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Returns or Exchanges
Purchased products may be returned within 30 calendar days from receipt by the customer. The product must arrive at our facilities before the end of this 30-day period.
We offer you 3 types of return or exchange with different characteristics and conditions. Select the one that best suits your case from the list below.
Free size change
If you have purchased a helmet, a jacket, gloves or any other product available in various sizes and it does not fit as expected, you have the possibility of making the change for free. You have to take into account the following conditions:
- The change of size must be of the same product.
- For logistical reasons, size changes can only be made free of charge in the Peninsular Spain and the Balearic Islands.
If you want to change the size of your product, just follow these steps:
- Access your customer account, ORDERS section.
- Choose the order and process the return. Here you can indicate the size you wish to receive and the type of return.
- Once processed you will receive a confirmation and a RETURN NUMBER.
- Access this LINK https://www.puntopack.es/realizar-un-envio/devolver-un-paquete/grabacion-del-paquete/?brandId=E1IGUANA y and generate the Return Label.
- Pack and protect the product as you received it in double box and without damaging the original packaging. Include a note inside containing the return number and a brief explanation of the size you wish to receive. Also indicate at which Punto Pack you want to receive the new size. Otherwise, we will send it to the PuntoPack closest to your customer address.
- Take the package with the Return Label to the Punto Pack of your choice.
- Once we receive the package (it will take between 3 and 12 days approx.) We will check that the product is in perfect condition. In that case, we will send you the requested size to the Punto Pack closest to your customer address or to the one you have indicated in the return note.
Before initiating the exchange or return process, please make sure you have read and understood the conditions for returning or exchanging a product.
IMPORTANT NOTE
If you encounter any issues while registering your return or exchange on the website, or if your account is a guest account and does not allow you to proceed, don't worry. You can skip these steps and proceed directly from step number 4 by downloading the label or requesting a pickup with cost through WhatsApp, Telegram, or email. Just make sure to indicate inside the package how you want to proceed, including your full name, order reference, or invoice number, along with a comment specifying whether you want an exchange for another size, a refund, or adding the balance to your account. Once we receive the package, our team will contact you if there are any questions.
Why PuntoPack? How long does it take to make a change? Can I do it faster?
We have chosen Punto Pack because its operating system is more convenient for the customer: you can manage the return label directly, you do not have to wait at home for the package to be picked up or delivered, and it has a wide network of collection points and parcel delivery. The only drawback: sometimes it is a somewhat slow service because they wait for a minimum volume to make collections or deliveries at their points.
This means that the total size change process, from when you send us the package until you receive your new size, can range between 7 and 20 days, depending on the chosen Pack Point.
How to speed up the change process?
If you urgently need to make the change and do not want to depend on the Collection / Delivery dates of your Punto Pack, you can choose to speed up the shipment in 2 ways:
- When processing the return, indicate Express Messaging. We will carry out the change of size with collection and delivery at home at a fairly low cost of €7 (peninsular Spain and Balearic islands)
- At the same time that you process the change of size, you can request the one you want to receive on our website. Do not forget to indicate in the order that you have a return in progress. If this purchase is after the processing of the size change and for an amount equal to or greater than the return, a refund of the products will be issued without charging the return costs.
Free Return or Free Product Exchange
We offer you the possibility of returning any product for free, with these conditions:
- The amount of the returned product is accumulated in your user account for future purchases on our website.
- For logistical reasons, returns can only be made free of charge in the Peninsular Spain and the Balearic Islands.
To return a product you just have to follow the following steps:
- Access your user account, ORDERS section.
- Choose the order and process the return, indicating that you want to accumulate the amount in your user account.
- Once processed you will receive a confirmation and a RETURN NUMBER.
- Access this LINK https://www.puntopack.es/realizar-un-envio/devolver-un-paquete/grabacion-del-paquete/?brandId=E1IGUANA and generate the Return Label.
- Pack and protect the product as you received it in double box and without damaging the original packaging. Include a note inside containing the return number and a brief explanation indicating that you want to return the product and that you want the amount to go to your user account for future purchases.
- Take the package with the Return Label to the Punto Pack of your choice.
- Once we receive the package (it will take between 3 and 12 days approx.) We will check that the product is in perfect condition. In that case we will accumulate the amount in your user account so that you can make more purchases.
Before initiating the exchange or return process, please make sure you have read and understood the conditions for returning or exchanging a product.
IMPORTANT NOTE
If you encounter any issues while registering your return or exchange on the website, or if your account is a guest account and does not allow you to proceed, don't worry. You can skip these steps and proceed directly from step number 4 by downloading the label or requesting a pickup with cost through WhatsApp, Telegram, or email. Just make sure to indicate inside the package how you want to proceed, including your full name, order reference, or invoice number, along with a comment specifying whether you want an exchange for another size, a refund, or adding the balance to your account. Once we receive the package, our team will contact you if there are any questions.
Why PuntoPack? How long does it take to make the return? Can I do it faster?
We have chosen Punto Pack because its operating system is more convenient for the customer: you can manage the return label directly, you do not have to wait at home for them to pick up the package and it has a wide network of collection and delivery points for parcel. The only drawback: sometimes it is a somewhat slow service because they wait for a minimum volume to make collections or deliveries at their points.
This means that the total return process from when you send us the package can range between 3 and 15 days, depending on the Punto Pack chosen.
How to speed up the return process?
If you urgently need to make the return and do not want to depend on the collection dates of your Punto Pack, you can choose to speed up the shipment in 2 ways:
- When processing the return, indicate Express Messaging. Home collection will be made at a fairly low cost of €7 (Peninsular Spain and Balearic Islands)
- At the same time that you process the return, you can continue shopping on our website. Do not forget to indicate in the order that you have a return in progress. If this purchase is later and of an amount equal to or greater than the return, a refund of the products will be issued without charging the return costs.
Return with Refund or Withdrawal
Of course, you have the possibility to return your products within 30 calendar days of receipt. You must bear in mind that the product must arrive at our facilities within this period to exercise your right of Withdrawal. In that case we will reimburse you for the total value of the returned product.
To return a product you just have to follow the following steps:
- Access your user account, ORDERS section.
- Choose the order and process the return.
- Once processed you will receive a confirmation and a RETURN NUMBER.
- Pack and protect the product as you received it in double box and without damaging the original packaging. Include a note inside containing the return number and/or a copy of the invoice with a brief explanation indicating that you want the amount refunded.
- You must ship the products by your own means to the address on the invoice. You can also deliver them to any of the physical stores in the Iguana Custom network.
- The amount of the return will always be refunded using the same means of payment used at the time of purchase. In the return of orders placed on delivery, a Bank Transfer will be made to the account number provided to us.
- If everything is correct, the refund will be made for the amount of the product. Shipping costs, if any, are not included.
Before initiating the exchange or return process, please make sure you have read and understood the conditions for returning or exchanging a product.
IMPORTANT NOTE
If you encounter any issues while registering your return or exchange on the website, or if your account is a guest account and does not allow you to proceed, don't worry. You can skip these steps and proceed directly from step number 4 by downloading the label or requesting a pickup with cost through WhatsApp, Telegram, or email. Just make sure to indicate inside the package how you want to proceed, including your full name, order reference, or invoice number, along with a comment specifying whether you want an exchange for another size, a refund, or adding the balance to your account. Once we receive the package, our team will contact you if there are any questions.
If you prefer, we can offer you our return shipping services, with the following costs:
- PuntoPack Spain Peninsular 6 Euros or Balearic Islands 8 Euros (transit 5 to 15 days)
- Courier home collection - 12 Euros (Peninsula) 18 Euros (Balearic Islands) (transit 3 or 4 days)
- GLS Europe - 25 Euros (Except Canary Islands, Ceuta, Melilla, Azores)
When using these return methods the costs will be deducted from the refund issued.
Refunds will always be applied in the same way as the original payment within 3 to 10 days of receipt of the return by Iguana Custom.
In this case we only provide a reduced rate to the customer for our contracts. Iguana Custom is not responsible for non-compliance with the services of the transport companies, breakages during the journey, losses. We will claim these possible incidences but the returns will only be considered valid once they have been received at our facilities and the tracking of the transport company so indicates.
Returns from Canary Islands, Ceuta, Melilla, Andorra and Azores
We regret to inform you that we cannot provide preferred options for areas with Customs, such as the Canary Islands, Ceuta, Melilla, Andorra, or the Azores. In these cases, the customer must always send the merchandise using their own means, ensuring that the products always arrive free of customs charges.
RETURN AND EXCHANGE POLICY
We appreciate your purchase and hope you are satisfied with our products. However, if you need to return or exchange a product, it's important that you understand our conditions. Please note from the outset that no product that has been used can be returned. We will provide you with a clear distinction between testing and using a product.
- Non-Returnable Products: We do not accept returns or cancellations of customized items, made-to-measure products, products that pose a hygiene problem if returned, unsealed motorcycle electronic products (such as regulators, stators, odometers, and control units), and any custom-made product indicated on the website as non-returnable.
- Returns of Special Offer Products: If you purchased a product at a special price and wish to return it, we can offer you a refund of the amount paid or a voucher for another purchase, respecting the current prices on our website.
- Product Condition and Status: To accept a return, the product must be in its original condition, without signs of use, in its packaging, and with all its labels intact. It should not have been used beyond mere checking of its good condition and testing without any evidence of damage or use.
- Packaging Protection: Protect the original packaging. For example, if you are returning a helmet, you must use a double box, just as you received it. This helps prevent damage to the original packaging during transport. If the product is damaged due to improper packaging, we may not accept the return.
- Difference Between Testing and Using the Product: It is essential to understand the difference between testing and using a product. You can test products at home without causing damage or leaving evidence of use. For example, you can test a jacket, helmet, or a pair of gloves without going on the road and without removing protective plastics, tags, etc. Products like footrests, grips, mirrors, backrests, etc., can be seen and displayed on the motorcycle, but if they are mounted and show obvious signs of use, they cannot be returned. In particular, exhausts or exhaust tails cannot be returned if they have been installed on the motorcycle and the motorcycle has been started, as the evidence of use is unequivocal and would make it impossible to sell the product as new.
- Common Sense and Final Recommendations: Before returning a product, consider its current condition. If you would receive it in its current state and consider it new, it is likely to be returnable. But if it appears to be a second-hand or used product, we will not accept the return. We appreciate your understanding and cooperation in complying with these policies in advance.
Professionals adhering to the B2C professional tariff
- Product returns will not be accepted
- In the event that a return is accepted, the amount will not be refunded, a voucher will be applied discounting a restocking fee of 15% of the value of the product.
- Acceptance of this rate excludes free size exchange, free shipping costs and free returns.