Returns or Exchanges

The products purchased may be returned within 30 calendar days of receipt, the product must reach our facilities within these 30 days. We have different cases for returns or expenses and each with its own characteristics.

Free size change

You have the option of free size exchange, for the same product in a different size. Only in Spain Peninsular or Balearic Islands) with the following operation.

- You must access your customer account and in the orders section you can process the return, here you can indicate the new size desired along with the type of return you have chosen and you will receive a confirmation of the return (with a return number).

- Then you must take out the return label at the following link

https://www.puntopack.es/realizar-un-envio/devolver-un-paquete/grabacion-del-paquete/?brandId=E1IGUANA


- Pack the product as you received it in a double box and without damaging the original packaging of the product, include inside the Return number along with a note expressing the desired change and deposit it in the PuntoPack of your choice.


- Once received (between 3 and 12 days), it will be checked that the product is in perfect condition and the new size will be sent to the nearest PuntoPack to your customer address, if you want another PuntoPack you must indicate it in the return.

Why PuntoPack? How long does it take to make an exchange? Can I do it faster?

We have chosen PuntoPack because it is a comfortable operation for the customer, you can manage the label directly, you do not have to wait at home to pick up the package, you just have to go to the thousands of collection points, it is fast and convenient, but it is a little slow.

The total process can take between 7 and 20 days depending on the collection days of your Puntopack.

Of course you can speed up this process in two ways:

1 - We can process the size exchange with Express courier with collection and home delivery at a cost of €7, just indicate this preference when processing the return.

2 - You can process the return and buy the new size, when the return arrives you will receive a refund of the product (only if you have purchased the same product in a different size), you can even have the two sizes simultaneously in your possession to decide better and then return for free by Puntopack the one that does not fit you.

Free Return or Free Product Exchange.

Now we have the option to return any product for free, only from mainland Spain or Balearic Islands, provided that the amount of the returned products are left in your customer account for future purchases.

To benefit from this option the form is as follows:


- Request the return in your customer account indicating that you want to accumulate the amount in your customer account, shortly after you will receive confirmation with your return number.

- Then you must take out the return label in the following link

https://www.puntopack.es/realizar-un-envio/devolver-un-paquete/grabacion-del-paquete/?brandId=E1IGUANA

- Pack the product as you received it in double box and without damaging the original packaging of the product, include inside the Return number along with a note stating that you want to return the product leaving the amount in your account for future purchases and deposit it in the PuntoPack of your choice.

- Once received (between 3 and 12 days), it will be checked that the product is in perfect condition and a voucher will be charged to your account with the amount of the returned product, so you can order the product or products that suits you.

Why PuntoPack, can I do it faster?

We have chosen PuntoPack because it is a comfortable operation for the customer, you can manage the label directly, you do not have to wait at home to pick up the package, you just have to go to the thousands of collection points, it is fast and convenient, but it is a little slow.

The total process can take between 3 and 15 days depending on the collection days of your Puntopack.

Of course you can speed up this process in two ways:

1 - We can process the collection with Express courier to your home at a cost of 7 euros, just indicate this preference when processing the return.

2 - You can process the return and purchase the new items indicating 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 cost of return.

Return with Refund or Withdrawal.

Of course you can return your products within 30 calendar days of receipt, counting that the product must reach our facilities within this period, to exercise your right to withdrawal and recover the money for the products, under the following conditions.

- The products must meet the conditions described below, taking care of the packaging.

- The first thing to do is to register the return in your customer account, in order to receive your return number.

- You must send the products by your means to the address on the invoice or deposit them in one of our network of Tiendas Iguana Custom, with a copy of the return number or invoice, indicating that the refund is requested. (This will always be refunded in the same way that has been paid, in the case of the cash on delivery option will be made a bank transfer to the account number provided to us.

The refund will always be the amount of the product (not including shipping costs if any).

If you want we put at your disposal our means of shipment for returns 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)

If it is the case that you use our return systems these 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.

Returns from the Canary Islands, Ceuta, Melilla, Andorra and the Azores

We are sorry to say that we cannot provide preferential options for areas with customs such as the Canary Islands, Ceuta, Melilla, Andorra, Azores. In these cases the customer always has to send the goods by their own means making sure that the products always arrive customs free.

Conditions for returning/exchanging a product

- You can not return or exercise the withdrawal, articles made to measure, custom products, products that involve a problem with hygiene, products electroncitos motorcycle, items that indicate on the website that are an express order and warns that can not be returned.

- The product must be in perfect condition and properly packaged, as far as possible with its original packaging and labeling, but the product will suffer a depreciation that will have to assume the customer. The return may not take place in any case if the products supplied were clearly subject to use and provided that the use does not go beyond the mere verification of the good condition and operation of the same. It must not present writings, stickers or packaging tape.


- The product must keep all the accessories with which it has been supplied and are typical of the brand.