IQOS Warranty & benefits
Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Austria, you'll get 12 months warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase.
- free IQOS rapid replacement*
- international coverage with IQOS support and IQOS device replacement services
- extended IQOS warranty, in case you accidentally damage your device**
If you bought your IQOS device in our Online Shop, your device is being automatically linked to your account so you can start enjoying these benefits from day one.
Are you abroad and need support? We are here for you. Available daily and in over 40 countries.
We will help you further if your device should be defective or other troubleshooting is necessary. And if you are entitled to our voluntary warranty, you also benefit from our rapid replacement service.
Are you abroad and need help with your IQOS device?
Our international assistance team is only a call away. Just call 0800 255 925 59.*
*Some fees may apply, please speak to your network operator.
How do you get access to the IQOS international assistance service?
You just need to have registered to IQOS and linked your device to your account before you leave.
Terms and conditions
Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the warranty of your IQOS in the country of purchase. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.
The company listed under "IQOS CARE" (Philip Morris Austria GmbH, Vorgartenstr. 206 B-C, 1020 Vienna) repairs or replaces (at the discretion of the guarantor) those components of the product that are defective in material or workmanship, insofar as the conditions of this guarantee apply. Your statutory warranty rights are not limited by this voluntary guarantee. The following warranty conditions only apply to the country in which you purchased your product.
What don't we cover with the IQOS warranty?
The following aren't covered by 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
*In the event of a covered defect – 7 days a week.
** A one-time replacement per calendar year and per person registered on iqos.com for any damage not covered by the IQOS warranty. If your device is replaced, only the original warranty when you first bought the device is valid.
Here you will find answers
to the most frequently asked questions about IQOS.
How to make a claim for an IQOS replacement
Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS. Do you want to make a claim? It's easy and quick, just contact our Service Team available Monday to Sunday from 9 am to 9 pm, and we will help troubleshooting any problems with your device. If you didn't buy your device in our Online Shop, please have your proof of purchase ready. 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.
Chat with the IQOS experts in real time. They’re available every day from 9 am to 9 pm.
Visit us in one of our IQOS Selling Points. Find an IQOS Selling Point near you with our Store Finder.
You want to speak to us? We are here for you at 0800 90 10 91.
Monday to Friday 9 am - 9 pm