Right of withdrawal

Last updated: 03/08/2026

Table of contents

  1. Your right of withdrawal
  2. Withdrawal period
  3. How to exercise your right
  4. Effects of withdrawal
  5. Returning the products
  6. Exceptions to the right of withdrawal
  7. Model withdrawal form
  8. Contact

1. Your right of withdrawal

Under Articles 9 to 16 of Directive 2011/83/EU on consumer rights, as transposed into Luxembourg law, you have a right of withdrawal.

This right allows you to return a product bought at a distance on the ekomfort.lu Site and to obtain a full refund, without having to justify your decision and without incurring any penalty.

2. Withdrawal period

2.1 Standard period

You have 14 calendar days to exercise your right of withdrawal.

Good to know: Independently of this statutory 14-day period, ekomfort grants you a commercial return window of 30 days, which includes the statutory withdrawal period. See our Return policy.

2.2 When the period starts

The period runs from:

Situation Starting point
Order of a single item The day on which you (or a third party you have designated, other than the carrier) take physical possession of the goods
Order of several items delivered separately The day you receive the last item
Order of an item delivered in several lots The day you receive the last lot
Contract for regular delivery of goods The day you receive the first item

2.3 Expiry of the period

If the last day of the 14-day period falls on a Saturday, Sunday or public holiday, the period is extended to the next working day.

2.4 Failure to inform

If ekomfort has not informed you of your right of withdrawal as required by law, the withdrawal period is extended by 12 months from the expiry of the initial 14-day period (a total of 12 months and 14 days).

If that information is provided to you during those 12 months, the withdrawal period expires 14 days after the day on which you received it.

3. How to exercise your right

3.1 Notification

To exercise your right of withdrawal, you must inform us of your decision by an unambiguous statement (letter, email or online form).

You may use:

  1. The model withdrawal form below (Section 7) — recommended but not mandatory
  2. Email to [email protected], clearly stating your wish to withdraw, your order number and the item(s) concerned
  3. Post to: SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg

3.2 Acknowledgement of receipt

ekomfort will send you an acknowledgement of receipt of your withdrawal on a durable medium (email) as soon as possible.

3.3 Burden of proof

The burden of proving that the right of withdrawal was exercised within the period lies with you. We recommend keeping a record of your notification (email sent, acknowledgement of receipt, copy of the form).

4. Effects of withdrawal

4.1 Refund

In the event of withdrawal, ekomfort refunds all payments received, including delivery costs (limited to the cost of standard delivery — if you chose a more expensive delivery method, the difference remains at your expense).

4.2 Refund period

The refund is made no later than 14 days from the date on which we are informed of your decision to withdraw.

However, we may withhold the refund until:
– Receipt of the returned product, or
– Receipt of proof that the return has been dispatched

The date used is that of the earlier of these two events.

4.3 Refund method

The refund is made using the same means of payment as the one used for the initial transaction (bank card, Bancontact, Apple Pay or Google Pay via Stripe), unless you expressly agree to another refund method.

This refund incurs no charge for you.

5. Returning the products

5.1 Return period

You must send the product back no later than 14 days after communicating your decision to withdraw.

5.2 Return costs

For orders of €90 and above, the return is covered: a prepaid return label is sent to you and nothing is charged to you.

For orders below €90, the direct costs of returning are at your expense. You are free to choose the carrier and the shipping method. Returns go to the partner brand that shipped your item; to date, all our partner brands ship from Portugal.

No other charge is invoiced to you in connection with withdrawal: no administration fee, no restocking fee, no flat-rate deduction.

Exception: if the product is defective or not as described, the return costs are covered in full by ekomfort, whatever the value of your order.

5.3 Condition of the product

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

In practice: You may try the item on as you would in a shop (put it on, check the size, handle it). If, on the other hand, the item is worn for a prolonged period, washed, stained, damaged or stripped of its labels, a deduction may be applied to the refund.

5.4 Return address

Returns go to the partner brand that shipped your item. Its address is sent to you by email as soon as we receive your request, before you send anything back.

This request is purely a practical arrangement: it does not condition the validity of your withdrawal, which takes effect as soon as your statement is sent.

6. Exceptions to the right of withdrawal

Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to contracts for:

Exception Example
Goods made to the consumer’s specifications or clearly personalised Engraved item, embroidered with your initials
Goods liable to deteriorate or expire rapidly —
Sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery Underwear, swimwear (if the hygiene strip has been removed), piercing jewellery
Goods inseparably mixed with other items after delivery —
Digital content not supplied on a tangible medium where performance began with the consumer’s express consent and their waiver of the right of withdrawal —
Goods whose price depends on fluctuations in the financial market —
Supply of newspapers, periodicals and magazines (except subscriptions) —

If an exception applies to your order, you will be informed before it is confirmed.

7. Model withdrawal form

(In accordance with Annex I, Part B, of Directive 2011/83/EU)

Please complete and return this form only if you wish to withdraw from the contract.

To:
SAKEPIXEL S.à r.l.-S (ekomfort)
13, rue Anna Lindh
L-4547 Differdange
Luxembourg
Email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

  • Ordered on (*) / Received on (*): ______
  • Order number: ______
  • Description of the product(s): ______
  • Name of consumer(s): ______
  • Address of consumer(s): ______
  • Signature of consumer(s) (only if this form is notified on paper): ______
  • Date: ______

(*) Delete as appropriate.

This form is also available:
– On its own page: Withdrawal form
– As an annex to our Terms and Conditions of Sale

8. Contact

For any question about the right of withdrawal:

Legal bases:
– Directive 2011/83/EU, Articles 9 to 16 and Annex I (Parts A and B)
– Luxembourg Consumer Code
– French Consumer Code, Articles L. 221-18 to L. 221-28
– Belgian Code of Economic Law, Book VI
– German BGB, §§ 355 et seq.