Replacement policy and benefits
As a registered user of the IQOS device, you exercise all rights under consumer protection regulations, including the right to eliminate non-compliance of goods with the contract in accordance with the law and the nature of the device.
IQOS offers a variety of benefits during the time of the seller's liability for non-conformity of the goods, and after that period ends. All you need to do is register your device and find out what are the benefits that IQOS offers.
IQOS offers a variety of benefits during the time of the seller's liability for non-conformity of the goods, and after that period ends. All you need to do is register your device and find out what are the benefits that IQOS offers.
Terms and conditions
Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the replacement of your IQOS in the country where you bought in. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.
How to make a claim for an IQOS replacement
Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.
Do you want to make a claim?
It's easy and quick, just contact our Customer Care service available Monday to Saturday from 9 a.m. to 9 p.m. and Sunday from 10 a.m. to 6 p.m. and we will help troubleshooting any problems with your device.
If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the replacemet duration starting from the manufacturing date of the IQOS device components in question based on its own records.
Customer support
We're here to help you. If you need help, you can contact us by phone, email, viber or Facebook.
Register your IQOS device at iqos.com and unlock great advantages
fast and free IQOS replacement*international coverage with IQOS support and IQOS device replacement services wherever you are in the world
one replacement in the event for IQOS ILUMA i PRIME, in case you accidentally damage your device**
access to limited editions and exclusive offers
You need help? Contact us.
We are here to help you across multiple channels.
Find a IQOS store here.
Give us a free call on 0800 2 12 12.
Send us your query and we will respond within 24h on E-mail.
Visit our Facebook page and chat with our IQOS expert.
Chat with our IQOS experts in
This product is not risk-free and delivers nicotine, which is addictive. For adult use only.