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

  1. Warranty period type
  2. Terms & Conditions
  3. To obtain warranty service
  4. IWS- Members:
  5. Limitations
  6. Others
  7. 30 days Money Back Guarantee
  8. Return or refund of a physical product
  9. When shall I receive my refund?
  10. 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 www.irislink.com. 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.
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.com

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.

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:
ECHODATA Group - 121 N. Shirk Road New Holland, PA 17557-9714, USA T 800.511.3870

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