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Return Policy

General Returns Guidelines:

  1. Notification of return must be made within 30 days of the delivery date. Return requests beyond this timeframe will not be accepted.
  2. If an order is cancelled or refused after the product has already been shipped, a restocking fee, as outlined below, will be applicable.
  3. In the event that the customer provides an incorrect shipment address or phone number, resulting in the inability of the freight carrier to deliver the package, the shipment will be returned to the warehouse and subject to the corresponding restocking fee outlined below.
  4. A minimum restocking fee of 35% will be charged for all returns. (This only applies to returns that have been processed, if the order was not processed you will be subject to the 4% processing fee)
  5. Only unused products in their original packaging, including the box and pallet, are eligible for return. Once a product has been used or installed, it cannot be returned.

In certain instances, the customer may be responsible for packing the item(s) and arranging direct 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 any other accessory.
  • Pre-Charged Line Sets are non-refundable. (Since Line Sets are Pre-Charged, the coolant goes straight into the condenser rendering the Line Set empty of coolant. Once coolant enters condenser, Line Sets are no longer Pre-Charged and we cannot Re-Charge them. Please do your research and ensure you have the enough length.)

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

  1. If the box shows clear damage upon delivery, take clear photos of the damaged box, refuse the package, and note the damages with the delivery driver on the Bill of Lading or Freight Bill.
  2. If there are no damages to the box, inspect your package immediately upon receipt from the freight carrier. If there are damages to the product, take pictures and promptly send them to us.
  3. Email our Customer Experience team at: contact@directmrcool.com with your Order Number, Issue, and Photos.
  4. Our Customer Experience team will promptly assist you with sending a replacement unit.

IMPORTANT NOTE: All damages must be reported within 24 hours of delivery. Claims reported after the 24-hour mark will be denied.

Exchange Policy General Exchange Guidelines:

  1. Notification of exchange must be made within 30 days of delivery. Exchange requests beyond this timeframe will not be accepted.
  2. A minimum restocking fee of 35% will be charged for all exchanges. Refer to the brand-specific restocking fees mentioned above.
  3. Only unused products in their original packaging, including the box and/or pallet, are eligible for exchange. Once a product has been used or installed, it cannot be exchanged.

Exchange Process:

  1. Arrange for the pickup of the returned product(s).
  2. The warehouse team will receive and inspect the product to ensure it is in new condition.
  3. The customer will receive a refund, less the restocking fee.
  4. The customer can then place a new order for the exchange item.

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