Returns and complaints

Last updated on February 16, 2025

Return
If you are dissatisfied with what you have purchased - perhaps it was not quite what you expected, or you just want to return your goods, you have the option to return your purchase up to 30 days after you have received your goods. In connection with the return, we offer free return shipping so you don't have to pay for shipping. in a few seconds

Cancellation must be notified to us no later than 30 days after receipt of the goods 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: info@passio.dk , using the standard cancellation form, which you will find at the bottom of the terms and 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 refund amount will be refunded using the same payment method you used to pay for the goods. As a rule, the money will be credited to your account within 5 banking days, but in other cases it may take longer depending on your bank. Once we have transferred the money, 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 (e.g. providing the wrong delivery address)
- Your order does not arrive within 14 days of you exercising your right of withdrawal. When returning, you are responsible for ensuring that the item is properly packaged.

The following types of goods are not included in the right of withdrawal:
- Goods that are manufactured to the consumer's specifications or have been given a clearly 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 got lost on the way to the warehouse.
- Damage occurred during transport to the warehouse due to the fault of the transport company.
- Where one or more parts/lots/quantities 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:

Passio ApS
Kocksvej 13, 1. 16
3600 Frederikssund
Denmark

You bear the risk of the goods from the time of delivery until we have received them back. We do not accept packages sent COD. We do not accept returns sent to parcel shops or other places.

Complaint
As a consumer/buyer at our online webshop, you can make a complaint up to 24 months after you have received your goods. If you have received something with a material defect, you are entitled to a complaint. The complaint does not apply if there is visible wear on the item, as this is referred to as wear during consumption.

Remember to make a complaint within a “reasonable time”, otherwise you may risk not being entitled to a complaint. Please inspect your order upon receipt and contact us immediately. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately by email: info@passio.dk

If your claim request is accepted, you will then receive an email with instructions on how to claim your item. We will cover the return costs.