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Discover personalised support

Discover IRISCoaching personalised support

A one-hour support session to commission your product
Thanks to this support service, obtain personalised assistance to start using your IRIS product and/or software. This mainly involves a detailed presentation of the features of your product so that you can make the most of it. *This service does not cover personalisation or technical support services dedicated to an existing solution or project.

Our specialists guide you step by step
An IRIS expert supports you remotely and guides you step by step when you use your IRIS product for the first time. The expert makes sure your IRIS product and/or solution is configured correctly. Our specialist will spend an hour answering all your questions about how to use it. *This service consists of making an appointment (at the time of your choice) with one of our specialists during a business day. Service available in French and English. The eligible countries are France, United Kingdom, Germany, Belgium, Netherlands, Luxembourg, Italy, Spain, Switzerland, Austria, and Poland from 10 AM to 4 PM CET, and the USA from 10 AM to 4 PM (Eastern Time).

Any questions? We have the answers

Which products are eligible for the 3- or 4-year IRISCare guarantee?
The following product families have access to the IRISCare guarantee: IRISPen, IRIScan Mouse, IRIScan Express/Executive, IRIScan Book, IRIScan Anywhere, IRIScan Pro, IRIScan Desk.
I did not buy my product from the IRIS website, but from Amazon or another dealer. Can I still choose the 3- or 4-year IRISCare guarantee?
Yes, provided that your product is still under the “standard” guarantee (2 years in Europe, 1 year in the USA) and is on the list of products eligible for the benefits of IRISCare.
My product is no longer under guarantee. Can I still choose the 3- or 4-year IRISCare guarantee?
No. Your product must be under the “standard” guarantee (2 years in Europe, 1 year in the USA) to be able to take advantage of the IRISCare extended warranty.
Who pays the cost of returning a defective product in the framework of the IRISCare service?
IRIS takes care of the transport costs (in both directions) for your malfunctioning equipment. This offer covers: the outward transport cost to send your product to IRIS S.A., exchange for an identical new product or one with equivalent functionality, as well as the return transportation of your product.
How long does it take to receive a new, functional product?
The return processing time is a maximum of 10 business days from receipt of the product.
What type of damage or malfunction is not covered by the IRISCare service?
The IRISCare service does not cover the replacement of consumables and/or accidental damage and/or incorrect use of the product.
How do I request the “Product pick-up and return” service?
You can request this service at any time by e-mail or online. Remember to give the serial number or batch number of your scanner so we can process your request as quickly as possible. Your request must be accompanied by product proof of purchase to be eligible (copy of till receipt, invoice, etc.). Do you have an IRISCare guarantee? Contact us by e-mail at: [email protected] or complete the form on line at www.irislink.com/iriscare
What steps do I take to obtain the “Product pick-up and return” service?
1. The device must be placed in its original box or a sturdy box with sufficient protection to withstand transportation. Any damage in transit to our premises resulting from inadequate packaging is your entire responsibility and voids the guarantee.
2. As soon as your repair request has been registered by our service department, you will receive a confirmation e-mail and we will arrange for the haulage company to pick up the equipment. The pick-up will take place x business days after confirmation, during office hours (8:30 AM to 6 PM).
3. After the equipment has been received and examined, a new device will be sent to you at the pick-up address at our expense (applies only in the countries listed**) ** Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United States
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