Refund policy

Return Policy

We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.

Eligibility for returns

To be eligible for a return, your item must be in the same condition as when you received it:

unused
in its original packaging
with any labels or tags intact

You will also need to provide a receipt or other proof of purchase.

How to request a return

To initiate a return, please contact us at:

hello@purelyaqua.dk

All returns must be agreed in advance. Items sent back without prior approval will not be accepted.

Return addresses

To make the return process as simple as possible, returns can be sent to different addresses depending on your country of residence.

Return address – Sweden
Jenark AB
Makadamgatan 5
254 64 Helsingborg
Sweden

Return address – Denmark
Jenark A/S
Helsingør Erhvervspark
H. P. Christensensvej 1
3000 Helsingør
Denmark

We recommend that customers in Denmark return to the Danish address and customers in Sweden to the Swedish address, as this often results in lower return shipping costs.

You are responsible for the return shipping costs unless otherwise agreed.

Damages and issues

Please inspect your order as soon as you receive it.

If the item is defective, damaged, or if you have received the wrong item, please contact us as soon as possible at hello@purelyaqua.dk, so we can assess the issue and find a solution.

Non-returnable items

Certain types of items cannot be returned. This includes:

custom or made-to-order products
personalised items
gift cards
items that are not suitable for return due to their nature (e.g. hygiene-related products)

Please contact us if you are unsure whether your item is eligible for return.

Exchanges

If you would like a different item, we recommend returning the original item and placing a new order once your return has been approved.

EU 14-day right of withdrawal

If you are a consumer residing in the EU, you also have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day you, or a person appointed by you, receive the goods.

To exercise your right of withdrawal, the item must be returned in the same condition as received:

unused
in original packaging
with any labels intact

A receipt or proof of purchase is required.

Refunds

We will notify you once we have received and processed your return.

If approved, your refund will be issued automatically to your original payment method within 10 business days.

Please note that it may take additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at hello@purelyaqua.dk.