Terms and conditions of sale
Last updated: 8 October 2026
Purpose and acceptance
These terms and conditions of sale apply to all orders placed with Zigzag-Concept, 28, route de Capellen, L-8279 Holzem, Luxembourg, on the website zigzag-concept.lu or by quote.
By confirming an order or accepting a quote, the customer acknowledges having read these terms and conditions and accepts them without reservation. The terms applicable are those in force at the time of the order.
Products and customisation
Zigzag-Concept offers textiles and items customised by embroidery or printing. Each customised item is made specially for the customer, according to their choices (model, size, colour, design, text, placement).
The customer guarantees that they hold all rights to the logos, texts and images they send us (copyright, trademarks). Zigzag-Concept may refuse any customisation that is unlawful or offensive.
On-screen colours, garment measurements and the appearance of embroidery are given for information only. We do our utmost to reproduce your design faithfully, but cannot guarantee an exact match (thread and ink colours, textile material).
Quotes and orders
For customised orders, a no-obligation quote can be drawn up based on your request. The order is confirmed once the quote has been accepted and, where applicable, the design proof has been approved.
Products are offered subject to availability from our suppliers. If an item becomes unavailable after your order, we will inform you by e-mail as soon as possible and offer you an alternative, a new delivery time or a refund for the item concerned.
Prices
Prices are shown in euros, including all taxes (Luxembourg VAT included). Unless stated otherwise, the prices displayed on product pages do not include customisation, which is subject to a quote or an option.
Delivery costs are shown before the order is confirmed (see the Delivery page).
Payment
Payment is made when ordering, by credit card (secure payment via Stripe), by PayPal or by bank transfer. Production starts once payment has been received.
Zigzag-Concept never has access to your card details: they are processed directly by the secure payment providers.
Production and delivery
Production times are given for information only and depend on the quantity and the technique chosen. Order as early as possible if you need your items by a specific date.
Delivery terms and times are detailed on the Delivery page.
Right of withdrawal
Customised items (embroidered, printed or made to your specifications) cannot be returned or exchanged: they are excluded from the right of withdrawal, in accordance with the Consumer Code.
For non-customised items, you have 14 days. All the details are set out on the Cancellation terms page.
Complaints and guarantees
When you receive your parcel, check your items. If an item is defective or damaged, or if we have made a mistake in the customisation, contact us promptly at info@zigzag-concept.lu with photos: we will replace the item or refund you.
In all cases, consumers benefit from the legal guarantee of conformity (2 years) provided for by the Luxembourg Consumer Code.
A change of mind about the item or the customisation chosen is not a defect and does not entitle you to a refund.
Liability
Zigzag-Concept cannot be held liable for any delay or failure to perform caused by force majeure, by a carrier or by incorrect information provided by the customer (address, sizes, design).
Personal data
The data provided when ordering is necessary to process your order. How it is used is detailed in our Privacy policy.
Applicable law and disputes
These terms and conditions are governed by Luxembourg law. In the event of a dispute, an amicable solution will be sought first. Consumers may refer the matter free of charge to the Service national du Médiateur de la consommation (www.mediateurconsommation.lu). Failing agreement, the Luxembourg courts have jurisdiction, without prejudice to the rights consumers enjoy under the law of their country of residence.