Terms and Conditions
for participating in the IQOS Customer Benefit Program
(with customer information)

The following terms and conditions for participating in the IQOS Customer Benefit Program (Terms) also contain legal information about your rights in accordance with the provisions on contracts in electronic commerce and on consumer dispute settlement.

1. Scope /Eligibility

1.1 These terms and conditions (Terms) are applicable to and govern your participation in the IQOS Customer Benefit Program (IQOS Customer Benefit Program). You should read these Terms carefully as they affect your legal rights and govern your relationship with Swedish Match Sales Sweden AB, Karlavägen 108, Box 24242, 104 51 Stockholm (Swedish Match).

1.2 You are only eligible for IQOS Customer Benefit Program if: (i) you are an adult smoker or IQOS user aged 18 years and over and you are registered in our IQOS database; and (ii) your main residence is in a country where IQOS Customer Benefit Program is available.

1.3 To participate in IQOS Customer Benefit Program you must register an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center, by e-mail, through an IQOS Expert or at a participating IQOS store.

1.4 By signing up for IQOS Customer Benefit Program through online IQOS device registration or through a customer service center, by post, through an IQOS Expert, participating IQOS store or otherwise using IQOS Customer Benefit Program, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use IQOS Customer Benefit Program, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database.

1.5 If you do not agree (or cannot comply) with these Terms, then you are not permitted to use IQOS Customer Benefit Program.

1.6 No modification of these Terms by you is permitted unless Swedish Match expressly agrees in writing.

1.7 Your use of IQOS Customer Benefit Program is at our discretion and we may refuse your application to use, or we may terminate your right to use IQOS Customer Benefit Program for any reason including if you breach any of these Terms.

1.8 We also reserve the right to amend these Terms and IQOS Customer Benefit Program upon notice at any time. If you do not agree to any such amendments you may terminate your IQOS Customer Benefit Program.

2. Eligible Devices/Registration

2.1 The following Device models are eligible for registration in IQOS Customer Benefit Program:

(a) IQOS 3 And IQOS 3 DUO Holders or Chargers and any upgraded models thereof

(b) IQOS 3 MULTI

2.2 The Device must have a readable and valid serial number.

2.3 For all new IQOS users who register in our database after the IQOS Customer Benefit Program launch date you may become part of IQOS Customer Benefit Program by registering your eligible device within your device warranty period.

2.4 In completing the registration process you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information Swedish Match reserves the right to terminate your IQOS Customer Benefit Program without prior notice.

2.5 Following the registration process for IQOS Customer Benefit Program you will be informed whether your registration is successful. IQOS Customer Benefit Program and the services provided are personal to you and may not be transferred to any third party.

2.6 Your use of IQOS Customer Benefit Program is linked to your country of residence. As IQOS Customer Benefit Program is only available in certain countries if you change your country of residence, then you must inform us and reapply to use IQOS Customer Benefit Program in your new country of residence.

3. Term and Termination

3.1 The term of your IQOS Customer Benefit Program is from the date of acceptance of these Terms and valid within the remaining duration of your 12 months? IQOS warranty period in the country of purchase.

3.2 You may terminate your IQOS Customer Benefit Program at any time with immediate effect by notifying Swedish Match via email: contact.se@iqos.com or Phone 020-25 10 10. Upon termination of your IQOS Customer Benefit Program you are no longer entitled to receive the Services for any of your Devices

3.3 Swedish Match may terminate yourIQOS Customer Benefit Program at any time with immediate effect if you breach these Terms. Swedish Match may also terminate your IQOS Customer Benefit Program for any reason upon 30 days? notice.

3.4 IQOS Customer Benefit Program entitles you to the services described in paragraphs 4 and 5 (Services).

4. Accidental Damage

4.1 If your Device suffers [accidental and unintended damage] that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph 4.

4.2 You must give the damaged Device (including all components) to Swedish Match and you will be provided with a replacement device of the same type equivalent to a new Device in performance and reliability. If a replacement Device of the same type is not available, a Device, in the same category, which is at least functionally equivalent will be provided as a replacement. Swedish Match will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS 3 Holder or the Charger, then only the damaged part will be replaced and Swedish Match will only keep the replaced part of the Device.

4.3 Limitations regarding coverage of Accidental Damage

(a) You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement Device.

(b) You are limited to one replacement Device for Accidental Damage for each registered Device. After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this program will cease. However, you can still receive the remaining Services for your Device until the end of IQOS Customer Benefit Program term (device warranty period).

You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of IQOS Customer Benefit Program or where any of the following circumstances are applicable:

(i) any product that is not an eligible Device as per the list contained in paragraph 2.1;

(ii) damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(iii) Devices with a serial number that has been altered, defaced or removed;

(iv) Devices that have been opened, serviced, modified or altered in a manner not authorized by Swedish Match;

(v) the loss or theft of your Device;

(vi) cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;

(vii) damage or failure caused by normal wear and tear and/or usage of the Device;

(viii) improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God;

(ix) malfunction due to use with non-compatible product;

(x) damage or malfunction caused by failure to use as described in the associated IQOS User Guide; or

(xi) failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

4.4 Making a claim under Accidental Damage

(a) You must:

(i) report your claim to Swedish Match by email: contact.se@iqos.com as soon as possible and no later than 14 days from the date your Device suffers Accidental Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

(ii) if requested by Swedish Match, you must provide proof of purchase for your Device; and

(iii) follow packaging and mailing instructions given by Swedish Match for shipping the affected Device to Swedish Match; and

(iv) otherwise comply with Swedish Match?s return Devices authorization process.

(b) You may also make a claim via customer service center by telephoning the number provided at www.iqos.com for your country of residence and providing the same information detailed in paragraph 4.4(a).

(c) You must not send Swedish Match products and accessories that are not supported by Accidental Damage replacement. If you send Swedish Match these items they will not be returned but be recycled instead.

(d) Swedish Match will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

(i) Courier delivery. A replacement Device will be couriered to you and you must send the affected Device to Swedish Match

(ii) Carry-in Service. You can return your affected Device to a participating IQOS store and participating IQOS service points you will be provided with a replacement.

(ii) Mail-in service. Swedish Match will provide you with prepaid postage and packaging required so that you can send your affected Device Equipment to Swedish Match. Once the screening is complete, Swedish Match will return the Device or a replacement to you. Swedish Match will pay postage costs to and from your location if all instructions are followed by you.

5. International Assistance

5.2 Service options, Device availability, response and delivery times may vary according to country. This service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.

5.3 Limitations regarding International Assistance:

(a) The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.

(b) The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide:

(i) damage caused by normal wear and tear;

(ii) cosmetic damage (such as scratches, dents, broken plastic etc.);

(iii) damage caused by misuse, power surge, improper handling, liquid contact or fire;

(iv) malfunction due to use with non-compatible product;

(v) damage or malfunction caused by attempt to open, modify and repair the Device, either by the user or by a service provider not accredited by the manufacturer; or

(vi) damage or malfunction caused by failure to use as described in the associated Device User Guide

5.4 Making a claim under International Assistance

(a) You must:

(i) report your claim to customer service center by telephoning the number 020-25 10 10 as soon as possible and no later than 2 days from the date your Device suffers Accidental Damage or Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

(ii) if requested by Swedish Match, you must provide proof of purchase for your Device; and

(iii) follow packaging and mailing instructions given by Swedish Match for shipping the affected Device to Swedish Match; and

(iv) otherwise comply with Swedish Match?s return Devices authorization process.

(b) Swedish Match will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

(i) Courier delivery. A replacement Device will be couriered to you and you must send the affected Device to Swedish Match

(ii) Carry-in-Service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.

(iii) Mail-in-Service. Swedish Match will provide you with prepaid postage and packaging required so that you can send your affected Device Equipment to Swedish Match. Once the screening is complete, Swedish Match will return the Device or a replacement to you. Swedish Match will pay postage costs to and from your location if all instructions are followed by you.

6. Other services

IQOS Expert. You will have access to a dedicated remote IQOS expert that will support you with your IQOS. Access is during normal business hours in your country of residence.

Special Offers. You are eligible to a discount of 10% reduction on all IQOS accessories that you purchase online and in participating IQOS stores up to a maximum spend of 15.000 SEK during your Customer Benefit Program period.

60-day money-back guarantee? 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.

Please observe that this offer is only valid for up to three IQOS devices.

7. Your Obligations

You agree:

(a) not to misuse the IQOS Customer Benefit Program and the Services;

(b) to keep your IQOS Customer Benefit Program account safe and secure;

(c) where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and

(d) to comply with applicable law.

8. Warranty/Limitation of Liability

8.1 As your IQOS Customer Benefit Program is free of charge, it is provided ?As Is? and without any warranty.

8.2 Swedish Match shall not be liable to the extent permitted under applicable law for direct or indirect damages or losses (including caused by negligence however arising or otherwise resulting from your IQOS Customer Benefit Program or your use of the Services. Swedish Match shall not be liable for any of the damages or losses described in this paragraph 8.2 even if you have informed Swedish Match of the possibility of such losses.

8.3 Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.

9. Miscellaneous

9.1 IQOS Customer Benefit Program is not an insurance policy.

9.2 IQOS Customer Benefit Program is currently provided free of charge.

9.3 Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://se.iqos.com/sv/information-om-personuppgifter

9.4 These Terms are subject to the laws of the registered office of Swedish Match.

9.5 For questions, inquiries and contact information please refer to https://se.iqos.com/sv/kontakta-oss

Terms and Conditionsfor participating in the IQOS Customer Benefit Program (with customer information)

Terms and Conditions
for participating in the IQOS Customer Benefit Program
(with customer information)