Return and refund policy

Last updated: 27/08/2026

Table of contents

  1. At a glance
  2. Right of withdrawal (14 days) and commercial period (30 days)
  3. The condition the item must be returned in
  4. How to return an item
  5. Return costs
  6. Refund
  7. Exchanges
  8. Non-returnable items
  9. Faulty or non-conforming products
  10. Legal guarantee of conformity
  11. Contact

1. At a glance

Summary of our return policy: – Return period: 30 days after receiving your order (ekomfort commercial period, which includes the 14 statutory days of withdrawal) – Return costs: free from €90 of purchase — at your expense below that — always covered by us if the item is faulty or non-conforming – Refund period: 14 days at most after we receive the returned item – Refund method: the same means of payment used for your order – Legal guarantee: 2 years for conformity defects

2. Right of withdrawal (14 days) and commercial period (30 days)

In accordance with Directive 2011/83/EU and the Luxembourg Consumer Code, you have a right of withdrawal of 14 calendar days from the date you receive your parcel, without having to justify your decision.

For orders containing several items delivered separately, the period runs from receipt of the last item.

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

Beyond this statutory period, ekomfort grants you a commercial return period of 30 days from receipt of your order, which includes the 14 statutory days of withdrawal.

For more details on the right of withdrawal (how to exercise it, its effects, its exceptions), see our Right of withdrawal page.

3. The condition the item must be returned in

For a full refund, the item must come back to us in the condition in which you received it:

  • Not worn beyond trying it on — as you would in a shop
  • Not washed, not altered, not damaged
  • Original labels still attached
  • Packaged so as to be protected during transport

You may try the item on as you would in store: check the size, the cut, the material. An item that has been worn at length, washed, stained or damaged has, however, lost value, and that loss is deducted from your refund.

This deduction corresponds to the loss of value observed. It may reach the full price where the item can no longer be sold.

4. How to return an item

Step 1 — Return request

You can start your return in any of the following ways:

  • By email: [email protected] — stating your order number and the item or items concerned
  • Using the withdrawal form available here or appended to our Terms and conditions of sale
  • By post: SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg

Do not send your parcel to this address. Our items are shipped and taken back by the partner brand: the return address is different and is sent to you by email as soon as we receive your request. A parcel sent to our registered office could not be processed.

Step 2 — Preparing the parcel

  1. Pack the item carefully in its original packaging or in suitable packaging
  2. Slip a note into the parcel with your order number, so that we can identify it on arrival
  3. Write on the parcel the return address that was sent to you by email

Step 3 — Sending the parcel

Send the item back within 14 days of your return request.

If your return is covered by us — orders of €90 and above, or faulty or non-conforming items: we send you a prepaid return label with the address. Attach it to the parcel and hand it in to the carrier indicated, usually the one that delivered to you. Nothing is charged to you.

If your return is at your expense — orders below €90: you are free to choose the carrier and the shipping method. We recommend a tracked shipment: if the parcel is lost, tracking is the only way to establish that you did send the item back to us.

Tip: Keep the proof of shipment (drop-off receipt, tracking number) until your refund is confirmed.

Step 4 — Tracking and refund

You receive a confirmation email as soon as your return has been processed and your refund initiated. For any question about its progress, write to us at [email protected] quoting your order number.

5. Return costs

Orders of €90 and above

The return is covered by us. We send you a prepaid label: nothing is charged to you.

Orders below €90

The direct costs of returning the goods are at your expense. You choose the carrier and the shipping method yourself. Returns go to the partner brand that shipped your item; to date, all our partner brands ship from Portugal.

Faulty or non-conforming items

Return costs are fully covered by ekomfort, whatever the value of your order.

In no case is any other charge applied to you: no handling fee, no restocking fee, no flat-rate deduction.

6. Refund

6.1 Period

The refund is made within a maximum of 14 days from:

  • receipt of the returned item, or
  • receipt of proof that the return was sent (whichever is earlier)

6.2 Refund method

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

6.3 Amount refunded

The refund covers:

  • the price of the returned product
  • the initial delivery costs (standard delivery only)

Exception: If the order included several items and you return only some of them, the initial delivery costs are not refunded.

6.4 Possible deduction

The amount refunded may be reduced in the event of diminished value of the goods resulting from handling beyond what was necessary to examine the item (worn, washed, stained, label removed, and so on).

7. Exchanges

ekomfort does not offer direct exchanges. If you would like a different size or colour:

  1. Return the item following the procedure above
  2. Place a new order for the item you want

8. Non-returnable items

In accordance with Article 16 of Directive 2011/83/EU, the following items cannot be returned:

  • Items made to measure or clearly personalised
  • Sealed items which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery (e.g. underwear, swimwear whose protective film has been removed, piercing jewellery)
  • Items liable to deteriorate or expire rapidly
  • Items inseparably mixed with others after delivery

9. Faulty or non-conforming products

If you receive a product that is:

  • different from the one you ordered
  • damaged in transit
  • affected by a manufacturing defect

please contact us as soon as possible by email at [email protected], quoting your order number.

Where possible, attach photographs of the product and the packaging. We will take care of the return and arrange a replacement or a full refund, return costs included.

Independently of the right of withdrawal, all products benefit from the legal guarantee of conformity:

  • Duration: 2 years from delivery
  • Presumption: any defect appearing within 2 years is presumed to have existed at the time of delivery
  • Remedies: repair or replacement, failing which a price reduction or termination of the contract
  • No cost to the consumer (return, repair, replacement)

Legal bases: Directive (EU) 2019/771, transposed by the Luxembourg law of 8 December 2021

Consumers resident in France additionally benefit from the specific provisions of the French Consumer Code (Articles L. 217-1 et seq.).

For any claim under the legal guarantee, please contact our customer service.

11. Contact

For any question about returns and refunds:

Legal bases: – Directive 2011/83/EU, Articles 9 to 16 (right of withdrawal) – Directive (EU) 2019/771 (guarantee of conformity) – Luxembourg Consumer Code – Luxembourg law of 8 December 2021