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Money-back - If not satisfied after use
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 valid for up to three IQOS devices. 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 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.
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?
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.
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.
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, even when you have used your IQOS device. This is offered to you if:
You have an account at IQOS.com
Your IQOS device is registered on your profile
You return the IQOS device 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 tobacco sticks.
Please observe that this offer is only valid for up to three IQOS devices.
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 tobacco sticks.
Please observe that this offer is only valid for up to three IQOS devices.
If you have issues with your IQOS 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.
As a first step, you should return your faulty device to us using our return label - which you can obtain easily and free of charge. Please initiate the return in your IQOS user account on IQOS.com by using these simple steps. [market to add link to FAQ “how to return my IQOS device”] We will then evaluate whether a refund is necessary or possible.
Once the evaluation is complete and it’s been confirmed that a refund is required, you will receive your refund via a bank deposit.
Once the evaluation is complete and it’s been confirmed that a refund is required, you will receive your refund via a bank deposit.
You will be entitled to a refund worth the total value of the returned items, as well as any cash on delivery charges.
If you used a discount coupon for the entire order, you will be credited with the amount actually paid at the time of the order. If you used a discount coupon and want only part of your order refunded, we will calculate how much you spent on that particular item in proportion to the discount.
Amount actually paid in proportion to the discount recognized on the order.
If you paid cash on delivery, you will receive a refund in your current account. In order to refund this, we will need the following data:
If you used a discount coupon for the entire order, you will be credited with the amount actually paid at the time of the order. If you used a discount coupon and want only part of your order refunded, we will calculate how much you spent on that particular item in proportion to the discount.
Amount actually paid in proportion to the discount recognized on the order.
If you paid cash on delivery, you will receive a refund in your current account. In order to refund this, we will need the following data:
- Holder of the account: the name of the holder (or holders) on the current account.
- IBAN: you can find your IBAN code on bank statements. You can also request it directly from your bank.
- BIC / SWIFT: the BIC / SWIFT is a code used in international payments to identify your bank. It can be made up of 8 or 11 alphanumeric characters.
We are very sorry to inform that the return/refund process is not available without any proof of purchase.
We strongly advise you to search for any email or communication received from us that confirms the purchase of your IQOS device.
Only by showing us proof of purchase can you return your faulty IQOS device and receive a refund if valid.
We strongly advise you to search for any email or communication received from us that confirms the purchase of your IQOS device.
Only by showing us proof of purchase can you return your faulty IQOS device and receive a refund if valid.
A refund will only be made when the faulty IQOS device has arrived at our warehouses.
Normally, the refund payment is processed in about two weeks (14 days). You will be informed via email, once the refund is completed.
Normally, the refund payment is processed in about two weeks (14 days). You will be informed via email, once the refund is completed.