To return your IQOS device to us free of charge in the event of a purchase withdrawal, you will need a return label from Philip Morris. You can request this by calling our IQOS experts, who will take care of issuing your free return label. The withdrawal period for a purchase made on iqos.com is 14 days.

It's simple:
Request your return label by calling our IQOS experts at 0800 90 10 91. Please have the following information to hand:
- Order number (You can find this in your profile in the “Order history” section, or in the order confirmation that we sent to your e-mail address.)
- First and last name of the buyer
- Address of the buyer
- E-Mail address of the buyer

• Based on the above data, our IQOS experts will generate your free return label, which you will then receive via E-mail.
  -    Please print this out and stick it visibly on your return package.
  -    Take the parcel to a parcel drop-off counter or to an Österreichische Post AG dispatch box available in the self-service zone in Austria.
  -    Keep the confirmation of posting so that you have it ready for any queries from Philip Morris.

PLEASE REMEMBER: It is only possible to return your IQOS device via the shipping channel if you purchased the device from the IQOS online store. If you did not purchase your IQOS device on iqos.com, you must return the device to your chosen sales channel.

Note: With the IQOS 30-Day Money-Back Guarantee, you have 30 days to decide whether to cancel your purchase. The withdrawal period remains unaffected. Please use the return label for free returns. Further information on free returns with a return label can be found here.

After your return has been checked at our warehouse, we will arrange for the purchase amount to be refunded. The refund will be made using the same payment method that you used for your purchase.
 

The withdrawal period for a product purchased on IQOS.com is 14 days. With the IQOS 30-Day Money-Back Guarantee, you have 30 days to decide whether to cancel your purchase. The withdrawal period remains unaffected. 

To return the device is free of charge using the return label.  All returns will be inspected upon receipt and the corresponding refunds will be processed in a timely manner.
 

Devices containing lithium batteries are considered dangerous goods. If lithium batteries are damaged or short-circuited, the batteries can overheat and catch fire. Devices with damaged lithium batteries are therefore not suitable for transportation!

This may affect the following devices: IQOS Pocket Charger and IQOS Holder.

Please check your IQOS device for the following signs:
•    Bloated or cracked/broken case
•    Heat generation even though there is no use
•    Melted or deformed parts
•    Sparks or stinging flames have occurred
•    A short circuit has occurred

If your device shows even one of these signs, it is not fit for transportation! In this case, please dispose of the device properly at a recycling center.

If your device is suitable for transportation, please use the original packaging and its shipping carton to return it to us. This packaging already contains the dangerous goods label, that you need when shipping at least one Pocket Charger or more than two Holders.  

When shipping more than one device with lithium batteries, please ensure that they do not touch each other in the shipping carton. In addition, the devices should not be loose in the box.
 

It is only possible to return your IQOS device by post if you have purchased the device from the IQOS online store. If you use a return label provided by Philip Morris for the return shipment, the return is free of charge for you.

This is how it works: Request your free return label by calling 0800 90 10 91. Our IQOS experts will generate the label for you using all the necessary customer data (order number, name, address, e-mail address). After receiving the automatically sent e-mail address, you have 14 days to affix the return label to the parcel and take it to the post office.

Please always use the return label generated by our IQOS experts, otherwise the costs of the return shipment cannot be covered or refunded by Philip Morris. Using the return label also ensures that your return is sent to the right place.

Returning a defective device: The same deadlines and provisions apply here as for a standard return. If the goods are returned due to a defect, Philip Morris will also bear the costs for the return shipment.

IMPORTANT: If you wish to continue using your device, please proceed as follows:

Replacing a defective device: if you wish to continue using the device but it needs to be replaced due to a legitimate defect, please contact our IQOS Hotline on 0800 90 10 91 for more information. Philip Morris will also cover the cost of returning the device for replacement.

With the IQOS 30-Day Money-Back Guarantee, you have 30 days to decide to cancel your purchase and return the device in both new and used condition completely free of charge.

PLEASE NOTE: It is only possible to return your IQOS device by post if you purchased the device from the IQOS online store. If you did not purchase your IQOS device on iqos.com, you must return the device to your chosen sales channel.
 

IQOS devices and accessories must always be returned to the place where they were purchased.
 
Devices purchased in the IQOS Store must also be returned there if there is a right of return. (Such as the 30-Day Money-Back Guarantee)
 
All devices and accessories ordered on IQOS.com can be returned via return shipping within 14 days. Please ensure that they are returned undamaged and in their complete scope of purchase/delivery in their original packaging and shipping box, including the hazardous goods label. Willful impairment or wear and tear or damage that goes beyond normal use shall exclude any claims.

Exception: With the IQOS 30-Day Money-Back Guarantee, you have 30 days to decide whether to cancel your purchase. For free return shipping, please use the return label. You can find out more about free returns with a return label here. 

The exact shipping process depends on the reason for the return. 

Return in case of cancellation or within the 30-Day Money-Back Guarantee: 
Please return the IQOS device complete with all components in the factory packaging.

Exception: The device cannot be transported due to damage. Use the original packaging and the shipping carton in which the IQOS device was delivered for the return shipment. Pack the product carefully to protect it from possible transportation damage. The shipping carton already contains the dangerous goods label, which you will need when shipping at least one Pocket Charger or more than two Holders. Otherwise, please print out the corresponding dangerous goods label in color and affix it to your shipping box. Use the return label, which you can request by telephone on 0800 90 10 91, for free return shipment.

Return in case of defect: 
Please first make sure that your device is suitable for transportation (see notes below). If this is the case, please proceed as described above in the provisions on standard returns.

Please only return devices that are defective or need to be replaced. If, for example, only your Holder is defective and you are having it replaced, then only return the Holder. However, if your entire kit is to be replaced, please return the complete IQOS kit to us.

PLEASE NOTE: Unsolicited returns of any kind cannot be considered and will therefore be returned to the consumer unprocessed. In the event of a faulty or defective device, please contact our IQOS hotline on 0800 90 10 91 or use our online troubleshooting tool.

Notes on the proper shipping of devices with lithium batteries: 
Older devices containing lithium batteries are considered dangerous goods. If lithium batteries are damaged or short-circuited, the batteries can overheat and catch fire. Devices with damaged lithium batteries are therefore not transportable! 
  
Please check your IQOS device for the following signs: 
•    Bloated or burst/broken case 
•    Heat development although not in use 
•    Melted or deformed parts 
•    Sparks or jets of flame have erupted 
•    There was a short circuit 

If your device shows even one of these signs, it is not suitable for transportation! In this case, please dispose of the appliance properly at a recycling center.

When shipping more than one device with a lithium battery, make sure that they do not touch each other in the shipping carton.In addition, the devices should not be loose in the box. Please use the original packaging and its shipping carton, including the hazardous goods label, for the return shipment.
 

The return or the return location of the device depends on the originally selected sales channel. You can only return an order that you have placed in the online store in the online store. The basic withdrawal period for the purchase of an IQOS device on IQOS.com is 14 days

If you purchased your IQOS device in the IQOS online store, you can return it to us by post.
 
To do this, request your free return label by calling 0800 90 10 91. Our IQOS experts will generate this label for you using all the necessary customer data (order number, name, address, e-mail address). After receiving the automatically sent e-mail address, you have 14 days to affix the return label to the parcel and take it to the post office.

Use the original packaging and its shipping box for the return shipment. The shipping box already contains the dangerous goods label, which you will need if you are sending at least one Pocket Charger or more than two Holders. Otherwise, please print out the corresponding dangerous goods label in color and affix it to your shipping box. We will cover the costs of the return shipment for you. 
 
Please note: With the IQOS 30-Day Money-Back Guarantee, you have 30 days to decide to cancel the purchase and return your product via the sales channel in which you made this purchase. 

No, unfortunately that is not possible. You can only return an order that you placed in the online shop in the online shop. If you did not purchase your IQOS device on iqos.com, you must return the device to your chosen sales channel.