Last updated: 18 July 2026
“This translation is provided for information purposes only. In the event of a dispute, only the French version shall prevail.”
Table of contents
- Purpose and scope
- Identity of the seller
- Definitions
- Products
- Prices
- Orders
- Payment
- Delivery
- Transfer of risk
- Right of withdrawal
- Returns and refunds
- Legal guarantee of conformity
- Guarantee against hidden defects
- Liability
- Customer service and complaints
- Protection of personal data
- Intellectual property
- Mediation and dispute resolution
- Governing law and jurisdiction
- Amendment of the GTC
- Miscellaneous provisions
- Annex — Model withdrawal form
1. Purpose and scope
These General Terms and Conditions of Sale (hereinafter “GTC“) govern all sales of products made on the website ekomfort.lu (hereinafter “the Site“), operated by SAKEPIXEL S.à r.l.-S (hereinafter “ekomfort“).
The GTC apply to any order placed by a consumer (hereinafter “the Customer“) residing in Luxembourg, France, Belgium or Germany.
By placing an order on the Site, the Customer acknowledges having read these GTC and accepts them fully and without reservation.
ekomfort reserves the right to amend these GTC. The applicable GTC are those in force on the date of the order.
2. Identity of the seller
- Company name: SAKEPIXEL S.à r.l.-S
- Legal form: Simplified limited liability company (SARL-S)
- Share capital: 1,200 euros
- Registered office: 13, rue Anna Lindh, L-4547 Differdange, Luxembourg
- RCS Luxembourg: B286895
- Intra-Community VAT number: LU35860625
- E-mail: [email protected]
- Telephone: +352 661 201 619
3. Definitions
- Customer: any natural person acting for purposes which are outside their trade, business, craft or profession (a consumer within the meaning of Directive 2011/83/EU).
- Order: the act by which the Customer undertakes to purchase one or more products and ekomfort undertakes to deliver them.
- Product(s): item(s) of responsible and sustainable fashion offered for sale on the Site.
4. Products
4.1 Product descriptions
The products offered on the Site are described as accurately as possible. Product photographs and descriptions are provided for guidance only. In the event of a minor difference between the photograph and the delivered product (in particular colour variations due to screen rendering), ekomfort cannot be held liable.
4.2 Availability
Product offers are valid while stocks last. If a product becomes unavailable after an order has been placed, the Customer will be informed as soon as possible and may choose between:
– Waiting for the product to be restocked
– Cancelling the order and receiving a full refund
4.3 Main characteristics
In accordance with Article 6(1)(a) of Directive 2011/83/EU, the main characteristics of each product (material, size, colour, composition, care, brand, origin) are indicated on the product page.
5. Prices
5.1 Price display
Prices are indicated in euros (€), inclusive of all taxes, including the VAT applicable in the country of delivery.
Delivery costs are not included in the product price and are indicated separately before the order is confirmed.
5.2 Price changes
ekomfort reserves the right to change its prices at any time. Products are invoiced at the price in force at the time the order is confirmed.
5.3 Price reductions (Omnibus Directive)
In accordance with Directive (EU) 2019/2161, any announcement of a price reduction indicates the lowest price applied during the 30 days preceding the reduction. For products on sale for less than 30 days, the reference period runs from the date they were put on sale.
5.4 Price personalisation
The prices displayed on the Site are not subject to any personalisation based on automated decision-making or profiling.
6. Orders
6.1 Ordering process
Orders are placed in the following steps:
1. Selecting the product(s) and adding them to the basket
2. Checking the contents of the basket
3. Identification (logging in or creating an account)
4. Choosing the delivery method
5. Choosing the payment method
6. Checking the order summary (products, unit prices, delivery costs, total amount including tax)
7. Accepting these GTC
8. Confirming the order with an obligation to pay
6.2 Obligation to pay
In accordance with Article 8(2) of Directive 2011/83/EU, the order confirmation button bears the explicit wording “Order with obligation to pay” or an equivalent unambiguous formulation, clearly indicating that placing the order entails an obligation to pay.
6.3 Order confirmation
After confirming the order, the Customer receives a confirmation e-mail summarising the essential elements of the order (order number, products, price, delivery address, right of withdrawal).
6.4 Archiving
In accordance with the Luxembourg law of 14 August 2000 on electronic commerce, the electronic contract is archived in a reliable and durable manner. The Customer can access it from their personal account.
7. Payment
7.1 Payment methods
The Customer may pay for their order using the following payment methods:
– Bank card (Visa, Mastercard)
– Bancontact
– Apple Pay / Google Pay
Payment is processed securely by our payment provider Stripe, certified PCI DSS Level 1.
7.2 Payment security
The Customer’s bank details are transmitted directly to Stripe via a secure connection (TLS/SSL). ekomfort does not store any bank card data on its servers.
Strong customer authentication (3D Secure 2) may be required in accordance with Directive (EU) 2015/2366 (PSD2).
7.3 Debiting
The order amount is debited at the time the order is confirmed.
7.4 Payment failure
In the event of non-payment or rejection of the transaction, the order is automatically cancelled. The Customer is informed by e-mail.
8. Delivery
8.1 Delivery areas
ekomfort currently delivers to the following countries:
– Luxembourg
– France (mainland)
– Belgium
– Germany
8.2 Delivery methods and times
| Delivery method | Estimated time | Costs |
|---|---|---|
| Standard — Luxembourg / Greater Region | 2 to 4 working days | Free from €150 of purchase; [FRAIS_LIVRAISON] below this threshold |
| Standard — France / Germany (outside the Greater Region) | [DELAIS_FR_DE_HORS_GRANDE_REGION] | Free from €150 of purchase; [FRAIS_LIVRAISON] below this threshold |
The above delivery times are indicative and run from the dispatch confirmation. The free delivery threshold is €150 of purchase. Orders are shipped by our logistics partner from the European Union, via the carrier [TRANSPORTEUR] .
8.3 Late delivery
In accordance with Article 18 of Directive 2011/83/EU, if no delivery time has been agreed, delivery shall take place no later than 30 days after the conclusion of the contract.
In the event of a delay, the Customer may:
1. Grant ekomfort a reasonable additional period
2. If the product is not delivered within this additional period, terminate the contract and obtain a full refund within 14 days
Exception: If the delivery time was an essential element of the contract (e.g. an order for a specific event communicated to ekomfort), the Customer may terminate the contract immediately.
For more details, please see our Shipping and delivery policy.
9. Transfer of risk
In accordance with Article 20 of Directive 2011/83/EU, the risk of loss of or damage to the products passes to the Customer when the Customer (or a third party designated by the Customer) takes physical possession of the goods.
If the Customer uses a carrier other than the one proposed by ekomfort, the risk passes when the goods are handed over to the carrier.
10. Right of withdrawal
10.1 Principle
In accordance with Articles 9 to 16 of Directive 2011/83/EU (transposed into Luxembourg law), the Customer has a right of withdrawal of 14 calendar days from receipt of the product (or of the last product in the case of an order for several items delivered separately), without having to give any reason or pay any penalty.
10.2 Exercising the right of withdrawal
To exercise this right, the Customer must notify their decision to withdraw by means of an unambiguous statement:
– Using the model withdrawal form annexed hereto
– By e-mail to [email protected]
– By post to SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg
The Customer may also exercise their right of withdrawal directly from their personal account on the Site.
ekomfort will send the Customer an acknowledgement of receipt of their withdrawal on a durable medium (e-mail).
10.3 Effects of withdrawal
In the event of withdrawal:
– Refund: ekomfort will refund all payments received from the Customer, including standard delivery costs, within 14 days of receiving the withdrawal notification.
– Deferral: ekomfort may defer the refund until the returned product has been received or until the Customer has provided proof of shipment, whichever occurs first.
– Refund method: The refund is made using the same payment method as that used for the order, unless the Customer expressly agrees to another method.
10.4 Return costs
Return costs are borne by the Customer, unless the product is defective or non-conforming.
10.5 Customer’s liability
The Customer is 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.
10.6 Exceptions to the right of withdrawal
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
– Goods made to the Customer’s specifications or clearly personalised
– Goods liable to deteriorate or expire rapidly
– Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery
– Goods which, after delivery, are inseparably mixed with other items
For more details, please see our Right of withdrawal page.
11. Returns and refunds
ekomfort grants the Customer a commercial return period of 30 days from receipt of the product, which includes the statutory 14-day withdrawal period.
For detailed return and refund arrangements (procedure, conditions, time limits), please see our Return and refund policy.
12. Legal guarantee of conformity
12.1 Principle
All products sold on the Site benefit from the legal guarantee of conformity provided for by Directive (EU) 2019/771 (transposed in Luxembourg by the law of 8 December 2021).
ekomfort is required to deliver goods that conform to the contract. Goods are in conformity when they:
– Correspond to the description, type, quantity and quality stipulated in the contract
– Are fit for the purpose ordinarily expected of goods of the same type
– Possess the qualities and characteristics normal for goods of the same type
12.2 Duration
The legal guarantee of conformity applies for 2 years from delivery of the goods.
12.3 Presumption of pre-existence
Any lack of conformity which becomes apparent within 2 years of delivery of the goods is presumed to have existed at the time of delivery, unless proven otherwise.
Note for France: This 2-year presumption complies with the French law of 9 March 2023.
12.4 Customer remedies
In the event of a lack of conformity, the Customer is entitled to:
1. Having the goods brought into conformity (repair or replacement, at the Customer’s choice)
2. Where this is impossible or disproportionately costly: a price reduction or termination of the contract
The Customer is not required to make any payment for bringing the goods into conformity.
13. Guarantee against hidden defects
In accordance with Articles 1641 et seq. of the Luxembourg Civil Code, the Customer may bring a claim under the guarantee against hidden defects within 2 years of discovering the defect.
14. Liability
14.1 Liability of ekomfort
ekomfort is the seller of the products offered on the Site and is responsible for:
– The conformity of the products with their description
– The quality and safety of the products
– Compliance with delivery times
– The performance of the obligations relating to the legal guarantee of conformity
– Compliance with the right of withdrawal
14.2 Force majeure
ekomfort cannot be held liable in cases of force majeure within the meaning of Luxembourg and European case law.
15. Customer service and complaints
For any question or complaint:
- E-mail: [email protected]
- Telephone: +352 661 201 619
- Contact form: /en/contact/
- Post: SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg
ekomfort undertakes to acknowledge receipt of any complaint within 48 working hours and to respond to it within a reasonable time.
16. Protection of personal data
Personal data collected in connection with orders is processed in accordance with our Privacy policy.
17. Intellectual property
All elements of the Site (texts, images, logos, trademarks, design) are protected by intellectual property law. Any unauthorised reproduction is prohibited.
18. Mediation and dispute resolution
18.1 Prior complaint
In the event of a dispute, the Customer is invited to contact ekomfort’s customer service first in order to seek an amicable solution.
18.2 Mediation
If the dispute is not resolved amicably, the Customer may have free recourse to a consumer mediator:
Luxembourg:
Service National du Médiateur de la Consommation — mediateur.lu
France:
Service National du Médiateur de la Consommation (Luxembourg) — mediateur.lu
Belgium:
Service de Médiation pour le Consommateur — mediationconsommateur.be
Germany:
In accordance with § 36 VSBG, we inform you that we do not participate in dispute resolution proceedings before a consumer arbitration board.
18.3 Legal action
If mediation fails, the dispute may be brought before the competent courts in accordance with Article 19 below.
19. Governing law and jurisdiction
19.1 Governing law
These GTC are governed by Luxembourg law.
19.2 Mandatory consumer protection
In accordance with Article 6(2) of Regulation (EC) 593/2008 (Rome I), the choice of Luxembourg law does not deprive the Customer of the protection afforded by the mandatory provisions of the law of their country of habitual residence.
In particular:
– Consumers residing in France benefit from the mandatory protections of the French Consumer Code
– Consumers residing in Belgium benefit from the mandatory protections of the Belgian Code of Economic Law
– Consumers residing in Germany benefit from the mandatory protections of German consumer law (BGB)
19.3 Jurisdiction
In the event of a dispute, the consumer Customer may bring proceedings, at their choice, before:
– The court of the place of their domicile
– The court of the place of ekomfort’s registered office (Luxembourg)
20. Amendment of the GTC
ekomfort reserves the right to amend these GTC at any time. The GTC applicable to an order are those accepted by the Customer at the time that order is confirmed.
21. Miscellaneous provisions
21.1 Entire agreement
These GTC constitute the entire agreement between the Customer and ekomfort with regard to the purchase of products on the Site.
21.2 Partial invalidity
If any clause of these GTC is declared void or unenforceable by a court decision, the other clauses shall remain in force and retain their full effect.
21.3 Waiver
The fact that ekomfort does not invoke a breach by the Customer of any of their obligations shall not be interpreted as a waiver of the obligation in question.
Annex — Model withdrawal form
(Form in accordance with Annex I(B) of Directive 2011/83/EU)
To: SAKEPIXEL S.à r.l.-S, 13, rue Anna Lindh, L-4547 Differdange, Luxembourg — [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: ________
- 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 the Withdrawal form page and accessible from your personal account.
Legal bases:
– Directive 2011/83/EU (Consumer Rights), in particular Articles 6, 8, 9-16
– Directive (EU) 2019/2161 (Omnibus)
– Directive (EU) 2019/771 (Guarantee of conformity)
– Luxembourg Consumer Code
– Luxembourg law of 14 August 2000 (electronic commerce)
– Luxembourg law of 8 December 2021 (guarantee of conformity)