Refund, Return & Cancellation Policy
Last updated: September 24, 2026
At Eye Candy Iris™, every iris photograph and piece of iris artwork is created specifically for the individual customer. Because our products are personalized and custom-made, all sales are generally final once an order has been placed.
Please review this policy carefully before completing your purchase.
Custom Iris Photography & Artwork
All iris photography, digital iris images, edited images, artwork, prints, jewelry, merchandise, and other products incorporating a customer’s iris photograph are personalized products created specifically for that customer.
Because of the custom nature of these products, orders cannot be returned, exchanged, canceled, or refunded once processing has begun, except where required by applicable law or where Eye Candy Iris determines that an error or defect for which Eye Candy Iris is responsible has occurred.
Our workflow begins very quickly after an order is submitted:
- Digital images may be created and delivered by email shortly after purchase, sometimes almost instantaneously.
- Orders requiring printing, manufacturing, framing, jewelry production, or other fulfillment are typically transmitted to our third-party production vendors within approximately three hours of the order being placed.
- Once an order has been transmitted to a production vendor or production has otherwise begun, costs are incurred and the custom product cannot ordinarily be resold or repurposed for another customer.
For these reasons, there is no general cancellation or refund period for custom Eye Candy Iris products once processing has begun.
Cancellation Requests
If you believe you placed an order in error, please contact Eye Candy Iris immediately.
If we receive your cancellation request before the order has been processed, digitally delivered, edited, transmitted to a third-party vendor, or otherwise placed into production, we may be able to cancel it.
Because processing often begins immediately, however, we cannot guarantee that an order can be canceled after it has been submitted.
Submitting a cancellation request does not itself cancel an order. Eye Candy Iris must confirm that the order was successfully canceled before it will be considered canceled.
Digital Images
Digital iris photographs and digital artwork are non-returnable and non-refundable once the digital image has been created, processed, made available for download, or sent to the customer by email or other electronic means.
A customer cannot return a digital file after receiving it.
If a digital image is sent to an incorrect email address because of an error made by the customer when providing contact information, Eye Candy Iris will make reasonable efforts to resend the image to the correct address but will not issue a refund solely for that reason.
Custom Physical Products
Custom prints, framed artwork, canvases, acrylic products, metal prints, jewelry, accessories, merchandise, and other personalized products containing a customer’s iris image are made specifically for that customer.
These items cannot be returned or exchanged because of:
- A change of mind;
- Buyer’s remorse;
- A preference for a different image, crop, layout, size, style, color treatment, effect, background, or product after the order has entered production;
- The customer ordering the wrong size, product, option, or quantity;
- Delays caused by an incorrect or incomplete shipping address supplied by the customer; or
- Differences between the appearance of an image on a computer, tablet, or phone screen and the appearance of the finished printed or manufactured product, provided that the finished product is not defective.
Damaged, Defective, or Incorrect Products
We want customers to receive the product they ordered.
If a physical product arrives damaged, contains a manufacturing defect, or is materially different from the product ordered because of an error by Eye Candy Iris or one of our production vendors, please contact us as soon as reasonably possible after receiving it.
Please provide:
- Your name;
- Order number or customer number;
- A description of the problem; and
- Clear photographs showing the damage, defect, or incorrect product.
After reviewing the issue, Eye Candy Iris may provide an appropriate remedy, which may include correcting the digital file, reprinting, repairing, or replacing the affected product. A refund will be provided when required by applicable law or when Eye Candy Iris determines that a refund is the appropriate remedy.
Please do not discard a damaged or defective item until we have reviewed your claim, as photographs or return of the item may be required.
Customer-Supplied Information and Selections
Customers are responsible for reviewing the information and selections associated with their order before completing the purchase, including names, dates, email addresses, shipping addresses, product selections, sizes, quantities, image choices, and customization options.
Eye Candy Iris is not responsible for errors resulting from incorrect information or selections supplied or approved by the customer.
If we are able to correct a customer-requested change before production begins, we will make reasonable efforts to do so. Additional charges may apply if work has already been performed or if a vendor charges Eye Candy Iris for the requested change.
Artistic Variations
Iris photography and iris artwork are artistic products. Editing, cropping, enhancement, lighting, color treatment, background effects, positioning, and other artistic elements may vary depending on the image and product selected.
Colors may also appear somewhat different between digital displays and finished physical products because monitors, phones, printers, inks, substrates, metals, acrylics, papers, and other production materials reproduce colors differently.
Reasonable artistic, photographic, printing, cropping, positioning, or color variations that do not constitute a defect are not grounds for a refund.
Third-Party Production Vendors
Eye Candy Iris works with third-party professional laboratories, printers, manufacturers, and fulfillment partners to produce certain custom products.
Once an order has been submitted to one of these vendors, production may begin immediately and Eye Candy Iris may become financially responsible for the order. Therefore, an order cannot ordinarily be canceled, changed, returned, or refunded after it has been submitted for production.
Shipping
Shipping and delivery estimates are estimates and are not guaranteed unless expressly stated otherwise.
Eye Candy Iris is not responsible for delays caused by carriers, weather, incorrect customer-provided addresses, natural disasters, or circumstances outside our reasonable control.
If an order appears to have been lost or damaged during shipping, please contact us so that we can assist with the carrier or determine whether a replacement is appropriate.
Gift Cards
Gift cards are non-refundable and cannot be redeemed for cash except where required by applicable law.
Promotions, Discounts & Event Purchases
Custom products purchased during sales, promotions, special events, fairs, festivals, pop-up events, or using promotional discounts are subject to this same Refund, Return & Cancellation Policy.
Any rights that a customer may have under applicable federal, state, or local law are not waived or limited by this policy.
Chargebacks and Billing Errors
If you believe you were charged incorrectly, charged more than once, or do not recognize a charge from Eye Candy Iris, please contact us promptly so that we can investigate and correct any legitimate billing error.
This policy does not limit any rights provided by applicable payment-card rules or federal or state law.
Exceptions Required by Law
Nothing in this policy is intended to waive, restrict, or eliminate any consumer right or remedy that cannot legally be waived.
If applicable federal, state, or local law provides a customer with a cancellation, refund, warranty, or other right that conflicts with a provision of this policy, the applicable law will control.
Contact Us
Questions regarding an order, damaged product, billing issue, cancellation request, or this policy may be directed to:
Eye Candy Iris™ at Foley Vision Center
100 Macy Street, Suite K
Amesbury, MA 01913
Phone: 978-792-4400
Email: dr*****@*****ey.net
Website: www.EyeCandyIris.com
Because custom orders may enter production within hours—or digital products may be delivered almost immediately—please contact us as soon as possible if you believe there is an issue with your order.