Returns & Refunds

The short version: unopened, uninstalled gear can come back within 30 days. Damaged or wrong items get fixed at no cost to you. Installed equipment is covered by MRCOOL®'s warranty rather than returned. Always email us first, before you send anything back.

30-day returns

You can request a return within 30 days of delivery. To qualify, the item must be:

  • New and uninstalled: never mounted, wired, powered on, or connected to refrigerant lines.
  • In its original, undamaged packaging with all parts, manuals, and accessories included.
  • Bought from Mountain Cool, with your order number.

What can't be returned

  • Installed or used equipment. Once a unit has been mounted, wired, or run, it can't be resold as new. Problems with installed equipment are handled through MRCOOL's warranty (see below).
  • Pre-charged line sets that have been connected or had their Quick Connect® fittings opened.
  • Items damaged after delivery, or returned incomplete or without the original packaging.
  • Special-order items we ordered specifically for you (we'll tell you before you buy if something is special-order).

How to start a return

  1. Email mountaincoolminisplits@gmail.com with your order number, the item(s), and the reason.
  2. We'll confirm it qualifies and send a return authorization with the return address and shipping instructions.
  3. Pack it securely in the original packaging (freight items back on a pallet, strapped and wrapped) and ship it with tracking.

Returns sent without an authorization can't be accepted, so please email us first.

Return costs

  • Changed your mind or ordered the wrong size? You cover the return shipping, and a 35% restocking fee is deducted from your refund. Heavy equipment is expensive to ship, restock, and re-inspect.
  • Our mistake, or it arrived damaged or defective? No restocking fee and no return shipping cost to you. We'll send a replacement or a full refund, whichever you prefer.
  • Original free shipping isn't charged back, but outbound freight costs we paid may be deducted if a freight order is returned for a change of mind. We'll tell you the exact amount before you ship.

Refused deliveries

If you refuse an undamaged shipment, it's treated as a change-of-mind return: return freight and the restocking fee are deducted from your refund. If you refuse a shipment because it's visibly damaged, note the damage on the delivery receipt and email us. There's no charge to you in that case (see our Shipping Policy).

Cancellations

Need to cancel? Email us right away. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once it has shipped, it's handled as a return.

Refunds

Once the item arrives back and passes inspection, we'll email you and issue your refund to your original payment method within 10 business days. Your bank may take a few more days to post it. Haven't seen it after 15 business days? Email us.

Exchanges

The quickest way to swap sizes is to start a return for the original item and place a new order for the one you need. Email us first and we'll help you get the sizing right this time.

Warranty: installed equipment

MRCOOL® backs its DIY® 5th Gen systems with a factory warranty (see each product page and MRCOOL's terms for details, including registration). Coverage depends on installing per MRCOOL's instructions and local code. If something goes wrong after installation, email us. We'll help you troubleshoot and work with MRCOOL on the warranty claim. We're DIYers too, and we won't leave you on your own.

Questions?

Email mountaincoolminisplits@gmail.com or use our contact form. We answer within one business day.