{"id":20105,"date":"2026-05-08T15:51:04","date_gmt":"2026-05-08T13:51:04","guid":{"rendered":"https:\/\/ekomfort.lu\/return-refund-policy\/"},"modified":"2026-05-08T15:51:04","modified_gmt":"2026-05-08T13:51:04","slug":"return-refund-policy","status":"publish","type":"page","link":"https:\/\/ekomfort.lu\/en\/return-refund-policy\/","title":{"rendered":"Return and Refund Policy"},"content":{"rendered":"<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en[data-kb-block=\"kb-adv-heading18_ret01-en\"]{text-align:left;font-style:normal;color:#2A2A2A;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en[data-kb-block=\"kb-adv-heading18_ret01-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret01-en[data-kb-block=\"kb-adv-heading18_ret01-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h1 class=\"kt-adv-heading18_ret01-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret01-en\">Return and Refund Policy<\/h1>\r\n\r\n\r\n\r\n<p class=\"has-small-font-size\"><strong>Last updated: May 7, 2026<\/strong><\/p>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc01-en .kt-block-spacer{height:24px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc01-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc01-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Document generated by the ekomfort Legal Pages team \u2014 legal review recommended prior to publication.<br>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) (\u00a7 312g, \u00a7 355 to \u00a7 361, \u00a7 437).<br>Scope: ekomfort.lu \u2014 B2C distance selling within the European Union (FR, BE, LU, DE).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc02-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc02-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc02-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en[data-kb-block=\"kb-adv-heading18_ret02-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en[data-kb-block=\"kb-adv-heading18_ret02-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret02-en[data-kb-block=\"kb-adv-heading18_ret02-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-sommaire\" class=\"kt-adv-heading18_ret02-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret02-en\">Table of Contents<\/h2>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li><a href=\"#ret-preambule\">Preamble and Scope<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-delai\">Cancellation period<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-modalites\">Procedures for Exercising the Right of Withdrawal<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-formulaire\">Standard Withdrawal Form<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-conditions\">Product Return Policy<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-frais\">Return shipping costs<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-remboursement\">Refund Policy and Terms<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-exceptions\">Exceptions to the right of withdrawal<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-procedure\">Step-by-step return procedure<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-garantie\">Legal warranty of conformity (2 years)<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-cas-particuliers\">Special cases<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-contact\">Returns Contact<\/a><\/li>\r\n\r\n\r\n\r\n<li><a href=\"#ret-mediation\">Mediation and Dispute Resolution<\/a><\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc03-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc03-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc03-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en[data-kb-block=\"kb-adv-heading18_ret03-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en[data-kb-block=\"kb-adv-heading18_ret03-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret03-en[data-kb-block=\"kb-adv-heading18_ret03-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-preambule\" class=\"kt-adv-heading18_ret03-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret03-en\">1. Preamble and Scope<\/h2>\r\n\r\n\r\n\r\n<p>This Return and Refund Policy (the \u201c <strong>Politics<\/strong> &quot;) applies to all orders placed on the website <strong>ekomfort.lu<\/strong> (the \u201c <strong>Website<\/strong> &quot;) operated by:<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>SAKEPIXEL LLC<\/strong><br>Simplified limited liability company under Luxembourg law<br>Share capital: 1,200 EUR<br>Luxembourg Commercial Register: <strong>B286895<\/strong><br>Residence permit: <strong>10167719\/1<\/strong><br>Intra-Community VAT: <strong>LU35860625<\/strong><br>Headquarters: 13 Anna Lindh Street, <strong>L-4547 Differdange<\/strong>, Luxembourg<br>Phone: <strong>+352 661 201 619<\/strong><br>General email: <strong>info@ekomfort.lu<\/strong><br>Returns email: <strong>retours@ekomfort.lu<\/strong><\/p><\/blockquote>\r\n\r\n\r\n\r\n<p>This Policy applies exclusively to <strong>consumers<\/strong> within the meaning of Article 2 of Directive 2011\/83\/EU, that is, any natural person acting for the purpose of <strong>not within the scope of its commercial, industrial, craft, or professional activities<\/strong>. Les commandes professionnelles (B2B) sont r\u00e9gies par nos conditions g\u00e9n\u00e9rales de vente professionnelles, disponibles sur demande \u00e0 <code>info@ekomfort.lu<\/code>.<\/p>\r\n\r\n\r\n\r\n<p>This policy applies to orders delivered within the <strong>four jurisdictions<\/strong> the following:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>France<\/strong> (FR) \u2014 Application of the French Consumer Code<\/li>\r\n\r\n\r\n\r\n<li><strong>Belgium<\/strong> (BE) \u2014 Application of the Economic Law Code, Book VI<\/li>\r\n\r\n\r\n\r\n<li><strong>Luxembourg<\/strong> (LU) \u2014 Application of the LU Consumer Code<\/li>\r\n\r\n\r\n\r\n<li><strong>Germany<\/strong> (DE) \u2014 Application of the BGB (German Civil Code), \u00a7 312g et seq.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>Pour toute livraison hors UE, des conditions sp\u00e9cifiques peuvent s&#8217;appliquer. Contactez <code>info@ekomfort.lu<\/code> avant toute commande hors UE.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc04-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc04-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc04-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en[data-kb-block=\"kb-adv-heading18_ret04-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en[data-kb-block=\"kb-adv-heading18_ret04-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret04-en[data-kb-block=\"kb-adv-heading18_ret04-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-delai\" class=\"kt-adv-heading18_ret04-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret04-en\">2. Cancellation Period<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en[data-kb-block=\"kb-adv-heading18_ret50-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en[data-kb-block=\"kb-adv-heading18_ret50-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret50-en[data-kb-block=\"kb-adv-heading18_ret50-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret50-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret50-en\">2.1 Legal timeframe: 14 days<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with Article 9 of Directive 2011\/83\/EU and its national transpositions, you have a <strong>14-day period<\/strong> To exercise your right of withdrawal, <strong>without having to explain your decision<\/strong> nor to bear any costs other than those provided for in Articles 13(2) and 14 of the Directive.<\/p>\r\n\r\n\r\n\r\n<p>The time limit begins on <strong>the day after the day the last item was received<\/strong> of your order:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>For a <strong>unique product<\/strong> : effective upon receipt of the product<\/li>\r\n\r\n\r\n\r\n<li>For a <strong>multiple-item order delivered in separate shipments<\/strong> : effective upon receipt of the <strong>latest product<\/strong><\/li>\r\n\r\n\r\n\r\n<li>For a <strong>product shipped in batches<\/strong> : effective upon receipt of the <strong>last batch<\/strong><\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en[data-kb-block=\"kb-adv-heading18_ret51-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en[data-kb-block=\"kb-adv-heading18_ret51-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret51-en[data-kb-block=\"kb-adv-heading18_ret51-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret51-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret51-en\">2.2 ekomfort Commercial Extension: 30 days<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>ekomfort offers you a <strong>extended period of 30 calendar days<\/strong> to change one&#x27;s mind, or <strong>16 additional days<\/strong> beyond the 14-day legal deadline.<\/p><\/blockquote>\r\n\r\n\r\n\r\n<p>This extension is a <strong>commercial contract<\/strong>, which does not replace the statutory return period. From the 15th day through the 30th day, the ekomfort return policy applies (see Section 5).<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Period<\/th><th>Home<\/th><th>Terms and Conditions<\/th><\/tr><\/thead><tbody><tr><td><strong>Days 1\u201314<\/strong><\/td><td>Legal (EU 2011\/83)<\/td><td>Item in good condition, pattern not shown<\/td><\/tr><tr><td><strong>Days 15\u201330<\/strong><\/td><td>Sales Representative at ekomfort<\/td><td>Brand-new item, tag attached, original packaging<\/td><\/tr><tr><td><strong>Day 31 and beyond<\/strong><\/td><td>Back to non-political topics<\/td><td>Remedies available under the statutory warranty (Section 10)<\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc05-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc05-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc05-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en[data-kb-block=\"kb-adv-heading18_ret05-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en[data-kb-block=\"kb-adv-heading18_ret05-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret05-en[data-kb-block=\"kb-adv-heading18_ret05-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-modalites\" class=\"kt-adv-heading18_ret05-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret05-en\">3. How to Exercise the Right of Withdrawal<\/h2>\r\n\r\n\r\n\r\n<p>To exercise your right of withdrawal within the applicable time limit, you must notify us of your decision <strong>before the deadline expires<\/strong>, in a statement <strong>unambiguous<\/strong>.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en[data-kb-block=\"kb-adv-heading18_ret52-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en[data-kb-block=\"kb-adv-heading18_ret52-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret52-en[data-kb-block=\"kb-adv-heading18_ret52-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret52-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret52-en\">3.1 Accepted notification methods<\/h3>\r\n\r\n\r\n\r\n<p>You may notify us of your withdrawal by one of the following methods:<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li><strong>Standard Form<\/strong> (below, section 4) to be completed and returned to us<\/li>\r\n\r\n\r\n\r\n<li><strong>Email<\/strong> \u00e0 <code>retours@ekomfort.lu<\/code> avec objet \u00ab R\u00e9tractation commande #[num\u00e9ro] \u00bb<\/li>\r\n\r\n\r\n\r\n<li><strong>Mail<\/strong> To: SAKEPIXEL SARL-S \u2014 Returns Department, 13 Anna Lindh Street, L-4547 Differdange, Luxembourg<\/li>\r\n\r\n\r\n\r\n<li><strong>Any other clear statement<\/strong> (for example, a message sent via the Website&#x27;s contact form)<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Important<\/strong> : 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).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en[data-kb-block=\"kb-adv-heading18_ret53-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en[data-kb-block=\"kb-adv-heading18_ret53-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret53-en[data-kb-block=\"kb-adv-heading18_ret53-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret53-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret53-en\">3.2 Receipt and Confirmation<\/h3>\r\n\r\n\r\n\r\n<p>ekomfort will send you <strong>an acknowledgment of receipt in a durable medium without delay<\/strong> (email) following your notification, in accordance with Article 11(3) of Directive 2011\/83\/EU.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc06-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc06-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc06-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en[data-kb-block=\"kb-adv-heading18_ret06-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en[data-kb-block=\"kb-adv-heading18_ret06-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret06-en[data-kb-block=\"kb-adv-heading18_ret06-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-formulaire\" class=\"kt-adv-heading18_ret06-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret06-en\">4. Standard withdrawal form<\/h2>\r\n\r\n\r\n\r\n<p>In accordance with the<strong>Annex I, Part B<\/strong> In accordance with Directive 2011\/83\/EU, here is the standard withdrawal form. You are not <strong>not required<\/strong> to use this form \u2014 a simple statement is sufficient.<\/p>\r\n\r\n\r\n\r\n<pre class=\"wp-block-code\"><code>\u00c0 l'attention de :\r\nSAKEPIXEL SARL-S\r\nService retours\r\n13, rue Anna Lindh\r\nL-4547 Differdange\r\nLuxembourg\r\nE-mail : retours@ekomfort.lu\r\n\r\n------------------------------------------------------------\r\n\r\nJe\/Nous (*) vous notifie\/notifions (*) par la pr\u00e9sente\r\nma\/notre (*) r\u00e9tractation du contrat portant sur la vente\r\ndu bien (*) \/ pour la prestation de services (*) ci-dessous :\r\n\r\n------------------------------------------------------------\r\n\r\nCommand\u00e9 le (*) ........................................\r\n\r\nRe\u00e7u le (*) ............................................\r\n\r\nNum\u00e9ro de commande : ekomfort #.........................\r\n\r\nDescription du\/des produit(s) concern\u00e9(s) :\r\n\r\n........................................................\r\n\r\n........................................................\r\n\r\nNom du\/des consommateur(s) :\r\n\r\n........................................................\r\n\r\nAdresse du\/des consommateur(s) :\r\n\r\n........................................................\r\n\r\n........................................................\r\n\r\nSignature du\/des consommateur(s)\r\n(uniquement en cas de notification du pr\u00e9sent formulaire\r\nsur papier) :\r\n\r\n........................................................\r\n\r\nDate : ..................................................\r\n\r\n------------------------------------------------------------\r\n\r\n(*) Rayer la mention inutile.<\/code><\/pre>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc07-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc07-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc07-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en[data-kb-block=\"kb-adv-heading18_ret07-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en[data-kb-block=\"kb-adv-heading18_ret07-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret07-en[data-kb-block=\"kb-adv-heading18_ret07-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-conditions\" class=\"kt-adv-heading18_ret07-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret07-en\">5. Product Return Policy<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en[data-kb-block=\"kb-adv-heading18_ret54-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en[data-kb-block=\"kb-adv-heading18_ret54-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret54-en[data-kb-block=\"kb-adv-heading18_ret54-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret54-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret54-en\">5.1 Product Condition<\/h3>\r\n\r\n\r\n\r\n<p>To receive a full refund, the returned product must be:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>New, unworn, unwashed, unaltered<\/strong><\/li>\r\n\r\n\r\n\r\n<li>Accompanied by <strong>all of its original labels<\/strong> (product labels, brand labels, cardboard hangtags)<\/li>\r\n\r\n\r\n\r\n<li><strong>In its original packaging<\/strong> (box, fabric bag, tissue paper)<\/li>\r\n\r\n\r\n\r\n<li>Accompanied by <strong>all included accessories<\/strong> (spare laces, protective bag, warranty certificates, if any)<\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en[data-kb-block=\"kb-adv-heading18_ret55-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en[data-kb-block=\"kb-adv-heading18_ret55-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret55-en[data-kb-block=\"kb-adv-heading18_ret55-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret55-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret55-en\">5.2 Try-ons permitted<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with Article 14(2) of Directive 2011\/83\/EU, you are authorized to <strong>handle and try out the product<\/strong> just as you would in a physical store, to determine its nature, features, and proper functioning.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Specifically for shoes<\/strong> : You can try them out <strong>indoors, on a clean floor<\/strong> (hardwood floors, carpet, tile), to check the size and comfort. Normal signs of indoor try-on (clean soles, no wear) <strong>does not affect<\/strong> your right to a full refund.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en[data-kb-block=\"kb-adv-heading18_ret56-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en[data-kb-block=\"kb-adv-heading18_ret56-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret56-en[data-kb-block=\"kb-adv-heading18_ret56-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret56-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret56-en\">5.3 Impairment<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with the aforementioned Article 14(2), your <strong>responsibility<\/strong> is only binding on the <strong>depreciation<\/strong> property resulting from tampering <strong>others<\/strong> other than those necessary to determine the nature, characteristics, and proper functioning of the property.<\/p>\r\n\r\n\r\n\r\n<p>Examples of actions that result in a decrease in value (and therefore a partial or total deduction from the refund):<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Shoes worn outdoors (worn soles, dirt, scuffs)<\/li>\r\n\r\n\r\n\r\n<li>Clothing worn for longer than a quick try-on (odors, makeup stains, sweat)<\/li>\r\n\r\n\r\n\r\n<li>Laundered, dry-cleaned, and ironed<\/li>\r\n\r\n\r\n\r\n<li>Original label torn off or destroyed<\/li>\r\n\r\n\r\n\r\n<li>Original packaging damaged beyond normal wear and tear<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>ekomfort reserves the right, in the event of a confirmed loss of value, to withhold a proportional amount from the refund, <strong>after receiving a reasoned notice by email<\/strong>.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc08-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc08-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc08-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en[data-kb-block=\"kb-adv-heading18_ret08-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en[data-kb-block=\"kb-adv-heading18_ret08-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret08-en[data-kb-block=\"kb-adv-heading18_ret08-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-frais\" class=\"kt-adv-heading18_ret08-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret08-en\">6. Return shipping costs<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en[data-kb-block=\"kb-adv-heading18_ret57-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en[data-kb-block=\"kb-adv-heading18_ret57-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret57-en[data-kb-block=\"kb-adv-heading18_ret57-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret57-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret57-en\">6.1 Default ekomfort Policy: Returns at the Customer&#x27;s Expense<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with Article 14(1) of Directive 2011\/83\/EU, <strong>direct costs of deportation<\/strong> of the property are <strong>at the consumer&#x27;s expense<\/strong>, unless ekomfort agrees to cover them or failed to inform the consumer that the consumer was responsible for them.<\/p>\r\n\r\n\r\n\r\n<p>For ekomfort, standard return shipping costs are the customer&#x27;s responsibility and vary depending on the carrier and the region:<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Area<\/th><th>Recommended carrier<\/th><th>Estimated cost<\/th><\/tr><\/thead><tbody><tr><td>Luxembourg<\/td><td>DPD pickup point<\/td><td>\u20ac4.90<\/td><\/tr><tr><td>Mainland France<\/td><td>Mondial Relay<\/td><td>\u20ac4.90<\/td><\/tr><tr><td>Belgium<\/td><td>DPD pickup point<\/td><td>\u20ac5.90<\/td><\/tr><tr><td>Germany<\/td><td>UPS pickup location<\/td><td>\u20ac6.90<\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>The estimated costs above are based on the rates negotiated by ekomfort. You are free to choose your own carrier, <strong>at your own expense and risk<\/strong>, provided that the return can be tracked.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en[data-kb-block=\"kb-adv-heading18_ret58-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en[data-kb-block=\"kb-adv-heading18_ret58-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret58-en[data-kb-block=\"kb-adv-heading18_ret58-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret58-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret58-en\">6.2 Cases in which ekomfort covers return shipping costs<\/h3>\r\n\r\n\r\n\r\n<p>Return shipping costs are <strong>fully covered by ekomfort<\/strong> in the following cases:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Product <strong>defective<\/strong> upon delivery (see Section 10 \u2014 Statutory Warranty of Conformity)<\/li>\r\n\r\n\r\n\r\n<li><strong>Reference error<\/strong> or <strong>shoe size<\/strong> submitted by ekomfort<\/li>\r\n\r\n\r\n\r\n<li>Product <strong>does not match the description<\/strong> published on the Website<\/li>\r\n\r\n\r\n\r\n<li>Delivery <strong>incomplete<\/strong> (missing article)<\/li>\r\n\r\n\r\n\r\n<li>Product <strong>damaged during shipping<\/strong> (inspection upon delivery)<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>Dans ces cas, contactez <code>retours@ekomfort.lu<\/code> pour obtenir une <strong>prepaid return label<\/strong>.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en[data-kb-block=\"kb-adv-heading18_ret59-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en[data-kb-block=\"kb-adv-heading18_ret59-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret59-en[data-kb-block=\"kb-adv-heading18_ret59-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret59-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret59-en\">6.3 Risk of loss or damage during return shipping<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with general law, the risk of loss or damage to the product during return shipping is borne by the <strong>consumer<\/strong>. We strongly recommend:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>To use a shipping method <strong>traceable<\/strong> (package tracking)<\/li>\r\n\r\n\r\n\r\n<li>From <strong>keep proof of shipment<\/strong> (receipt of filing) until confirmation of reimbursement<\/li>\r\n\r\n\r\n\r\n<li>To take out a <strong>supplemental insurance<\/strong> for returns valued at over \u20ac200<\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc09-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc09-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc09-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en[data-kb-block=\"kb-adv-heading18_ret09-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en[data-kb-block=\"kb-adv-heading18_ret09-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret09-en[data-kb-block=\"kb-adv-heading18_ret09-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-remboursement\" class=\"kt-adv-heading18_ret09-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret09-en\">7. Refund timeline and procedures<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en[data-kb-block=\"kb-adv-heading18_ret60-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en[data-kb-block=\"kb-adv-heading18_ret60-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret60-en[data-kb-block=\"kb-adv-heading18_ret60-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret60-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret60-en\">7.1 Legal time limit: 14 days<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with Article 13(1) of Directive 2011\/83\/EU, ekomfort will refund you <strong>all payments received<\/strong> from you, <strong>including the initial shipping costs<\/strong> (except for additional charges in the event that the delivery method is more expensive than the standard option offered), <strong>within 14 days<\/strong> effective from the day we are notified of your decision to cancel.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en[data-kb-block=\"kb-adv-heading18_ret61-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en[data-kb-block=\"kb-adv-heading18_ret61-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret61-en[data-kb-block=\"kb-adv-heading18_ret61-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret61-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret61-en\">7.2 Option to defer repayment<\/h3>\r\n\r\n\r\n\r\n<p>In accordance with Article 13(3) of Directive 2011\/83\/EU, ekomfort may defer the refund <strong>until the property is recovered<\/strong> or until you have provided a <strong>proof of shipment<\/strong> of these assets, <strong>the date chosen being the date of the first of these events<\/strong>.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>In practice<\/strong> : transmettez votre num\u00e9ro de suivi du retour \u00e0 <code>retours@ekomfort.lu<\/code> d\u00e8s exp\u00e9dition pour acc\u00e9l\u00e9rer le remboursement. Le remboursement intervient alors g\u00e9n\u00e9ralement sous <strong>3 to 7 business days<\/strong> upon receipt or proof of shipment.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en[data-kb-block=\"kb-adv-heading18_ret62-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en[data-kb-block=\"kb-adv-heading18_ret62-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret62-en[data-kb-block=\"kb-adv-heading18_ret62-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret62-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret62-en\">7.3 Refund Policy<\/h3>\r\n\r\n\r\n\r\n<p>The refund will be issued using <strong>the same payment method<\/strong> the same one you used for the initial transaction, unless you expressly agree otherwise. <strong>You will not be charged any fees<\/strong> in connection with this reimbursement.<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Down payment<\/th><th>Reimbursement method<\/th><\/tr><\/thead><tbody><tr><td>Credit card (Stripe)<\/td><td>Credit to the card originally used<\/td><\/tr><tr><td>PayPal<\/td><td>Credit to the PayPal account originally used<\/td><\/tr><tr><td>SEPA transfer<\/td><td>SEPA transfer to the original account<\/td><\/tr><tr><td>Apple Pay \/ Google Pay<\/td><td>Credit on the underlying card<\/td><\/tr><tr><td>Gift certificate \/ store credit<\/td><td>Reissued (without expiration)<\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en[data-kb-block=\"kb-adv-heading18_ret63-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en[data-kb-block=\"kb-adv-heading18_ret63-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret63-en[data-kb-block=\"kb-adv-heading18_ret63-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret63-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret63-en\">7.4 Initial shipping costs: refund policy<\/h3>\r\n\r\n\r\n\r\n<p>The initial shipping costs are <strong>fully refunded<\/strong> in the event of a cancellation <strong>covering the entire order<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>In the event of cancellation <strong>partial<\/strong> (if you keep some items and return others), the original shipping costs are <strong>not reimbursed<\/strong> provided that the retained order supports the original delivery.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Exception<\/strong> : 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 <strong>standard shipping cost<\/strong> is refunded.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc10-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc10-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc10-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en[data-kb-block=\"kb-adv-heading18_ret10-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en[data-kb-block=\"kb-adv-heading18_ret10-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret10-en[data-kb-block=\"kb-adv-heading18_ret10-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-exceptions\" class=\"kt-adv-heading18_ret10-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret10-en\">8. Exceptions to the right of withdrawal<\/h2>\r\n\r\n\r\n\r\n<p>In accordance with Article 16 of Directive 2011\/83\/EU, <strong>certain product categories<\/strong> are <strong>excluded from the right of withdrawal<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>For the ekomfort catalog (ethical vegan fashion), the following exceptions may apply:<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Exception (Directive 2011\/83\/EU, Article 16)<\/th><th>Application at ekomfort<\/th><\/tr><\/thead><tbody><tr><td>(c) Goods manufactured in accordance with the <strong>customer specifications<\/strong> or highly customized<\/td><td>Custom items (custom embroidery, name embroidery, custom vegan leather engraving). <strong>No returns accepted<\/strong> unless there is a defect.<\/td><\/tr><tr><td>(e) Sealed items that cannot be returned for reasons of <strong>health or hygiene protection<\/strong> and which were unsealed after delivery<\/td><td>Underwear, socks: returns accepted <strong>only if the original hygienic packaging is intact and sealed<\/strong>. Once opened, there\u2019s no going back.<\/td><\/tr><tr><td>(i) Provision of<strong>audio or video recordings, or software<\/strong> sealed and unsealed after delivery<\/td><td>Not applicable to the ekomfort catalog.<\/td><\/tr><tr><td>(m) Provision of a <strong>digital content<\/strong> not provided on physical media, performed with prior consent and express waiver<\/td><td>Not applicable to the ekomfort catalog.<\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Please note<\/strong> : the <strong>shoes<\/strong> and <strong>clothing<\/strong> standard (non-customized, non-sterile, sealed) <strong>are fully entitled to the right of withdrawal<\/strong> subject to the terms and conditions set forth in Sections 2 through 7 above.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc11-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc11-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc11-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en[data-kb-block=\"kb-adv-heading18_ret11-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en[data-kb-block=\"kb-adv-heading18_ret11-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret11-en[data-kb-block=\"kb-adv-heading18_ret11-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-procedure\" class=\"kt-adv-heading18_ret11-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret11-en\">9. Step-by-step return procedure<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en[data-kb-block=\"kb-adv-heading18_ret64-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en[data-kb-block=\"kb-adv-heading18_ret64-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret64-en[data-kb-block=\"kb-adv-heading18_ret64-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret64-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret64-en\">Step 1 \u2014 Notify us of your cancellation (within 14 days \/ 30 days)<\/h3>\r\n\r\n\r\n\r\n<p>Send your notice of withdrawal by <strong>email<\/strong> \u00e0 <code>retours@ekomfort.lu<\/code> (mode recommand\u00e9) en indiquant :<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Your <strong>order number<\/strong> (format : <code>ekomfort #[XXXX]<\/code>)<\/li>\r\n\r\n\r\n\r\n<li>The <strong>list of articles<\/strong> upside down<\/li>\r\n\r\n\r\n\r\n<li>The <strong>reason<\/strong> (optional, your choice)<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>You can use the <strong>standard form<\/strong> (Section 4) or write a free-form message. ekomfort will reply to you within <strong>24 business hours<\/strong> with a confirmation of receipt and the <strong>return instructions<\/strong> (prepaid label, if eligible).<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en[data-kb-block=\"kb-adv-heading18_ret65-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en[data-kb-block=\"kb-adv-heading18_ret65-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret65-en[data-kb-block=\"kb-adv-heading18_ret65-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret65-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret65-en\">Step 2 \u2014 Prepare the package<\/h3>\r\n\r\n\r\n\r\n<p>Replace the returned items:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>In their <strong>original packaging<\/strong> (shoe box, fabric bag)<\/li>\r\n\r\n\r\n\r\n<li><strong>Unopened labels<\/strong>, accessories included<\/li>\r\n\r\n\r\n\r\n<li>In a <strong>outer box<\/strong> sturdy enough for transport<\/li>\r\n\r\n\r\n\r\n<li>With a <strong>a copy of your purchase order<\/strong> or a note indicating your order number<\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en[data-kb-block=\"kb-adv-heading18_ret66-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en[data-kb-block=\"kb-adv-heading18_ret66-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret66-en[data-kb-block=\"kb-adv-heading18_ret66-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret66-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret66-en\">Step 3 \u2014 Ship the package<\/h3>\r\n\r\n\r\n\r\n<p>Drop off your package at the <strong>carrier<\/strong> (DPD, Mondial Relay, UPS, or another trackable carrier) to the address specified in the return instructions.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Standard return address<\/strong> :<br>SAKEPIXEL LLC \u2014 Returns Department<br>13 Anna Lindh Street<br>L-4547 Differdange<br>Luxembourg<\/p><\/blockquote>\r\n\r\n\r\n\r\n<p><strong>Keep your receipt<\/strong> and <strong>Please provide the tracking number<\/strong> \u00e0 <code>retours@ekomfort.lu<\/code>.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en[data-kb-block=\"kb-adv-heading18_ret67-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en[data-kb-block=\"kb-adv-heading18_ret67-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret67-en[data-kb-block=\"kb-adv-heading18_ret67-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret67-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret67-en\">Step 4 \u2014 Tracking the Return<\/h3>\r\n\r\n\r\n\r\n<p>You will receive <strong>two email notifications<\/strong> :<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li><strong>Confirmation of Receipt<\/strong> Delivery of the package by ekomfort (1\u20135 business days after pickup, depending on the carrier)<\/li>\r\n\r\n\r\n\r\n<li><strong>Quality Control Confirmation<\/strong> and initiation of the refund (within 48 hours of receipt)<\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en[data-kb-block=\"kb-adv-heading18_ret68-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en[data-kb-block=\"kb-adv-heading18_ret68-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret68-en[data-kb-block=\"kb-adv-heading18_ret68-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret68-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret68-en\">Step 5 \u2014 Refund<\/h3>\r\n\r\n\r\n\r\n<p>The refund will be credited to your original payment method <strong>within 14 days<\/strong> within 14 days of your notice of withdrawal, and generally within <strong>3 to 7 business days<\/strong> after quality control has been confirmed.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Time it takes for a transaction to appear in your bank account<\/strong> : Depending on your bank, the loan may appear on your statement under <strong>2 to 5 business days<\/strong> additional costs after we initiate the refund.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc12-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc12-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc12-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en[data-kb-block=\"kb-adv-heading18_ret12-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en[data-kb-block=\"kb-adv-heading18_ret12-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret12-en[data-kb-block=\"kb-adv-heading18_ret12-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-garantie\" class=\"kt-adv-heading18_ret12-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret12-en\">10. Statutory warranty of conformity (2 years)<\/h2>\r\n\r\n\r\n\r\n<p><strong>Regardless<\/strong> Under the right of withdrawal described above, you are entitled to <strong>statutory warranty of conformity<\/strong> provided for by the <strong>Directive (EU) 2019\/771<\/strong>, transposed into national laws.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en[data-kb-block=\"kb-adv-heading18_ret69-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en[data-kb-block=\"kb-adv-heading18_ret69-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret69-en[data-kb-block=\"kb-adv-heading18_ret69-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret69-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret69-en\">10.1 Term and Scope<\/h3>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Jurisdiction<\/th><th>Duration<\/th><th>Reference<\/th><\/tr><\/thead><tbody><tr><td>France<\/td><td><strong>2 years<\/strong> effective upon delivery<\/td><td>Consumer Code, Art. L.217-3 et seq.<\/td><\/tr><tr><td>Belgium<\/td><td><strong>2 years<\/strong> effective upon delivery<\/td><td>Economic Code, Book VI<\/td><\/tr><tr><td>Luxembourg<\/td><td><strong>2 years<\/strong> effective upon delivery<\/td><td>Consumer Code (LU), Art. L.212-1 et seq.<\/td><\/tr><tr><td>Germany<\/td><td><strong>2 years<\/strong> effective upon delivery<\/td><td>BGB \u00a7 437, \u00a7 438<\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en[data-kb-block=\"kb-adv-heading18_ret70-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en[data-kb-block=\"kb-adv-heading18_ret70-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret70-en[data-kb-block=\"kb-adv-heading18_ret70-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret70-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret70-en\">10.2 Presumption of Prior Use (FR)<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Law No. 2023-171 of March 9, 2023 (FR)<\/strong> : for a period of <strong>two years<\/strong> After delivery, any defects in conformity that arise are <strong>presumed to exist at the time of issuance<\/strong>, unless proven otherwise (Article L.217-7 of the French Consumer Code).<\/p><\/blockquote>\r\n\r\n\r\n\r\n<p>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).<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en[data-kb-block=\"kb-adv-heading18_ret71-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en[data-kb-block=\"kb-adv-heading18_ret71-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret71-en[data-kb-block=\"kb-adv-heading18_ret71-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret71-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret71-en\">10.3 Implementation Procedures<\/h3>\r\n\r\n\r\n\r\n<p>In the event of a lack of conformity, you have the right to, <strong>your choice<\/strong> :<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>At the <strong>repair<\/strong> of the property<\/li>\r\n\r\n\r\n\r\n<li>Or at the <strong>replacement<\/strong> of the property<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>If compliance is not possible, you may be eligible for:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>At the <strong>price reduction<\/strong> (while retaining ownership of the property)<\/li>\r\n\r\n\r\n\r\n<li>Or at the <strong>termination of the contract<\/strong> (full refund upon return of the item)<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Costs to be borne by ekomfort<\/strong> : compliance (transportation, labor, parts). You don&#x27;t <strong>no fees<\/strong> to be borne under the legal warranty of conformity.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en[data-kb-block=\"kb-adv-heading18_ret72-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en[data-kb-block=\"kb-adv-heading18_ret72-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret72-en[data-kb-block=\"kb-adv-heading18_ret72-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret72-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret72-en\">10.4 How to activate the statutory warranty<\/h3>\r\n\r\n\r\n\r\n<p>Contactez <code>retours@ekomfort.lu<\/code> en joignant :<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Your <strong>order number<\/strong><\/li>\r\n\r\n\r\n\r\n<li>One <strong>detailed description of the defect<\/strong><\/li>\r\n\r\n\r\n\r\n<li>Some <strong>photos<\/strong> illustrating the defect (at least 3 drawings: general view + detail)<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>ekomfort will get back to you within <strong>48 business hours<\/strong> with a <strong>proposed remedy<\/strong> (repair, replacement, refund).<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en[data-kb-block=\"kb-adv-heading18_ret73-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en[data-kb-block=\"kb-adv-heading18_ret73-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret73-en[data-kb-block=\"kb-adv-heading18_ret73-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret73-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret73-en\">10.5 Coexistence with Other Warranties<\/h3>\r\n\r\n\r\n\r\n<p>The Legal Warranty of Conformity <strong>does not rule out<\/strong> :<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>The <strong>statutory warranty against hidden defects<\/strong> (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), \u00a7 434 et seq.)<\/li>\r\n\r\n\r\n\r\n<li>Any <strong>warranties<\/strong> offered by partner brands (listed on the product page)<\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc13-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc13-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc13-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en[data-kb-block=\"kb-adv-heading18_ret13-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en[data-kb-block=\"kb-adv-heading18_ret13-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret13-en[data-kb-block=\"kb-adv-heading18_ret13-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-cas-particuliers\" class=\"kt-adv-heading18_ret13-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret13-en\">11. Special Cases<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en[data-kb-block=\"kb-adv-heading18_ret74-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en[data-kb-block=\"kb-adv-heading18_ret74-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret74-en[data-kb-block=\"kb-adv-heading18_ret74-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret74-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret74-en\">11.1 Defective product upon delivery<\/h3>\r\n\r\n\r\n\r\n<p>If you receive a product that is visibly damaged or defective:<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li><strong>Take a photo<\/strong> the product and packaging <strong>within 48 hours<\/strong> after delivery<\/li>\r\n\r\n\r\n\r\n<li>Envoyez les photos \u00e0 <code>retours@ekomfort.lu<\/code> avec votre num\u00e9ro de commande<\/li>\r\n\r\n\r\n\r\n<li>ekomfort is sending you a <strong>prepaid return label<\/strong> within 24 business hours<\/li>\r\n\r\n\r\n\r\n<li>Take your pick: <strong>replacement<\/strong> (within 5 to 10 days, depending on stock availability) or <strong>full refund<\/strong> (within 14 days)<\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en[data-kb-block=\"kb-adv-heading18_ret75-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en[data-kb-block=\"kb-adv-heading18_ret75-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret75-en[data-kb-block=\"kb-adv-heading18_ret75-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret75-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret75-en\">11.2 Order error (incorrect item or size)<\/h3>\r\n\r\n\r\n\r\n<p>If the item you received <strong>does not match<\/strong> Regarding your order (incorrect item number or size):<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li>Contactez <code>retours@ekomfort.lu<\/code> dans les <strong>14 days<\/strong> after delivery<\/li>\r\n\r\n\r\n\r\n<li>Attach a <strong>photo of the label<\/strong> of the product received<\/li>\r\n\r\n\r\n\r\n<li>ekomfort will arrange for the return at its own expense and ship the correct item <strong>by express<\/strong> (at no extra charge)<\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en[data-kb-block=\"kb-adv-heading18_ret76-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en[data-kb-block=\"kb-adv-heading18_ret76-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret76-en[data-kb-block=\"kb-adv-heading18_ret76-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret76-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret76-en\">11.3 Incomplete Delivery<\/h3>\r\n\r\n\r\n\r\n<p>If an item is <strong>missing<\/strong> in your package (as indicated on the delivery slip):<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li>First, check that the command <strong>has not been divided<\/strong> in multiple packages (multi-package notification sent by email)<\/li>\r\n\r\n\r\n\r\n<li>Si confirm\u00e9 manquant, signalez \u00e0 <code>retours@ekomfort.lu<\/code> sous <strong>7 days<\/strong><\/li>\r\n\r\n\r\n\r\n<li>ekomfort triggers a <strong>carrier investigation<\/strong> (24 to 72 hours) then:\r\n<ul class=\"wp-block-list\"><li>If in stock: <strong>free return shipping<\/strong> of the missing item<\/li><li>If out of stock: <strong>full refund<\/strong> of the corresponding portion<\/li><\/ul><\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en[data-kb-block=\"kb-adv-heading18_ret77-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en[data-kb-block=\"kb-adv-heading18_ret77-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret77-en[data-kb-block=\"kb-adv-heading18_ret77-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret77-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret77-en\">11.4 Undelivered or Lost Package<\/h3>\r\n\r\n\r\n\r\n<p>If the tracking status shows <strong>&quot;delivered&quot;<\/strong> but that you don&#x27;t have <strong>not received<\/strong> Your package:<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li>Check with your <strong>goalkeeper<\/strong>, <strong>neighbors<\/strong> or <strong>pickup point<\/strong> designated<\/li>\r\n\r\n\r\n\r\n<li>Contact <strong>carrier<\/strong> along with your tracking number<\/li>\r\n\r\n\r\n\r\n<li>If not retrieved within <strong>7 days<\/strong>, signalez \u00e0 <code>retours@ekomfort.lu<\/code> pour ouverture d&#8217;<strong>Joint carrier investigation<\/strong><\/li>\r\n\r\n\r\n\r\n<li>Once the investigation is complete (usually 10 to 15 days): refund or reshipment<\/li>\r\n<\/ol>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en[data-kb-block=\"kb-adv-heading18_ret78-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en[data-kb-block=\"kb-adv-heading18_ret78-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret78-en[data-kb-block=\"kb-adv-heading18_ret78-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret78-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret78-en\">11.5 Cancellation before shipment<\/h3>\r\n\r\n\r\n\r\n<p>If your order <strong>has not yet been shipped<\/strong> (status: &quot;In progress&quot;), you can request its <strong>free cancellation<\/strong> par e-mail \u00e0 <code>info@ekomfort.lu<\/code>. Le remboursement intervient sous <strong>3 to 7 business days<\/strong>.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Once the order has been shipped, you can no longer cancel it free of charge\u2014you must wait for delivery and then exercise your right of withdrawal (Section 2).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc14-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc14-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc14-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en[data-kb-block=\"kb-adv-heading18_ret14-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en[data-kb-block=\"kb-adv-heading18_ret14-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret14-en[data-kb-block=\"kb-adv-heading18_ret14-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-contact\" class=\"kt-adv-heading18_ret14-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret14-en\">12. Returns Contact<\/h2>\r\n\r\n\r\n\r\n<p>For any questions, return requests, warranty activation, or complaints:<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en[data-kb-block=\"kb-adv-heading18_ret79-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en[data-kb-block=\"kb-adv-heading18_ret79-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret79-en[data-kb-block=\"kb-adv-heading18_ret79-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret79-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret79-en\">Returns Department<\/h3>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>Dedicated email address<\/strong> : <code>retours@ekomfort.lu<\/code><\/li>\r\n\r\n\r\n\r\n<li><strong>Phone<\/strong> : <code>+352 661 201 619<\/code> (lundi au vendredi, 9h\u201317h CET)<\/li>\r\n\r\n\r\n\r\n<li><strong>Mailing address<\/strong> : see below<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>SAKEPIXEL LLC \u2014 Returns Department<br>13 Anna Lindh Street<br>L-4547 Differdange<br>Luxembourg<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en[data-kb-block=\"kb-adv-heading18_ret80-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en[data-kb-block=\"kb-adv-heading18_ret80-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret80-en[data-kb-block=\"kb-adv-heading18_ret80-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret80-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret80-en\">Guaranteed response times<\/h3>\r\n\r\n\r\n\r\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Type of request<\/th><th>Response time<\/th><\/tr><\/thead><tbody><tr><td>Notice of Withdrawal (Acknowledgment)<\/td><td><strong>24 business hours<\/strong><\/td><\/tr><tr><td>Request for a prepaid return label<\/td><td><strong>24 business hours<\/strong><\/td><\/tr><tr><td>Legal Compliance Guarantee<\/td><td><strong>48 business hours<\/strong><\/td><\/tr><tr><td>Claim for a defective product<\/td><td><strong>48 business hours<\/strong><\/td><\/tr><tr><td>General question: Back<\/td><td><strong>48 business hours<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc15-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc15-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc15-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en[data-kb-block=\"kb-adv-heading18_ret15-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en[data-kb-block=\"kb-adv-heading18_ret15-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret15-en[data-kb-block=\"kb-adv-heading18_ret15-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h2 id=\"ret-mediation\" class=\"kt-adv-heading18_ret15-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret15-en\">13. Mediation and Dispute Resolution<\/h2>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en[data-kb-block=\"kb-adv-heading18_ret81-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en[data-kb-block=\"kb-adv-heading18_ret81-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret81-en[data-kb-block=\"kb-adv-heading18_ret81-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret81-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret81-en\">13.1 Prior Informal Complaint<\/h3>\r\n\r\n\r\n\r\n<p>Before taking any legal action, we ask that you send us a <strong>written complaint<\/strong> \u00e0 <code>retours@ekomfort.lu<\/code>. ekomfort s&#8217;engage \u00e0 vous r\u00e9pondre <strong>within 30 days<\/strong>.<\/p>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en[data-kb-block=\"kb-adv-heading18_ret82-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en[data-kb-block=\"kb-adv-heading18_ret82-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret82-en[data-kb-block=\"kb-adv-heading18_ret82-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret82-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret82-en\">13.2 Consumer Mediation \u2014 France<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>For consumers residing in France<\/strong> : In accordance with Article L.612-1 of the Consumer Code, you have the right to use a <strong>consumer ombudsman<\/strong> 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:<\/p><p><strong>MEDICYS<\/strong> \u2014 Center for Mediation and Alternative Dispute Resolution for Judicial Officers<br>73 Boulevard de Clichy \u2014 75009 Paris, France<br>Website: <a href=\"https:\/\/www.medicys.fr\" target=\"_blank\" rel=\"noopener\">www.medicys.fr<\/a> \u00b7 Online submission: <a href=\"https:\/\/app.medicys.fr\" target=\"_blank\" rel=\"noopener\">app.medicys.fr<\/a><br>Email: contact@medicys.fr<br>MEDICYS is a mediator listed by the Commission for the Evaluation and Control of Consumer Mediation (CECMC).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en[data-kb-block=\"kb-adv-heading18_ret83-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en[data-kb-block=\"kb-adv-heading18_ret83-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret83-en[data-kb-block=\"kb-adv-heading18_ret83-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret83-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret83-en\">13.3 Consumer Mediation \u2014 Belgium<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>For consumers residing in Belgium<\/strong> : You can enter the <strong>Consumer Mediation Service<\/strong> (8 Boulevard du Roi Albert II, Box 1, 1000 Brussels, <a href=\"https:\/\/mediationconsommateur.be\" target=\"_blank\" rel=\"noopener\">mediationconsommateur.be<\/a>, email: contact@mediationconsommateur.be, tel. +32 2 702 52 00), in accordance with Book XVI of the Economic Law Code.<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en[data-kb-block=\"kb-adv-heading18_ret84-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en[data-kb-block=\"kb-adv-heading18_ret84-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret84-en[data-kb-block=\"kb-adv-heading18_ret84-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret84-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret84-en\">13.4 Consumer Mediation \u2014 Luxembourg<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>For consumers residing in Luxembourg<\/strong> : You can enter the <strong>National Office of the Consumer Ombudsman<\/strong> (271 Route d&#x27;Arlon, L-1150 Luxembourg, <a href=\"https:\/\/mediateurconsommation.lu\" target=\"_blank\" rel=\"noopener\">mediateurconsommation.lu<\/a>, tel. +352 49 60 22 1).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en[data-kb-block=\"kb-adv-heading18_ret85-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en[data-kb-block=\"kb-adv-heading18_ret85-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret85-en[data-kb-block=\"kb-adv-heading18_ret85-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret85-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret85-en\">13.5 Consumer Mediation \u2014 Germany<\/h3>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>For consumers residing in Germany<\/strong> : ekomfort <strong>does not commit<\/strong> and <strong>is not required<\/strong> to participate in a dispute resolution procedure before a consumer arbitration body (Section 36(1) of the VSBG\u2014Consumer Dispute Resolution Act). You may, however, bring the matter before the<strong>General Consumer Arbitration Board<\/strong> (Strassburger Strasse 8, 77694 Kehl, <a href=\"https:\/\/www.verbraucher-schlichter.de\" target=\"_blank\" rel=\"noopener\">verbraucher-schlichter.de<\/a>).<\/p><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en, .wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en[data-kb-block=\"kb-adv-heading18_ret86-en\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en[data-kb-block=\"kb-adv-heading18_ret86-en\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading18_ret86-en[data-kb-block=\"kb-adv-heading18_ret86-en\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\r\n<h3 class=\"kt-adv-heading18_ret86-en wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading18_ret86-en\">13.6 Competent Court<\/h3>\r\n\r\n\r\n\r\n<p>In the absence of an amicable agreement, <strong>disputes relating to this Policy<\/strong> shall be brought before the competent courts in accordance with the rules applicable to consumers:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>Consumers in France, Belgium, Luxembourg, and Germany<\/strong> : jurisdiction of the <strong>place of residence<\/strong> consumer matters, in accordance with Regulation (EU) No. 1215\/2012 (Brussels I bis), Articles 17 through 19<\/li>\r\n\r\n\r\n\r\n<li><strong>Applicable law<\/strong> : Luxembourg law, subject to the mandatory provisions of consumer law in the jurisdiction of the place of residence (Rome I Regulation, Art. 6)<\/li>\r\n<\/ul>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc16-en .kt-block-spacer{height:40px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc16-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc16-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Legal Basis<\/strong> :<\/p><ul><li>Directive 2011\/83\/EU of October 25, 2011, on consumer rights (distance selling)<\/li><li>Directive (EU) 2019\/771 of May 20, 2019, on certain aspects of contracts for the sale of goods (guarantee of conformity)<\/li><li>Regulation (EU) 2024\/3228 repealing Regulation (EU) No 524\/2013 (closure of the RLL platform as of July 20, 2025)<\/li><li>Regulation (EU) No. 1215\/2012 (Brussels I bis) on Jurisdiction<\/li><li>Regulation (EC) No. 593\/2008 (Rome I) on the law applicable to contractual obligations<\/li><li>French Consumer Code (Art. L.221-18 to L.221-28; Art. L.217-3 to L.217-28; Art. L.612-1)<\/li><li>Consumer Code of Luxembourg (Book II)<\/li><li>BE Economic Code (Book VI, Book XVI)<\/li><li>German Civil Code (BGB) (\u00a7 312g, \u00a7 355\u2013\u00a7 361, \u00a7 437)<\/li><li>Law No. 2023-171 of March 9, 2023 (FR) \u2014 presumption of prior use for 2 years<\/li><\/ul><\/blockquote>\r\n\r\n\r\n<style>.wp-block-kadence-spacer.kt-block-spacer-18_spc17-en .kt-block-spacer{height:24px;}.wp-block-kadence-spacer.kt-block-spacer-18_spc17-en .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\r\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-18_spc17-en\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\r\n\r\n\r\n\r\n<p class=\"has-small-font-size\"><em>ekomfort Return and Refund Policy \u2014 operated by SAKEPIXEL SARL-S, Luxembourg. Document generated on May 7, 2026.<\/em><\/p>\r\n\r\n","protected":false},"excerpt":{"rendered":"<p>Return and Refund Policy Last updated: May 7, 2026 Document generated by the ekomfort Legal Pages team \u2014 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&#8230;<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-20105","page","type-page","status-publish","hentry"],"acf":[],"taxonomy_info":[],"featured_image_src_large":false,"author_info":{"display_name":"","author_link":"https:\/\/ekomfort.lu\/en\/author\/"},"comment_info":0,"_links":{"self":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages\/20105","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/comments?post=20105"}],"version-history":[{"count":0,"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/pages\/20105\/revisions"}],"wp:attachment":[{"href":"https:\/\/ekomfort.lu\/en\/wp-json\/wp\/v2\/media?parent=20105"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}