Replacement - FAQs

No, the provisions of the replacement are only valid in the country of purchase.

IQOS has a one-year warranty from the date of purchase, which covers all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide.

Even products of the highest quality can sometimes stop working. Do you want to make a replacement claim? You can do it online with ease. If you have registered your device in your account, then you can go to our online diagnostic and check your device eligibility for replacement.

The customer service team will repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase. What we don’t cover with the IQOS warranty:

1. Damage caused by normal wear and tear
2. Cosmetic damage (such as scratches, dents, broken plastic etc.)
3. Damage caused by misuse, power surge, improper handling, liquid contact or fire
4.Malfunction caused by using the device with non-compatible products
5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
6. Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

Feel free to check more about replacement and warranty here.