& Return policy

30-day return policy, you have 30 days after receiving your item to request a return.

PROCOOL LLC is committed to our customers' satisfaction. We encourage everyone to call us to ensure you get the correct product for your application. We also encourage everyone to read the "Buyer's Guide" prior to purchase. Most PROCOOL products can be returned for refund or store credit.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any scratches or "Rack rash" due to improper mounting will be cause to refuse the return for excessive damage.

To start a return, you can contact us at sales@procool.com. Please note that returns will need to be sent to the following address: 

Returns
PROCOOL LLC
115 E South St.
Suite C
Plano, IL 60545 

If your return is accepted, we’ll send you an RMA number, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 
If a return is refused the buyer must pay all shipping costs to return to the buyer.

You can always contact us for any return question at sales@procool.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom and Special orders may not be returned.
Any products that are built to a customer's specifications may not be returned.
Any products that incorporate special assembly parts may not be returned.
Any products that incorporate parts purchased by Procool specifically for an order may not be returned.

Larger orders valued at $1000 or more may not be cancelled or returned. We purchase the parts specifically for these orders and these sales are final.
(We ask all customers to call or write us to ensure you are getting the correct product for your application.)

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Cancel an order prior to shipment
If you want to cancel an order prior to shipment. Contact us immediately. After 24 hours it may not be possible. 
A 3.25% fee will be deducted from any refunds given. This is for credit card processing fees we incur when you place an order.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. A 10% restocking fee will be deducted from all refunds. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@procool.com.

Shipping fees are non refundable.
Return shipping costs are the customer's responsibility.