Returns & Withdrawal Policy

1. Seller status matters

Sorisomun supports both Private Sellers and approved Professional Sellers. The Seller status shown before purchase is based primarily on the Seller's declaration and Sorisomun's review. Sellers must keep that status accurate. A platform label does not override a different classification imposed by mandatory law.

Private Sellers sell outside their trade, business, craft or profession. Professional Sellers sell as part of that activity and must complete the required Professional Seller verification before Professional checkout is enabled.

2. Two-hour Sorisomun cancellation window

For marketplace artwork orders, a Buyer may cancel directly through Sorisomun for a full refund during the first two hours after purchase. This platform cancellation window applies to both Private and Professional Seller artwork orders.

After two hours, an ordinary change-of-mind cancellation requires Seller approval unless a statutory withdrawal right, Buyer Protection remedy or another mandatory legal right applies. Where an eligible pre-shipment cancellation is approved by the Seller, Sorisomun processes a full refund of the original marketplace payment.

3. Private Seller purchases

The standard EU 14-day change-of-mind withdrawal right generally does not apply to goods bought online from a genuine private individual. A Private Seller therefore does not have to accept a return solely because the Buyer changed their mind after the Sorisomun two-hour cancellation period, unless another mandatory right applies.

This does not remove Sorisomun Buyer Protection for qualifying order problems or any right that cannot legally be excluded.

4. Professional Seller statutory withdrawal

For an online consumer purchase from a Professional Seller, applicable trader-to-consumer rules apply. Where no legal exception applies, the Buyer generally has a statutory 14-day period after receiving the artwork to withdraw from the purchase without giving a reason.

Unless the Buyer and Professional Seller specifically agree another delivery time, the applicable EU distance-sale rule generally requires delivery without undue delay and no later than 30 days after the contract is concluded. If that deadline is missed, the consumer may require delivery within an additional period appropriate to the circumstances and may terminate the contract if delivery still does not occur, subject to statutory exceptions such as refusal to deliver or an essential agreed delivery date.

An exception can apply in circumstances recognised by law, including certain goods made to the consumer's specifications or clearly personalised. Sorisomun does not treat every original artwork as automatically personalised or excluded from withdrawal.

For eligible Professional Seller artwork orders, the Buyer can submit a statutory withdrawal notice through the Order Room. Sorisomun records the notice, holds payout and prevents outbound shipping activity that would conflict with an active withdrawal. The Seller or Sorisomun may provide return instructions as part of the process.

For a multi-copy Professional Seller order, Sorisomun also permits the Buyer and Seller to process a statutory withdrawal for only some of the copies through the platform. The Buyer chooses the quantity when submitting the withdrawal notice. That quantity and the corresponding refund calculation are fixed when the request is recorded so that later processing or retries cannot change the financial basis of the withdrawal.

When a valid statutory withdrawal follows delivery, Sorisomun may process the legally required Buyer reimbursement on the Professional Seller's behalf. The Professional Seller remains economically responsible to Sorisomun for the original outbound carrier cost attributable to the withdrawn artwork. For a partial withdrawal, only the withdrawn quantity's share is allocated. Any existing parcel-overage adjustment is credited first so the same carrier cost is not charged twice.

5. Delivery review and automatic completion

After delivery, the Buyer has 2 days to confirm that the artwork arrived safely or report a qualifying order problem through Sorisomun. Qualifying issues can include delivery damage, the wrong artwork, a material difference from the listing, suspected counterfeit work or another covered problem.

If the Buyer neither confirms delivery nor reports a qualifying issue during that 2-day platform review period, the Sorisomun order can become eligible for automatic completion.

For a Professional Seller order, completion of the 2-day Sorisomun review does not end the statutory withdrawal period. Professional payout remains held until the applicable withdrawal hold has expired and no active withdrawal, claim, refund or other payout block remains.

6. Returns and return shipping

Where a return is required, the Buyer should follow the return address, deadline, packaging and tracking instructions provided through the applicable Sorisomun process.

Responsibility for return shipping depends on the legal basis for the return, the information given before purchase, the Sorisomun resolution and mandatory law. A Buyer exercising a statutory change-of-mind withdrawal may have to bear the direct return cost where that responsibility was properly disclosed before purchase.

For a Buyer Protection or non-conformity case, Seller-paid return shipping is not assigned automatically merely because a claim exists. Where Sorisomun reviews the evidence and records that the problem is attributable to Seller-controlled fulfilment, Sorisomun may provide a Seller-paid return label and record the actual carrier cost as a Seller adjustment. Carrier loss, carrier-caused damage or another issue not attributable to Seller-controlled fulfilment is reviewed separately.

For a quantity-aware partial statutory withdrawal, the return instructions apply only to the selected copies. Copies retained by the Buyer remain part of the original order and are not treated as returned merely because another copy from the same order is withdrawn.

7. Refunds

A full refund under Sorisomun's direct cancellation process, a Seller-approved eligible pre-shipment cancellation, or an approved full Buyer Protection resolution returns the full original marketplace payment according to that process.

A statutory Professional Seller withdrawal follows the refund rules required by applicable consumer law. This generally includes the refundable standard outbound-delivery amount. Sorisomun Care and the one-time Sorisomun shipping-handling amount are not retained as platform revenue on a full statutory withdrawal. Refund timing can depend on whether the artwork must first be returned or valid proof of return is provided. Payment-provider processing times may also apply.

Where Sorisomun processes an agreed partial statutory withdrawal for a multi-copy Professional Seller order, the fixed refund snapshot includes the selected copies' proportional artwork price, proportional Sorisomun Care amount and the outbound shipping amount allocated by Sorisomun to those copies. If that withdrawal removes every remaining copy from the order, the calculation includes the original payment amount that remains refundable after any earlier managed refund. The Seller payout is recalculated only for the copies the Buyer keeps.

A full Seller-responsible Buyer Protection refund also returns the Buyer-facing original marketplace payment. Sorisomun may separately allocate the original outbound carrier cost to the Seller when Admin has recorded that the issue is attributable to Seller-controlled fulfilment. If a return is required, the actual Seller-paid return-label cost can be recorded separately. For a quantity refund where the Buyer keeps other copies from the same shipment, Sorisomun does not add a new outbound-shipping adjustment for the partial claim.

Partial Buyer Protection refunds and statutory partial withdrawals are separate processes and may use different shipping-cost rules because they arise for different legal and operational reasons. Mandatory law always takes priority over the platform calculation.

8. Buyer Protection and mandatory rights

Sorisomun Buyer Protection is a platform process for qualifying artwork-order problems. It is separate from a Professional Seller consumer's statutory withdrawal and conformity rights.

The 2-hour cancellation window, 2-day delivery review, Sorisomun Care fee and Buyer Protection process do not remove, shorten or replace mandatory legal rights that apply to a transaction.

Sorisomun Care does not create the Professional Seller's statutory withdrawal duty and does not by itself decide who ultimately bears carrier costs. Carrier-cost responsibility follows the applicable legal basis, the Seller Terms and the recorded Sorisomun resolution.

9. Official Sorisomun merchandise

Official Sorisomun merchandise is sold directly by Sorisomun rather than by a marketplace Seller. Separate trader-to-consumer rules apply.

Where the statutory withdrawal right applies, a consumer may generally withdraw from an online merchandise purchase without giving a reason within 14 days after receiving the goods. Statutory conformity and guarantee rights also remain applicable.

10. Mandatory law

Nothing in this policy excludes, restricts or replaces a right, remedy or responsibility that cannot legally be excluded or restricted. Mandatory law takes priority where it conflicts with this policy.

11. Online withdrawal functions

For eligible distance contracts concluded through Sorisomun's online interface, Sorisomun provides an online withdrawal function throughout the applicable withdrawal period. Professional Seller artwork withdrawals are submitted from the relevant Order Room; Sorisomun merchandise and Spotlight services have their own online withdrawal flows.

After the consumer confirms an online withdrawal, Sorisomun sends an acknowledgement on a durable medium without undue delay, including the content and the date and time of submission. The online function is additional to the statutory model withdrawal form and any other clear withdrawal statement permitted by law.

12. Contact

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