Signup & redeem your free gift here >

IQOS Customer Benefit Program - FAQs

The Customer Benefit Program and warranties are based on the device with the longest warranty period.
  • Accident protection (one per separate unit): is based on the 12-month warranty period
  • The Customer Benefit program is based on the unit with the longest warranty period.
  • This may be because your device’s warranty period has passed, which means you cannot take part of of IQOS Customer Benefit Program.
    No, you cannot depute your Customer Benefit Program to anyone else because the Program is based on the unit's registration and warranty date.
    Please contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
    In all available offers, it should clearly be explained which retailers these apply for. If this information does not appear, please contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
    IQOS Customer Benefit Program is valid in the country you applied for, this does not necessarily have to be in the country where you bought your IQOS.
    As long as you have an active account in the Customer Benefit Program and your device’s warranty period is still active (12 months), you can benefit from IQOS Customer Benefit Program.
    IQOS Customer Benefit Program is a free service intended to give IQOS users the smoothest service experience possible. IQOS users who have registered their IQOS at IQOS.com and activated Customer Benefit Program for this device are entitled to one claim on accidental damage during the coverage period. In addition to the guarantee, The Customer Benefit Program also offers the following benefits:
  • Personal IQOS Expert who, among other things, explains how IQOS works and its benefits and provides information about the registration process.
  • Information about news and offers before unregistered IQOS users. No exclusive products or launches are included in this program.
  • International Assistance - toll-free number (fees may apply) that IQOS users can call if something happened during stays abroad to countries where IQOS is sold (by Philip Morris or its subsidiaries or authorized third parties). At the event, the IQOS user receives help from experienced IQOS agents.

    To know more about what is included in Care Plus, you can always contact Customer Care who will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
  • During your warranty period, you can have your unit replaced once due to an accident, this is included in IQOS Customer Benefit Program. If you have changed your device before Customer Benefit Program was launched, this will not affect the ability to replace your device once.
    Replacement is not available for such cases.
    Replacement is not available for such cases.
    Replacement is not available for such cases unless it affects the device’s functionality.
    Yes, the warranty covers electronic products for a 12-month warranty period if the problem is due to a defect product or malfunction. We will replace your defect product with a new one.
    No, we only replace products that are defective or have a malfunction due to cosmetic damage.
    Yes, IQOS Customer Benefit Program is free of charge.
    • English

    Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

    CONFIRM

    Sorry!
    This website is intended only for users of nicotine or tobacco products who are over 18.

    This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Sweden who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.