Return, Refund, Exchange & Cancellation Policy

1 Confirmed Sales & Technical Nature of Spare Parts

Super Cool Air Conditioning Trading LLC supplies professional-grade HVAC and refrigeration equipment and replacement parts. Due to the precision engineering, electrical sensitivity, pressure tolerances, and technical specifications of air-conditioning spare parts, all customers must verify compatibility prior to order placement.

Customers are strictly responsible for confirming the correct manufacturer, brand, model code, voltage rating (e.g., 208-240V, 380-415V), phase (single-phase vs. three-phase), refrigerant compatibility (R32, R410A, R134a, R22, etc.), capacity (BTU / Tons / Watts), dimensions, and site suitability before finalizing their purchase.

2 General Return Conditions

Once an order has been confirmed, invoiced, reserved, or dispatched, sales are considered final. Super Cool Air Conditioning Trading LLC does not accept standard returns or cash refunds under the following circumstances:

• The product supplied exactly matches the confirmed order, quote, or invoice.
• The customer or their technician selected an incompatible model, size, voltage, or specification.
• The customer changes their mind after dispatch or collection.
• The diagnostic evaluation by the technician was incorrect, and the part is no longer required.
• The project was cancelled, postponed, or modified after the goods were supplied.
• The customer finds a similar product at a different price elsewhere.
• The product cannot be installed due to preexisting site limitations, power supply constraints, or physical clearance issues.

3 Limited Exchange Guidelines (Within 3 Calendar Days)

As a limited goodwill exception, Super Cool Air Conditioning Trading LLC may consider an exchange for store credit or another in-stock item, provided all of the following stringent criteria are met:

• Timeframe: The exchange request is submitted in writing within three (3) calendar days from the date of delivery or warehouse collection.
• Packaging Integrity: The item remains 100% unopened in its original manufacturer carton or blister pack. Factory heat-seals, strapping, hologram stickers, and tamper bands must be intact and unsevered.
• Physical Condition: The item has never been mounted, test-fitted, brazed, wired, or exposed to voltage, moisture, refrigerant, or compressor oil.
• Proof of Purchase: The original Super Cool Air Conditioning Trading LLC Tax Invoice is presented.
• Inspection: The product passes physical testing and inspection at our central warehouse by our quality assurance team.

Note: No return or exchange will be accepted at our warehouses without a prior written Return Merchandise Authorization (RMA) issued by our team.

4 Non-Returnable & Non-Exchangeable Spare Parts Categories

Due to safety codes, chemical purity requirements, and electronic sensitivity, the following product categories are strictly non-returnable and non-exchangeable once sold:

• Electrical & Electronic Controls: Printed Circuit Boards (PCBs), electronic expansion valve controllers, thermostats, sensors, relays, starting capacitors, running capacitors, and contactors once removed from their antistatic/protective packaging or connected to power.
• Refrigerant Gas Cylinders: Any disposable or refillable refrigerant cylinder (R32, R410A, R134a, R22, R404A, R407C) where the valve seal, safety cap, or shrink wrap has been broken or tampered with.
• Chemicals & Lubricants: Vacuum pump oils, polyolester (POE) / mineral compressor oils, coil cleaners, and leak detection chemicals once unsealed.
• Cut-to-Length Materials: Copper pipes cut to customized lengths, opened insulation tubes, and brazing alloy rods sold by weight.
• Compressors with Broken Port Plugs: Any reciprocating, rotary, or scroll compressor where rubber shipping plugs have been removed from the suction/discharge stubs, or where the stubs have been brazed, soldered, or pinched.
• Special Orders & Indent Items: Non-stock parts, high-capacity commercial components, or discontinued models procured specifically on client request.

5 Transit Damage & Inspection on Delivery

Customers or their designated site representatives must inspect all deliveries immediately upon handover from our driver or courier partner.

• If outer packaging exhibits visible transit damage (dented compressor shells, crushed coils, bent motor shafts), endorse the delivery note with specific remarks before signing.
• Notify Super Cool customer service within 24 hours of delivery via WhatsApp or email with clear photographs/video of the carton, shipping label, and damaged part.
• Claims submitted after 24 hours of delivery cannot be entertained, as custody of the goods has been transferred.

6 Restocking Fees & Transportation

Where an exchange exception is approved by management:

• A standard 15% to 20% restocking and technical reinspection fee will be deducted from the credit value.
• The customer is responsible for safely returning the item to our Al Quoz central warehouse at their own expense.
• Original delivery charges are non-refundable.
• Any difference in price for an upgraded part must be settled prior to dispatch of the replacement item.

7 Order Cancellations & Refunds

Orders can only be cancelled prior to dispatch from our facility. Once an order is loaded onto a delivery vehicle or collected by a courier, the standard return restrictions apply.

In the rare event that an item is unavailable or a duplicate payment occurs, approved refunds are processed using the original method of payment:

• Card / Online Payments: Refunded to the original payment card within 7 to 14 business days, subject to the issuing bank’s processing cycles.
• Bank Transfers: Processed via UAE local bank transfer to the customer’s registered corporate or individual account within 3 to 5 business days.
• Cash on Delivery: Reimbursed as store credit or via bank transfer with verified account details.

8 Contact & Authorization Inquiries

For questions regarding warranty claims, technical verification, or to request a Return Merchandise Authorization (RMA), please reach out through our official channels: