At Sorara, you are our priority, and we want you to feel confident and completely happy with your purchase. If your item doesn’t fit your space or if you simply change your mind, you can return it hassle-free. Our return process is designed to be simple, allowing you to return items whether you bought them online or in one of our stores.
Return Eligibility
We offer a generous 180-day return policy for all our pergolas and pergola accessories. For all other products, including furniture, parasols, storage boxes, and decorative items, the return policy is 30 days.
To qualify for a full refund, your item must be in the same condition as when you received it—new, unused, with tags, and in its original packaging. If a returned product is damaged or used in a way that significantly reduces its value, we reserve the right to reduce or refuse reimbursement.
A receipt or order number is required to process returns.
Different terms may apply to bulk or corporate purchases, as agreed upon at the time of purchase.
How to Make a Return
The quickest and easiest way to return your item is at a Sorara store. Whether purchased online or in-store, you can return it to any Sorara location within the same country of purchase. In-store returns are refunded instantly.
If you cannot return the item to a store, you can request a paid return pick-up. The cost of return shipping will be based on delivery service rates and will be your responsibility. To initiate a return with pick-up, contact Sorara Customer Service at contact@sorara.fr. A pick-up appointment will be scheduled with our logistics partner and they will pick up the item/s at your home.
Refund Process
Refunds will be issued to the original payment method. The full purchase price will be refunded, but return-related costs, including any non-refundable shipping fees for pick-up services, are your responsibility.
Refunds will be issued as soon as possible and no later than 14 days from the date we receive your return request notification. However, we may withhold the refund until the returned item has been received or until proof of return has been provided, whichever comes first. Please note that it may take additional time for your bank or credit card provider to process and post the refund. If more than 20 business days have passed since your return was approved and you have not received your refund, please contact us.
Exchanges
We offer like-for-like exchanges, such as a different size or color, for new, unused products in their original packaging. Exchanges can be processed in-store or through customer service with proof of purchase. If your desired item is unavailable, you can choose between a full refund or store credit. However, the fastest way to ensure you get what you want is to return the item first and place a new order separately.
Order Cancellation Before Receipt
If you wish to cancel your order before receiving it, you must contact Sorara Customer Service with your order number to arrange the cancellation. If you have not yet accepted delivery, you will not be charged additional return costs.
Dispute Resolution & Customer Rights
In the event of a dispute, you can use the European Online Dispute Resolution (ODR) Platform, provided by the European Commission, to resolve issues arising from online purchases.
ODR Platform Link: https://ec.europa.eu/consumers/odr
This policy does not affect your statutory rights, including the legal right of withdrawal under consumer protection laws.
Contact
For any questions regarding returns or refunds, please contact us at contact@sorara.fr.
Legal Information
Imagine Lifestyle SAS (Sorara Outdoor Living) is a company registered in France under SIREN number 932 369 978.
Registered office: 6 Chemin Des Pennes au Pin, 13170 Les Pennes-Mirabeau, France.
SIRET Number: 932 369 978 00014.
VAT Number: FR 01932369978.