Return and Refund Policy
Last updated: May 7, 2026
Document generated by the ekomfort Legal Pages team — legal review recommended prior to publication.
Legal basis: Directive 2011/83/EU (distance selling), Directive 2019/771/EU (guarantee of conformity), French Consumer Code (Art. L.221-18 to L.221-28, L.217-3 to L.217-28), Luxembourg Consumer Code, Belgian Economic Code (Book VI), German Civil Code (BGB) (§ 312g, § 355 to § 361, § 437).
Scope: ekomfort.lu — B2C distance selling within the European Union (FR, BE, LU, DE).
Table of Contents
- Preamble and Scope
- Cancellation period
- Procedures for Exercising the Right of Withdrawal
- Standard Withdrawal Form
- Product Return Policy
- Return shipping costs
- Refund Policy and Terms
- Exceptions to the right of withdrawal
- Step-by-step return procedure
- Legal warranty of conformity (2 years)
- Special cases
- Returns Contact
- Mediation and Dispute Resolution
1. Preamble and Scope
This Return and Refund Policy (the “ Politics ") applies to all orders placed on the website ekomfort.lu (the “ Website ") operated by:
SAKEPIXEL LLC
Simplified limited liability company under Luxembourg law
Share capital: 1,200 EUR
Luxembourg Commercial Register: B286895
Residence permit: 10167719/1
Intra-Community VAT: LU35860625
Headquarters: 13 Anna Lindh Street, L-4547 Differdange, Luxembourg
Phone: +352 661 201 619
General email: [email protected]
Returns email: [email protected]
This Policy applies exclusively to consumers within the meaning of Article 2 of Directive 2011/83/EU, that is, any natural person acting for the purpose of not within the scope of its commercial, industrial, craft, or professional activities. Les commandes professionnelles (B2B) sont régies par nos conditions générales de vente professionnelles, disponibles sur demande à [email protected].
This policy applies to orders delivered within the four jurisdictions the following:
- France (FR) — Application of the French Consumer Code
- Belgium (BE) — Application of the Economic Law Code, Book VI
- Luxembourg (LU) — Application of the LU Consumer Code
- Germany (DE) — Application of the BGB (German Civil Code), § 312g et seq.
Pour toute livraison hors UE, des conditions spécifiques peuvent s’appliquer. Contactez [email protected] avant toute commande hors UE.
2. Cancellation Period
2.1 Legal timeframe: 14 days
In accordance with Article 9 of Directive 2011/83/EU and its national transpositions, you have a 14-day period To exercise your right of withdrawal, without having to explain your decision nor to bear any costs other than those provided for in Articles 13(2) and 14 of the Directive.
The time limit begins on the day after the day the last item was received of your order:
- For a unique product : effective upon receipt of the product
- For a multiple-item order delivered in separate shipments : effective upon receipt of the latest product
- For a product shipped in batches : effective upon receipt of the last batch
2.2 ekomfort Commercial Extension: 30 days
ekomfort offers you a extended period of 30 calendar days to change one's mind, or 16 additional days beyond the 14-day legal deadline.
This extension is a commercial contract, which does not replace the statutory return period. From the 15th day through the 30th day, the ekomfort return policy applies (see Section 5).
| Period | Home | Terms and Conditions |
|---|---|---|
| Days 1–14 | Legal (EU 2011/83) | Item in good condition, pattern not shown |
| Days 15–30 | Sales Representative at ekomfort | Brand-new item, tag attached, original packaging |
| Day 31 and beyond | Back to non-political topics | Remedies available under the statutory warranty (Section 10) |
3. How to Exercise the Right of Withdrawal
To exercise your right of withdrawal within the applicable time limit, you must notify us of your decision before the deadline expires, in a statement unambiguous.
3.1 Accepted notification methods
You may notify us of your withdrawal by one of the following methods:
- Standard Form (below, section 4) to be completed and returned to us
- Email à
[email protected]avec objet « Rétractation commande #[numéro] » - Mail To: SAKEPIXEL SARL-S — Returns Department, 13 Anna Lindh Street, L-4547 Differdange, Luxembourg
- Any other clear statement (for example, a message sent via the Website's contact form)
Important : The burden of proof regarding the timely exercise of your right of withdrawal rests with you. Please keep a record of the acknowledgment of receipt for your notification (e.g., email sent, postal receipt, screenshot).
3.2 Receipt and Confirmation
ekomfort will send you an acknowledgment of receipt in a durable medium without delay (email) following your notification, in accordance with Article 11(3) of Directive 2011/83/EU.
4. Standard withdrawal form
In accordance with theAnnex I, Part B In accordance with Directive 2011/83/EU, here is the standard withdrawal form. You are not not required to use this form — a simple statement is sufficient.
À l'attention de :
SAKEPIXEL SARL-S
Service retours
13, rue Anna Lindh
L-4547 Differdange
Luxembourg
E-mail : [email protected]
------------------------------------------------------------
Je/Nous (*) vous notifie/notifions (*) par la présente
ma/notre (*) rétractation du contrat portant sur la vente
du bien (*) / pour la prestation de services (*) ci-dessous :
------------------------------------------------------------
Commandé le (*) ........................................
Reçu le (*) ............................................
Numéro de commande : ekomfort #.........................
Description du/des produit(s) concerné(s) :
........................................................
........................................................
Nom du/des consommateur(s) :
........................................................
Adresse du/des consommateur(s) :
........................................................
........................................................
Signature du/des consommateur(s)
(uniquement en cas de notification du présent formulaire
sur papier) :
........................................................
Date : ..................................................
------------------------------------------------------------
(*) Rayer la mention inutile.5. Product Return Policy
5.1 Product Condition
To receive a full refund, the returned product must be:
- New, unworn, unwashed, unaltered
- Accompanied by all of its original labels (product labels, brand labels, cardboard hangtags)
- In its original packaging (box, fabric bag, tissue paper)
- Accompanied by all included accessories (spare laces, protective bag, warranty certificates, if any)
5.2 Try-ons permitted
In accordance with Article 14(2) of Directive 2011/83/EU, you are authorized to handle and try out the product just as you would in a physical store, to determine its nature, features, and proper functioning.
Specifically for shoes : You can try them out indoors, on a clean floor (hardwood floors, carpet, tile), to check the size and comfort. Normal signs of indoor try-on (clean soles, no wear) does not affect your right to a full refund.
5.3 Impairment
In accordance with the aforementioned Article 14(2), your responsibility is only binding on the depreciation property resulting from tampering others other than those necessary to determine the nature, characteristics, and proper functioning of the property.
Examples of actions that result in a decrease in value (and therefore a partial or total deduction from the refund):
- Shoes worn outdoors (worn soles, dirt, scuffs)
- Clothing worn for longer than a quick try-on (odors, makeup stains, sweat)
- Laundered, dry-cleaned, and ironed
- Original label torn off or destroyed
- Original packaging damaged beyond normal wear and tear
ekomfort reserves the right, in the event of a confirmed loss of value, to withhold a proportional amount from the refund, after receiving a reasoned notice by email.
6. Return shipping costs
6.1 Default ekomfort Policy: Returns at the Customer's Expense
In accordance with Article 14(1) of Directive 2011/83/EU, direct costs of deportation of the property are at the consumer's expense, unless ekomfort agrees to cover them or failed to inform the consumer that the consumer was responsible for them.
For ekomfort, standard return shipping costs are the customer's responsibility and vary depending on the carrier and the region:
| Area | Recommended carrier | Estimated cost |
|---|---|---|
| Luxembourg | DPD pickup point | €4.90 |
| Mainland France | Mondial Relay | €4.90 |
| Belgium | DPD pickup point | €5.90 |
| Germany | UPS pickup location | €6.90 |
The estimated costs above are based on the rates negotiated by ekomfort. You are free to choose your own carrier, at your own expense and risk, provided that the return can be tracked.
6.2 Cases in which ekomfort covers return shipping costs
Return shipping costs are fully covered by ekomfort in the following cases:
- Product defective upon delivery (see Section 10 — Statutory Warranty of Conformity)
- Reference error or shoe size submitted by ekomfort
- Product does not match the description published on the Website
- Delivery incomplete (missing article)
- Product damaged during shipping (inspection upon delivery)
Dans ces cas, contactez [email protected] pour obtenir une prepaid return label.
6.3 Risk of loss or damage during return shipping
In accordance with general law, the risk of loss or damage to the product during return shipping is borne by the consumer. We strongly recommend:
- To use a shipping method traceable (package tracking)
- From keep proof of shipment (receipt of filing) until confirmation of reimbursement
- To take out a supplemental insurance for returns valued at over €200
7. Refund timeline and procedures
7.1 Legal time limit: 14 days
In accordance with Article 13(1) of Directive 2011/83/EU, ekomfort will refund you all payments received from you, including the initial shipping costs (except for additional charges in the event that the delivery method is more expensive than the standard option offered), within 14 days effective from the day we are notified of your decision to cancel.
7.2 Option to defer repayment
In accordance with Article 13(3) of Directive 2011/83/EU, ekomfort may defer the refund until the property is recovered or until you have provided a proof of shipment of these assets, the date chosen being the date of the first of these events.
In practice : transmettez votre numéro de suivi du retour à
[email protected]dès expédition pour accélérer le remboursement. Le remboursement intervient alors généralement sous 3 to 7 business days upon receipt or proof of shipment.
7.3 Refund Policy
The refund will be issued using the same payment method the same one you used for the initial transaction, unless you expressly agree otherwise. You will not be charged any fees in connection with this reimbursement.
| Down payment | Reimbursement method |
|---|---|
| Credit card (Stripe) | Credit to the card originally used |
| PayPal | Credit to the PayPal account originally used |
| SEPA transfer | SEPA transfer to the original account |
| Apple Pay / Google Pay | Credit on the underlying card |
| Gift certificate / store credit | Reissued (without expiration) |
7.4 Initial shipping costs: refund policy
The initial shipping costs are fully refunded in the event of a cancellation covering the entire order.
In the event of cancellation partial (if you keep some items and return others), the original shipping costs are not reimbursed provided that the retained order supports the original delivery.
Exception : If you selected a delivery method that is more expensive than the standard option offered by ekomfort (express delivery, same-day delivery, etc.), only the standard shipping cost is refunded.
8. Exceptions to the right of withdrawal
In accordance with Article 16 of Directive 2011/83/EU, certain product categories are excluded from the right of withdrawal.
For the ekomfort catalog (ethical vegan fashion), the following exceptions may apply:
| Exception (Directive 2011/83/EU, Article 16) | Application at ekomfort |
|---|---|
| (c) Goods manufactured in accordance with the customer specifications or highly customized | Custom items (custom embroidery, name embroidery, custom vegan leather engraving). No returns accepted unless there is a defect. |
| (e) Sealed items that cannot be returned for reasons of health or hygiene protection and which were unsealed after delivery | Underwear, socks: returns accepted only if the original hygienic packaging is intact and sealed. Once opened, there’s no going back. |
| (i) Provision ofaudio or video recordings, or software sealed and unsealed after delivery | Not applicable to the ekomfort catalog. |
| (m) Provision of a digital content not provided on physical media, performed with prior consent and express waiver | Not applicable to the ekomfort catalog. |
Please note : the shoes and clothing standard (non-customized, non-sterile, sealed) are fully entitled to the right of withdrawal subject to the terms and conditions set forth in Sections 2 through 7 above.
9. Step-by-step return procedure
Step 1 — Notify us of your cancellation (within 14 days / 30 days)
Send your notice of withdrawal by email à [email protected] (mode recommandé) en indiquant :
- Your order number (format :
ekomfort #[XXXX]) - The list of articles upside down
- The reason (optional, your choice)
You can use the standard form (Section 4) or write a free-form message. ekomfort will reply to you within 24 business hours with a confirmation of receipt and the return instructions (prepaid label, if eligible).
Step 2 — Prepare the package
Replace the returned items:
- In their original packaging (shoe box, fabric bag)
- Unopened labels, accessories included
- In a outer box sturdy enough for transport
- With a a copy of your purchase order or a note indicating your order number
Step 3 — Ship the package
Drop off your package at the carrier (DPD, Mondial Relay, UPS, or another trackable carrier) to the address specified in the return instructions.
Standard return address :
SAKEPIXEL LLC — Returns Department
13 Anna Lindh Street
L-4547 Differdange
Luxembourg
Keep your receipt and Please provide the tracking number à [email protected].
Step 4 — Tracking the Return
You will receive two email notifications :
- Confirmation of Receipt Delivery of the package by ekomfort (1–5 business days after pickup, depending on the carrier)
- Quality Control Confirmation and initiation of the refund (within 48 hours of receipt)
Step 5 — Refund
The refund will be credited to your original payment method within 14 days within 14 days of your notice of withdrawal, and generally within 3 to 7 business days after quality control has been confirmed.
Time it takes for a transaction to appear in your bank account : Depending on your bank, the loan may appear on your statement under 2 to 5 business days additional costs after we initiate the refund.
10. Statutory warranty of conformity (2 years)
Regardless Under the right of withdrawal described above, you are entitled to statutory warranty of conformity provided for by the Directive (EU) 2019/771, transposed into national laws.
10.1 Term and Scope
| Jurisdiction | Duration | Reference |
|---|---|---|
| France | 2 years effective upon delivery | Consumer Code, Art. L.217-3 et seq. |
| Belgium | 2 years effective upon delivery | Economic Code, Book VI |
| Luxembourg | 2 years effective upon delivery | Consumer Code (LU), Art. L.212-1 et seq. |
| Germany | 2 years effective upon delivery | BGB § 437, § 438 |
10.2 Presumption of Prior Use (FR)
Law No. 2023-171 of March 9, 2023 (FR) : for a period of two years After delivery, any defects in conformity that arise are presumed to exist at the time of issuance, unless proven otherwise (Article L.217-7 of the French Consumer Code).
In other jurisdictions, the presumption of prior use varies: 1 year in Belgium, Luxembourg, and Germany for most goods (an extension to 2 years is currently being implemented, depending on the country).
10.3 Implementation Procedures
In the event of a lack of conformity, you have the right to, your choice :
- At the repair of the property
- Or at the replacement of the property
If compliance is not possible, you may be eligible for:
- At the price reduction (while retaining ownership of the property)
- Or at the termination of the contract (full refund upon return of the item)
Costs to be borne by ekomfort : compliance (transportation, labor, parts). You don't no fees to be borne under the legal warranty of conformity.
10.4 How to activate the statutory warranty
Contactez [email protected] en joignant :
- Your order number
- One detailed description of the defect
- Some photos illustrating the defect (at least 3 drawings: general view + detail)
ekomfort will get back to you within 48 business hours with a proposed remedy (repair, replacement, refund).
10.5 Coexistence with Other Warranties
The Legal Warranty of Conformity does not rule out :
- The statutory warranty against hidden defects (French Civil Code, Art. 1641 et seq.; Luxembourg Civil Code, Art. 1641 et seq.; Belgian Civil Code, Art. 1641 et seq.; German Civil Code (BGB), § 434 et seq.)
- Any warranties offered by partner brands (listed on the product page)
11. Special Cases
11.1 Defective product upon delivery
If you receive a product that is visibly damaged or defective:
- Take a photo the product and packaging within 48 hours after delivery
- Envoyez les photos à
[email protected]avec votre numéro de commande - ekomfort is sending you a prepaid return label within 24 business hours
- Take your pick: replacement (within 5 to 10 days, depending on stock availability) or full refund (within 14 days)
11.2 Order error (incorrect item or size)
If the item you received does not match Regarding your order (incorrect item number or size):
- Contactez
[email protected]dans les 14 days after delivery - Attach a photo of the label of the product received
- ekomfort will arrange for the return at its own expense and ship the correct item by express (at no extra charge)
11.3 Incomplete Delivery
If an item is missing in your package (as indicated on the delivery slip):
- First, check that the command has not been divided in multiple packages (multi-package notification sent by email)
- Si confirmé manquant, signalez à
[email protected]sous 7 days - ekomfort triggers a carrier investigation (24 to 72 hours) then:
- If in stock: free return shipping of the missing item
- If out of stock: full refund of the corresponding portion
11.4 Undelivered or Lost Package
If the tracking status shows "delivered" but that you don't have not received Your package:
- Check with your goalkeeper, neighbors or pickup point designated
- Contact carrier along with your tracking number
- If not retrieved within 7 days, signalez à
[email protected]pour ouverture d’Joint carrier investigation - Once the investigation is complete (usually 10 to 15 days): refund or reshipment
11.5 Cancellation before shipment
If your order has not yet been shipped (status: "In progress"), you can request its free cancellation par e-mail à [email protected]. Le remboursement intervient sous 3 to 7 business days.
Once the order has been shipped, you can no longer cancel it free of charge—you must wait for delivery and then exercise your right of withdrawal (Section 2).
12. Returns Contact
For any questions, return requests, warranty activation, or complaints:
Returns Department
- Dedicated email address :
[email protected] - Phone :
+352 661 201 619(lundi au vendredi, 9h–17h CET) - Mailing address : see below
SAKEPIXEL LLC — Returns Department
13 Anna Lindh Street
L-4547 Differdange
Luxembourg
Guaranteed response times
| Type of request | Response time |
|---|---|
| Notice of Withdrawal (Acknowledgment) | 24 business hours |
| Request for a prepaid return label | 24 business hours |
| Legal Compliance Guarantee | 48 business hours |
| Claim for a defective product | 48 business hours |
| General question: Back | 48 business hours |
13. Mediation and Dispute Resolution
13.1 Prior Informal Complaint
Before taking any legal action, we ask that you send us a written complaint à [email protected]. ekomfort s’engage à vous répondre within 30 days.
13.2 Consumer Mediation — France
For consumers residing in France : In accordance with Article L.612-1 of the Consumer Code, you have the right to use a consumer ombudsman with a view to reaching an amicable resolution of the dispute, after first submitting a written complaint that has remained unanswered for two (2) months. The consumer mediator with whom ekomfort is registered is:
MEDICYS — Center for Mediation and Alternative Dispute Resolution for Judicial Officers
73 Boulevard de Clichy — 75009 Paris, France
Website: www.medicys.fr · Online submission: app.medicys.fr
Email: [email protected]
MEDICYS is a mediator listed by the Commission for the Evaluation and Control of Consumer Mediation (CECMC).
13.3 Consumer Mediation — Belgium
For consumers residing in Belgium : You can enter the Consumer Mediation Service (8 Boulevard du Roi Albert II, Box 1, 1000 Brussels, mediationconsommateur.be, email: [email protected], tel. +32 2 702 52 00), in accordance with Book XVI of the Economic Law Code.
13.4 Consumer Mediation — Luxembourg
For consumers residing in Luxembourg : You can enter the National Office of the Consumer Ombudsman (271 Route d'Arlon, L-1150 Luxembourg, mediateurconsommation.lu, tel. +352 49 60 22 1).
13.5 Consumer Mediation — Germany
For consumers residing in Germany : ekomfort does not commit and is not required to participate in a dispute resolution procedure before a consumer arbitration body (Section 36(1) of the VSBG—Consumer Dispute Resolution Act). You may, however, bring the matter before theGeneral Consumer Arbitration Board (Strassburger Strasse 8, 77694 Kehl, verbraucher-schlichter.de).
13.6 Competent Court
In the absence of an amicable agreement, disputes relating to this Policy shall be brought before the competent courts in accordance with the rules applicable to consumers:
- Consumers in France, Belgium, Luxembourg, and Germany : jurisdiction of the place of residence consumer matters, in accordance with Regulation (EU) No. 1215/2012 (Brussels I bis), Articles 17 through 19
- Applicable law : Luxembourg law, subject to the mandatory provisions of consumer law in the jurisdiction of the place of residence (Rome I Regulation, Art. 6)
Legal Basis :
- Directive 2011/83/EU of October 25, 2011, on consumer rights (distance selling)
- Directive (EU) 2019/771 of May 20, 2019, on certain aspects of contracts for the sale of goods (guarantee of conformity)
- Regulation (EU) 2024/3228 repealing Regulation (EU) No 524/2013 (closure of the RLL platform as of July 20, 2025)
- Regulation (EU) No. 1215/2012 (Brussels I bis) on Jurisdiction
- Regulation (EC) No. 593/2008 (Rome I) on the law applicable to contractual obligations
- French Consumer Code (Art. L.221-18 to L.221-28; Art. L.217-3 to L.217-28; Art. L.612-1)
- Consumer Code of Luxembourg (Book II)
- BE Economic Code (Book VI, Book XVI)
- German Civil Code (BGB) (§ 312g, § 355–§ 361, § 437)
- Law No. 2023-171 of March 9, 2023 (FR) — presumption of prior use for 2 years
ekomfort Return and Refund Policy — operated by SAKEPIXEL SARL-S, Luxembourg. Document generated on May 7, 2026.
