Returns & Refund Policy

Cool Heat Direct LLC

Last Updated: 06.07.2026

This Returns & Refund Policy explains how returns, cancellations, refunds, damaged shipments, and warranty-related support are handled for purchases made through www.coolheatdirect.com.

By placing an order on our Website, you agree to the terms described below.

1. Return Eligibility

Returns may be accepted only when the item is eligible and the return is approved by Cool Heat Direct LLC before the item is sent back.

To be eligible for return, products must generally be:

  • Unused

  • Uninstalled

  • In original packaging

  • In resalable condition

  • Complete with all included parts, accessories, manuals, and documentation

  • Returned with prior approval and return instructions from Cool Heat Direct LLC

Items that have been installed, used, modified, damaged after delivery, or returned without approval may not be eligible for return or refund.

2. Return Authorization Required

Before returning any item, you must contact us at:

support@coolheatdirect.com

Please include:

  • Your order number

  • Your full name

  • The product you want to return

  • The reason for the return

  • Photos of the product and packaging, if requested

Do not ship any product back without written return authorization and return instructions.

Returns sent without approval may be refused, delayed, or ineligible for refund.

3. Return Window

Return eligibility may depend on the product type, condition, supplier requirements, and time since delivery.

Please contact us as soon as possible if you need to request a return.

Some products may have limited return windows due to manufacturer, warehouse, or freight requirements.

4. Non-Returnable Items

Some items may not be eligible for return, including:

  • Installed products

  • Used products

  • Products missing original packaging

  • Products missing parts, manuals, accessories, or documentation

  • Special order items

  • Clearance or final sale items, where marked

  • Products damaged after delivery

  • Items returned without authorization

  • Items that cannot be resold due to condition or handling

Eligibility will be reviewed before a return is approved.

5. Return Shipping

Unless the return is due to an approved error or verified issue caused by Cool Heat Direct LLC, the customer may be responsible for return shipping costs.

Large HVAC equipment may require freight return shipping.

Freight return costs can be significant, and customers are responsible for ensuring the item is properly packaged and protected for return shipment.

We recommend keeping all original packaging until you are sure the product is correct and undamaged.

6. Restocking Fees

Returned items may be subject to a restocking fee depending on the product, warehouse, supplier, and condition of the returned item.

Any applicable restocking fee will be communicated during the return review process where possible.

Restocking fees may apply to eligible returns that are not due to our error.

7. Refund Processing

Approved refunds are typically issued to the original payment method whenever possible.

Refunds are processed after the returned item has been received, inspected, and approved.

Refund timing may vary depending on:

  • Return shipping time

  • Warehouse inspection time

  • Product condition

  • Payment provider processing time

  • Bank or card issuer processing time

Original shipping charges, freight charges, return shipping costs, and restocking fees may be deducted from the refund where applicable.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible at:

support@coolheatdirect.com

Orders may not be cancellable once processing, fulfillment, freight booking, or shipment preparation has started.

If an order has already shipped or entered fulfillment, the cancellation may be treated as a return and may be subject to return shipping costs, freight fees, or restocking fees.

9. Damaged Shipments

Please inspect your shipment carefully at the time of delivery.

If the package shows visible damage:

  • Take photos before signing, when possible

  • Note the damage on the delivery receipt or carrier documentation

  • Keep all packaging materials

  • If damage appears significant, you may refuse delivery

  • Contact us as soon as possible at support@coolheatdirect.com

Please include:

  • Your order number

  • Photos of the damaged packaging

  • Photos of the damaged product

  • A copy or photo of the delivery receipt, if available

  • A short description of the issue

Carrier claims and replacement eligibility may depend on proper documentation at the time of delivery.

10. Missing Items or Incorrect Products

If you believe your order is missing items or you received the wrong product, contact us as soon as possible at:

support@coolheatdirect.com

Please include:

  • Your order number

  • Photos of what you received

  • Photos of labels, packaging, or model numbers

  • A description of the issue

We will review the order and provide next steps.

11. Warranty Guidance

Many MRCOOL® products include a manufacturer warranty.

Warranty coverage, eligibility, registration requirements, and claim decisions are determined by the manufacturer according to their warranty terms.

Warranty requirements may include:

  • Proof of purchase

  • Serial number

  • Product registration

  • Installation details, where applicable

  • Compliance with manufacturer instructions

  • Proper use and maintenance

Cool Heat Direct LLC can help point customers toward relevant product documents or manufacturer warranty resources, but we do not control manufacturer warranty approvals, denials, claim decisions, or warranty outcomes.

12. Manufacturer Warranty vs Returns

A return request and a manufacturer warranty claim are not the same.

Returns are handled according to this Returns & Refund Policy.

Warranty claims are reviewed according to the manufacturer’s warranty terms and requirements.

If a product has been installed, used, or is outside return eligibility, it may need to be handled through the manufacturer warranty process rather than as a return.

13. Refunds for Financing or Installment Orders

If you paid using a third-party financing or installment option, any approved refund may be processed according to the financing provider’s procedures.

Your financing provider may determine how refunded amounts affect your installment plan, balance, or payment schedule.

Please contact the financing provider directly for questions about financing account adjustments.

14. How to Request a Return or Refund

To request a return, refund review, cancellation, or damaged shipment review, contact:

support@coolheatdirect.com

Please include:

  • Your order number

  • Your full name

  • Your email address

  • Product/model information

  • Reason for the request

  • Photos, if relevant

We will review your request and provide next steps.

15. Contact Us

For returns, refunds, cancellations, damaged shipments, missing items, or warranty-related guidance, please contact:

Cool Heat Direct LLC
Mailing Address: 7901 4th St N, St Petersburg, FL 33702-4305, United States
Phone: +1 (307) 429-3634
Email: support@coolheatdirect.com
Hours: Monday–Friday, 9:00 AM–6:00 PM ET