Return & Cancellation Policy

Effective for all purchases made through MRCOOL DIY Direct.

At MRCOOL DIY Direct, we want every customer to feel confident before placing an order. Please review this policy carefully before purchasing. This policy explains our rules for cancellations, returns, restocking fees, shipping charges, damaged shipments, warranty claims, and non-returnable items.

By placing an order with MRCOOL DIY Direct, you acknowledge and agree to the terms below.

Returns

We accept returns on eligible products within 15 days of delivery. All returns must be approved by our support team before anything is shipped back.

Items returned without approval, without original packaging, damaged, used, installed, incomplete, or in non-resalable condition may be refused or may receive a reduced refund, up to and including no refund.

Return Eligibility Requirements

• Returns must be requested and approved by email before the item is sent back.
• Email contact@mrcooldiydirect.com with your order number to begin the return process.
• Clear photos of the item, packaging, labels, and contents are required before return approval.
• Products must be unused, uninstalled, complete, and in original factory packaging.
• All manuals, remotes, hardware, accessories, parts, labels, serial numbers, and packing materials must be included.
• The product and packaging must be in clean, resalable condition.

Packaging & Resalable Condition Requirement

Returned items must arrive back to us in the same condition they were received. Factory boxes must not be missing, destroyed, cut apart, heavily taped, written on, water damaged, punctured, crushed, or otherwise unsuitable for resale.

If an item is returned with missing packaging, damaged packaging, missing components, signs of installation, signs of use, freight damage caused by poor return packaging, or any condition that prevents the item from being resold as new, MRCOOL DIY Direct may deduct the loss in value from the refund or deny the refund entirely.

Please do not use the manufacturer’s product box as the only shipping box unless the item originally shipped that way. Items must be protected during return shipping. Damage caused during return transit because of poor packaging is the customer’s responsibility.

Non-Returnable Items

The following items are not eligible for return:

• Electronic components
• Control boards
• Pre-charged line sets
• Modified, altered, or special-order items
• Installed or attempted-installed products
• Items not in original factory box or packaging
• Items missing manuals, remotes, hardware, accessories, labels, or parts
• Items returned in damaged or non-resalable condition
• MRCOOL accessories, including line sets, couplers, heat kits, wall brackets, and similar accessories
• Final sale, clearance, scratch-and-dent, open-box, or sales event purchases

Fees & Costs

Scenario	Fee	Details
Cancel Before Shipping	10% Cancellation Fee	This fee is non-negotiable and helps cover processing, payment, and administrative costs.
Cancel After Shipping	Treated as a Return	Subject to an 18% restocking fee, return shipping charges, and any applicable condition deductions.
Approved Returns	18% Restocking Fee + Return Shipping	Customer is responsible for return freight. Original shipping charges are non-refundable.
Missed Delivery / Refused Orders	18% Restocking Fee + Return Shipping	Shipping includes one delivery attempt. Refused or missed deliveries are treated as returns.
Returned Damaged, Incomplete, or Non-Resalable	Refund Reduction or Denial	Refund may be reduced up to 100% depending on condition, missing parts, damaged packaging, or loss of resale value.

• Shipping charges are non-refundable.
• Return shipping is the customer’s responsibility unless otherwise approved in writing.
• Fees and refund deductions may be adjusted at management’s discretion on a case-by-case basis.

Return Inspection Process

All returned items are inspected after arrival. Refunds are not issued until the product has been received, inspected, and approved for restock.

During inspection, we verify:

• The item matches the approved return request.
• The product is unused and uninstalled.
• The original packaging is present and in resalable condition.
• All parts, accessories, manuals, remotes, hardware, and labels are included.
• The item has not been damaged during return shipping.

If the returned item does not meet these requirements, the refund may be reduced or denied.

Damaged or Defective Products

If your product arrives damaged, please follow these steps immediately:

• Inspect the shipment before accepting delivery whenever possible.
• If damage is obvious, refuse delivery and contact us immediately.
• If accepting delivery with visible damage, write “Package Damaged” on the delivery receipt before signing.
• Email sales@mrcooldiydirect.com within 24 hours of delivery.
• Include your order number and clear photos of the damage, packaging, shipping label, and product.

Installed items are not eligible for freight damage claims. Once a product is installed, issues must be handled through the manufacturer’s warranty.

Sales Event Purchases

Items purchased during Black Friday, Cyber Monday, seasonal promotions, clearance events, scratch-and-dent sales, open-box sales, or other special sales events are considered final sale and cannot be returned or exchanged.

Refunds & Exchanges

• Refunds are issued only after the item is received, inspected, and approved.
• Approved refunds are credited to the original payment method.
• Refunds typically take 3–5 business days to appear after processing, depending on your bank or card issuer.
• Restocking fees, return shipping, original shipping charges, and condition deductions are not refundable.
• We do not offer product exchanges due to logistical limitations.

Warranty Claims

Once a system or item has been installed, it is no longer eligible for return. Any post-installation issue must be handled through the manufacturer’s warranty process.

MRCOOL DIY Direct can assist with general guidance, but warranty decisions, replacement approvals, technical diagnosis, and warranty coverage are determined by the manufacturer.

Need Help?

For return requests or order questions, contact us at:

Email: contact@mrcooldiydirect.com

MRCOOL DIY Direct reserves the right to update this policy at any time. The policy in effect at the time of purchase applies to that order.