Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Help@red-iguana.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Help@red-iguana.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Help@red-iguana.com.

Return & Exchange Policy

We do not accept returns or exchanges on cosmetic products and/or tools. All cosmetic items are final sale.

**PLEASE NOTE: ALL CLEARANCE ITEMS AND REFURBISHED/DEFECTIVE HANDS ARE FINAL SALE. These items cannot be returned or exchanged for any reason

All silicone practice hand returns are subject to a 20% restocking fee.

The restocking fee will not be applied to return orders due to an error on our behalf.

If you are in need of exchanging a non-defective item(s), the restocking fee will be waived and you will need to provide the shipping cost of the item(s) being returned and the new shipping cost for the exchange.

If you wish to return or exchange your item, we must receive your request within 15 days of the date you received your item.

We’ll accept return requests for items that are unopened, unused, in the same condition it was received. The product(s) must be in its original packaging. You are responsible for paying the return shipping costs. Original shipping paid is non-refundable.

There are certain situations where only partial refunds are granted:

  • Product with obvious signs of use.
  • Any item not in its original condition (damaged or missing items for reasons not on our behalf).
  • Any item that is returned more than 15 days after delivery day.

If you are shipping item(s) over $50, consider purchasing a trackable shipping service or shipping insurance to ensure it arrives. We cannot guarantee that we’ll receive your item.

 

Refunds

Once we receive your returned item, our team will review your request and inspect the item(s). We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.

If approved, the money will be refunded to your original method of payment typically within 3-5 business days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank/card statement.

If you have yet to receive a refund and have already checked in with your bank/card statement and have contacted your bank/credit card company/PayPal, please contact us at help@red-iguana.com.

 

*DISCLAIMER: Once a package leaves our warehouse it becomes the property of the shipping company (USPS/UPS/DHL). Red Iguana LLC is NOT responsible or held liable for any shipping issues along the way such as delivery delays, missing or damaged packages. We do NOT have any control over the carriers nor do we have any special privileges, information, or "ins". Please understand, we are not able to provide any more information other than what is already provided by your tracking information, nor are we able to control, manage or change how packages are handled by the carrier after pickup from our warehouse, during transit, or delivery. In the event you are unable to locate your delivery or have any other issues related to your shipment please contact the carrier first as they are better able to assist you. If you have Route Package Protection purchased with your order please file a claim at claims.route.com. If you received a product that is damaged upon arrival, please follow the instructions provided in the “Damages” section of our shipping policies page.