IQOS ILUMA Refreshed FAQs

We are selling the devices in the IQOS ILUMA Refreshed range, as refreshing an IQOS device can extend its lifespan, reduce waste production and optimize the use of materials and resources. 

You can purchase the devices, IQOS ILUMA Refreshed and IQOS ILUMA Refreshed one, through our online shop or in our IQOS Boutiques throughout Switzerland.

The devices in the IQOS ILUMA Refreshed range are devices that have been used by adult consumers and returned to us. All returned devices are thoroughly inspected and sanitised by our experts, who only select those in top condition to be refreshed. The firmware is updated, battery and cosmetic or functional components are replaced if needed.

We do not declare the devices in the IQOS ILUMA Refreshed range, as new, as there may be minimal signs of use on the surface.

Like new IQOS devices, the devices in the IQOS ILUMA Refreshed range, come with all accessories (charging cable, adaptor) and user documentation (quick start guide, safety warnings and instructions and voluntary warranty card).

IQOS ILUMA Refreshed device is priced lower compared to new ones, at CHF 40.-. Similarly, the IQOS ILUMA ONE Refreshed device is priced lower than  new ones, at CHF 30.-.

Yes, you can register a device in the IQOS ILUMA Refreshed range. The steps you have to take are no different from registering any other IQOS device. Just follow the instructions on your profile on iqos.com.

Philip Morris, the manufacturer of the devices in the IQOS ILUMA range, has engaged with a specialised service provider who follows rigorous procedures for quality checking and sanitisation.
There are five steps to refreshing a device in the IQOS ILUMA Refreshed range before it is ready to start its Refreshed life:
1. The device undergoes rigorous functionality and quality tests and receives the latest firmware update to ensure it can perform to its potential.
2. The device is visually inspected for any defects. At this stage, experts check the LED and button status.
3. The device is thoroughly cleaned and sanitised using IQOS approved professional cleaning tools and products.
4. The battery is fully charged.
Once these steps are complete, the device in the IQOS ILUMA Refreshed range are placed packaging that clearly states its refreshed status.

A device in the IQOS ILUMA Refreshed range can be returned with the same conditions applicable to all IQOS products, they benefit from the same support services as new IQOS device.

- If you don’t like it:
A device in the IQOS ILUMA Refreshed range can be returned in its entirety (Holder and Charger), within 30 days from the date of purchase. The product has to be totally unopened, and the consumer must have the receipt if he/she wants to return it to the Boutique or send it back by the Swiss Post (Orders placed on iqos.com cannot be returned in a Boutique)
- In case the Holder and/or Pocket Charger of a device in the IQOS ILUMA Refreshed range are defective in terms of material or workmanship:
If a device in the IQOS ILUMA Refreshed range has been used in accordance with the associated user guide and which is subject to a valid limited voluntary warranty claim, it will be repaired or replaced with refreshed components. The warranty duration is the same as a new IQOS device, 24 months.
If repair is not possible, replacement will be provided with a refreshed product or respective component of equivalent functionality.
You can contact us on the IQOS Customer Service Centre phone number or via the web live chat.

The devices in the IQOS ILUMA Refreshed range come with 24 months manufacturer voluntary warranty, like new devices.
This is offered in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
The voluntary warranty for the devices in the IQOS ILUMA Refreshed range cover repair or replacement of the refreshed devices, Holder and/or Pocket Charger, which are defective in terms of material or workmanship.

The following examples explain what is not covered by the voluntary warranty:

1. Damage caused by normal wear and tear

2. Cosmetic damage (such as scratches, dents, broken plastic etc.)

3. Malfunction due to use with non-compatible products

4. Battery performance degradation.

Please refer to the voluntary warranty card for a complete list of exclusions.

As of 14 September, 2023 the devices in the IQOS ILUMA Refreshed range are eligible for our Referral program as well as for our IQOS Exchange Program.