Return Policy

Return Policy

General Returns Guidelines:

• Notification of return must be made within 30 days of the delivery date. Return requests beyond this timeframe will not be accepted.

• If an order is cancelled or refused after the product has already shipped, a restocking fee, as outlined below, will apply.

• If the customer provides an incorrect shipment address or phone number, and the freight carrier is unable to deliver the package, the shipment will be returned to the warehouse and subject to the applicable restocking fee.

• If we or the carrier is unable to contact the client with the number provided by them and the delivery is returned to us, the order will be subject to 35% return and restock fee. 

• A minimum restocking fee of 35% will be charged for all returns. (This only applies to processed returns. If the order was not processed, a 4% processing fee will apply instead.)

• Only unused products in their original packaging, including the box and pallet, are eligible for return. Products that have been used or installed cannot be returned.

• In some cases, the customer may be responsible for packing and arranging return shipment via FedEx or a similar carrier.

Products Ineligible for Returns or Exchanges:

• Modified products

• Products in non-resalable condition

• Products without an order number

• Products not in the original box with original packaging materials

• Accessories, including but not limited to: Lineguards, wall mounts, linesets, couplers, and other accessories

• Pre-Charged Line Sets are non-refundable
  (Since line sets are pre-charged with refrigerant, installing them releases coolant into the condenser. Once coolant enters the condenser, the line sets can no longer be recharged and are not returnable. Please ensure you order the correct length.)

Damaged Products:

If you receive a damaged order, please follow these steps:

1. If the box is visibly damaged upon delivery, take clear photos, refuse the package, and note the damage with the delivery driver on the Bill of Lading or Freight Bill.

2. If there is no visible damage to the box, inspect the product immediately upon receipt.

3. If you discover damage to the product, take photos and contact us within 24 hours.

Email our Customer Experience Team at contact@mrcoolsales.com with:

• Your Order Number

• A detailed description of the issue

• Photos of the damage

Our team will assist you promptly in issuing a replacement unit.

IMPORTANT: All damages must be reported within 24 hours of delivery. Claims reported after 24 hourswill be denied.

Exchange Policy

General Exchange Guidelines:

• Notification of exchange must be made within 30 days of delivery. Requests after this window will not be accepted.

• A minimum 35% restocking fee applies to all exchanges.

• Only unused products in their original packaging (box and/or pallet) are eligible for exchange.

• Used or installed products cannot be exchanged.

Exchange Process:

1. Arrange for the pickup of the item being exchanged.

2. The warehouse will inspect the item to confirm it is in new condition.

3. A refund (minus restocking fees) will be issued to the original payment method.

4. You may then place a new order for the desired item.

Refund Processing:

Refunds will be issued after the warehouse receives, inspects, and processes your return or exchange. Refunds are credited to the original payment method and may take up to 72 hours to appear on your statement.