Buyer Protection Policy

1. What Buyer Protection covers

Sorisomun Buyer Protection is the platform process for reviewing qualifying problems with marketplace artwork orders. It applies to eligible artwork purchases completed and paid for through Sorisomun.

Sorisomun Care is a mandatory fee equal to 5% of the artwork price. It supports secure payment handling, Buyer assistance and the Buyer Protection process. Sorisomun Care is not insurance and does not guarantee a refund for every claim. It also does not create or replace a Professional Seller's statutory consumer obligations.

2. Covered events

A claim may qualify where the artwork is not delivered, is lost in transit, arrives materially damaged, is the wrong artwork, or is materially different from the listing in a way that would reasonably affect the purchase decision.

Buyer Protection may also apply to credible authenticity, counterfeit, ownership or intellectual-property concerns where the Buyer provides relevant information and the issue relates to the purchased artwork.

3. What is not normally covered

Buyer Protection does not normally cover a simple change of mind after the applicable cancellation window, minor differences that are reasonably visible or disclosed in the listing, damage caused by the Buyer after delivery, unauthorised alteration or repair, or a problem caused by the Buyer providing incorrect delivery information.

Claims may also be rejected where requested evidence is not provided, the artwork is returned without following the approved process, the claim is materially inconsistent with available tracking or evidence, or Sorisomun reasonably determines that the process is being abused.

4. Two-day delivery review period

After delivery, the Buyer has 2 days to confirm receipt or report a qualifying order problem through Sorisomun. Missing orders should be reported promptly after the expected delivery date or a relevant tracking event indicates a delivery problem.

If the Buyer neither confirms delivery nor reports a qualifying issue during the 2-day platform review period, the order becomes eligible for automatic completion. Professional Seller payout can still remain held while the applicable statutory-withdrawal hold continues.

The 2-day platform reporting and automatic-completion process does not remove, shorten or replace any mandatory legal right that applies under law.

5. Evidence

Sorisomun may request photographs or video of the artwork, outer and inner packaging, shipping label, visible damage, tracking history, listing details, certificates, ownership or authenticity information, carrier documents and relevant Buyer-Seller communications.

The Buyer and Seller should preserve the artwork, packaging and relevant evidence until the review is resolved. Failure to preserve or provide reasonably requested evidence may affect the outcome where that evidence is material to the claim.

6. Review process and shipping-cost responsibility

Sorisomun may review the listing, payment, tracking, communications and evidence from both parties and may ask either party for additional information. Seller payout may remain on hold while a qualifying issue is under review.

Depending on the facts, Sorisomun may close the claim without a refund, require or approve a return, approve a partial refund, approve a full refund, release the Seller payout or cancel the payout. The appropriate outcome depends on the nature of the problem and the available evidence.

A refund decision and a shipping-cost-responsibility decision are separate. Sorisomun does not automatically charge the Seller merely because a Buyer Protection claim is approved. Where the evidence shows that the problem is attributable to Seller-controlled fulfilment, such as sending the wrong artwork, a material mismatch with the listing, or Seller-attributable packaging or condition, Sorisomun may record the Seller as responsible for applicable carrier costs. Carrier loss, carrier-caused damage and similar non-Seller events are reviewed separately.

7. Returns

Where a return is required or approved, the Buyer must follow the return address, packaging, timing and shipping instructions provided through the Sorisomun resolution. A trackable shipping method should be used where reasonably appropriate.

Where Sorisomun records the claim as Seller-responsible and a return is required, Sorisomun may provide a Seller-paid return label and record the actual carrier cost as a Seller financial adjustment. No penalty or Sorisomun markup is added to that carrier cost.

Where shipping responsibility is not assigned to the Seller, the written Sorisomun resolution and any applicable mandatory law determine how return shipping is handled.

8. Refunds

An approved full Buyer Protection refund returns the full original marketplace payment, including the artwork price, Sorisomun Care fee and original shipping price with its fixed €0.30 shipping-handling amount.

If a full refund is approved and Sorisomun has separately recorded Seller responsibility for the fulfilment problem, Sorisomun may allocate the actual original outbound carrier cost to the Seller. Any Seller parcel-overage amount already recorded for the same shipment is credited first so the same provider cost is not charged twice.

An approved partial refund returns the amount stated in the Sorisomun resolution. Original shipping and its included €0.30 handling amount are not automatically included in an item-only partial refund while other copies from the same shipment remain with the Buyer. A partial claim does not create a new outbound-shipping adjustment, although an applicable Seller-paid return label can still be recorded for returned copies.

Where a return forms part of the resolution, Sorisomun may wait until the returned artwork is received or the Buyer provides adequate proof of return before the refund is issued. Payment-provider processing times may apply after Sorisomun initiates a refund.

9. Abuse and fraudulent claims

False statements, fabricated or altered evidence, intentional damage, duplicate recovery attempts, payment abuse or other misuse of Buyer Protection is prohibited. Sorisomun may reject a claim, restrict account features, suspend an account or take other proportionate action where abuse or fraud is reasonably established.

10. Reconsideration and mandatory rights

A Buyer or Seller may ask Sorisomun to reconsider a platform decision when relevant new information or evidence becomes available. Sorisomun may maintain or revise its decision after reviewing that information.

Buyer Protection is a platform process and does not replace any right, remedy or responsibility that cannot legally be excluded or restricted. Mandatory law takes priority where it conflicts with this policy.

11. Related policies

12. Contact

Include the order number and use the email address connected to your Sorisomun account.