30-day money-back guarantee

If you wish to return your device free of charge, you can return the device within 30 days (based on our 30-day money back guarantee) in new as well as used condition by returning the device to where you purchased it. Willful impairments as well as wear and tear or damage exceeding normal use preclude the right of claim.

a) When purchasing the device on iqos.com, the trial period of the 30-day money-back guarantee starts after receiving the device and can be sent back to us completely free of charge. For this purpose, please request a return label* on our toll-free hotline: 0800 901 091.
b) If you purchase the device in our IQOS Boutique or at one of our IQOS Partner Stores, Premium Reseller or Device Seller, the 30-day money-back guarantee trial period starts after the purchase of the device and can be returned completely free of charge to the store where the device was purchased.

If the delivered goods show a defect, please also contact our free hotline on 0800 901 091. If you purchased it online on iqos.com you will receive a return label*. Philip Morris will bear the costs of the return shipment.

*Please note, if you do not use a return label provided by Philip Morris, you will have to bear the costs of the return shipment. There will be no refund of costs for return shipping.

This is how the free return of your goods works:

1. Contact our hotline on 0800 901 091 (free of charge).
2. You will receive a return label by e-mail, please print it out and stick it visibly on your return package.
3. Take the package to a parcel drop-off counter or a posting box available in the self-service zone of Österreichische Post AG in Austria.
4. Please obtain a receipt as proof of postage.
5. Once receipted your package will be inspected and a refund will be issued. The refund will be made using the same form of payment that you have used for your shopping. 

Yes, as long as the device has not been damaged and is returned with the complete scope of purchase or delivery.

Yes, you can return the device within 30 days (based on our 30-day money-back guarantee) in new as well as used condition, completely free of charge. Willful impairments as well as wear and tear or damage exceeding normal use preclude the right of claim.

Unfortunately, the trial period cannot be extended.

The 30-day money-back guarantee applies only to IQOS devices. If you purchased an IQOS device online on iqos.com, in our IQOS Boutique or at one of our IQOS Partner Stores, Premium Reseller or Device Seller and are not satisfied, the 30-day money-back guarantee offers you the possibility to return the device within 30 days after receipt of the goods.