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Dec 18, 2018

Warranty and Replacement

Your IQOS warranty is now valid for 2 years from the date of your purchase

To benefit from this service you must have your warranty. 
If you purchased your IQOS on our website your device was automatically insured and registered. 

If you purchased your IQOS in a point of sale, your receipt is your warranty.


Warranty validity

Your IQOS warranty is valid in case of a malfunction of your device. When used inappropriately, the warranty will not be valid. (Example: Broken heating blade).

You can visit our Facebook page or the support page of our website at any time. You can find many videos explaining how to use IQOS correctly. 


How to contact us  

Several options are available:

1.    Call our customer service on 0800 050 000. We answer you from Monday to Friday from 8am to 8pm and on weekends from 9am to 6pm. If you call us before 4:30 pm, your replacement IQOS device is delivered the next day at 9 am. After 4:30 pm, it will be delivered to you within two working days. 

2.    Visit one of our 45 After-Service Stores or our new IQOS boutique in Zurich.

3.    Chat with our experts on our Facebook page.


In case of a problem with your IQOS while abroad, you can benefit from our international assistance.