Return Policy

Effective Date: [Insert Date]
Last Updated: [Insert Date]

At Kool Air and Heat Store, we are committed to providing high-quality products and services. However, if you are not completely satisfied with your purchase or if there is an issue with your order, we offer a straightforward return process. Please read this Return Policy carefully to understand your rights and responsibilities.

1. General Return Policy

Returns are accepted for most products and services under the conditions outlined below. All returns must comply with the following requirements:

  • The return request must be initiated within the applicable return period (see Section 3).
  • Products must be returned in their original condition, with all packaging, tags, and accessories intact.
  • Returns for damaged or defective items must include photographic evidence (see Section 4).
  • Custom, personalized, or final-sale items are not eligible for return.

2. Eligibility for Returns

2.1 Physical Products

Returns are accepted for physical products in the following situations:

  • The product is defective or was damaged during shipping.
  • The wrong product was shipped.
  • The product does not match the description provided on our website.

Products that have been installed, used, or tampered with are not eligible for return unless they are proven to be defective.

2.2 Services

Returns for services such as installation, repair, or maintenance are not applicable after the service has been rendered. If you are dissatisfied with a service, please contact our customer support team for resolution.

2.3 Exceptions

The following items are not eligible for return:

  • Custom or special-order items.
  • Products marked as “final sale” or “non-returnable” at the time of purchase.
  • Items that have been altered, used, or damaged by the customer.

3. Return Timeframes

3.1 Standard Return Window

  • Physical Products: Returns must be initiated within 30 days of the delivery date.
  • Services: Returns or refunds for services are subject to the terms outlined in our Refund Policy.

3.2 Damaged or Defective Items

  • Damaged or defective items must be reported within 48 hours of delivery to qualify for a return or exchange.

4. Reporting Damaged or Defective Items

If you receive a damaged or defective item, follow these steps:

  1. Contact our customer support team at [Insert Email Address] or [Insert Phone Number] within 48 hours of delivery.
  2. Provide the following details:
    • Order number
    • Photos of the damaged or defective item
    • A brief description of the issue
  3. Wait for a response from our team to receive a Return Merchandise Authorization (RMA) number and further instructions.

5. Return Process

To initiate a return, follow these steps:

Step 1: Contact Customer Support

  • Email us at [Insert Email Address] or call us at [Insert Phone Number] with your order details and reason for return.

Step 2: Obtain Return Authorization

  • Upon approval, you will receive a Return Merchandise Authorization (RMA) number. This number must be included with your returned package.

Step 3: Prepare Your Return

  • Repack the item in its original packaging with all tags, accessories, and manuals.
  • Include a copy of your purchase receipt and RMA number.

Step 4: Ship Your Return

  • Ship the item using a trackable shipping method to the return address provided by our team.
  • Customers are responsible for return shipping costs unless the return is due to our error (e.g., damaged, defective, or wrong item shipped).

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless:

  • The item was damaged or defective upon delivery.
  • The wrong product was shipped.

For returns due to customer preference or error, return shipping fees and a restocking fee of up to 15% may apply.

7. Inspection of Returned Items

Once your returned item is received, it will be inspected within 5–7 business days to ensure compliance with our return policy:

  • If the return is approved, you will be eligible for a refund, exchange, or store credit (see Section 8).
  • If the return is denied, the item will be shipped back to you at your expense.

8. Refunds, Exchanges, and Store Credits

8.1 Refunds

Approved returns are eligible for a refund, which will be processed within 7–10 business days after the return is approved. Refunds will be issued to the original payment method unless otherwise agreed.

8.2 Exchanges

If you prefer an exchange, we will ship the replacement item once the returned item is inspected and approved. Exchanges are subject to product availability.

8.3 Store Credits

For certain returns, we may offer store credit instead of a refund. Store credits can be used for future purchases on www.koolairandheatstore.com.

9. Non-Returnable Scenarios

The following situations are not eligible for returns:

  • Products returned without prior authorization (RMA).
  • Products returned outside of the return window.
  • Items damaged due to misuse, improper installation, or customer error.

10. Free Shipping Terms and Returns

For orders that qualified for free shipping, the original shipping cost will be deducted from your refund if the return is due to customer preference or error.

Note:

  • Free shipping is available for all lower 48 states to a terminal dock or a business with a forklift/loading dock.
  • Residential deliveries are subject to a $75.00 fee, and lift gate services require an additional $90.00 fee.

11. Contact Information

For questions about this Return Policy or to initiate a return, contact us:

  • Email: [Insert Email Address]
  • Phone: [Insert Phone Number]
  • Address: [Insert Business Address]

12. Updates to This Policy

We reserve the right to update this Return Policy at any time to reflect changes in our practices or legal requirements. All changes will be effective immediately upon posting on this page.