Merchandise Terms & Returns

1. Who is the Seller?

When an item is identified as official Sorisomun merchandise or is sold through Sorisomun's merchandise checkout, Sorisomun is the Seller of that product. The purchase is not a marketplace artwork sale between a Buyer and another Sorisomun Seller.

Mandatory consumer rights that apply to purchases from a trader therefore apply to official Sorisomun merchandise and are not limited by the Seller-status rules used for marketplace artworks.

2. Product and price information

The product description, main characteristics, quantity, price, currency, available delivery options and any additional charges are shown before payment. Sorisomun may correct an obvious pricing or product-information error before accepting an order, subject to mandatory law.

The 12% marketplace Seller commission, 5% Sorisomun Care fee and artwork-specific shipping-handling rules do not apply to official Sorisomun merchandise unless the merchandise checkout expressly says otherwise.

3. Payment and order acceptance

Merchandise payments are processed through Sorisomun's payment provider. Payment confirmation does not remove any statutory cancellation, withdrawal, delivery, conformity or guarantee right.

If a paid item cannot be supplied, Sorisomun will not silently substitute another product. We will contact the Buyer and provide an appropriate solution, including a refund where required.

4. Delivery and risk

The delivery method, destination and applicable delivery charge are shown before checkout. Where Sorisomun arranges the carrier, the risk of accidental loss or damage remains with Sorisomun until the goods are delivered to the consumer or a person designated by the consumer, except where mandatory law provides otherwise.

If no specific delivery period has been agreed, mandatory statutory delivery rules remain applicable. A Buyer retains any legal remedy available for late or failed delivery.

5. 14-day right of withdrawal

For merchandise covered by the statutory right of withdrawal, a consumer may withdraw from the purchase without giving a reason within 14 days after receiving the goods.

If one order contains multiple goods delivered separately, the withdrawal period is calculated according to the mandatory rules applicable to the final relevant delivery.

This statutory right is separate from any voluntary return policy Sorisomun may offer.

6. How to exercise withdrawal

To withdraw, the consumer must send Sorisomun a clear statement before the withdrawal period expires. No reason is required. An email is sufficient.

The statement should include the order number, the item being returned, the Buyer's name and a clear statement that the Buyer is withdrawing from the merchandise purchase.

The online function is an additional method for submitting a clear withdrawal statement. Consumers may also use another lawful method, including email.

Using a particular wording or form is not required where the Buyer otherwise makes an unambiguous withdrawal statement.

7. Returning goods after withdrawal

After exercising the right of withdrawal, the Buyer must return or hand back the goods within 14 days, unless Sorisomun has offered to collect them. The Buyer should request or follow the return instructions provided by Sorisomun so the return can be identified correctly.

For a change-of-mind withdrawal, the Buyer bears the direct cost of returning the goods unless Sorisomun agrees to pay that cost or mandatory law places the cost on Sorisomun. This does not apply to a return required because the product is defective, incorrect or otherwise non-conforming, for which Sorisomun bears the costs that the law requires the Seller to bear.

A consumer may inspect and handle the product only as necessary to establish its nature, characteristics and functioning, similar to what would reasonably be possible in a physical shop. Where the law permits, the consumer may be responsible for diminished value caused by handling beyond what is necessary for that purpose.

8. Refund after withdrawal

After a valid statutory withdrawal, Sorisomun will reimburse the payments required by law, including the original standard delivery charge. If the Buyer chose a more expensive delivery method than the least expensive standard option offered, Sorisomun does not have to refund the additional delivery premium unless mandatory law requires otherwise.

The refund will be made without undue delay and no later than the statutory deadline, using the same payment method where required unless another method is expressly agreed. For goods, Sorisomun may withhold reimbursement until the goods have been received back or the Buyer supplies adequate evidence of return, whichever occurs first, where the law permits this.

Sorisomun does not charge a restocking or administrative fee merely because a consumer validly exercises the statutory right of withdrawal.

9. Exceptions to withdrawal

The statutory 14-day withdrawal right does not apply where a legal exception applies. For example, this can include goods made to the consumer's specifications or clearly personalised goods.

Sorisomun will identify a relevant withdrawal exception before purchase where the law requires that information. A product is not treated as exempt merely because Sorisomun would prefer not to accept a return.

10. Faulty, damaged, incorrect or misdescribed merchandise

A defective, damaged, incomplete, incorrect or materially misdescribed product is not treated as a simple change-of-mind return. Consumers retain their statutory conformity and guarantee rights.

Depending on the circumstances and mandatory law, the Buyer may be entitled to a free repair or replacement and, where an adequate repair or replacement is unavailable, disproportionate, unsuccessful or not provided within a reasonable time, an appropriate price reduction or refund.

Sorisomun bears the return, repair, replacement and redelivery costs that mandatory law requires the Seller to bear for a non-conforming product.

11. Statutory guarantee

Official Sorisomun merchandise must conform to the contract and have the quality, durability, functionality and characteristics that a consumer may reasonably expect from the product and the information provided at sale.

The statutory guarantee is not replaced or shortened by any optional manufacturer's or commercial warranty. Under Dutch law, the period during which a consumer may expect a product to remain sound depends on matters such as the product type, price, statements made about it and its reasonably expected useful life. Mandatory EU minimum protection also remains applicable.

12. Cancellation before dispatch

A Buyer may contact Sorisomun before dispatch to request cancellation. Where the order can still be stopped, Sorisomun may cancel it directly. This operational option does not reduce the statutory withdrawal right where that right applies.

13. Relationship with marketplace artwork rules

Marketplace artwork purchases may be from either a Private Seller or an approved Professional Seller. For a genuine Private Seller, the standard EU 14-day consumer withdrawal right generally does not apply merely because the artwork was bought online. For an eligible online consumer purchase from a Professional Seller, applicable trader-to-consumer rights generally include a statutory 14-day withdrawal period unless a legal exception applies.

The artwork marketplace's two-hour cancellation window, two-day delivery review period and Sorisomun Care rules do not replace the statutory consumer rights that apply when Sorisomun itself sells merchandise as a trader.

14. Mandatory law

Nothing in these terms excludes, restricts or replaces a consumer right or Seller responsibility that cannot legally be excluded or restricted. Mandatory law takes priority where these terms conflict with it.

15. Contact

For a merchandise withdrawal, return, defect, delivery problem or refund question, contact:

Include the merchandise order number and the email address used for the purchase.