a replacement unit at no cost to you.
  • Products purchased via limited-time sales events (Black Friday, Cyber Monday, Clearance, Seasonal Sales, etc.) are considered final and are not eligible for returns or exchanges.

  • Order Prices are Final and cannot be refunded due to future promotions or competing retailer prices
  • Once an order is completed the sale price is final. 
  • If a customer finds the product for cheaper elsewhere, or on our store at a later date, we cannot refund you the difference.
  • All prices are set by the suppliers/brands we work with and they may run promotions from time to time, we cannot refund you for future promotions after you purchase as costs are fixed at time of purchase


  • Refunds are processed once we receive and inspect the product.
  • Refunds will be credited to the original payment method and can take up to 3-5 business days to reflect on your statement. Return restocking fees are not refundable