Warranty & Replacement

• fast and free IQOS replacement*
• international coverage with IQOS support and IQOS device replacement services wherever you are in the world
• extended IQOS warranty, in case you accidentally damage your device**

If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.

 
*This applies in the case of a malfunctionning of your IQOS device during the warranty period.
** During the warranty period, the extended warranty includes a one-time replacement, per device registered on your iqos.com account and for any accidental damage not covered by the voluntary warranty. In the event of a partial or complete replacement of your device under the extended warranty, the device will still continue to be covered by the  warranty period of the voluntary warranty valid from the date of the initial purchase. 

The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) 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 don't we cover with the IQOS warranty?

The following aren't covered by the IQOS warranty:
a) Uninterrupted and error free functionality of the product.

b) Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.

c) Cosmetic damage (such as scratches, dents, broken plastic etc) that do not impact the functionality of the product.

d) Damage caused by misuse, power surge, improper handling, liquid contact or fire 

e) Malfunction due to use with non-compatible product, manufacturered either by Philip Morris International or third party manufacturers.

f) Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by IQOS.

g) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide or in contravention of the firmware license agreement. 

h) Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*;

i) Product containing fully or partially non-genuine parts.

j) Product for which serial numbers have been removed or altered.

k) Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement the firmware is provided “as-is,” without any warranty.

l) Faults due to improper operation of “autostart” and/or “double tap” features* that do not impact the functionality of the product.

*For more information about battery performance or available features for your product, please consult www.iqos.com. The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) 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.