At SORA Climbing Equipment, we strive to ensure your complete satisfaction with every purchase. However, due to the size, complexity, and safety-critical nature of our big equipment, we have a last-resort return policy to protect both our customers and our business.  

1. Inspection Before Use:  

   - We strongly recommend inspecting your equipment upon delivery. If you notice any damage or defects, contact us immediately.  

2. Returns as a Last Resort:  

   - Returns are only accepted if the product is unused, in its original packaging, and in resalable condition.  

   - If you encounter an issue, we will first attempt to resolve it through repair, replacement, or store credit.  

3. Eligibility for Returns:  

   - Returns must be requested within 14 days of delivery.  

   - A restocking fee of 15% will apply to all approved returns to cover handling and restocking costs.  

   - Customers are responsible for return shipping costs, which can be significant for large equipment.  

4. Non-Returnable Items:  

   - Custom or made-to-order equipment cannot be returned.  

   - Used or damaged items are not eligible for return.  

5. Safety First:  

   - If you believe the equipment is unsafe or defective, stop using it immediately and contact us. We will prioritize resolving the issue through repair or replacement.  

1. Contact our customer service team at info@soraclimbingequipment.com to discuss your issue.  

2. If a return is approved, you will receive a Return Authorization Number (RAN) and instructions for shipping the item back.  

3. Once the returned item is received and inspected, we will process your refund or store credit within 7-10 business days.  

While returns are a last resort, we are committed to ensuring your satisfaction. If you have any questions or concerns, our team is here to help.