Return and Refund Policy

Return, Refund, Exchange and Cancellation Policy

Last updated: July 13, 2026

This Return, Refund, Exchange and Cancellation Policy is issued by Super Cool Air Conditioning Trading LLC and applies to products purchased directly through our online store, Super Cool branches, authorized sales representatives, official quotations, invoices and official communication channels.

Due to the technical nature, size, weight, specifications, transportation requirements and installation requirements of air-conditioning and HVAC equipment, customers must carefully check all product details before placing or confirming an order.

Customers are responsible for confirming the correct brand, model, cooling capacity, dimensions, voltage, technical specifications, installation requirements, required accessories and site suitability before completing their purchase.

1. Confirmed Sales and Limited Exchange Option

Once an order has been confirmed and the ordered product is available, reserved, processed, prepared or ordered from a supplier, the sale is considered final.

Super Cool Air Conditioning Trading LLC does not normally accept returns, refunds or cancellations when:

  • The product supplied matches the product ordered by the customer.
  • The brand and model supplied match the confirmed quotation, invoice or order.
  • The correct quantity and specifications have been supplied.
  • The customer selected the wrong model, cooling capacity, size, voltage or specification.
  • The customer changes their mind after confirming the order.
  • The customer no longer requires the product.
  • The product is unsuitable for the customer's intended location or application.
  • The customer is unable to install the product due to site conditions.
  • Installation is not possible due to electrical, structural, space, access or technical limitations.
  • The customer's project is cancelled, postponed or changed.
  • The customer finds the same or a similar product at a lower price elsewhere.
  • The customer later decides to purchase another brand, model, capacity or specification.

However, Super Cool Air Conditioning Trading LLC may consider an exchange as a limited goodwill exception when all the conditions stated in this policy are fully satisfied.

An exchange is not automatically approved and remains subject to product inspection, original packaging condition, stock availability, management approval and payment of any applicable charges or price difference.

Customers should obtain advice from a qualified HVAC professional before placing an order if they are uncertain about the correct product selection.

2. No Standard Returns

Products cannot be returned for a refund when the customer ordered the product and received the same product correctly.

A return will not be accepted due to:

  • Change of mind.
  • Incorrect product selection by the customer.
  • Incorrect capacity calculation or measurements provided by the customer.
  • Site or installation complications.
  • Delayed installation.
  • Project cancellation or postponement.
  • Customer budget changes.
  • The product no longer being required.
  • The customer refusing delivery of the correct product.
  • A preference for another brand, model, capacity, size or specification.

The customer is responsible for reviewing and approving all product details before confirming the order.

An approved exchange does not mean that the product has been accepted for a return or cash refund.

3. Exchanges Under Strict Conditions

Super Cool Air Conditioning Trading LLC may consider an exchange only under strict conditions and only when the product remains completely unused, unopened, undamaged and suitable for resale as a new product.

An exchange request must normally be submitted within three calendar days from the date the product was delivered to or collected by the customer.

The customer must contact Super Cool Air Conditioning Trading LLC through an official email address or WhatsApp number before returning or transporting the product.

Submitting an exchange request does not mean that the exchange has been approved. No product should be returned to a Super Cool branch or warehouse without prior written authorization.

An exchange may be considered only when all the following conditions are satisfied:

  • The product has not been opened.
  • The original manufacturer packaging remains completely sealed.
  • The packaging has not been cut, torn, punctured, crushed, wet, resealed or altered.
  • All original packaging straps, seals and protective materials remain intact.
  • The product has not been removed from its original packaging.
  • The product has not been installed, connected, commissioned, tested, operated or used.
  • No electrical wiring, piping, refrigerant connection, drainage connection or control wiring has been connected.
  • The product has not been mounted, placed on brackets or moved into an installation position.
  • The product remains in its complete original and saleable condition.
  • The product has no scratches, dents, marks, stains, cracks, rust, corrosion or deformation.
  • The product has no impact, dropping, dragging, lifting, loading or handling damage.
  • The product has no water, moisture, condensation, rain, heat, dust, oil, chemical or storage damage.
  • No part of the product is broken, bent, loose, altered or missing.
  • All accessories, manuals, remote controls, cables, fittings and included components remain complete.
  • All product labels, barcodes, model labels and serial-number labels remain intact and readable.
  • The model or serial-number labels have not been removed, damaged, covered or modified.
  • The original invoice or valid proof of purchase is provided.
  • Any promotional item, free gift or bundled accessory is also returned unused, unopened and undamaged.
  • The product passes the physical inspection conducted by Super Cool Air Conditioning Trading LLC.
  • The requested replacement product is available in stock.
  • The customer accepts and pays any applicable charges and price difference.

Failure to satisfy any one of the above conditions may result in the exchange request being rejected.

4. Products Not Eligible for Exchange

The following products and orders are not eligible for exchange unless otherwise approved in writing by Super Cool Air Conditioning Trading LLC:

  • Products that have been opened, unsealed or removed from their packaging.
  • Products that have been installed, connected, commissioned, tested or used.
  • Products with damaged, incomplete, wet, crushed, torn or altered packaging.
  • Products that are not in completely new and saleable condition.
  • Special-order or specially procured products.
  • Non-stock products ordered specifically for the customer.
  • Customized, modified, fabricated or made-to-order products.
  • Products prepared according to customer specifications.
  • Cut-to-length or measured materials.
  • Project-specific equipment.
  • Bulk, wholesale or project orders.
  • Clearance, discontinued, discounted or final-sale products.
  • Display units or products sold on an “as-is” basis.
  • Separate indoor or outdoor units purchased as part of a matched system where the exchange would create an incomplete set.
  • Electrical or electronic components that have been opened, connected or tested.
  • Control boards, thermostats, sensors, relays and similar sensitive components once opened.
  • Refrigerants, oils, chemicals, sealants and other consumable materials.
  • Products that the original supplier or manufacturer will not accept back.
  • Products with activated manufacturer registration or warranty registration where activation prevents resale.
  • Products damaged after delivery or collection.
  • Products with missing, removed, damaged or altered labels or serial numbers.

Commercial, wholesale, bulk and project orders may also be subject to additional exchange restrictions stated in the relevant quotation, sales order, purchase order or invoice.

5. Exchange Inspection and Approval

All exchange requests are subject to inspection and written approval by Super Cool Air Conditioning Trading LLC.

The customer may be required to provide:

  • Customer name and contact number.
  • Order number.
  • Invoice number.
  • Product brand and model.
  • Product serial number.
  • Reason for requesting the exchange.
  • Clear photographs of all sides of the packaging.
  • Photographs of packaging seals and straps.
  • Photographs of the model and serial-number labels.
  • Videos showing the complete condition of the product and packaging.
  • Any other information reasonably required to review the request.

Photographs, videos or messages do not constitute final exchange approval.

Final approval will only be issued after the product has been physically received and inspected at the designated Super Cool branch or warehouse.

Super Cool Air Conditioning Trading LLC may reject the exchange if the actual condition of the product or packaging differs from the photographs, videos or information submitted by the customer.

6. Exchange Transportation and Charges

Unless otherwise agreed in writing, the customer is responsible for:

  • Returning the original product to the location specified by Super Cool Air Conditioning Trading LLC.
  • Arranging safe and suitable transportation.
  • Paying return transportation costs.
  • Paying delivery costs for the replacement product.
  • Loading and offloading arrangements.
  • Crane, lifting or special-handling charges.
  • Protecting the product from damage during transportation.
  • Ensuring the product remains upright and properly secured where required.
  • Any other costs related to processing the exchange.

Approved exchanges may also be subject to reasonable:

  • Inspection charges.
  • Restocking charges.
  • Warehouse handling charges.
  • Loading and offloading charges.
  • Supplier return charges.
  • Administrative charges.
  • Non-refundable payment-processing charges.
  • Other costs directly associated with processing the exchange.

Any applicable charges will be communicated to the customer before the exchange is completed.

The exchange will only proceed after the customer has accepted and paid all applicable charges.

If the product is damaged during transportation arranged by the customer, the exchange may be rejected and the customer will remain responsible for collecting the original product and paying any related transportation or handling charges.

7. Replacement Product and Price Difference

An exchange is subject to the requested replacement product being available in stock.

Where the replacement product has a higher price, the customer must pay the full price difference and all applicable charges before the replacement product is released.

As a general rule, an exchange should be made for a product of the same or higher value.

Where the customer selects a lower-priced product, the price difference will not normally be paid as a cash refund. Any store credit or price adjustment will be subject to written approval by Super Cool Air Conditioning Trading LLC.

The replacement product will be supplied at the selling price applicable on the date the exchange is approved, unless otherwise agreed in writing.

Promotional prices, discounts, bundles or offers applicable to the original order may not apply to the replacement product.

8. No Standard Refunds

Payments made for confirmed and available products are non-refundable.

No refund will normally be provided when:

  • The correct product has been supplied.
  • The product has been reserved for the customer.
  • The order has been confirmed or processed.
  • The product has been ordered from a supplier.
  • The product has been prepared for dispatch.
  • The product has been dispatched or delivered.
  • The customer refuses delivery of the correct product.
  • The customer changes their mind.
  • The customer selected an incorrect product.
  • The customer is unable to install or use the product.
  • The customer's project is cancelled, delayed or changed.
  • The customer finds another supplier or product.
  • The customer no longer requires the product.
  • An exchange request is rejected because the exchange conditions have not been satisfied.

Delivery, installation, testing, commissioning, dismantling, transportation, lifting, labour and other completed service charges are also non-refundable.

9. Product Unavailability

A refund may be issued when:

  • The ordered product is unavailable.
  • Super Cool Air Conditioning Trading LLC is unable to supply the ordered product.
  • No mutually agreed alternative product can be supplied.

When an ordered product is unavailable, Super Cool Air Conditioning Trading LLC may offer the customer an alternative product.

The customer is not required to accept the alternative product. If the customer does not accept the proposed alternative and the original product cannot be supplied, the amount paid for the unavailable product will be refunded through the original payment method, where reasonably possible.

Approved refunds for unavailable products will normally be initiated within 7–10 business days. The customer's bank, card issuer or payment provider may require additional processing time.

10. Order Cancellation

Orders cannot be cancelled after they have been:

  • Confirmed.
  • Processed.
  • Reserved.
  • Ordered from a supplier.
  • Specially procured.
  • Prepared for dispatch.
  • Dispatched.
  • Delivered.

A cancellation and refund will normally only be considered when the ordered product is unavailable and Super Cool Air Conditioning Trading LLC cannot supply the original product or a mutually accepted alternative.

11. Opened or Damaged Packaging

Products cannot be returned, exchanged or refunded once the original packaging has been:

  • Opened.
  • Unsealed.
  • Cut.
  • Torn.
  • Punctured.
  • Removed.
  • Resealed.
  • Crushed.
  • Wet.
  • Stained.
  • Written on.
  • Taped or repaired.
  • Damaged.
  • Altered in any manner.

Opening the packaging for inspection, checking, installation, testing or any other purpose makes the product non-returnable and non-exchangeable.

The product will also be considered non-returnable and non-exchangeable when:

  • Protective materials have been removed.
  • Packaging straps have been cut or removed.
  • Internal packing materials are damaged or missing.
  • Accessories, manuals or components are missing.
  • Product labels are missing, damaged or altered.
  • The model or serial-number labels have been removed or modified.
  • The product is no longer in its original saleable condition.

12. Loading, Transportation, Offloading and Storage

The customer is responsible for ensuring that the product is handled correctly during loading, transportation, offloading, movement and storage when these activities are arranged by the customer.

Products cannot be returned, exchanged or refunded when there is actual or potential damage caused by:

  • Loading.
  • Offloading.
  • Transportation arranged by the customer.
  • Improper lifting or handling.
  • Dropping, impact or dragging.
  • Forklift, trolley, crane or lifting equipment.
  • Incorrect storage.
  • Exposure to rain, water, moisture or condensation.
  • Exposure to excessive heat, dust, chemicals or unsuitable conditions.
  • Movement at the customer's premises.
  • Handling by a contractor, installer, transporter or other third party.

Super Cool Air Conditioning Trading LLC will not be responsible for damage occurring after the product has been delivered and accepted by the customer or the customer's authorized representative, except where responsibility cannot legally be excluded.

13. Inspection at the Time of Delivery

The customer or the customer's authorized representative must inspect the following before accepting delivery:

  • Product brand.
  • Product model.
  • Product quantity.
  • Packaging condition.
  • Visible external damage.
  • Indoor and outdoor unit details.
  • Model and serial-number labels.
  • Accessories and components.

Any visible damage, incorrect product, missing item or packaging issue must be reported immediately before accepting the delivery.

The customer should not sign the delivery note, delivery order or proof of delivery without recording any visible issue.

Signing the delivery document without recording an issue will be treated as confirmation that:

  • The correct product was received.
  • The correct quantity was received.
  • The packaging was in acceptable apparent condition.
  • No visible damage was identified at the time of delivery.

This does not remove any mandatory customer right relating to a hidden manufacturing defect or any other right that cannot legally be excluded.

14. Incorrect Product Supplied by Super Cool

If Super Cool Air Conditioning Trading LLC supplies a product that does not match the confirmed quotation, invoice or order, the customer must:

  • Not open or damage the packaging.
  • Not remove any packaging seals or straps.
  • Not install, connect, test or use the product.
  • Notify Super Cool immediately.
  • Provide the order number or invoice number.
  • Provide photographs of the received product.
  • Provide photographs of the model and packaging labels.
  • Keep the product safely in its original condition.

After verification, Super Cool Air Conditioning Trading LLC will arrange to correct the supply according to the confirmed order.

This section does not apply when the customer ordered an incorrect product and Super Cool supplied exactly what the customer ordered. In such cases, an exchange may only be considered under the strict conditions stated in this policy.

15. Delivery Damage

Customers must inspect the product and packaging at the time of delivery.

Any visible damage caused during delivery arranged by Super Cool Air Conditioning Trading LLC must be reported immediately before accepting the product.

The customer may be required to provide:

  • Photographs of the packaging.
  • Photographs of the product.
  • Photographs or videos of the damaged area.
  • Product model and serial-number details.
  • Delivery documentation.

Claims relating to visible damage may not be accepted when the delivery document was signed without recording the visible damage.

Damage occurring after delivery due to customer-arranged transportation, loading, offloading, handling, movement or storage will not qualify for a return, refund or exchange.

16. Manufacturing Defects and Warranty

A suspected manufacturing defect is handled as a warranty matter and is not treated as a standard change-of-mind return, refund or exchange request.

Warranty claims are subject to:

  • Technical inspection.
  • Manufacturer or supplier warranty terms.
  • Correct product installation.
  • Correct electrical supply.
  • Proper product use and maintenance.
  • Availability of proof of purchase.
  • Model and serial-number verification.
  • Applicable UAE legal requirements.

A suspected defect does not automatically qualify the customer for a refund, return or immediate replacement of the complete unit.

Depending on the technical inspection, manufacturer warranty and applicable legal requirements, the available remedy may include:

  • Technical inspection.
  • Repair.
  • Replacement of a defective component.
  • Replacement of the product where required.
  • Refund where required.
  • Another remedy required under applicable UAE law.

Damage caused by any of the following will not normally be considered a manufacturing defect:

  • Incorrect installation.
  • Improper handling.
  • Incorrect transportation.
  • Loading or offloading damage.
  • Voltage fluctuation.
  • Incorrect electrical connection.
  • Misuse or negligence.
  • Improper maintenance.
  • Unauthorized repair or modification.
  • Failure to follow manufacturer instructions.
  • Damage caused by third-party contractors or installers.

17. Installation and Service Charges

The following charges are non-refundable after the relevant service has been performed:

  • Delivery charges.
  • Installation charges.
  • Testing and commissioning charges.
  • Dismantling charges.
  • Transportation charges.
  • Crane or lifting charges.
  • Labour charges.
  • Site-visit charges.
  • Other completed service charges.

A product complaint, exchange request or warranty claim does not automatically include reimbursement of installation costs, third-party contractor expenses, transportation costs or other consequential expenses, except where otherwise required by applicable law.

18. Customer Responsibilities

Before confirming an order, the customer is responsible for verifying:

  • Product brand and model.
  • Cooling capacity.
  • Indoor and outdoor unit dimensions.
  • Electrical supply and voltage requirements.
  • Installation requirements.
  • Site suitability.
  • Required quantity.
  • Delivery access.
  • Loading and offloading arrangements.
  • Required accessories and components.
  • Compatibility with the intended application.

The customer should consult a qualified HVAC professional when uncertain about the correct product or technical requirements.

19. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or reduce any consumer right, supplier obligation or legal remedy that cannot legally be excluded under the applicable laws of the United Arab Emirates.

Where applicable UAE law requires a remedy for a defective, incorrectly described, unsafe, incorrectly supplied or non-conforming product, the matter will be reviewed and handled according to the applicable legal requirements.

If any provision of this policy conflicts with a mandatory requirement of applicable UAE law, the mandatory legal requirement will prevail.

20. Further Assistance

For assistance regarding product availability, technical specifications, order details, exchange requests, delivery, warranty claims or this policy, please contact:

Super Cool Air Conditioning Trading LLC

  • Email: admin@supercooluae.com
  • Phone/WhatsApp: +971 50 876 6830

When contacting us, please provide your customer name, contact number, order number, invoice number, product brand, product model, product serial number, reason for the request and supporting photographs or videos, where applicable.