At Coolwell, we aim to provide customers with genuine HVAC products, air conditioning units, spare parts, accessories, and related equipment with clear and transparent sales terms.

Customers may request a return within 7 days of receiving the product, provided that the product is unused, unopened, not installed, and in its original packaging with all accessories, manuals, labels, warranty cards, and invoice copies intact.

Returns are subject to inspection and approval by Coolwell. Products that are damaged, used, installed, missing parts, or not in resaleable condition may not be accepted for return.

The following items are generally not eligible for return:

– Installed air conditioning units or HVAC equipment
– Products that have been opened, used, connected, tested, modified, or installed
– Electrical and electronic components
– Spare parts and accessories once opened
– Special-order, custom-order, or project-specific items
– VRV/VRF equipment, ducted units, FAHU/AHU equipment, and other items ordered specifically for a customer or project
– Clearance, discounted, or final-sale items

If you receive a damaged, incorrect, or defective product, please notify us within 48 hours of delivery with photos, invoice details, and a clear description of the issue.

After verification, Coolwell may arrange replacement, repair, store credit, or another suitable resolution depending on the nature of the issue and product availability.

Approved refunds will be processed only after the returned product has been received, inspected, and accepted by Coolwell.

Refunds will be made using the original payment method where possible, or by another agreed method. Bank charges, card charges, payment gateway charges, delivery charges, handling charges, and collection charges may be deducted where applicable.

Refund processing timelines may vary depending on the payment provider or bank.

Orders may be cancelled before dispatch or before procurement has started.

Special-order, custom-order, factory-ordered, or project-specific items cannot be cancelled once procurement, supplier confirmation, or shipment processing has started.

Unless the return is due to an error by Coolwell, the customer is responsible for return shipping, delivery, or collection charges.

Products must be returned safely and securely packed to avoid damage during transport.

Product warranty is provided as per the applicable manufacturer or supplier warranty terms. Warranty claims are subject to inspection and approval by the manufacturer, supplier, or authorized service team.

Warranty coverage does not automatically qualify the product for return or refund.

For return, refund, cancellation, or warranty-related queries, please contact us:

Coolwell

Email: [email protected]

Phone: +971 4 5910960