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IQOS Customer Benefit Program - FAQs

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. This is not the same thing as the warranty. If you want to know the difference between warranty and accidental damage coverage you can read more under "Warranty terms" further down in the FAQ.

The Customer Benefit Program offers the following benefits:

  • Accidental Damage Coverage
  • 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.
  • 10% discount on accessories

    Register your IQOS here

    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.
  • The Customer Benefit Program and warranties are based on the device's registration date
  • Accident damage coverage (one per unit): applies in 12-months from registration date
  • The Customer Benefit program applies 12 months from purchasing dare on your latest purchased device
  • 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.
    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.