IRIS Warranty System (IWS)
In the event that a IRIS product develops a fault, our customers are covered by the IRIS
Warranty System (IWS) which ensures that the fault is resolved free of charge for a limited
period of time after purchase (terms and conditions apply).
Table of Contents
- Warranty period type
- Terms & Conditions
- To obtain warranty service
- IWS- Members:
- Limitations
- Others
- 30 days Money Back Guarantee
- Return or refund of a physical product
- When shall I receive my refund?
- IRIS Headquarter Service Center contact and addresses**
1. Warranty period type
Warranty period is always valid as from purchase date of covered product based on a valid proof of
purchase. Warranty period end date is always based on initial Purchase date of Product. Warranty
period may vary depending of the purchase location and (optional) Extended IRIS Warranty Service
(EIWS) when applicable.
IWS is, by default, valid for two (2) years for European Economic Area (“EEA”) plus Switzerland and,
as from Jan 1st 2021, United Kingdom.
IWS is, by default, valid for one (1) year for Africa, Asia, Canada, Latin America, Middle East and
USA, from the date of purchase by the end-user as evidenced by a valid proof of purchase.
In case of direct purchase of IRIS scanner product on Canon Web Store, the IWS period validity is
also valid for two (2) years for Russia, Turkey and United Arab Emirates.
2. Terms & Conditions
The IWS is comprised of one service offering and the offering that is applicable to the Customer is
determined by the customer address location, the product purchased and the time collapsed since
purchase date. For most IRIS consumer products, a
replacement service is offered.
If a product develops a manufacturing fault during the warranty period then it is eligible for
return to IRIS Headquarter Center approved repair facility where it will be replaced or exchanged
free of charge by IRIS authorized technicians. The repaired or new product will then be returned to
Customer once repaired or once replacement is completed. In case no repair or replacement is
possible then a refund process will be assessed. For full terms and conditions of all warranty
types, please click on the relevant warranty offering below.
“Return To Base” Principle
IRIS warrants the hardware of its product to be in good working order during at least the who
warranty period as long as product usage is in line with what the product is initially designed for.
In the event that the hardware is found to be defective within the warranty period, “Return To base”
IRIS Warranty System allows hardware repair service to be provided free of charge at the IRIS
headquarter service center covering the Customer address location.
This “Return To Base” Warranty System applies to IRIS Scanner products, intended for and purchased,
within the European Economic Area (“EEA”) plus Switzerland, United Kingdom (as of Jan 1st, 2021),
USA and Canada. For other regions, “Return To Base” is not applicable, please refer to “Destruction
on field” Principle.
IWS service free of charge may be obtained directly by IRIS headquarter Center** on IRIS website
support section only against presentation of an official IRIS RMA number together with the original
invoice/cash ticket issued to the customer along with (a) the purchaser's name, (b) the model name
and (c) serial or batch number of the purchased product. IRIS reserves the right to refuse warranty
service if this information is not complete and/or has been removed or changed after the original
purchase of the product by the Customer.
IRIS may, at its sole discretion & decision, repair or replace IRIS scanners products with new or
reconditioned parts or products of equivalent to new performance and reliability. IRIS may also
replace products with equivalent models when the original model or version has been discontinued.
Reconditioned parts or products will only be used if it is permissible to do so under the statutory
law of the country where warranty is applied.
“Click & Collect” Principle
IRIS warrants the hardware of its product to be in good working order during at least the whole
warranty period as long as product usage is in line with what the product is initially designed for.
IRIS offers two optional Extended IRIS Warranty Services (EIWS). These optional services, named
“IRISCare”, have to be bought at the same time than the covered product it is related to.
EIWS offers the Customer the possibility to extend the regular warranty period to a total of 3
(three) or 4 (four) years of coverage. EIWS also offers an additional peace of mind where IRIS, on
top of the regular IWS coverage described in “Return To Base”, will collect within 10 business days
the faulty product on customer’ site and ship back the repaired or exchanged new product to the same
collect address. “Click & Collect” service is only eligible if (1) an IRISCare Service has been
bought simultaneously to the product purchase and (2) collect address is located in United Kingdom,
Belgium, The Netherlands, Italy, Spain, France (mainland only), Germany or Portugal. Same proof of
purchase applies along with RMA number to get prior collecting product.
“Destruction on field” Principle
IRIS warrants the hardware of its product to be in good working order during at least the whole
warranty period as long as product usage is in line with what the product is initially designed for.
For countries not listed in “Return To base” Principle, it is not possible to offer a proper IWS
Return To Base or IWS Click & Collect process. As a result, in case of faulty product still under a
valid warranty period with a valid proof of Purchase, IRIS Technicians from IWS Headquarter Center
will remotely assess and confirm defectivity. In case of fault confirmed and to reduce logistic
burden, IWS Headquarter will edit a credit note matching the product invoiced amount and refund the
customer if and only if (1) Customer purchased effectively product directly on IRIS webstore and (2)
a destruction letter is duly filled in and signed by Customer.
In case Product has been bought directly on Canon webstore, Customer will be redirect to their Canon
local support for a request of refund by Canon directly. Please check out with Canon Local Support
for refund policy & condition on Canon website.
IMPORTANT: Whatever Principle to be applied (“Return To Base”, “Click & Collect”, “Destruction on
field” or “30 days Money back guarantee”), please note the optional IRISCare Service (EIWS) cannot
be eligible for refund.
3. To obtain warranty service
IWS is always managed directly by IRIS headquarters repair service Center based in Belgium or in
USA. To initiate IWS process, please visit Returns & Refund page on https://support.irislink.com/en-us/section/108-returns-and-warranties
and fill in the dedicated form. This is compulsory to allow Customer to give all information
needed and request an official RMA Number to the authorized IRIS headquarters repair service
Centers.
Any costs of secure transportation of the product back to the IRIS service center will be borne
by the customer. The shipping cost back to IRIS, freight cost, custom clearance fee, levy fee,
duty fee and/or any other taxes are never eligible for a refund by IRIS. Shipping return cost
back to Customer under “Return To Base” Principle is eligible for a refund up to 14,00 €
maximum.
To get a refund of shipping cost, customer has to send by E-mail a copy of the invoice of the
shipping costs along with official RMA number. For US and Canadian customers, a return label or
a pickup request has to be requested to IRIS customer service. In any case IRIS does not accept
and will automatically reject any “cash on delivery” for the shipping cost of product returned
to IRIS headquarter Service Center.
In case Product enjoys an Extended IRIS Warranty Service (EIWS) then the “Click & Collect
Principle” applies and IRIS will bear return cost back to IRIS and shipping cost back to
Customer in eligible countries. In such event, IRIS scanners will be picked at customer address
location and send back to the same customer address location at no additional charges. Please
note IRISCare service (EIWS) is only eligible for customer address located in United Kingdom,
Belgium, The Netherlands, Italy, Spain, France (mainland only), Germany and Portugal.
In case the product is brought into a country which is not covered by IWS “Return To Base” or
“Click & Collect” Principle, the product must be first returned to the country where it was
initially purchased in order to benefit from the warranty.
IMPORTANT: In case the IRIS RMA form duly filled in is not attached with the product return, the
product will be put in quarantine and kept during maximum one calendar month at IRIS premises
waiting for sender to pick-up back the product(s) at his own expenses. After one calendar month,
product will be destroyed and no refund under any form for any reason will be due anymore to
sender.
4. IWS- Members:
For full details of the warranty offered in individual countries please contact the relevant IWS
headquarters center. Contact details available in section 10.
5. Limitations
IRIS Warranty System (IWS) service does not warrant the following:
- Periodic check-ups, maintenance and repair or replacement of parts due to normal wear and
tear.
- Consumables.
- Any software.
- Parts subject to wear (e.g., video heads, projector optical parts, waste ink pads, guide rollers,
scanner grabbing roller, Li-on battery, …. ) as well as supplies and accessories (e.g., batteries
and recording media) including, but not limited to, tapes, DVD, memory card and detachable HDD used
with this product are not covered by this warranty.
- Defects caused by modifications carried out without prior IRIS’s written approval.
- Costs incurred by IRIS service centers in making any adaptations or modifications of a product
necessary for country specific technical or safety standards or specifications, or any other costs
to adjust the product as a result of any specifications which have changed since the delivery of the
product.
- Damage resulting from the fact that a product is not conforming to country specific standards or
specifications in another country than the country of purchase.
Warranty repair or replacement service is excluded if damage or defects have been caused by:
- Improper use, excessive use, handling or operation of the product as referred to in the users' or
operators' manuals and/or relevant user documents, including without limitation, incorrect storage,
dropping, excessive shocks, corrosions, dirt, water or sand damages.
- Repairs, modifications or cleaning carried out at a service center not authorized by IRIS.
- Damage caused directly by the use of spare parts, software or consumables (such as ink, paper,
toner or batteries), which are not compatible with the product. Compatibility with your specific
IRIS product should be evidenced on the packaging but is assured when using genuine IRIS spare
parts, software or consumables as these have been tested. You are advised to check compatibility
prior to use.
- Connecting the product to equipment not approved for connection by IRIS.
- Inadequate packaging of the product when returning it to the authorized IRIS service center.
- Accidents or disasters or any cause beyond the control of IRIS, including but not limited to
lightning, water, fire, public disturbances and improper ventilation.
6. Others
Repair service may be delayed when performed outside of the original country of purchase because the
product is not yet sold in that country or sold in a country-specific design. Accordingly, certain
spare parts for the product may not be in stock in the country of repair.
It is the responsibility of the customer to backup and save any software files and programs before
repair and to restore the same after such repair.
IRIS assumes no responsibility for any other claims, including, but not limited to, loss of
recording media and loss of data etc., not specifically stated in this warranty. When returning the
product for warranty service, please pack it very carefully, insure it, enclose the bill of sale and
warranty card (if applicable), the instructions for repair and (if applicable) a sample of recording
media on which the pictures taken by the product are store. This warranty does not affect the
consumer's statutory rights under applicable national legislation in force, nor the consumer's
rights against the retailer arising from the sales/purchase contract. In the absence of applicable
national legislation [or in case of direct purchase on IRIS Online Store or Canon Online Store],
this warranty will be the consumer's sole and exclusive remedy, and neither IRIS, or Canon nor its
subsidiaries or other IWS members shall be liable for any incidental or consequential damages for
breach of any express or implied warranty of this product.
These warranty terms and conditions are offered to Customer by IRIS without prejudice to any
statutory rights that you may additionally have with regard to the products covered by these terms
and conditions.
The service method is determined by the model. Customer will be notified on how to proceed when
Customer contacts IRIS helpdesk at
https://www.irislink.com/m1890/Technical-Support---Product-selection.aspx,
or via email to :
[email protected] Physical
addresses to send back IRIS scanners are listed in section 10 of present document.
IRIS scanners sent back must always include:
- Original packaging
- Scanner unit
- USB cable
- Pouch back if any
- SD card
- Complete box and accessories
- Invoice & proof of purchase
- Return Material Authorization (RMA) document printed
7. 30 days Money Back Guarantee
IRIS offers a 30 days money back guarantee if customers purchase IRIS product directly on IRIS
webstore
http://www.irislink.com/shop. This 30 days money back guarantee is not
applicable to Customer buying directly on Canon webstore. Please check out with Canon Local Support
for 30 days money back guarantee policy & condition on Canon website. The 30 days money back guarantee is not
applicable for
refurbished products purchased on www.irislink.com (see
specific conditions for refurbished products).
Customers who bought directly on IRIS webstore may return IRIS scanner item within 30 days from the
date of purchase to be eligible for a refund amount matching the product invoiced amount excluding
any freight, customs, levy or duty costs. 30 days are 30 calendar days as from the date IRIS shipped
out the product(s) to Customer location, considering that customer are able to provide IRIS with a
proof of delivery or with an original copy of invoice purchase.
Prior returning a product to IRIS under the “30 days money back guarantee”, customer must first
request and obtain an official RMA number (Return Material Authorization number) from IRIS customer
service. To get your customer RMA number and fill in the RMA form, please contact our helpdesk
platform at https://support.irislink.com or via email to :
[email protected]
All returns must be sent in their original packaging and contain all items supplied with the
original product. The product must have been purchased maximum 30 calendar days prior the date of
the RMA is issued.
For each product for which Customer are requesting a refund under the 30 days
money back guarantee clause, following information must be carefully mentioned in customer email
request:
• IRIS order number
• Invoice number
• Invoice date
• Product name
• Serial number or batch number
• Quantity returned
Within maximum 7 working days after receiving customer message, IRIS will send a return material
authorization (RMA) and a shipping document to be attached to the product approved for return. This
compulsory document is the “IRIS passport” for the return. The RMA number must be printed clearly
outside the box containing the product(s) customer is returning to IRIS.
IRIS is not responsible for any shipping fees and any other additional costs for the merchandise
return under the 30 days money back guarantee, even if an IRISCare pack has been purchased.
After the first 30 days period, Customer may still return products but then under the IWS Terms &
Conditions described in section 2.
Electronic Download Software (ESD) products are only eligible for refund under the present 30 days
money back guarantee clause if (1) Software has been purchased & downloaded from IRIS webstore, (2)
a duly completed and signed “destruction letter” is submitted to IRIS within 30 days following the
order date, (3) a valid proof of purchase can be provided and (4) Customer prior received from IRIS
Headquarter center an official RMA number. To return a downloaded Software from IRIS webstore, you
must first obtain a return merchandise authorization (RMA) number and duly fill in and sign a
“destruction on field” letter declaration. To request a download Software refund within 30 days
money back guarantee, please check out form at
https://support.irislink.comIMPORTANT: In case
the IRIS RMA form duly filled in is not attached with the product return, the product will be put in
quarantine and kept during maximum one calendar month at IRIS premises waiting for sender to pick-up
back the product(s) at his own expenses. After one calendar month, product will be destroyed and no
refund under any form for any reason will be due anymore to sender.
8. Return or refund of a physical product
To return an IRIS scanner product, customer must first obtain a Return Material Authorization number
(RMA #) from IRIS Customer Service Center via
https://support.irislink.com or via email to
[email protected] An RMA number is mandatory to be eligible for an exchange or a refund. The RMA
number allows IRIS to record and to process your request properly.
In case of an exchange of a defective product, the RMA must be requested within the warranty period
type. In case of a return under cover of the 30 days money back guarantee, please refer to section
7.
By law, the warranty of the product is not valid without the original invoice/receipt or the
original copy of. Therefore, IRIS will reject and put in quarantine any product returned without a
valid copy of the purchase invoice/receipt and/or without a valid or outdated RMA number.
The warranty period may be extended only if an IRISCare Service (EIWS) was obtained at the time the
product was purchased on the IRIS Online Store or Canon Online Store.
For an exchange of a defective product or for a refund request of a physical product, please
complete form on
https://support.irislink.com
IMPORTANT: in case of “Return To Base” Principle applied, the product returned to IRIS Headquarter
Service Center must be receipt within 30 days of RMA date issuance. In case Product Return is
received after 30 days of RMA date then RMA become automatically voided and product will be put in
quarantine.
IMPORTANT: Product put in quarantine are kept during maximum one calendar month
at IRIS premises waiting for sender to pick-up back the product(s) at his own expenses. After one
calendar month, product will be destroyed and no refund under any form for any reason will be due
anymore to sender.
9. When shall I receive my refund?
Refunds are usually processed within 5 to maximum 30 business days after receiving the product or
destruction letter duly signed. Refund, if eligible, will be always processed with the same payment
method used for the purchase of the product (credit card, PayPal or bank transfer).
In case customer purchased products from Canon Online Store or Channel’s IRIS partners or Retailer
stores or other eCommerce website or Corporate Resellers (BtoB partner), IRIS will not be authorized
to refund products directly to customer. As a result Customer will have to ask for refund from his
original purchase location only. In any case, IRIS is not responsible for the refund policy of its
partners.
IMPORTANT: Whatever Principle applied (“Return To Base”, “Click & Collect”, “Destruction on field”
or “30 days Money back guarantee”), please note optional IRISCare (EIWS) is never eligible for
refund.
10. IRIS Headquarter Service Center contact and addresses**
EMEA Headquarter Center
IRIS S.A., 10 Rue du Bosquet, 1348 Louvain-La-Neuve - BELGIUM T +32 10 487 400
EMEA address for physical product returns:
IRIS S.A., 17 Rue du Bosquet, 1348 Louvain-La-Neuve – BELGIUM T +32 10 487 400
United States Headquarter Center:
IRIS Inc, 955 NW 17th Avenue, Unit A, 33445 Delray Beach, Florida T +1 561 921 0847
United States address for IRIS physical product returns from USA & Canada:
IRIS, Inc. c/o GFS Logistics, 3130 N. Longhorn Drive, Lancaster, TX 75134, Tel: 972-490-9090
Worldwide electronic contact addresses & webpages:
• E-mail address for Service :
[email protected]
• Website address for Service :
https://support.irislink.com
• Product Registration :
https://www.irislink.com/register
• Quick user guide and warranty :
https://www.irislink.com/support
• Software and download driver :
https://www.irislink.com/start
• Safety guidelines about IRIS scanners :
https://www.irislink.com/safetyguidelines
• IRIS about us :
https://www.irislink.com/m1058/I-R-I-S----About-us.aspx
• IRIS Universal Privacy notice :
https://www.irislink.com/m1783/Privacy-Policy.aspx