Returns and Refund Policy

Cool Heat Direct LLC

Last Updated: 18.02.2025

At Cool Heat Direct, we are committed to offering premium home comfort solutions backed by excellent customer service. If you need to return your purchase, the following conditions apply:

1. Eligibility for Returns

To qualify for a return, all of the following must be true:

Return request submitted within 30 days of delivery
Product is unused, uninstalled, and unopened
Original packaging is fully intact, including manuals & accessories
Return Authorization (RMA) is approved before shipping back

Installed, opened, or used items are not eligible for return.

Unauthorized returns will be refused and may not be refunded.

2. Non-Returnable Items

Due to manufacturer restrictions and safety standards, the following cannot be returned:

Accessories and installation materials
(e.g., line sets, couplers, wall brackets, condensate pumps, thermostats)
Any product that shows signs of installation or use
Tools and consumables

Please review product details carefully before purchasing.

3. Restocking Fee

A 35% restocking fee applies to all approved returns.

This fee covers:

Inspection & processing
Repackaging
Warehouse handling
Carrier and supplier administration costs

We follow industry standards and MRCOOL’s return structure.

4. Return Shipping Responsibility

Return shipping costs are the responsibility of the customer unless:

The item arrived damaged, or
The product was defective upon delivery

If shipment is damaged in transit, refusal upon arrival or noting damage on the delivery receipt is required.

5. How to Request a Return

To begin a return request:

Email: support@coolheatdirect.com
Include:

Order number
Product(s) you want to return
Reason for return
Photos (required for items damaged in transit)

Once approved, you will receive detailed RMA instructions.
Returns without an RMA will not be accepted.

6. Refunds

Refunds will be issued to the original payment method after:

Product is received
Product is inspected and approved for resell condition

Refunds will reflect:

35% restocking fee
Any applicable return shipping costs

Shipping charges are non-refundable unless due to shipping damage.

Processing time: 7–10 business days after inspection.

7. Damaged or Defective Items

If your order arrives damaged or defective:

Report to us within 24–48 hours of delivery
Provide photos of all damaged packaging and components

We will coordinate a replacement or parts resolution in accordance with MRCOOL® warranty procedures.

Visible freight damage must be noted on the delivery receipt before signing.

8. Cancellations

If you request to cancel an order after processing has begun:

A cancellation fee or restocking fee may apply
Once shipped, the return process must follow the policy above

Quick Summary for Customers (to use on product pages)

30-Day Return Window
Unused & Unopened Items Only
35% Restocking Fee
Customer Pays Return Shipping
Accessories Final Sale
Damage Must Be Reported Immediately