SORA Climate

Returns

Do not ship anything back without an RMA from us. Every return starts here — we reply within one working day with authorization and instructions.

Request a return

Email hello@soraclimate.com with:

Your order number
Item(s) and reason (fault / change of mind / wrong item / transit damage)
Photos if damaged, faulty, or not as described

Include Return request in the subject line. We issue an RMA number before anything moves.

Royal Mail Special Delivery only

Once your RMA is approved, you must return goods using Royal Mail Special Delivery Guaranteed (tracked, signed-for, insured). We do not accept:

Standard post or untracked mail
Evri / Hermes doorstep drops without prior arrangement
Any courier that is not Special Delivery as instructed in your RMA email

Why Special Delivery: full tracking, signature on receipt, and Post Office CCTV at the point of acceptance — so your return is protected end-to-end.

Where to send returns

Returns go to our SORA parcel hub — a designated returns facility, never to a residential address.

After RMA approval we email your Royal Mail Special Delivery returns label and hub address. Until you receive that email, do not ship. Do not use any address not explicitly provided in your RMA email.

What happens next

You return via Special Delivery to our hub (UK-wide — same process wherever you are).
We receive and inspect at the hub.
We forward to the supplier or manufacturer return path — you never need international supplier addresses.
Refund processed within 14 days of hub receipt or your proof of Special Delivery dispatch.

Quick guide by product type

Faulty or damaged? Email within 72 hours with photos. We arrange replacement, repair or refund — and file carrier insurance where applicable. Return postage is on us.
Change of mind? 14 days from delivery. RMA required first. Return via Special Delivery to hub; postage may be deducted from refund on light items unless we say otherwise.
Portable AC & fans: Special Delivery to hub after RMA — repack in original carton where possible.
Wall splits & refrigeration: may require supplier collection instead of post — we tell you in the RMA email. Installed splits need F-Gas recovery before disconnect.
Heavy commercial & datacentre (CRAC, chillers, in-row cooling, VRV): never post these. We book courier or pallet collection from your site after RMA approval. Ground-floor or loading-bay access required. Do not ship to any residential address — including ours.

Important: Air conditioners, portable AC, wall splits and bulky climate equipment are never returned to a residential address — including ours. We handle these via hub receive and supplier RMA.

Full policy: Refund & Returns Policy