Terms of service

Terms of service

These terms apply when you buy from SORA Climate at egx3zh-1n.myshopify.com. Our Return and refund policy, Shipping policy and Privacy policy form part of these terms.

1. Who we are

SORA Climate sells air conditioning, fans, air purifiers, dehumidifiers, ventilation, refrigeration and critical cooling equipment to customers in the United Kingdom.

“We”, “us” and “our” mean SORA Climate / Israyel Mills. “You” means the person placing the order.

2. What we sell

We supply climate equipment direct to you. Unless you separately purchase a SORA installation or survey service, products are sold supply-only: we deliver the equipment and you arrange installation by a suitably qualified engineer (F-Gas certified where required).

We serve consumers and business customers (including hospitality, commercial refrigeration and datacentre / critical cooling). If you buy for business use, consumer cancellation rights may not apply — see §15.

3. Placing an order

Adding an item to your basket is an offer to buy, not a contract. A contract forms when we email you to confirm dispatch.

We may decline or cancel an order before dispatch if the item is unavailable, the listing price or specification was wrong, we cannot verify F-Gas installer evidence for pre-charged equipment, delivery is not feasible, or we reasonably suspect fraud.

If we decline, we refund you in full and explain why. You must be 18 or over and provide accurate delivery details.

4. Prices and payment

  • The price shown at checkout is the total for the goods plus any delivery charge shown before you pay.
  • The order confirmation price is fixed — we do not increase prices after you have ordered, including during periods of high demand.
  • If a price is obviously wrong, we contact you before dispatch; you may confirm at the correct price or cancel for a full refund.
  • Payment is taken at checkout via Shopify Payments and, where offered, Klarna. We do not store card details.

5. Delivery

Estimated dispatch and delivery windows are shown on each product page and are based on procurement origin — we do not promise same-day or next-day delivery unless explicitly stated for UK buffer stock.

Small items ship by tracked courier. Bulky and heavy items — wall splits, portables over 25 kg, refrigeration and datacentre plant — ship by freight or palletised delivery. Mixed orders may arrive in separate parcels.

For freight deliveries you must provide kerbside access, reasonable ground-floor access, and an adult to sign. Risk passes to you on delivery; ownership passes when we have been paid in full.

Full detail is in our Shipping policy.

6. Installation, surveys and consultations

Where you buy installation or survey services from us, the written quotation governs the specific job. Unless the quotation says otherwise, the following are not included: electrical supply upgrades beyond a local isolator, structural work, scaffolding beyond standard ladder access, making good decoration, asbestos work, or condensate runs beyond 3 m.

You are responsible for landlord, freeholder, planning and listed-building consents. Installations are carried out with reasonable care and skill by F-Gas certified engineers where required.

If we arrive and cannot work because of site conditions, we may charge an abortive visit fee quoted before booking.

7. F-Gas and supply-only responsibility

Split systems, cold-room equipment and other pre-charged refrigerant products are regulated under UK F-Gas rules. We may only supply non-hermetically sealed pre-charged equipment where you provide evidence that installation will be carried out by a certified undertaking — that is why checkout collects installing company name and F-Gas certificate number.

  • Details must be genuine. We may verify before dispatch and cancel orders with false information.
  • Refrigerant must not be vented. Decommissioning and recovery require a certified engineer.
  • On supply-only sales we are responsible for the equipment being of satisfactory quality and as described; we are not responsible for your installer's workmanship or a warranty voided by non-compliant installation.

8. Product information

We describe products using manufacturer data. Images are representative. Capacities and energy ratings are standard test figures; real performance depends on room conditions. If a material specification change occurs before dispatch, we tell you and you may cancel.

9. Pre-orders and lead-time items

Some project and commercial items are ordered in for you. We take payment at checkout, show the expected lead time before you pay, and email if it moves. You may cancel any time before dispatch for a full refund. Your 14-day cancellation right runs from delivery.

10. Warranties and SORA Care+

Every product carries its manufacturer warranty. We help you pursue claims. SORA Climate additionally provides a 2-year retailer-handled guarantee on eligible products — contact us and we coordinate repair or replacement; this is in addition to your statutory rights.

SORA Care+, where offered, is an optional paid extension with terms shown at purchase. It adds to statutory rights and does not replace them.

11. Safe use

Follow manufacturer instructions. Do not run damaged units, bypass safety devices, or have refrigerant work done by uncertified persons — this can be unsafe and void warranties.

12. Cancellation, returns and faults

See our Return and refund policy. In summary: 14 days to change your mind from delivery; 30 days to reject a faulty item outright; further rights for up to six years. Returns are never sent to a residential address — including ours. RMA approval is required before anything moves.

We investigate delivery disputes and false non-delivery (including FTID) with carrier evidence. Refusing delivery or RTS without authorization does not automatically entitle you to a full refund — lawful deductions and heavy-goods inspection rules apply. Threats of chargeback or bad reviews do not skip our evidence process. Your Consumer Rights Act remedies for genuine faults are unaffected.

13. Our responsibility to you

We are liable for loss or damage that is a foreseeable result of our breach of these terms or failure to use reasonable care and skill. We do not limit liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.

For consumer orders, our total liability for any one order is limited to the greater of the order value and £500, except where the law requires otherwise.

We are not liable for delays outside our reasonable control, but you may cancel for a refund if delay becomes unreasonable.

14. Business customers

If you buy for trade, hospitality, medical or datacentre use and confirm business purpose at checkout or in writing, the Consumer Contracts Regulations cancellation rights may not apply. We still honour statutory quality obligations and our published fault remedies. Commercial refrigeration and critical cooling buyers should contact us for project-specific terms where required.

15. Your data

We process personal data as described in our Privacy policy.

16. Complaints and disputes

Email hello@soraclimate.com with your order number. We aim to respond within one working day.

If we cannot resolve a dispute, you may use alternative dispute resolution — we will provide details on request — or complain via Citizens Advice. Card and Klarna payments may also give chargeback or Section 75 routes.

These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland you retain local consumer protections.

Last updated 27 July 2026.