Shipping policy

Shipping at SORA Climate

We ship to the United Kingdom at checkout. Delivery times are honest estimates based on procurement origin and product class — we do not advertise fake next-day delivery on factory-sourced climate equipment.

Delivery speeds (typical business days after dispatch)

Express Air — tracked air, typically 2–5 days to UK. Default for fans, filters, light portables and accessories.
Standard Air — tracked economy air, typically 5–10 days.
Air Freight — plane freight for bulky splits and heavy refrigeration, typically 6–12 days.
Sea Freight — select oversized units, typically 25–45 days.
UK buffer stock — where available, UK courier typically 1–2 days.

How we assign shipping

Fans, purifiers, filters and small accessories → Express Air by default.
Wall splits, portables over 25 kg, commercial refrigeration and datacentre plant → Air Freight or pallet freight.
Mixed baskets may arrive in separate parcels on different dates — tracking is emailed per parcel.

Product pages show per-SKU dispatch ETA metafields where available. Lead-time and pre-order items display factory-to-door estimates before you pay.

Freight and heavy deliveries

Pallet and freight deliveries are kerbside unless agreed otherwise in writing. The carrier contacts you to book a slot. You must provide lorry access, ground-floor receipt and an adult signature. Carriers do not carry 45 kg+ outdoor units upstairs.

Datacentre and critical cooling plant (CRAC, in-row, chillers, liquid CDU, VRV) ships on project freight — delivery windows are agreed per order.

Dispatch commitment

Unless we agree a longer period with you (pre-order / project item), we deliver within 30 days of order. If we cannot, you may cancel for a full refund.

We email when your order dispatches. If lead time moves on a pre-order, we tell you and you may cancel before dispatch for a full refund.

F-Gas and supply-only dispatch

Pre-charged split systems and cold-room equipment are sold supply-only unless you also purchase installation from us. We may hold dispatch until installer company and F-Gas certificate details are verified.

Transit protection

Parcels are insured for loss and damage in transit. Report damage within 72 hours of delivery with photos of the unit and packaging — see Return and refund policy.

Refused delivery and return-to-sender (RTS)

When a carrier attempts delivery, you are responsible for accepting the parcel or arranging redelivery within the carrier's timeframe.

Refusing delivery or allowing a parcel to return to sender (RTS) without contacting us first may incur return freight and re-dispatch costs — see our Return and refund policy.
RTS does not automatically cancel your contract or guarantee a full refund.
Repeated RTS at the same address may result in order cancellation or refusal of future orders.

Delivery confirmation and dispute fraud

Most deliveries are tracked with signature or photo proof. If you claim non-delivery after the carrier marks the parcel delivered:

We investigate with carrier tracking, POD and GPS evidence before any refund or replacement.
False non-delivery claims, empty-box reports without evidence, and payment disputes filed while an investigation is open are handled under our Return and refund policy — we do not bypass investigation because of chargeback or review threats.
Report genuine transit loss or damage within 72 hours with photos — we file carrier insurance claims promptly.

International

Checkout is restricted to the UK. We do not ship to the EU or rest of world from this storefront unless explicitly agreed in writing on a project quote.