Returns and complaints

Last updated on May 6, 2024

If you are not satisfied with what you have bought - perhaps it was not quite what you expected, or you just want to return your goods, you have the option of returning your purchase up to 30 days after you have received your goods. In connection with the return, you are responsible for the shipping costs yourself, where you will be deducted DKK 49 from your receivable if you choose to make use of the right of return through Passio.

Cancellations must be notified to us no later than 30 days after receiving the item, and from the cancellation you must return the shipment no later than 14 days after you have given notice. The notice must be given by email at: , using the standard cancellation form, which you will find at the bottom of the trading conditions. It is a requirement that you can present a receipt or invoice before we can start the return process.

Once we have accepted your return request, your return amount will be refunded using the same means of payment as you paid for the goods. As a starting point, the money is deposited into your account within 5 banking days, but in other cases it may take longer depending on your bank. Once we have set the money for transfer, you will receive a confirmation email from us.

If more than 7 banking days have passed since we approved your return and you have not received your refund, please contact us at

We will not issue the refund if
- Your order does not arrive due to factors within your control (eg providing the wrong delivery address)
- Your order does not arrive no later than 14 days after you have exercised your right of cancellation. When returning, you are responsible for ensuring that the item is properly packaged.

The following product types are not included in the right of withdrawal:
- Goods which have been manufactured to the consumer's specifications or have been given a distinct personal touch.

In other words, you can try the product as if you were trying it on in a physical store.

You can arrange the shipping to our warehouse yourself - we, Passio ApS, are not responsible for returned goods:
- Something has been lost on the way to the warehouse.
- There is damage during transport to the warehouse with the fault of the transport company.
- Where one or more parts/lots/numbers are missing.

Remember that it is important that you send us an email stating that you will be responsible for the return yourself.

Returned goods must be sent to this address:

Passion ApS
Kocksvej 13, 1. 16
3600 Frederikssund

You bear the risk for the item from the time of delivery until we have received it back. We do not accept packages sent with cash on delivery. We do not accept returns sent to parcel shops or elsewhere.

As a consumer/buyer at our online webshop, you can advertise up to 24 months after you have received your goods. If you have received something where there is an error in the material, you are entitled to a complaint. The complaint does not apply if there is visible wear and tear on the product, as this is referred to as wear and tear during consumption.

Remember to advertise in a "reasonable time", as otherwise you may risk that you are not entitled to a complaint. Please examine your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, contact us immediately by email:

If your complaint request is accepted, you will then receive an email with instructions on how to complain about your goods. We will cover the return costs.