To return your IQOS device to us free of charge in case of a purchase revocation, you need a return label from Philip Morris. You can obtain this free of charge in your IQOS user account on IQOS.com. The revocation period for a purchase made on IQOS.com is 14 days.

It's simple:
•    Log in to your profile, go to the section "My orders" and search for your order via the order number.
•    Click on "Return order" and you will receive an automatic e-mail as soon as your return label is available. 
•    To download your return label, either click on the link in the e-mail or go back to your IQOS profile under the order you'd like to return.

Please remember: If you did not buy your IQOS device on IQOS.com, you must return the device to the sales channel you have chosen. A return via IQOS.com or a return shipment is not possible.

Note: If you have ordered the IQOS 30-Day Money-Back Guarantee, you can return your device to us within the trial period of 30 days. Return shipment of the device within the trial month is likewise best done using the return label.

All returns will be reviewed upon receipt and appropriate refunds will be processed accordingly.
 

The cancellation 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 or not to buy the IQOS device. The cancellation period remains unaffected.

The best way to return the device is free of charge using the return label. All returns are inspected upon receipt and appropriate refunds are processed in a timely manner. 
 

Devices containing lithium batteries are considered hazardous materials. If lithium batteries are damaged or short-circuited, the batteries may overheat and catch fire. Devices containing damaged lithium batteries are therefore not transportable!

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 transportable! In this case we ask you to dispose of the device properly at a recycling center.

If your device is transportable, please use the original packaging of the spare part and its shipping box to return it to us. This packaging already contains the dangerous goods label, which you need when shipping at least one Pocket Charger or more than two Holders.

Please make sure when shipping more than one device with a lithium battery that they do not touch each other in the shipping carton. In addition, the devices should not lie loose in the carton. Ideally, you should pack the products in the original sales packaging.

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

Returning your IQOS device is only possible if you purchased the device in the IQOS Online Shop. If you then use a return label provided by Philip Morris for the return, the return is free of charge for you.

This is how it works: Simply log into your IQOS customer account and request the return. You will receive an email as soon as the return slip is ready for you to download. You then have 14 days to bring the package to the post office. Philip Morris will then bear the costs of the return.

Please always use the return label, otherwise the cost of the return cannot be covered or reimbursed by Philip Morris. Furthermore, only the return label can be used to ensure that your return is sent to the designated place.

The shipping cost (standard delivery) will be reimbursed to you by Philip Morris in the event of cancellation.

If the goods are returned because of a defect, Philip Morris will also bear the cost of the return postage.

PLEASE NOTE: If you did not buy your IQOS device on iqos.com, you must return the device to the sales channel you have chosen. A return via iqos.com or a return shipment is not possible.
 

The IQOS devices and accessories must always be returned to where they were purchased. 
 
Devices purchased from the IQOS Store must be returned there, subject there is a right of return. (For example with the with the 30-Day Money-Back Guarantee)
 
All devices ordered on IQOS.com can be returned via return shipping within 14 days. 
Exception: With the IQOS 30-days-money-back offer, you have 30 days to decide whether or not to make a purchase. The cancellation period remains unaffected. 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 at the end of 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 (see below). Ideally, use the shipping carton in which the IQOS device was delivered for the return and pack the product carefully to protect it from possible transport damage. The dangerous goods sticker is already on the shipping carton, which you 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 attach it to your shipping carton. For free return shipping, use the return label that you can access via your IQOS customer account.

Return in case of defect: 

Please first ensure that your device is transportable (see below). If this is the case, please use the original packaging of the spare part and its shipping carton to send it back to us. The dangerous goods sticker is already on this packaging, which you need when shipping at least one pocket charger or more than two holders. Otherwise, please print out the corresponding dangerous goods label in color together with the return label and attach it to the shipping carton. 
 
Please only return devices that are defective or need to be exchanged. So, for example, only your holder is defective and you get it replaced, then just send back the holder. However, if your entire kit is being replaced, please return the complete IQOS kit to us. 

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 transportable! In this case, we ask you to dispose of the device properly at a recycling center. 
 
When shipping more than one device with a lithium battery, make sure they do not touch each other in the shipping carton. In addition, the devices should not lie loose in the box. It is best to pack the products in the original sales packaging. 
 

The return or place of return of the device depends on the originally selected sales channel. The revocation period for purchases made on iqos.com is 14 days.

You can return your IQOS device to us via mail.
 
In order to return online on IQOS.com, please log in to your IQOS user account and initiate the return under "My orders". You’ll be informed once your return label is ready to be downloaded. Please do not forget the hazardous goods label: In case you will use the original shipping box, this label is already on the carton and must be visible. Otherwise, simply download the label together with the return label and print out the according label in color.  

Afterwards, you have 14 days to bring your package to a post office.  
 
We will cover the costs of the return shipment for you. 
 
Please note: With the IQOS 30-Day Money-Back Guarantee, you can return your device within the 30-day test period. 

No, unfortunately that is not possible. You can only return an order that you placed in the online shop in the online shop. You can find the conditions in the return form enclosed with your shipment.