Refund / Return Policy
Return & Cancellation Policy
Effective for all purchases made on MRCOOL DIY Direct
At MRCOOL DIY Direct, your satisfaction is important to us. Please review our policy carefully before placing your order. It covers cancellations, returns, restocking fees, shipping charges, and damaged items.
🔁 Returns
We accept returns on eligible products within 15 days of delivery. All returns must be approved by our support team and meet the following requirements:
✅ Return Eligibility
- Returns must be approved by email before being sent back.
- Email us at contact@mrcooldiydirect.com with your order number to begin the return process.
- Photos of the item(s) are required to process your return. If not provided, your request may be denied.
- Products must be in original packaging and in resalable condition.
❌ Non-Returnable Items
- Electronic components
- Control boards
- Pre-charged line sets
- Modified items
- Items not in original box or packaging
- MRCOOL accessories (line sets, couplers, heat kits, wall brackets, etc.)
💰 Fees & Costs
| Scenario | Fee | Details |
|---|---|---|
| Cancel Before Shipping | 10% Cancellation Fee | This fee is non-negotiable |
| Cancel After Shipping | Treated as a Return | Subject to 18% restocking + return shipping |
| Approved Returns | 18% Restocking Fee + Return Shipping | Customer pays for return freight |
| Missed Delivery / Refused Orders | 18% Restocking Fee + Return Shipping | Shipping includes 1 delivery attempt |
🔹 Shipping charges are non-refundable.
🔹 Fees may be adjusted at management’s discretion on a case-by-case basis.
🚚 Damaged or Defective Products
If your product arrives damaged:
- Refuse delivery and contact us immediately.
- Email sales@mrcooldiydirect.com within 24 hours of delivery with:
- Order number
- Photos of the damage
Note: Installed items are not eligible for damage claims. Once installed, issues must be resolved via the manufacturer’s warranty.
If accepting delivery with visible damage, always write “Package Damaged” on the receipt.
🔒 Sales Event Purchases
Items purchased during Black Friday, Cyber Monday, or Seasonal Sales are final sale and cannot be returned or exchanged.
🧾 Refunds & Exchanges
- Refunds are issued after the item is received, inspected, and restocked.
- Funds will be credited to your original payment method (3–5 business days to reflect).
- Restocking and shipping fees are not refundable.
- We do not offer product exchanges due to logistical limitations.
🛠️ Warranty Claims
Once a system is installed, it is no longer eligible for return. Post-installation issues must be handled under the manufacturer’s warranty.
If you have questions about your order or need assistance, contact us at:
📧 contact@mrcooldiydirect.com
