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10 years of IQOS, €20 discount
IQOS Warranty and Replacement
- Damage caused by normal wear and tear
- Cosmetic damage (such as scratches, dents, broken plastic etc.)
- Damage caused by misuse, power surge, improper handling, liquid contact or fire
- Malfunction caused by using the device with non-compatible products
- Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
- Damage or malfunction caused by failure to use as described in the associated IQOS User Guide
I purchased my IQOS in another country, how can I access the warranty?
Voluntary manufacturer warranty is valid only in the country of purchase. It’s not directly enforceable in a third country. If you are travelling to a country where IQOS is sold, you can use the International Assistance line, if you are a registered customer.
If your device has not yet been registered in another country, you can easily register it as you would register a device purchased in your home country. Once you have uploaded the proof of purchase, you will receive the full warranty. Unfortunately, if your device has already been registered in another country, we cannot provide you with the warranty.
Is my IQOS under warranty?
IQOS provides you with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met.
With the accidental damage coverage, you can gain additional coverage for your device, for the period of the warranty. You can benefit from these services by registering your IQOS device.
Apart from voluntary warranties, do I have other rights?
Yes, our voluntary warranty does not limit consumer rights such as statutory warranty (“Gewährleistung”).
How to replace my IQOS device online?
Even products of the highest quality can sometimes stop working.
Do you want to make a replacement claim? You can do it online with ease. If you have registered your device in your account, then you can go to our online diagnostic and check your device eligibility for replacement.
If you do not have a registered device, then find the instructions here to register your device.
Can I replace my IQOS device?
IQOS has a one-year warranty from the date of purchase, which covers anything all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide here.
Can I replace my device abroad?
No, the provisions of the replacement are only valid in the country of purchase.
When is a defective IQOS device or heating element replaced?
The customer service team will 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 we don’t cover with the IQOS warranty:
Feel free to check more about replacement and warranty here.
How long is my warranty validity?
The warranty for IQOS devices is valid for one year from the purchase date.
What this warranty covers?
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.
How can I use the warranty?
To make a warranty claim under this warranty policy, please contact us via email, phone or live chat. Have your proof of purchase with date of purchase ready before contacting us by phone.
If you are unable to provide proof of purchase, the warrantor reserves the right, at its sole discretion, to start the warranty period from the date of manufacture of the IQOS device and its components as shown by IQOS records.
Visit our Warranty & Replacement page to find more information or please visit an IQOS store. If you need help you can contact us through LiveChat on iqos.com.
Other terms
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
Additional legal rights for consumers
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.
I purchased my IQOS in another country, how can I access the warranty?
Voluntary manufacturer warranty is valid only in the country of purchase. It’s not directly enforceable in a third country. If you are travelling to a country where IQOS is sold, you can use the International Assistance line, if you are a registered customer.
If your device has not yet been registered in another country, you can easily register it as you would register a device purchased in your home country. Once you have uploaded the proof of purchase, you will receive the full warranty. Unfortunately, if your device has already been registered in another country, we cannot provide you with the warranty.
Is my IQOS under warranty?
IQOS provides you with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met.
With the accidental damage coverage, you can gain additional coverage for your device, for the period of the warranty. You can benefit from these services by registering your IQOS device.
Apart from voluntary warranties, do I have other rights?
Yes, our voluntary warranty does not limit consumer rights such as statutory warranty (“Gewährleistung”).
How to replace my IQOS device online?
Even products of the highest quality can sometimes stop working.
Do you want to make a replacement claim? You can do it online with ease. If you have registered your device in your account, then you can go to our online diagnostic and check your device eligibility for replacement.
If you do not have a registered device, then find the instructions here to register your device.
Can I replace my IQOS device?
IQOS has a one-year warranty from the date of purchase, which covers anything all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide here.
Can I replace my device abroad?
No, the provisions of the replacement are only valid in the country of purchase.
When is a defective IQOS device or heating element replaced?
The customer service team will 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 we don’t cover with the IQOS warranty:
- Damage caused by normal wear and tear
- Cosmetic damage (such as scratches, dents, broken plastic etc.)
- Damage caused by misuse, power surge, improper handling, liquid contact or fire
- Malfunction caused by using the device with non-compatible products
- Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
- Damage or malfunction caused by failure to use as described in the associated IQOS User Guide
Feel free to check more about replacement and warranty here.
How long is my warranty validity?
The warranty for IQOS devices is valid for one year from the purchase date.
What this warranty covers?
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.
How can I use the warranty?
To make a warranty claim under this warranty policy, please contact us via email, phone or live chat. Have your proof of purchase with date of purchase ready before contacting us by phone.
If you are unable to provide proof of purchase, the warrantor reserves the right, at its sole discretion, to start the warranty period from the date of manufacture of the IQOS device and its components as shown by IQOS records.
Visit our Warranty & Replacement page to find more information or please visit an IQOS store. If you need help you can contact us through LiveChat on iqos.com.
Other terms
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
Additional legal rights for consumers
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.