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How Smart exchange works
Choose IQOS ILUMA device
Once you have decided which IQOS ILUMA device you are interested in, select Order with Smart exchange in the IQOS web shop.
Decide which device you want to return
In the My devices section of your user account, select your existing device that you want to exchange for a voucher.
Purchase and payment
Just follow the steps on the screen. When paying, a 15 EUR voucher will be automatically added to your shopping cart.
New device delivery & old device return
Your order will arrive within 3 to 5 business days and it will include an envelope for free return. A few days later, a delivery service will contact you to arrange a pick-up. Simply put the device you are returning in the enclosed envelope and hand it over to a delivery person.
The return of the old device is necessary to continue using this service.
New IQOS ILUMA devices available with the Smart exchange service
IQOS ILUMA devices use revolutionary, bladeless tobacco heating technology. New level simplicity.
New
New
New
Top Smart exchange questions answered
What is Smart exchange?
The Smart exchange service is part of the IQOS Services and Privileges for existing IQOS users, which allows them to return their current IQOS kit and the get a voucher in the value of EUR 15. In the IQOS web shop the voucher can be used exclusively for IQOS ILUMA products: IQOS ILUMA, IQOS ILUMA ONE and IQOS ILUMA PRIME. To see for which products voucher can be replaced at IQOS Service Points and IQOS experts, please see IQOS Services and Privileges Terms and Conditions.
Where is Smart exchange available?
A Smart exchange is available in the IQOS web shop, at IQOS Service Points and at IQOS experts.
Which IQOS device models can be returned with Smart exchange?
All IQOS and lil devices except IQOS ILUMA devices can be returned. Participation is only possible by returning a holder and a pocket charger that belong to the same IQOS kit, unless it is an IQOS or lil single-component device.
Where can I find out more about the Smart exchange service?
You can find out more information by calling IQOS customer support free number (08009153), at IQOS Service Points, and in the IQOS Services and Privileges Terms and Conditions document.
Can the Smart exchange service be used to return only one part of the IQOS kit (holder or pocket charger)?
No, it can't. For the Smart exchange to be valid, registered users should return the entire IQOS kit (holder and pocket charger), unless it is an IQOS or lil single-component device. Other parts (AC adapter, cable, original packaging, cleaner and other accessories) do not need to be returned.
Can a faulty IQOS kit or lil device be returned?
It is possible to returne a working or faulty IQOS kit, as long as it is registered on the user account and all parts of the kit are returned (both holder and pocket charger for 2-part IQOS kits).
What should you pay attention to when returning an IQOS kit or lil device?
Before you return an existing kit, check if the serial numbers on all its components are the same as the serial numbers that were provided when using the service on the IQOS web shop. Other parts (AC adapter, cable, original packaging, cleaner and other accessories) do not need to be returned.
If you arrange the Smart exchange service via IQOS customer service, an IQOS e-expert or on the IQOS web shop, your new device delivery will include an envelope for the return of the old device. A few days later, a delivery service will contact you to arrange a pick-up. Simply put the device you are returning in the enclosed envelope and hand it over to a delivery person.
How long does it take for the device to be delivered to the address?
Your new device will be delivered within 3 to 5 working days.
Can a user who bought a device in another country and/or is registered in another country's database participate in Smart exchange in Croatia?
A user who did not purchase a device in Croatia and is not registered in our database can still exercise the right to a Smart replacement under the following conditions:
1. He/she is a resident of the Republic of Croatia and has a valid address in Croatia and the number of one of the Croatian mobile networks.
2. Agrees to register in our database and link his/her IQOS device to the user profile.
How many times can a registered user participate in Smart exchange?
A registered user can use the Smart exchange service a maximum of 3 times within one calendar year.