Warranty & Replacement
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 (including IQOS ILUMA Refreshed devices). 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 1 year from the date of purchase. Please read the full terms of the warranty available at iqos.com under important information.
- 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.
International assistance, for support wherever you are in the world
Covering roughly 65 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible.
Are you abroad and need help with your IQOS device?
Not to worry, our international assistance team is only a call away. Just call +800 2559 2559* (or +41 21 547 88 88 if you have connection limitations*)
*Some fees may apply, please speak to your network operator.
How do you get access to the IQOS international assistance service?
You just need to have registered to IQOS and linked your device to your account before you leave.
Where in the world are you covered by IQOS international assistance?
IQOS international assistance is available in roughly 65 countries:
Armenia, Bulgaria, Canada, Colombia, Croatia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Latvia, Lithuania, Moldova, New Zealand, Palestine, Netherlands, Poland, Portugal, Reunion Island, Dominican Republic, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Switzerland, Turkey, Ukraine, United Kingdom.
Terms and conditions
Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the warranty of your IQOS in the country where you bought in. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS User Guide.
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.
How to make a claim for an IQOS replacement
Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.
Do you want to make a claim? It's easy and quick, just contact our Customer Care service available Monday to Friday from 8 a.m. to 8 p.m. Saturday and Sunday from 9 a.m. to 6 p.m. and we will help troubleshooting any problems with your device.
If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.
Visit our IQOS Facebook page and chat with one of our experts
Monday - Friday 08:00 - 20:00
Saturday - Sunday 09:00 - 18:00
Visit any of our IQOS Shops with after-sales service or our IQOS boutiques.
Want to speak to one of our IQOS support expert?
No problem call us at 0800 050 000
Monday - Friday 08:00 - 20:00
Saturday - Sunday 09:00 - 18:00