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!
If your device is registered under your IQOS CLUB account, just use our diagnosis online tool accessible from your IQOS CLUB ACCOUNT in the section MY DEVICES. Through this tool, you can select your issue and find the best way to fix it! If the problem persists, the tool will assess whether you are eligible for a replacement device and allow you to select your preferred pick-up location.
Otherwise you can always 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.
Diagnose your device and choose the most convenient place to get your replacement.
Chat with our experts on our Facebook page or IQOS.com.
Visit any of our 45 IQOS shops with after-sales service or our IQOS boutique in Zürich.
Call us under 0800 050 000 and inform us about your device issue before 4:30 pm, your replacement* will arrive before 9 a.m. the next working day.
IQOS International assistance for help and support abroad
Our International assistance covers 43 countries and is at your disposal 24/7 for IQOS support, IQOS troubleshooting or IQOS device replacement. Simply contact us if your IQOS is not working properly, if your IQOS device is broken, if you are having a red light blinking problem, charging issues, or any other problems covered under the warranty. We can help you with troubleshooting and determine if the issue you are experiencing with your IQOS device is covered under the warranty. If your IQOS device issue is covered under a valid warranty, we will organize a replacement.
Are you abroad and need advice or help with your IQOS device?
No worries, you can contact our international assistance at any time by simply calling +800 2559 2559* (or +41 21 547 88 88 if you have connection limitations*), and inserting the indicator for your country (41 for Switzerland).
*Some fees may apply, please consult your operator for more details.
How can you benefit from the IQOS international assistance services?
All you need is an account on IQOS.com and your IQOS kit registered under your profile. If this is not yet the case, don't forget to sign up and register your IQOS device before you leave!
In which countries can you benefit from IQOS international assistance?
The IQOS troubleshooting and replacement service is available in the 43 countries where IQOS is available:
Albania, Armenia, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curaçao, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Greek Cyprus, Guatemala, Israel, Italy, Japan, Kazakhstan, Latvia, Lithuania, Malaysia, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion Island, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Switzerland, Turkish-Cyprus, Ukraine, United Arab Emirates, United Kingdom.
Terms and conditions
The services offered, the availability of IQOS equipment and components, as well as the 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 of purchase. When an exchange takes place, any spare 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 in accordance with the IQOS User Guide.
What does the IQOS warranty cover?
What does the IQOS warranty cover?
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 is excluded from the IQOS warranty
The following are excluded from the terms of this warranty:
a) Damage caused by normal wear and tear
b) Cosmetic damage (such as scratches, dents, broken plastic etc.)
c) Damage caused by misuse, power surge, improper handling, liquid contact or fire
d) Malfunction due to use with non-compatible product
e) Damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer
f) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide.
* This applies in the case of a malfunctioning of your IQOS under the condition that it is still under warranty.
** This includes a one-time replacement per calendar year and per person registered on iqos.com for any damage not covered by the IQOS commercial warranty. In the event of a replacement, only the initial warranty offered at the time of purchase is valid.