Returns and Refunds

You may return your item(s) within 30 days from the date of receipt, for a full refund. By “30 days”, this means 30 calendar days from the date when the product(s) was/were received, considering that you provide proof of delivery to IRIS upon request, or from the invoice date if you do not have proof of delivery or if you do not provide such proof to IRIS upon request.

Before returning a product to us, you must request an RMA (return merchandise authorization) number from customer service. If the IRIS RMA form is not attached to the return, the product will be returned to the sender, at the sender’s expense.

To get your RMA number, please contact our helpdesk platform at

For each product for which you are requesting a refund, please provide the following information in your email:

  • IRIS order number
  • Invoice number
  • Invoice date
  • Product name
  • Serial number
  • Quantity ordered

Within 2-5 days after receiving your message, IRIS will send you a return merchandise authorization (RMA) and a shipping document to be attached to the product approved for return. This document is the “IRIS passport” for the return. The RMA number must be printed clearly on the outside of the box containing the product(s) you are returning to IRIS. IRIS is not responsible for shipping fees and additional costs for the merchandise return.

After the 30-day period, you may return products only under the limited warranty terms. All returns must be sent in their original packaging and contain all items supplied with the product. We are not responsible for the shipping costs for product returns.

Downloaded software may be refunded only if a duly completed and signed “destruction commitment” is submitted to I.R.I.S. within 30 days following the order date.

1.1 Return or refund of a physical product

- To return or exchange a physical product, you must obtain a return merchandise authorization number (RMA #).

An RMA number is mandatory to receive an exchange or refund. The RMA number allows IRIS to record and process your request as quickly as possible.

For a return, the product must have been purchased within 30 days for an RMA to be issued. For an exchange of a defective product, the RMA must be issued within two years following the purchase (one year for the United States and Canada).

By law, the warranty of the product is not valid without an invoice/receipt.

Therefore, IRIS will not authorize a return without a copy of the purchase invoice/receipt

The warranty period may be extended if an extended warranty was obtained at the time the product was purchased on the IRIS e-shop.

For an exchange of a defective product or for a requested refund of a physical product, please complete the following form: Contact us

1.2 Return or refund of a downloaded product

- To return a downloaded product, you must obtain a return merchandise authorization (RMA) number and complete a destruction letter. An RMA number is mandatory to receive a refund.

The RMA number allows IRIS to record and process your request as quickly as possible.

- If it is within 30 days of your purchase, please contact us for your RMA number and send us the signed destruction letter.

1.3 When will I receive my refund?

Refunds are usually processed within 5-15 business days after receiving the product or destruction letter.

Payment will be sent by the same payment used for the purchase (credit card, PayPal, or bank transfer).

The shipping costs of the defective product are covered by IRIS if it has been bought in our Webstore. Outside US and Canada, the refund will not exceed 14,00 EUR. To get a refund, please send us by E-mail a copy of the invoice of the shipping costs with your RMA number. For US and Canadian customers, a return label or a pickup request has to be requested to our customer service. IRIS will not accept any cash on delivery for the shipping charges.