1. General RMA Requirements

1.1 All product returns require prior approval and issuance of an RMA ID by Iris ID. 
1.2 Products returned without a valid RMA ID may be rejected or returned at the customer’s expense. 
1.3 RMA IDs are issued at Iris ID’s discretion based on product eligibility, warranty status, and availability. 
1.4 All RMA’s are required to have tracking information details provided.

2. RMA Types

2-1 Standard RMA (Repair First)

A Standard RMA applies when a unit is returned to Iris ID for evaluation and repair.

• RMA’s will be processed in the standard order of receipt and fulfilled in the normal course of operations, without guarantee of same-day shipment. 
• The customer is responsible for shipping the unit to Iris ID. 
• Iris ID will evaluate the unit and determine whether repair or replacement is appropriate. 
• Repaired units will be returned to the customer following completion of service. 

Turnaround: 
Iris ID will confirm and provide a RMA ID within one to two business days from the RMA requested date. Iris ID will provide an evaluation outcome or repair estimate within ten (10) business days of receiving the unit, subject to parts availability and workload.

2-2 Advance RMA (Replacement First)

An Advance RMA applies when a replacement unit is shipped prior to receipt of the defective unit.

• Iris ID will issue an RMA ID within one (1) business day of a RMA request. 
• Replacements for Advance RMA’s submitted before or by 2pm est on a standard business day will be shipped same day for next business day delivery subject to inventory availability and operational constraints. Replacements for Advance RMA’s submitted after 2pm est on a standard business day, on weekends or company-recognized holidays, will be processed in the standard order of receipt and fulfilled in the normal course of operations, without guarantee of same-day shipment. 
• Iris ID will ship a replacement unit (new or refurbished). 
• A prepaid return shipping label may be provided where applicable. 
• The customer must ship the defective unit back to Iris ID within ten (10) business days of receiving the replacement unit.

Failure to Return: 
If the defective unit is not shipped within the required timeframe, Iris ID reserves the right to invoice the customer the Fair Market Value (FMV) of the replacement unit.

2-3 Dead on Arrival (DOA)

A DOA RMA applies to units that fail immediately upon receipt.

• Iris ID may ship a replacement unit upon validation. 
• Shipment method is determined by Iris ID based on availability and location. 
• The defective unit must be returned within ten (10) business days upon receiving the replacement. 

Failure to return DOA units may result in invoicing for the replacement unit.

3. Warranty Coverage

3.1 In-Warranty RMAs

• Evaluation and repair costs are waived. 
• Iris ID covers return shipping to the customer for Standard RMAs. 
• Advance RMAs include replacement shipment per policy. 

3.2 Out-of-Warranty RMAs

• Customers are responsible for evaluation, repair, shipping and applicable taxes. 
• Payment method must be provided prior to service. 
• Charges must be approved prior to completion of service. If customer does not confirm charges within 15 business days after the estimate is provided, the RMA ID will be automatically closed. 

4. Shipping Responsibilities

• Customers are responsible for securely packaging returned units. 
• Customers are responsible for including accessories they wish to be repaired or replaced as part of the RMA.
• Iris ID is not responsible for damage incurred due to improper packaging. 
• Shipping responsibilities vary by RMA type and warranty status and are communicated at RMA approval and RMA ID issuance. 

5. Replacement Unit Condition

• Replacement units may be new or refurbished at Iris ID’s discretion. 
• All replacement units are fully tested, cleaned, and packaged, as appropriate to the RMA type, to meet functional and quality standards. 
• Cosmetic conditions may vary but will not affect performance. 

6. Return Deadlines and Compliance

6-1 Customers must return defective units within the stated timeframe.

6-2 Failure to comply may result in: 

• Invoicing for replacement units at FMV or discounted FMV. 
• Suspension of advance replacement privileges. 
• Additional administrative or recovery fees. 

7. Fees and Charges

• Evaluation fees ($125) apply to out-of-warranty RMAs, including when no issue is found. 
• Repair fees are based on labor fees ($145/hour, rounded to the nearest ½ hour), and parts costs.  Parts are billed based on actual service performed.  
• Fair Market Value (FMV) represents the value of a replacement unit as determined by Iris ID based on product type and condition. 
• FMV may be invoiced when replacement units are not returned within the required timeframe or in cases of non-compliance with RMA requirements. 
• FMV charges may vary based on product configuration, condition, and availability. 
• Unreturned DOA units will be invoiced 20% off list price FMV. 
• Expedited shipping is available upon customer’s request and will be invoiced accordingly.

8. Payment Terms

8.1 Shipment Following Payment Confirmation

For out-of-warranty RMAs, shipment of repaired or replacement units will occur after payment method and applicable charges are confirmed. Iris ID will use commercially reasonable efforts to ship repaired or replacement units within one (1) to two (2) business days following payment confirmation, subject to parts availability, inventory, operational capacity, and carrier schedules.

8.2 Payment Authorization and Confirmation

• Payment terms are communicated at RMA approval. 
• Iris ID requires a confirmed payment method for out of warranty RMA’s. 
• Delays in confirming payment method and amount may delay processing and shipment and may result in the RMA request being automatically closed. 

9. International RMAs

• International RMAs may be serviced by Iris ID facilities outside the customer’s region. 
• Customers are responsible for customs clearance, duties, taxes, and compliance with export/import regulations unless otherwise agreed. 

10. Abuse Prevention

Iris ID reserves the right to deny or restrict RMA privileges for customers exhibiting excessive, fraudulent, or abusive RMA activity.

11. Governing Agreements

• These Terms apply unless superseded by a written contract. 
• In the event of a conflict, the applicable customer agreement controls. 

12. Changes to Terms

Iris ID reserves the right to modify these Terms at any time. Updated Terms will be posted on the Iris ID website.

13. Contact Information

Questions regarding RMAs should be directed to Iris ID Support.