Return Policy

1. What is the Return Policy for Iris?

Iris is liable to issue exchanges for (1) damaged items, (2) defective items, or (3) wrong items shipped, within 10 days of receiving your order. We are not able to offer exchanges for any other reasons. As we are certain you will understand, only unopened items that meet these criteria may be accepted for exchange (unless defective). If you purchased an IRIS item from a retail partner, please contact that retailer directly.


  • Defective Item means a Product that has a manufacturing defect or design defect
  • Damaged good – A collection of goods that have been damaged, usually used to refer to those damaged during shipping

2. I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our logistics partner’s warehouse. the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.


If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 10 days of receiving the order:

Step 1: Contact our Customer Support team via email ( or 9898588885 (WhatsApp only) within 10 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.

Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

3. Which are the items that cannot be returned/replaced?

We reserve the right to refuse an exchange if goods are not returned in a saleable condition or are damaged. The item must have been purchased on


4. Returns will not be accepted under the following conditions:

  • Change of mind about shade selection after use.
  • Product is slightly used or altered
  • Product is damaged due to misuse/overuse
  • Returned without original packaging tags, labels, original packing, freebies and other accessories or if is damaged
  • Serial Number is tampered in any circumstances
  • Defective products that are covered under Seller/Manufacturer’s warranty
  • If is initiated after 10 business days of order delivery

5. Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

6. Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

7. How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our logistics partner’s warehouse.


  • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
  • For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.