Returns & Warranty
Cool Heat Direct LLC
Last Updated: 06.07.2026
This Returns & Warranty page explains how returns, cancellations, refunds, damaged shipments, missing items, 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:
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Unused
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Uninstalled
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In original packaging
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In resalable condition
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Complete with all included parts, accessories, manuals, and documentation
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Returned with prior written 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:
Please include:
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Your order number
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Your full name
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The product you want to return
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The reason for the return
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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, supplier, or freight requirements.
4. Non-Returnable Items
Some items may not be eligible for return, including:
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Installed products
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Used products
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Products missing original packaging
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Products missing parts, manuals, accessories, or documentation
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Special order items
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Clearance or final sale items, where marked
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Products damaged after delivery
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Items returned without authorization
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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:
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Return shipping time
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Warehouse inspection time
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Product condition
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Payment provider processing time
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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:
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:
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Take photos before signing, when possible
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Note the damage on the delivery receipt or carrier documentation
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Keep all packaging materials
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If damage appears significant, you may refuse delivery
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Contact us as soon as possible at support@coolheatdirect.com
Please include:
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Your order number
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Photos of the damaged packaging
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Photos of the damaged product
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A copy or photo of the delivery receipt, if available
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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:
Please include:
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Your order number
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Photos of what you received
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Photos of labels, packaging, or model numbers
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A description of the issue
We will review the order and provide next steps.
11. Manufacturer Warranty
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:
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Proof of purchase
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Serial number
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Product registration
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Installation details, where applicable
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Compliance with manufacturer instructions
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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. Warranty Registration
Some MRCOOL® products may require warranty registration within a specific time period after purchase or installation.
Customers are responsible for reviewing the warranty documentation provided by the manufacturer and completing any required registration.
Failure to register a product, where registration is required, may affect warranty eligibility.
13. Manufacturer Warranty vs Return Request
A return request and a manufacturer warranty claim are not the same.
Returns are handled according to the return terms on this page.
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.
14. Warranty Support
If you need help locating product documentation or understanding possible next steps for a warranty-related issue, contact us at:
Please include:
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Your order number
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Product model number
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Serial number, if available
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Proof of purchase
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Photos or videos of the issue, if relevant
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Installation details, where applicable
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A short description of the problem
We can help direct you to the relevant manufacturer resources or documentation where available.
15. 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.
16. How to Request a Return, Refund, or Warranty Support
To request a return, refund review, cancellation, damaged shipment review, missing item review, or warranty-related support, contact:
Please include:
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Your order number
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Your full name
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Your email address
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Product/model information
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Reason for the request
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Photos, if relevant
We will review your request and provide next steps.
17. 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
