Exchange/return/complaint

HOW TO EXCHANGE A PRODUCT FOR A DIFFERENT ONE?

STEP 1: Fill out the exchange form:

We include a special exchange form with every package. Please fill it out carefully. If you didn’t receive it or lost it – just write the same information on a regular sheet of paper.

What to include:

Your full name,
Your email address,
Your order number,
What you'd like to exchange it for (model, color, size),
The return address where we should send the exchanged product.

Without this information, we won’t be able to process the exchange! If something’s missing and we can't contact you, your package will stay with us until you reach out.

STEP 2: Prepare your package:

Put the following inside:

The product (clean, unused, and free from scents like perfume, sweat, cigarette smoke, etc.)
The exchange form or a handwritten note with the details above
Payment for return shipping (i.e., the cost of sending the new item to you) – or make a bank transfer (details below)

× Return shipping cost (from us to you):

7 EUR – via Polish Post
If you'd like a different courier, please email us first – the price may vary depending on the country and chosen carrier.

Payment options:

Option 1: Cash – include it in the package (e.g., in an envelope)
Option 2: Bank transfer

× Bank details:

Account number details for EUR:

IBAN: PL 98 2490 1057 0000 9902 5387 9654

Cod BIC SWIFT - ALBPPLPW

Account number details for USD:

IBAN: PL 54 2490 1057 0000 9901 5387 9654

Cod BIC SWIFT - ALBPPLPW

Account number details for CZK:

IBAN: PL 27 2490 1057 0000 9907 5387 9654

Cod BIC SWIFT – ALBPPLPW

Recipient: IGUANATREND — Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland, NIP: 937 108 74 48

Transfer title: "[Your order number] – exchange"

If you're exchanging for a larger size (2XL and above):

2XL – +10 EUR
3XL – +12 EUR
4XL – +14 EUR
If the new product costs more – please pay the difference.
If it costs less – we’ll refund you the difference.

STEP 3: Send your package to us:

Use any shipping method you prefer, but do NOT choose cash on delivery (COD) – we do not accept such packages.

Send to: IGUANATREND – Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland.

IMPORTANT EXCHANGE RULES:

For exchanges from outside the European Union, all customs fees must be covered by the buyer. If we’re charged customs fees upon receiving your package, we will not accept it and the shipment will be returned to you.
We do NOT accept exchanges for items in the following categories: “Binders tailor-made”, “Special Editions”, “LGBTQ + Accessories”.
We also do NOT accept exchanges for opened Gaff underwear, Packer Boxers, or any swimwear¹ – for hygiene reasons.
Exchanges must be requested within 14 days of receiving your order.
Products must be in perfect condition: clean, unused, undamaged, and scent-free.
If anything is wrong, we may refuse the exchange or require a repair fee before sending a replacement. If the customer doesn’t cover the repair or if the exchange is refused due to the reasons listed above, the product can only be sent back if the shipping fee is paid (7 EUR – Polish Post). If the customer doesn’t pay the return shipping cost, we’ll notify them, and the package will remain in our warehouse until claimed.

¹Not applicable: Beach Cover-Up and Swim Skirt.

HOW TO RETURN A PRODUCT?

Our store operates under Polish consumer protection law, which includes a 14-day right of withdrawal for consumers in the EU. If the consumer protection laws in your country offer greater rights, you may also rely on them.

When CAN’T you withdraw from the contract?

For hygiene reasons, we do not accept returns of: Packer Boxers, gaff underwear, swimwear.¹
Tailor-made products (i.e. items made specifically to your measurements)
Products from the “Special Editions” category (i.e. made-to-order products)
²Individual items from sets (2-packs / 3-packs)

¹ Not applicable: Beach Cover-Up and Swim Skirt.

² If you ordered a set (e.g. a 2-pack or 3-pack), you can only return the entire set, not part of it. Why? On the receipt, such a set is listed as a single product – with a discounted bundle price. Returning only part of it would be impossible from an accounting standpoint and unfair to other customers.

STEP 1: Let us know about your decision

You have 14 days from the date of delivery to inform us that you want to withdraw from your purchase. This must be done clearly and in writing. You can send your message:

by email to: shop@iguanatrend.pl or by post to: IGUANATREND – Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland

Your withdrawal message should include:

your contact information (name, address)
order number
name and quantity of returned products
amount to be refunded
how you’d like to receive the refund – if by bank transfer, please include your account number

⇒ You can also use our ready-made withdrawal form → [click here]

It's optional, but it may help you go through the process more easily.

Example of a withdrawal message:

"Subject: Withdrawal from contract – order #12345

Hello, I hereby inform you that I am withdrawing from the contract concluded on [purchase date].

Buyer details:

Name: Jan Kowalski

Email: jan.kowalski@gmail.com

Phone: 123 456 789

Address: Piekna 2, 45-323 Warsaw, Poland

I am returning the following product: Black Sport Binder size M – 1 item – EUR 40

Please refund the amount to the following bank account:

12 3456 7890 1234 5678 9012 3456 – account holder: Jan Kowalski

Best regards, Jan Kowalski"

STEP 2: Send the product back

After notifying us of your withdrawal, you have another 14 days to return the item. You can use any shipping method – except cash on delivery (we do not accept COD parcels).

You can ship to: IGUANATREND – Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland

The return shipping cost is the responsibility of the customer!
For returns from outside the European Union, all customs fees must be covered by the buyer!

We will issue your refund:

no later than 14 days after we receive both your withdrawal notice and the returned item
using the same payment method you used (unless you request another method, such as bank transfer)
we will also refund the shipping cost – but only up to the amount of the cheapest shipping method offered in our store
we may delay the refund until we receive the returned item or all required information from you
If you return a product but it’s been used more than necessary to simply try it on or check it (like you would in a store), and it comes back with signs of wear, damage, or scent (like perfume or smoke), we may need to reduce your refund to cover the loss in value.

HOW TO FILE A PRODUCT COMPLAINT (STATUTORY WARRANTY)?

We want everything to be just right. But if something’s not – you’ve noticed a defect or have any concerns about a product, you can submit a complaint under the statutory warranty (Polish rękojmia – a legal right to claim a defective item). If you are a customer based in the European Union and your local consumer law provides stronger protection (e.g. a longer complaint period), you may also rely on those rights. A statutory warranty claim applies if the product: had a defect at the time of purchase, or developed a defect later due to an issue already present in the product (e.g. a material flaw or a manufacturing fault).

Under the statutory warranty, you can request:

repair of the defective product,
replacement with a new one,
a price reduction,
withdrawal from the purchase and a full refund – if the defect is significant (meaning it prevents proper use or greatly reduces the value, and repair is impossible or unreasonably difficult).

STEP 1: How to submit a complaint?

You can send your complaint: by email to: shop@iguanatrend.pl, or by post to: IGUANATREND – Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland

If you’re writing from outside Poland, we recommend contacting us by email first.
We’ll respond within 14 calendar days. If you don’t receive a reply within that time, it means your complaint has been accepted.

STEP 2: What to include in the complaint?

There’s no required format, but to help us process your request faster, please include:

your name and contact details (email or phone),
your order number or other proof of purchase,
a description of the issue – which product it concerns, what exactly is wrong, and when you noticed the problem,
what you’re asking for (repair, replacement, refund, price reduction).

These are just guidelines – not including something doesn’t make the complaint invalid.

⇒ You can also use our ready-made complaint form → [click here]

It's optional, but it may help you go through the process more easily.

Example of a complaint message (by email or letter):

"Subject: Complaint – Order #45678

Hello, I’d like to submit a complaint about the following product:

Sport Binder white, size M – Order #45678

Issue: After the first wash, the fabric came apart at the seam.

Request: I would like a replacement.

Contact details:

Jan Kowalski

jan.kowalski@gmail.com

+48 123 456 789

45-323 Warsaw, Piekna 2

I’m attaching photos of the defect and a copy of the receipt.

Best regards, Jan Kowalski"

STEP 3: What happens next?

If we ask you to return the product:

Please send it to: IGUANATREND – Gabriela Wełniak, Agrestowa 2, 43-384 Jaworze, Poland
Include your proof of purchase (e.g. invoice) in the package.

If the complaint is accepted under the statutory warranty, we’ll also refund your shipping costs (up to the amount of the cheapest delivery option available in our store). If the complaint is rejected, shipping costs will remain your responsibility.

PLEASE REMEMBER:

If you are a customer based in the European Union and your local consumer law provides stronger protection (e.g. a longer complaint period), you may also rely on those rights.
A complaint is not the same as a return.
You can return a product without giving a reason within 14 days of receiving it.
A complaint (due to a defect) can be filed within 2 years of receiving the product.
You can only request a refund if the defect is significant and cannot be easily repaired.
If the defect is minor, you are entitled to repair, replacement, or a price reduction.
Always include proof of purchase (e.g. invoice) when filing a complaint.