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IQOS Warranty FAQs
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    Is my IQOS ILUMA PRIME’s leather wrap covered by warranty? 

    Unfortunately, wraps are not covered by the warranty.

    What should I do if my IQOS device is not working ?

    If your IQOS device is not working, simply perform a reset. Still no luck? 
    If your device is registered on your profile on iqos.com you can try our self-diagnostic tool, which can quickly identify and fix any problem you are having with your device. To use the self-diagnostic tool please follow this link.
    If your device is not registered yet on your profile, you can try our different troubleshooting option following this link and select your device.
    You can register your device on your profile on iqos.com in order to be able to use the self-diagnostic tool as well as other services

    When is a defective IQOS device or heating element replaced? 

    If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging nor the online troubleshooting tool have fixed the problem with your IQOS device, please contact our customer support who will be happy to help you personally.

    Within the first 12 months, a defective IQOS device will generally be replaced. If you have registered your device in your IQOS account on iqos.com, a free replacement of the device due to accidental damage is also possible.

    We also offer a Takeback program and Exchange program.

    How long is IQOS warranty valid? 

    Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Switzerland, you'll get 2* years warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase. 

    *The duration of the warranty for refreshed IQOS 3 DUO devices is one year from the date of purchase. Please read the full terms of the warranty available at iqos.com under important information.

    Will my warranty for the IQOS 3 DUO expire? 

    No. The warranty applies for two years after you purchase the device. If you need to replace a certain element but it is no longer in stock, the same element in a different colour will be used. Outside of the warranty period, we are unable to replace the device and would offer you an exchange. Members of the IQOS CLUB get a great deal on exchanging the IQOS 3 DUO for the IQOS ILUMA. Please contact us at 0800 050 000 or via Live Chat on iqos.com if you need any assistance.

Is my IQOS ILUMA PRIME’s leather wrap covered by warranty? 

Unfortunately, wraps are not covered by the warranty.

What should I do if my IQOS device is not working ?

If your IQOS device is not working, simply perform a reset. Still no luck? 
If your device is registered on your profile on iqos.com you can try our self-diagnostic tool, which can quickly identify and fix any problem you are having with your device. To use the self-diagnostic tool please follow this link.
If your device is not registered yet on your profile, you can try our different troubleshooting option following this link and select your device.
You can register your device on your profile on iqos.com in order to be able to use the self-diagnostic tool as well as other services

When is a defective IQOS device or heating element replaced? 

If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging nor the online troubleshooting tool have fixed the problem with your IQOS device, please contact our customer support who will be happy to help you personally.

Within the first 12 months, a defective IQOS device will generally be replaced. If you have registered your device in your IQOS account on iqos.com, a free replacement of the device due to accidental damage is also possible.

We also offer a Takeback program and Exchange program.

How long is IQOS warranty valid? 

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Switzerland, you'll get 2* years warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase. 

*The duration of the warranty for refreshed IQOS 3 DUO devices is one year from the date of purchase. Please read the full terms of the warranty available at iqos.com under important information.

Will my warranty for the IQOS 3 DUO expire? 

No. The warranty applies for two years after you purchase the device. If you need to replace a certain element but it is no longer in stock, the same element in a different colour will be used. Outside of the warranty period, we are unable to replace the device and would offer you an exchange. Members of the IQOS CLUB get a great deal on exchanging the IQOS 3 DUO for the IQOS ILUMA. Please contact us at 0800 050 000 or via Live Chat on iqos.com if you need any assistance.