Signup & redeem your free gift here >

Returns & Replacements - FAQs

If you have tried IQOS but decided that you do not like it, we offer you a 60-Day Money-Back Guarantee. This is offered to you if you have registered an account at IQOS.com and your IQOS device is registered on your profile. The money-back guarantee is only valid for your first-time purchase of an IQOS. We want to give you enough time to get accustomed to IQOS, during this time you are entitled to have personal guiding from an IQOS Expert. Please note that the 60-day money-back guarantee is not applicable for heatsticks (tobacco).

You are entitled to return any product in our assortment within 14 days. This is also applicable for heatsticks as long the package is sealed heatsticks and in original condition.

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 hesitating, please contact IQOS support before you send any items back.

Where have you purchased your IQOS?

  • IQOS.com and delivery by Postnord:
    If you made the purchase at IQOS.com and had it delivered by Postnord, you should have received a return label and a return slip in the parcel. Please use this to send back your items. If you want to use your right to return the products within 14 days or your 60-day 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. Therefore, you do not have to provide any copy of the receipt in the return shipment. You can leave the parcel on a Postnord drop off point. When we receive the items, your money will be sent back to your account within a few business days.

  • IQOS.com and delivered to you by an IQOS representative:
    If you made the purchase at IQOS.com and had it delivered by an IQOS representative, please contact our IQOS support to get a free return label sent to you. When you order via IQOS.com, you are a registered user, and your IQOS representative have helped you register your IQOS on your account. Therefore, you will not have to provide a copy of the receipt. Print the return label, and leave the parcel to a Postnord drop off point. When we receive the items, your money will be sent back to your account within a few business days.

  • From an IQOS store or IQOS business partner:
    If you have purchased your IQOS in an IQOS store or from an IQOS partner, please contact IQOS Support to have a return label sent to you free of charge via email which you can then print.


    For a faster process, make sure you are a registered user at IQOS.com, and that your IQOS is registered on your profile. You can create an account here. You need to be a registered user, otherwise we will not be able to proceed with a refund. Please note that you also need to send a copy of your receipt to IQOS Support. Send the return package to a Postnord representative. Once we receive the goods, you will be credited and will receive your money back to your account within a few business days.
  • We offer a 60-day money-back guarantee. This is offered to you if:
  • You have an account at IQOS.com
  • Your IQOS is registered on your profile
  • It is your first IQOS purchase
  • You return the IQOS within 60 days after the purchase.

    We offer you the 60-day money-back guarantee to give you time to get to know the product. Please note that they guarantee is not valid for heatsticks.
  • If you have issues with your device, it might need to be replaced. For any assistance, please contact IQOS Support who will help you to trouble shoot and inform you which replacement options you have.
    • 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.