Returns and Cancellations Policy

Refrigeration Systems — No Returns Under Any Circumstances

Absolutely no returns under any circumstances — no exceptions, no discretionary accommodation. This applies to all refrigeration systems, including all Heatcraft and Turbo Air packaged (self-contained) systems and all two-piece (split) systems, condensing units, evaporator coils, and compressors. All refrigeration products purchased on or after January 1, 2026 are 100% non-returnable. All coolers, racks, lifts, and related equipment are non-returnable — no exceptions.

Compressor and refrigeration sizing is the purchaser's responsibility. Refrigeration systems and compressors that were not sized properly for the application are non-returnable. Improper sizing leads to continuous compressor duty and premature failure — confirm sizing with the factory before ordering. See Upright Mortuary Cooler Pro Tips 2026. Warranty claims for verified manufacturing defects are handled under the manufacturer's warranty, not as returns — see the Warranty Policy.

Not Included With Any Purchase

Unless expressly itemized on your invoice, no purchase includes: refrigerant (Freon), defrost timers, line sets, lighting, electrical supplies, or other refrigeration supplies and consumables. These items are sold separately and are the purchaser's responsibility to source and pay for.

These items are not billable to, reimbursable by, or chargeable to American Mortuary Coolers under any circumstances, including through payment disputes or chargebacks. Budget for them at project planning — our team can quote them with your system at 1-888-792-9315.

Service Must Be Authorized — Service Ticket Required

No third-party service, repair, labor, parts, or related expense will be reimbursed unless authorized in advance by AMC through an AMC-issued Service Ticket number. Unauthorized service — regardless of urgency, outcome, or invoice amount — is not reimbursable, is not deductible from any balance owed, and may void warranty coverage.

Before any work is performed, open a ticket at our Service page or call 1-888-792-9315 and obtain your Service Ticket number in writing.

Estimated Shipping Charges

All shipping charges are estimated and prepaid at the time of order. Freight charges rise daily with the current economy. Any freight charge change will be applied to the order and must be paid in full prior to shipping — if the charges are substantial, we contact you in advance and invoice by secure email payment link. Once paid, your products ship.

Read the full Estimated Shipping Charges Policy (SC-1.0) →

Refusing Delivery Does Not Cancel Your Order

Refusing a shipment does not cancel your order or reverse the charge. A refused, undeliverable, or unclaimed shipment is treated as a discretionary return — 25% restocking fee plus all outbound and return freight, storage, demurrage, and redelivery charges. Accept the shipment, note any damage on the BOL, and call us instead.

Read the full Refused Delivery Policy →

Discretionary Returns (Non-Refrigeration Products)

All sales are final and no product is returnable. In the rare event AMC elects, in its sole discretion and in writing, to honor a return of a non-refrigeration product as a special accommodation, the return is subject to a 25% restocking fee, plus all original outbound freight (including freight absorbed in free-shipping orders), all return freight, crating, insurance and handling, and any inspection or repackaging costs — all the responsibility of the original purchaser. No return is authorized without a written RMA.

↓ Download: Discretionary Returns Policy one-pager — the complete fee schedule in a printable, shareable document.

Mandatory Freight Inspection at Delivery

All freight shipments must be fully inspected by the receiver at delivery — whether that is the person who placed the order or an authorized agent acting for the purchaser.

The shipment must be thoroughly inspected, including inside the packaging. Once you sign for a shipment, you are accepting that shipment as-is, where-is — no exceptions. If you do not document issues, shortages, or damage on the delivery receipt at the time of delivery, there is absolutely no claim.

Absolutely no returns will be honored on damaged products that were not properly documented at intake from the freight carrier. By signing the delivery document, you are fully releasing the carrier from any and all claims. Note visible damage on the delivery receipt, photograph everything, and refuse severely damaged freight per the Freight Damage, Inspection & Refusal Policy before signing.

Before You Order

Customers should verify product fit, dimensions, power requirements, plumbing or drainage requirements, refrigeration sizing, receiving access, lead times, compliance expectations, and installation needs before placing an order. Startup and drainage requirements are published on the Packaged Refrigeration Manuals & Startup Guide. Lead times are estimates — see Lead Times & Expedited Service.

Custom, Built-to-Order and Special Orders

Built-to-order mortuary coolers, walk-in systems, casework, autopsy equipment, specialty tables, export-packed items, and configured systems are non-cancellable and non-returnable once production, procurement, configuration, crating, or shipment preparation begins.

Cancelled Orders

Cancellation requests must be submitted in writing as soon as possible. Orders already processed, built, crated, packed, shipped, financed, or scheduled with vendors or carriers may be subject to cancellation fees, restocking fees, incurred costs, and freight-related charges.

Refund Timing

Approved refunds may be processed after product inspection, carrier claim review, manufacturer approval, financing provider adjustment, or accounting review. Processing times may vary based on payment method and order complexity.

Damaged Freight Is Different From a Return

Freight damage is handled under carrier claim rules and the Shipping and Freight Damage Policy — and only when documented at delivery per the Mandatory Freight Inspection requirements above. Do not return damaged freight without written instructions. Carriers are independent — see Freight Carriers & Delivery Terms.