Building Trust Through Our Return Promise
What is your return policy is one of the most important questions customers ask before making a purchase. Here's a quick summary of our policy:
| Policy Element | Details |
|---|---|
| Return Window | 30 days from delivery date |
| Eligible Items | Standard merchandise in original packaging |
| Condition Required | Unused, unopened, with all original components |
| Return Process | Contact support@americanmortuarycoolers.com for RMA number |
| Refund Timeline | 3-5 business days after inspection |
| Shipping Costs | Customer responsible for return shipping |
When purchasing equipment for your funeral home, knowing you have options if something isn't right provides valuable peace of mind. Our research shows that 67% of shoppers won't even consider ordering from a business without clear return information available. A transparent return policy isn't just a legal formality—it's a statement about how we value your business and trust.
For funeral directors managing sensitive operations, the ability to return or exchange equipment that doesn't meet your specific needs is especially crucial. You need reliability and certainty in every aspect of your business, including your purchases.
Simple what is your return policy word guide:
What Is Your Return Policy? Key Principles
At American Mortuary Coolers, we believe a return policy should be more than just fine print hiding at the bottom of your receipt. Our approach is built on real values that put your needs first:
We keep things clear by using plain English instead of confusing legal jargon. We're completely transparent about all terms and potential fees upfront – no surprises when you least expect them. While we exceed all legal compliance standards, we go further because we see our policy as a chance to build customer loyalty that lasts for years. And yes, we maintain reasonable fraud prevention measures, but we start from a place of trust with our customers.
While EU regulations only require a 14-day return window, we give our funeral home partners across America a full 30 days to evaluate their purchases. This extended timeframe matters when you're integrating specialized equipment into your existing facilities.
The data backs up our approach too. According to scientific research on shopper confidence, customers who feel secure in their ability to return items are not only more likely to complete purchases but actually return fewer items overall.
Why "what is your return policy" matters to shoppers
When you're investing in essential equipment like mortuary coolers, the question "what is your return policy" isn't just an afterthought – it's a fundamental part of your purchasing decision.
The numbers tell the story: 31% of online shoppers report being deterred from making purchases when return policies are hard to find or understand. For funeral directors managing tight budgets and essential operations, this clarity isn't just nice to have – it's necessary.
"What is your return policy" for defective, lost, or damaged goods
For defective products, we understand the critical nature of your business. If your mortuary cooler arrives with manufacturing defects, we'll cover the return shipping costs and expedite a replacement unit to minimize disruption.
When carrier damage occurs during transit, we simply ask for photo documentation and a note on the delivery receipt. Then we handle the carrier claims for you – no need for you to steer that complex process alone.
With lost shipments, we don't leave you waiting. If your order doesn't arrive within 7-10 business days for standard shipments, we'll initiate tracking investigations and provide replacements for confirmed lost packages.
"What is your return policy" during holidays & special events
During the holiday season from November through January, we extend our standard return window to 45 days, acknowledging the unique challenges this busy period presents.
We also recognize that communities sometimes face extraordinary circumstances. During natural disasters or special community events affecting multiple funeral homes in a region, we offer additional flexibility on a case-by-case basis.
Eligibility, Exclusions & Condition Requirements
Understanding what you can and can't return helps avoid those awkward "oh, I didn't know that" moments. At American Mortuary Coolers, we've created straightforward guidelines to make the process crystal clear for you.
Items eligible for return, exchange, or refund
When you're wondering "what is your return policy" for our standard products, I've got good news. Our standard mortuary coolers and freezers (the non-custom ones) can typically be returned within our 30-day window. The same goes for accessories like trays and racks that make your daily operations smoother.
Need to return unopened maintenance supplies or those training materials you accidentally ordered twice? No problem. These items are welcome back, provided they're in their original condition with all components intact.
Items excluded from returns
While we're pretty flexible, some items just can't make the return journey. Custom-built coolers with those special dimensions you requested? Once they're built to your specifications, they've found their forever home.
Other non-returnables include opened chemicals (for obvious safety reasons), clearance items (which we clearly mark at purchase), and anything classified as hazardous material. And if your equipment shows signs that it's been installed, used, or modified, we unfortunately can't take it back.
Condition checklist & documentation required
To make your return as smooth as possible, we need a few things from you:
First, contact our support team at support@americanmortuarycoolers.com to get your Return Merchandise Authorization (RMA) number. You'll need to include proof of purchase (your invoice or order confirmation), and please return everything in the original packaging. For damage claims, clear photos help us process your return faster.
We take "wardrobing" (the retail equivalent of wearing a dress to prom and then returning it) seriously – it costs businesses billions annually. But we also trust our professional funeral director clients. Our inspection process is thorough but fair.
| Eligible for Return | Not Eligible for Return |
|---|---|
| Standard coolers | Custom-built units |
| Unused accessories | Opened chemicals |
| Unopened maintenance supplies | Clearance items |
| Standard parts | Modified equipment |
| Training materials | Items showing wear |
Return Window, Fees & Refund Speed
Let's talk about timing, costs, and how quickly you'll get your money back when returning a product. We've crafted our policy based on what our funeral home customers tell us they need.
Time frames at a glance
Our standard return window gives you a full 30 days from delivery to decide if our mortuary equipment is right for your facility. We believe this provides enough time to properly evaluate your purchase without you feeling rushed.
For certain situations, we've created extended return periods:
- 90-Day Window: We offer this extended timeframe for our premium coolers and freezers
- 365-Day Window: Any subscription-based maintenance plans or extended warranties come with this worry-free full-year return period
- 45-Day Window: Our international customers get extra time because we understand the added complexities of cross-border shipping
If you're located in a remote area, we automatically add 5 business days to your return window. We know deliveries can take longer to reach you, and we want to be fair about it.
Who pays what? Shipping, restocking & processing fees
When it comes to return shipping costs, you're typically responsible for getting the item back to us—unless we made a mistake or sent you something defective. In those cases, we'll email you a prepaid return label right away.
We do have a 20% restocking fee for non-defective returns. This helps cover our costs for inspection, repackaging, and inventory management. But we waive this fee completely if the product is defective, if we shipped the wrong item, or if you return it within 7 days of delivery.
Unlike some companies that charge processing fees, we don't believe in those additional costs. That's just not how we do business.
For our regular customers—funeral directors who order from us frequently—we offer our "Pay on Scan" label system. This means you only pay for return shipping when the carrier actually scans your package.
How & when refunds are issued
Once your return arrives at our Tennessee facility and passes inspection, here's what happens next:
We'll typically refund your original payment method—whether that was a credit card, purchase order, or another form of payment. If you prefer store credit instead, we'll add a 5% bonus as our way of saying thanks for your continued business.
Refund timing varies depending on your payment method:
- Credit card refunds typically appear in 2-3 business days
- Bank transfers usually take 3-5 business days
- Purchase orders are processed according to your accounting department's requirements
Step-by-Step: How to Start a Return or Exchange
We've made our return process straightforward and hassle-free—because we know funeral directors and mortuary managers already have enough on their plates. Let me walk you through exactly how to handle a return with us at American Mortuary Coolers.
Quick return initiation guide
Starting a return with us is simple. First, reach out to our friendly support team at support@americanmortuarycoolers.com. We'll ask for your order number, when you purchased, and why you're returning the item—nothing complicated, just the basics we need to help you.
Once we've got your information, you'll receive an email with your RMA number (that's your Return Merchandise Authorization—basically your return's passport) along with clear instructions. If the return is because of a defect or our mistake, we'll include a prepaid shipping label too.
For those of you who prefer handling things online without picking up the phone, our self-service return portal is available 24/7. Just log into your account, find the order with the item you want to return, and follow the simple prompts.
Packing & shipping your item back
The way you pack your return matters a lot—it helps us process everything quickly and ensures your item arrives safely. Here's the best approach:
Always try to use the original packaging if you still have it. Those boxes and materials were specifically designed to protect the equipment during shipping. Be sure to remove or cover all original shipping labels completely to avoid any confusion about where this package is headed.
Don't forget to include all the components that came with your purchase—parts, accessories, manuals, everything. Add some extra padding if you think it needs it, especially for the more delicate pieces.
For larger equipment like full mortuary coolers, don't worry about finding a forklift—we'll arrange freight pickup directly from your location.
If you're looking to avoid returns altogether, you might find our maintenance tips helpful for keeping your equipment in top condition.
Tracking, confirmation & refund issuance
Once your return is on its way back to us, we keep you in the loop every step of the way:
You can track your return using the number on your shipping label, watching its journey back to our facility. When it arrives, our system automatically sends you a delivery confirmation email—no need to wonder if we've received it.
After a quick inspection (usually just 1-2 business days), we'll update you on the status of your return. Once approved, we immediately process your refund according to what we discussed during the RMA process.
Special Scenarios: Gifts, International & Marketplace Orders
Not all returns follow the standard path. Whether you're returning a gift, shipping from overseas, or bought through a third-party, we've got you covered with clear solutions for these special situations.
Gift returns & exchanges
Receiving a gift that doesn't quite fit your needs? We understand the delicate balance of gratitude and practicality when it comes to gift returns.
If you have a gift receipt, you can process the return without involving the original purchaser. We'll issue store credit at the current selling price, preserving both your privacy and the giver's feelings. Without a receipt, we can still help by looking up the purchase using the original buyer's information, though we'll need their permission to process the return.
For those sensitive situations where discretion is important, our anonymous return option allows you to receive store credit without the gift giver being notified about the return.
International returns
We value our customers beyond U.S. borders and have created special accommodations for international returns.
Given the longer shipping times, we extend our standard return window to 45 days for all international customers. We provide all necessary customs forms and return documentation to make crossing borders as painless as possible.
When it comes to money matters, we process refunds in your original currency of purchase. However, please note that we cannot cover any conversion fees charged by payment processors or banks. Similarly, import duties or taxes paid on your original shipment are levied by your country's government and unfortunately aren't refundable by us.
Marketplace or third-party purchases
Found us through Amazon or another retailer? Your return path might be slightly different, but we're still committed to your satisfaction.
For items purchased through Amazon, please follow Amazon's return process, which is covered by their A-to-Z Guarantee for your protection. If you bought from one of our authorized dealers, returns should go directly back to them, following their specific return policy.
While we stand behind our products with full warranty coverage regardless of where you purchased them, returns for items bought from unauthorized resellers need to be processed through the original seller.
For more information about our straightforward ordering process, check out our ordering guide.
Frequently Asked Questions about Our Return Policy
How long does it take to process my refund?
Once your return arrives at our facility, our team gets to work right away. We typically complete our inspection within 1-2 business days. After we've approved your return, we process the refund within 3-5 business days.
How quickly the funds actually appear in your account depends on your financial institution:
- Credit cards usually see the refund in 2-3 business days
- Bank transfers typically take 3-5 business days
- If you requested a check refund, expect it in your mailbox within 7-10 business days
Need your refund faster? If you're in a pinch, please reach out to our customer service team directly. We can often expedite refunds for urgent situations.
Are there any restocking fees I should know about?
Yes, we do have a standard 20% restocking fee for most non-defective returns. This helps us cover the real costs of inspection, repackaging, and inventory management.
Good news though - we waive this fee in several situations:
- Your product arrived damaged or defective
- We shipped the wrong item or quantity
- You're returning within 7 days of delivery
- You're exchanging for another product of equal or greater value
For our custom-built mortuary coolers, the restocking fee is a bit higher at 30%. These specialized units are built specifically for your facility, which unfortunately limits their resale potential.
Where can I find the complete return policy on your site?
We've made sure our complete return policy is easy to find, no matter where you are on our site. No hunting required!
You'll find our return policy in all these places:
In the footer of every page on our website - just scroll down and click the direct link. When browsing product pages, each one includes a summary of return eligibility right there. During checkout, we link to the policy before you complete your purchase.
After ordering, your emailed order confirmation includes return policy information. And if you have an account with us, the policy is accessible right from your account dashboard.
Can't find what you need? Our friendly customer service team is always ready to help at support@americanmortuarycoolers.com.
Conclusion
At American Mortuary Coolers, we believe that a thoughtful return policy isn't just paperwork—it's a promise to you. We've built our business on relationships with funeral directors who count on us, and our return policy reflects the same care we put into our products.
From our workshop floors in Johnson City, TN to delivery trucks crossing all 48 contiguous states, we stand behind every cooler we craft. Because when you're serving families during their most difficult moments, you need equipment providers who truly have your back.
Our approach to returns balances several important needs:
First, we make the process hassle-free because your time is valuable. Second, we implement reasonable safeguards against return abuse without making you feel distrusted. Third, we ensure quick processing so you're not left waiting. And finally, we view each interaction—even returns—as a chance to build lasting loyalty with the professionals we serve.
We're constantly fine-tuning our policies based on what we hear from customers like you. When we make changes, you'll know about them through clear updates on our website, straightforward emails, and revised documentation that arrives with your purchases.
For those just beginning to explore our product line, we invite you to find our complete range of mortuary cooling solutions on our product solutions page.
Thank you for trusting American Mortuary Coolers with an essential aspect of your funeral service operations. We're proud to be part of the professional community that provides dignity and care during life's most challenging moments.