Returns & Warranty
Cool Heat Direct LLC
Last Updated: 04.08.2026
This policy explains how returns, cancellations, refunds, damaged or incorrect shipments and manufacturer warranty support are handled for purchases made through Cool Heat Direct.
This policy applies subject to applicable federal, state and local law.
1. 30-Day Return Window
Customers may request a standard return within 30 calendar days of the delivery date shown by the carrier.
To qualify for a standard return, the product must be:
- New, unused and uninstalled
- Unpowered and not connected to electrical or refrigerant lines
- In its original manufacturer packaging
- Complete with all parts, accessories, manuals and documentation
- In resalable condition
- Approved in writing by Cool Heat Direct before being returned
Products that have been installed, powered, used, altered or damaged after delivery are not eligible for a standard return.
2. Return Authorization Is Required
All returns require prior written authorization from Cool Heat Direct.
To request a return, email:
Please include:
- Your order number
- Your full name
- The product name and model number
- The reason for the return
- Photographs of the product and packaging, where applicable
We will review the request and provide return instructions if the return is approved.
Do not ship a product back until you have received written authorization and the correct return address. Unauthorized returns may be refused and may not qualify for a refund.
Approved returns must be handed to the designated carrier within 7 calendar days of receiving the return authorization, unless different instructions are provided in writing.
3. Change-of-Mind and Customer-Error Returns
For approved returns resulting from a change of mind, incorrect sizing, selection of an unsuitable model or another customer ordering error:
- The customer is responsible for return shipping or freight
- A 15% restocking fee will be deducted from the refund
- Any original shipping charge separately paid at checkout is non-refundable
- The product must meet all eligibility requirements in Section 1
Large HVAC systems generally require freight transportation. Return freight costs can be significant.
Customers should retain all original packaging until they have confirmed that the product is correct, complete and undamaged.
4. Damaged, Defective or Incorrect Products
The 15% restocking fee does not apply to a new and uninstalled product verified as:
- Damaged in transit
- Defective
- Incorrectly supplied
- Missing a component that should have been included
Cool Heat Direct will review the available documentation and coordinate the appropriate next step. Depending on the circumstances, this may include:
- A freight-carrier claim
- Replacement parts
- Product replacement
- An authorized return
- A refund
- Manufacturer warranty support
Products that have already been installed, powered or used will normally be handled through the applicable manufacturer warranty process rather than as a standard return.
5. Freight Damage
Please inspect every shipment carefully before accepting delivery.
When visible damage is present:
- Photograph the exterior packaging and the product.
- Clearly note the damage on the carrier’s delivery receipt.
- Retain all packaging and shipping materials.
- Contact Cool Heat Direct within 48 hours of delivery.
- If the shipment is substantially damaged, refuse delivery after recording the damage and reason for refusal on the carrier’s documentation.
Please provide:
- Your order number
- Photographs of the exterior packaging
- Photographs of the damaged product
- Photographs of the shipping label
- A copy or photograph of the delivery receipt
- A brief description of the damage
Failure to record visible damage at delivery may delay or limit the available carrier-claim options. It does not automatically remove any rights available under applicable law.
If damage was concealed and could not reasonably be identified at delivery, contact us within 48 hours of discovering it and retain all packaging materials.
6. Missing Items or Incorrect Shipments
If your order is incomplete or you receive an incorrect product, contact us within 48 hours of delivery at:
Please include:
- Your order number
- Photographs of everything received
- Photographs of the packaging and shipping labels
- The product and model numbers
- A description of what is missing or incorrect
Do not install, power or use an incorrect product.
We will review the order and provide the appropriate next steps. Prompt reporting helps us investigate the shipment, but this notification period does not limit any rights available under applicable law.
7. Non-Returnable Products
The following are not eligible for a standard return:
- Installed or partially installed products
- Used or powered products
- Products connected to electrical or refrigerant systems
- Altered or modified products
- Products damaged after delivery
- Products without their original manufacturer packaging
- Products missing parts, accessories, manuals or documentation
- Products returned without written authorization
- Products that are no longer in resalable condition
- Special-order or custom-configured products clearly identified as non-returnable before purchase
- Clearance or final-sale products clearly identified as such before purchase
A product that is ineligible for a standard return may still qualify for manufacturer warranty support if it has a covered defect.
8. Return Shipping
For an approved change-of-mind, incorrect-size or customer-ordering-error return, the customer is responsible for:
- Paying the return shipping or freight cost
- Following the return instructions provided
- Using the approved return location
- Packaging the product securely
- Protecting the product from damage during return transit
If Cool Heat Direct arranges the return freight on the customer’s behalf, the agreed freight cost may be deducted from the refund.
Do not return products to Cool Heat Direct’s registered business address unless specifically instructed in writing. Return locations may vary by product and fulfilment facility.
For a verified damaged, defective, incomplete or incorrectly supplied product, Cool Heat Direct will provide instructions concerning the appropriate return, replacement, freight-claim or warranty process.
9. Restocking Fee
A 15% restocking fee applies to approved returns resulting from:
- A change of mind
- Incorrect sizing selected by the customer
- Selection of an unsuitable model
- Customer ordering error
- Unauthorized refusal of an undamaged delivery
No restocking fee applies to products verified as:
- Damaged in transit
- Defective
- Incomplete
- Incorrectly supplied
10. Condition of Returned Products
Returned products will be inspected after they arrive at the authorized return location.
If a returned product does not meet the eligibility conditions in this policy, Cool Heat Direct may:
- Refuse the return
- Return the product to the customer at the customer’s expense
- Reduce the refund by the documented loss in value, where permitted by applicable law
We will notify the customer before making a material deduction beyond the stated 15% restocking fee.
11. Refund Amount
An approved refund will be based on the amount paid for the returned product, including applicable sales tax, less any permitted deductions such as:
- The 15% restocking fee
- Customer-responsible return shipping or freight
- An original shipping charge separately paid at checkout
- Documented loss in value caused by missing components or return-transit damage
No restocking fee or customer-responsible return freight will apply when the return results from a verified incorrect shipment, qualifying transit damage or another confirmed fulfilment error.
12. Refund Processing
We aim to inspect an authorized return within 3 business days after it reaches the approved return location.
Once the return is approved, the refund will be issued to the original payment method within 7 business days after inspection.
This means an approved refund will normally be processed within a maximum of 10 business days after the returned product is received.
Your bank, card issuer or payment provider may require additional time to display the refund.
Refunds cannot be issued to a different card, bank account or payment method.
13. Exchanges
We do not offer direct exchanges for standard change-of-mind or customer-ordering-error returns.
Customers who require a different model or size may place a separate order after the original return has been authorized.
Verified damaged, defective, incomplete or incorrectly supplied products may qualify for a replacement where appropriate.
14. Order Cancellations
Contact us immediately at support@coolheatdirect.com if you need to cancel an order.
An order may be cancelled for a full refund only before it has been submitted for fulfilment, freight booking or shipment preparation.
Once fulfilment, freight booking or shipment preparation has begun, the order cannot be cancelled. If the product is shipped, the standard return terms in this policy will apply.
Refusing an undamaged delivery without prior written authorization does not constitute a cancellation. The customer may be responsible for return freight and a 15% restocking fee.
15. Manufacturer Warranty
MRCOOL® products may include manufacturer warranty coverage.
Coverage periods, registration requirements, exclusions and claim procedures vary by product and are governed by the applicable manufacturer warranty document. Customers should review the warranty information provided with their specific product.
Warranty eligibility may depend on:
- Proof of purchase
- Product and serial numbers
- Timely product registration
- Installation method
- Installer qualifications, where required
- Compliance with manufacturer instructions
- Proper operation and maintenance
Cool Heat Direct can assist customers with locating relevant documents and understanding the available process. Manufacturer warranty approvals, denials, replacement decisions and coverage determinations are made under the manufacturer’s applicable warranty terms.
16. Warranty Registration
Some MRCOOL products require registration within a specified period after purchase or installation to receive the full available warranty coverage.
Customers are responsible for:
- Reviewing the warranty documentation supplied with the product
- Registering the product within the required period
- Retaining proof of purchase
- Retaining product and installation documentation
Failure to complete required registration may affect the available warranty coverage.
17. Returns and Warranty Claims Are Different
A standard return and a manufacturer warranty claim are separate processes.
A standard return applies to an eligible new, unused and uninstalled product returned under the conditions of this policy.
A warranty claim generally concerns a covered product or component defect after installation or use.
A product that is no longer eligible for a standard return may still qualify for manufacturer warranty consideration.
18. Requesting Warranty Support
For warranty-related assistance, email:
Please include:
- Your order number
- Product model number
- Serial number
- Proof of purchase
- Product-registration details, where applicable
- Installation information
- Photographs or videos of the issue
- A brief description of the problem
We will review the information and direct you to the relevant documentation or manufacturer process.
19. Applicable Consumer Rights
Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot legally be excluded under applicable federal, state or local law.
Manufacturer warranty coverage is provided in addition to any applicable legal rights and does not replace obligations Cool Heat Direct may have under applicable law.
20. Contact Us
For returns, refunds, cancellations, damaged shipments, missing items, or warranty-related guidance, please contact:
Cool Heat Direct LLC
Phone: +1 (307) 429-3634
Email: support@coolheatdirect.com
Hours: Monday–Friday, 9:00 AM–6:00 PM ET
Registered Business Address: 30 N Gould St, Sheridan, WY 82801, United States
