This policy explains how returns, exchanges, and refunds work for orders placed with Fresh Cool for Contracting W.L.L. (“Fresh Cool”, “we”, “us”, “our”) through freshcool.com.qa.

1. Inspection on Delivery

Please inspect your air conditioning unit(s) at the time of delivery, before installation begins where possible. Check the packaging for visible damage and confirm the model matches your order. Report any issue to our delivery team or via WhatsApp/phone immediately.

2. Returns of Unused Units

Unused, unopened units in their original packaging may be returned within 7 days of delivery for a refund or exchange. The unit must be complete with all accessories, manuals, and packaging, and show no signs of use or installation. To request a return, contact us via WhatsApp at +974 7718 0059 or email info@freshcool.com.qa within the 7-day window, quoting your order details.

3. Installed Units

Once a unit has been installed, it is generally not eligible for return or exchange, as installation is considered acceptance of the product. If an installed unit develops a manufacturing defect, it is covered under the applicable manufacturer warranty (including the manufacturer’s compressor warranty of 5 or 10 years, depending on brand and model) rather than under this return policy — please refer to our Terms & Conditions and contact us to arrange a warranty inspection and repair or replacement.

4. Non-Returnable Situations

• Damage caused by misuse, improper handling after delivery, unauthorized repair, or installation by a party other than Fresh Cool.
• Units returned outside the 7-day window, or without original packaging and accessories.
• Custom orders or units specifically sourced at the customer’s request, unless defective on arrival.

5. Refund Method & Timing

• Orders paid by card (Visa / Mastercard via SkipCash) are refunded to the same card used for payment. How long the amount takes to appear on your statement depends on your bank.
• Orders paid in cash on delivery (COD) are refunded by bank transfer to an account in the customer’s name.
• Refunds are processed within 14 days of the return being approved and the unit being collected and inspected by our team.
• Any applicable installation charges already carried out (e.g. extra piping beyond the included 5 meters) may be deducted from the refund if installation work was completed before the return request.

6. How to Request a Return or Refund

Contact us via WhatsApp/phone at +974 7718 0059 or email info@freshcool.com.qa with your order number, the reason for the return, and photos of the unit and packaging where relevant. Our team will confirm eligibility and arrange collection.