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FAQ

Returns & Replacements

If you have tried IQOS, but decided that it is not for you, we offer you 60 days money back guarantee. This is offered to you when you have registered an account on IQOS.com and your IQOS is registered on your profile. The money back guarantee is only valid for your first time purchase of an IQOS. We want you to have enough time to get accustomed to using IQOS and during this time you are entitled to have personal guiding from an IQOS Expert. Please note that the 60 days money back guarantee is not applicable for HEETS (tobacco).

On all other purchases, you are entitled to return any products within 14 days. This is also applicable for HEETS as long any sealed HEETS package has not been broken.

Please note that if you return products that are not entitled for refund, these will not automatically be sent back to you. If you are unsure, please contact IQOS support before you send any items back.

Where have you purchased your IQOS?

IQOS.com with delivery method PostNord or DHL:
If you purchased on IQOS.com and received delivery through PostNord or DHL, you should have received a return label and a return slip in the parcel. Please use this to send your items back. If you want to use your right to return any products within 14 days or your 60 days money back guarantee, please mark the option “Item no longer required” on the return slip.
When you order via IQOS.com, you are a registered user, and your IQOS is registered on your account automatically. You therefore don’t have to provide any copy of receipt in the return shipment. You can leave the parcel on a PostNord drop off point. When we have received the items, you will have your money back on your account within a few working days.

IQOS.com and delivered to you by an IQOS representative:
If purchase was made on IQOS.com and delivered to you by an IQOS representative, please contact our IQOS support to have a return label sent to you for free. When you order via IQOS.com, you are a registered user, and your IQOS representative have helped you to register your IQOS on your account. You therefore don’t have to provide any copy of receipt. Print the return label, and leave the parcel on a PostNord drop off point. When we have received the items, you will have your money back on your account within a few working days.

IQOS stores or IQOS business partner:
If you have purchased through any other IQOS stores, or IQOS business partners, please contact our IQOS support to have a return label sent to you for free. For a faster process, please make sure you have an account on IQOS.com, and that the IQOS you want to return is registered on your profile. You can find how to create an account here , and how to register your IQOS here. You need to be registered for us to be able to make a refund. Please also be aware that you need to send IQOS Support a copy of your receipt for us to be able to refund the money. When we have received the items, you will have your money back on your account within a few working days.

For any assistance, please, contact our IQOS Support.
We offer 60 days money back guarantee.This is offered to you when:
  • You have an account on IQOS.com
  • Your IQOS is registered on your profile
  • It's your first IQOS purchase and you have purchased it within 60 days from return date.
We offer you this to have some time to get to know the product. Please note that they guarantee is not applicable for HEETS.
If you have issues with our device, it might be that it needs to be replaced. Contact for any assistance, please, contact our IQOS Support and they will help you to trouble shoot and guide you to which replacement options you have.

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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.