Returns & Withdrawal Policy

1. Seller status matters

Sorisomun allows approved Private Sellers and Professional Sellers to offer artworks. The Seller's status should be shown on the artwork page and before checkout.

Different return and consumer protection rules may apply depending on whether the artwork is purchased from a Private Seller or a Professional Seller.

2. Purchases from Professional Sellers

Where EU or national consumer law applies, a consumer who purchases an artwork online from a Professional Seller generally has a legal right to withdraw from the purchase without giving a reason.

The withdrawal period generally expires 14 days after the day on which the Buyer, or a person designated by the Buyer, receives the artwork.

This right is a statutory consumer right. It is separate from Sorisomun Buyer Protection and is not limited by the platform's 48-hour delivery issue reporting period.

3. Purchases from Private Sellers

The standard statutory 14-day consumer withdrawal right generally does not apply where the artwork is purchased from a Private Seller acting outside a professional, commercial or business activity.

A Private Seller may voluntarily accept a return, but is not required to do so solely because the Buyer changed their mind, unless mandatory law provides otherwise.

Buyers may still report qualifying problems such as non-delivery, serious damage, delivery of the wrong artwork, material misdescription, or authenticity concerns under the applicable Sorisomun Buyer Protection rules.

4. How to exercise the right of withdrawal

A Buyer must clearly inform Sorisomun and the Professional Seller that they wish to withdraw from the purchase before the applicable withdrawal period expires.

The notice should contain enough information to identify the order, including:

• • Buyer's full name
• • Order number
• • Artwork title
• • Date of purchase or delivery
• • A clear statement that the Buyer wishes to withdraw from the purchase

5. Returning the artwork

After validly exercising a right of withdrawal, the Buyer must return the artwork without undue delay and generally no later than 14 days after communicating the withdrawal.

Sorisomun or the Seller will provide the appropriate return instructions and return address. The Buyer should not return an artwork before receiving those instructions.

The artwork must be packed carefully and, where reasonably possible, returned using suitable protective packaging and a trackable delivery method.

Buyers should retain the shipping receipt, tracking information and photographs of the artwork and packaging until the return and refund are completed.

6. Return shipping costs

For a change-of-mind withdrawal from a Professional Seller, the Buyer generally bears the direct cost of returning the artwork, provided that this responsibility was disclosed before purchase.

If an artwork is defective, materially different from its description, damaged during a delivery arranged by the Seller, or the wrong artwork was delivered, return costs may instead be borne by the Professional Seller or handled under Sorisomun Buyer Protection.

Sorisomun or the Seller may provide a prepaid return label where appropriate. The availability of a prepaid label does not determine which party is ultimately responsible for the cost.

7. Refunds

For a valid statutory withdrawal from a Professional Seller, the amount paid for the artwork and the cost of the least expensive standard delivery option offered for the original order will generally be refunded as required by law.

Additional delivery costs resulting from the Buyer selecting a more expensive delivery option than the standard option do not have to be refunded where permitted by law.

The refund should generally be processed within 14 days after the withdrawal notice. However, the refund may be withheld until the artwork has been received back or the Buyer has supplied adequate evidence that it was returned, whichever occurs first.

Refunds will normally be issued using the original payment method, unless another method is expressly agreed and does not cause additional costs to the Buyer.

The handling of Sorisomun Care, platform fees, payment costs and other charges will depend on the reason for the return, mandatory law and the applicable Fees and VAT Policy.

8. Handling and diminished value

During the withdrawal period, a Buyer may inspect an artwork only to the extent reasonably necessary to establish its nature, characteristics and condition, comparable to an inspection that could take place in a physical shop.

The Professional Seller may be entitled to deduct an amount reflecting diminished value if the artwork has been handled beyond what was reasonably necessary, damaged, altered, framed, mounted, cleaned, restored, displayed in unsuitable conditions, or otherwise used in a way that reduces its value.

9. Custom-made and personalised artworks

The statutory right of withdrawal may not apply to an artwork made to the Buyer's specifications or clearly personalised for the Buyer.

This exception must be assessed based on the actual order. A standard, already completed original artwork is not automatically excluded from the withdrawal right merely because it is unique or handmade.

Where an exception applies, the artwork page and checkout should clearly inform the Buyer before the order is placed.

10. Damaged, incorrect or misdescribed artworks

A return involving transport damage, the wrong artwork, a material difference from the listing, suspected counterfeit work, or another serious conformity problem is not treated merely as a change-of-mind withdrawal.

Buyers should report visible delivery problems through Sorisomun as soon as possible and preferably within 48 hours after delivery so that packaging, carrier and condition evidence can be preserved.

This 48-hour platform reporting period does not remove or shorten mandatory statutory rights.

Sorisomun may request photographs, video, tracking information, packaging images, correspondence and other relevant evidence before deciding how to handle the claim.

11. Returning an artwork without approval

Except where mandatory law permits otherwise, Buyers should obtain return instructions before shipping an artwork back.

Sorisomun and the Seller are not responsible for loss, damage, delay, customs charges or delivery to an incorrect address caused by a Buyer returning an artwork without following the provided instructions.

12. Relationship with Buyer Protection

The statutory right of withdrawal and Sorisomun Buyer Protection are separate.

• • Withdrawal may allow an eligible consumer to cancel a Professional Seller purchase without giving a reason.
• • Buyer Protection concerns qualifying order problems such as non-delivery, damage, incorrect delivery or serious misdescription.

Neither Sorisomun Care nor Buyer Protection limits rights that cannot legally be excluded or restricted.

13. Sorisomun's role

Unless expressly stated otherwise, the sale contract is concluded between the Buyer and the Seller. Sorisomun facilitates the marketplace, payment process, communications and dispute handling.

Sorisomun may assist with withdrawal notices, return coordination and refunds but does not replace the Professional Seller's mandatory legal responsibilities.

14. Mandatory legal rights

Nothing in this policy excludes, restricts or replaces any mandatory consumer right or remedy available under applicable EU or national law.

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement takes priority.

15. Contact

Questions and withdrawal notices can be sent to:

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