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Warranty & Benefits
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We'll cover your IQOS with a 2 year warranty.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Switzerland, you'll get 2 years warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase. 

 

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Register your IQOS device at myiqos.com and unlock great advantages like:        

- fast and free IQOS replacement*
- international coverage with IQOS support and IQOS device replacement services wherever you are in the world
- extended IQOS warranty, in case you accidentally damage your device**
- access to limited editions and exclusive offers

If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.

 

 

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International assistance, for support wherever you are in the world      

International assistance, for support wherever you are in the world
Covering 39 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible.

Are you abroad and need advice or help with your IQOS device?

No worries, you can contact our international assistance at any time by simply calling +800 2559 2559* (or +41 21 547 88 88 if you have connection limitations*), and inserting the indicator for your country (41 for Switzerland).

*Some fees may apply, please consult your operator for more details.

In which countries can you benefit from IQOS international assistance?

No worries, you can The IQOS troubleshooting and replacement service is available in the 39 countries where IQOS is available:

Armenia, Bulgaria, Canada, Colombia, Croatia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Latvia, Lithuania, Moldova, New Zealand, Palestine, Netherlands, Poland, Portugal, Reunion Island, Dominican Republic, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Switzerland, Turkey, Ukraine, United Kingdom.

How can you benefit from the IQOS international assistance services?

All you need is an account on IQOS.com and your IQOS kit registered under your profile.  If this is not yet the case, don't forget to sign up and register your IQOS device before you leave!

Terms and conditions

The services offered, the availability of IQOS equipment and components, as well as the response and delivery times may vary from country to country. This service will not affect your legal rights or the warranty of your IQOS in the country of purchase. When an exchange takes place, any spare 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 in accordance with the IQOS User Guide.

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What do we cover with the IOQS warranty

The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) repair or replace any components which are defective in terms of material or workmanship when used in accordance with the  associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.

What is excluded from the IQOS warranty

The following are excluded from the terms of this warranty:

a) Damage caused by normal wear and tear

b) Cosmetic damage (such as scratches, dents, broken plastic etc.)

c) Damage caused by misuse, power surge, improper handling, liquid contact or fire

d) Malfunction due to use with non-compatible product

e) Damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer

f) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

* This applies in the case of a malfunctioning of your IQOS under the condition that it is still under warranty.

** This includes a one-time replacement per calendar year and per person registered on iqos.com for any damage not covered by the IQOS commercial warranty. In the event of a replacement, only the initial warranty offered at the time of purchase is valid.

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 Friday from 8 a.m. to 8 p.m. Saturday and Sunday from 9 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 warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

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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 Friday from 8 a.m. to 8 p.m. Saturday and Sunday from 9 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 warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

 
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Visit our IQOS Facebook page and chat with one of our experts

Monday - Sunday  10:00A.M. a 8:00P.M. 

 

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Phone

Want to speak to one of our IQOS support expert? No problem call us at 01- 8000 - 1 - 8000 - 1

Monday - Sunday 10:00 A.M. a 8:00 P.M. 

 

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