Iris ID offers a Return Merchandise Authorization (RMA) program to support customers in the event of a hardware failure. Our goal is to restore your system to proper working condition as quickly and clearly as possible. 

All RMAs must have a valid Iris ID RMA ID before any product is returned. This ID is necessary to ensure proper tracking and handling of returned products.

RMA Options

Standard RMA (Repair First)

A Standard RMA is used when a unit is sent to Iris ID for evaluation and repair.

What to expect: 

• The customer ships the unit to Iris ID. 
• Iris ID evaluates the unit and performs repairs when possible. 
• The repaired unit is returned to the customer.

Warranty coverage:

• In Warranty: Evaluation, repair and shipping costs are waived. 
• Out of Warranty: The customer is responsible for evaluation, repair, and shipping costs. 

Turnaround time:

• Approval and RMA IDs are issued within one to two business days. 
• Evaluation and repair estimate provided within 10 business days of receipt. evaluation, repair, and shipping costs. 

Advance RMA (Replacement First)

An Advance RMA is used when a replacement unit is shipped before the defective unit is returned.

What to expect: 

• Iris ID issues an RMA ID and ships a replacement unit (new or refurbished). 
• A prepaid return shipping label is provided (where applicable). 
• The customer must return the defective unit within 10 business days of receiving the replacement.

Warranty coverage:

• In Warranty: All evaluation, repair and shipping fees are waived. 
• Out of Warranty: The customer is responsible for evaluation, repair, and shipping fees. 

Important note:

If the defective unit is not returned within the required timeframe, Iris ID will invoice the fair market value (FMV) of the replacement unit.

Dead on Arrival (DOA)

A DOA applies to units that fail immediately upon receipt.

What to expect: 

• Iris ID ships a replacement unit. 
• The defective unit must be returned within 10 business days.  

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

Shipping Responsibilities

Shipping responsibility depends on RMA type and warranty status:

• Standard RMA (In Warranty): 
  Customer ships to Iris ID; Iris ID covers return shipping. 
• Standard RMA (Out of Warranty): 
  Customer covers shipping both ways. 
• Advance RMA (In Warranty / DOA): 
  Iris ID provides shipping instructions and labels as applicable. Return deadlines apply.  

Quality Standards

All repaired or replacement units returned to customers are fully functional and quality tested. Replacement units under Advance RMAs are provided in like-new conditions. Cosmetic conditions may vary but do not affect functionality.

Important Customer Responsibilities

• Do not ship any product without an issued RMA ID. 
• Package products securely to prevent damage. 
• Return defective units within the required timeframe. 
• Include defective accessories with the RMA ID for repair or replacement.  
• Confirm payment or authorization promptly for out-of-warranty RMAs. 
• Shipping and tracking numbers must always be provided.  

Failure to follow these requirements may result in delays or additional charges. 
Additional terms and conditions apply. View full RMA Terms.

How to Request an RMA

Submit an RMA request through the form below. 
Once approved, Iris ID will provide next steps, including shipping instructions and timelines.

Questions?

For questions regarding RMAs, warranty coverage, or shipping instructions, please contact Iris ID Support.