Voluntary warranty FAQs

The duration of a voluntary warranty in Austria is determined with 12 months.

The Philip Morris International entity (Philip Morris Austria GmbH, Vorgartenstr. 206 B-C, 1020 Wien) 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.

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 attempted 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.

To make a claim under this warranty, please contact your IQOS Care Team for assistance. Ensure that you have your proof of purchase before making the call.

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.

Where an exchange takes place, then any replacement part becomes your property and the replaced becomes the property of entity which makes the exchange. The information provided by you will be used as described in consume privacy notice at www.pmiprivacy.com

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase. In EU member states buyers may have the rights and remedies against the seller for a longer period, at least two years, in respect to any defect existing at the time of delivery.