Returns and complaints

Last updated on February 8, 2024

Return


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.

All you have to do is write an email to us at: info@passio.dk , where you clearly state that you wish to make use of the right of return. If your return is accepted, we will send you a return shipping form as well as instructions on how to ship your package. It is a requirement that you can present a receipt or invoice before we can start the return process.
Items sent back to us without first requesting a return will not be accepted.

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 info@passio.dk

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.
- Goods where the product has been used.
- Goods which are damaged during transport on the way to the warehouse at the fault of the sender (buyer), where the goods/goods have not been properly packed.
- Goods with signs of use, such as rice or similar.
- Goods that do not appear new.
- Goods that have been exposed to smoke, food, liquid or damage.

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. We do not accept returned goods until we have approved it.

Returned goods must be sent to this address:

Passion ApS
Kocksvej 13, 1. 16
3600 Frederikssund
Denmark

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.

PAY SPECIAL ATTENTION TO
Please note that returns are at your own cost and responsibility. The product must be in the same condition as on receipt, including packaging, the condition of the item and its contents.

Complaint

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: info@passio.dk

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.
Remember that the item must always be sent in proper packaging - and you are responsible for the shipment of the item, where we do not accept the item is damaged during shipping.