We take privacy seriously. This notice tells you who we are, what information about you we collect, and what we do with it.

Please also read our terms of use relating to the service you are interested in. They provide more information about the way we do business, and any restrictions on eligibility that may apply.

Who are we?

We are a member of Philip Morris International. Our details (name, address, etc.) will have been given to you separately at the time of (or to confirm) the collection of information about you, for example, in a notice on an app or a website, or in an e-mail, containing a link to this notice.

• PMI: Philip Morris International, a leading international tobacco group. It is made up of a number of companies or “affiliates”.
• PMI affiliates: Each member of the Philip Morris International group of companies is a “PMI affiliate”. “We” (or “us” or “our”) refers to the PMI affiliate that first collected information about you.
• PMI product: means a product of ours or of another PMI affiliate.

How do we collect information about you?

We may collect information about you in various ways.

• You may provide us with information directly (e.g. filling in a form, or making a call to us).
• We may collect information automatically (e.g. when you use a PMI app or website).
• We may acquire information from third parties (e.g. publicly-available information on social media platforms such as Facebook and Twitter).

In this notice, we refer to all the methods by which you are in contact with us as “PMI touchpoints”. PMI touchpoints include both physical (for example, retail outlets and events), and digital (for example, apps and websites).

We may collect information that you provide directly. Typically this will happen when you:

• sign up to be a member of our databases (this could be, for example, in person, via app, or online);
• purchase PMI products or services at a retail outlet;
• download, or use, a digital touchpoint (e.g. an app or a website);
• contact us through a touchpoint, or by e-mail, social media or telephone;
• register a device with us;
• subscribe to a PMI panel portal;
• register to receive PMI press releases, e-mail alerts, or marketing communications;
• participate in PMI surveys or (where permitted by law) PMI competitions or promotions; or
• attend an event that a PMI affiliate has organised.

We may collect information about you automatically. Typically this will happen when you:

• visit an outlet that sells PMI products (e.g. by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
• attend an event that a PMI affiliate has organised (e.g. through purchases at the event or through sensors at the event that connect with mobile technology);
• communicate with us (for example, through a touchpoint; or social media platforms);
• use PMI touchpoints (e.g. through tracking mechanisms in an app or a website); or
• make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products).

We may also collect information about you automatically through the use of cookies and similar tracking technologies on digital PMI touchpoints. The specific cookies and technologies used will depend on the PMI touchpoint in question. To learn about the cookies (including Google analytics cookies) and similar technologies used on a touchpoint, including how you can accept or refuse cookies, please see the cookie notice made available on or through that touchpoint.

Where permitted by law, we may acquire information about you from third parties. This may include information shared between PMI affiliates, publicly-available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and Twitter), and marketing lists acquired from third party marketing agencies.

We may also collect information in other contexts made apparent to you at the time.

What information about you do we collect?

We may collect various types of information about you:

• information necessary to fulfil your orders
• information necessary to provide warranty services
• information you give us in forms or surveys
• information about your visits to our outlets and events
• information you give us in calls you make to call centres
• information about your preferences and interests
• information necessary to verify your age

Information that we collect from you directly will be apparent from the context in which you provide it. For example:

• if you order a product from us through a touchpoint, you provide your name, contact, billing details, and the products you have chosen so that we can fulfil your order;
• you may provide information on your product preferences and interests so that we can offer you products and services that will interest you;
• if you make an appointment to see us (or someone supporting our products or services), we may collect your name and contact details;
• we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image.

Information that we collect automatically will generally concern:

• details of your visit or call (such as time and duration);
• in a sales outlet or at an event (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;
• your use of digital PMI touchpoints (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint); and
• your device (such as your IP address or unique device identifier, location data, details of any cookies that we may have stored on your device).

Information that we collect from third parties will generally consist of publicly-available profile information (such as your preferences and interests), for example from public social media posts.

For what purposes do we use information about you, and on what legal basis?

In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not use information about you for those purposes in that country.

Subject to the above, we use information about you for the following purposes:

• To comply with regulatory obligations, such as verifying your age and status as a user of our products
• To sell our products to you, including fulfilling your orders, processing your payments
• To provide sales-related services to you, including dealing with your inquiries and requests, and providing warranty services
• To market our products (where permitted by law), including administering loyalty programs, product improvement, market research, developing marketing strategies, administering marketing campaigns, and customizing your experiences at outlets that sell PMI products and at events
• For us or our business partners to inform you of potential opportunities to get involved in marketing or promoting PMI products
• To support all the above, including administering your accounts, enabling you to use PMI touchpoints, corresponding with you, managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service), customizing your experiences of PMI touchpoints, and administration and troubleshooting
• For business analytics and improvements, including improving PMI products, outlets and events, and the information that we (or our affiliates) provide to our customers
• For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected

The legal basis for our use of information about you is one of the following (which we explain in more detail in the “find out more” section):

• compliance with a legal obligation to which we are subject;
• the performance of a contract to which you are a party;
• a legitimate business interest that is not overridden by interests you have to protect the information;
• where none of the above applies, your consent (which we will ask for before we process the information).

The purposes for which we use information about you, with corresponding methods of collection and legal basis for use, are:

Where we do not base our use of information about you on one of the above legal bases, we will ask for your consent before we process the information (these cases will be clear from the context).

In some instances, we may use information about you in ways that are not described above. Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.

Who do we share your information with, and for what purposes?

We may share information about you with:

• PMI affiliates;
• third parties who provide PMI affiliates or you with products or services;
• PMI affiliates’ carefully selected business partners and advertisers (in areas connected with our products, or consistent with their style and image) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
• other third parties, where required or permitted by law.

Sharing data with other PMI affiliates

• Information about you will be shared with Philip Morris International Management SA (based in Lausanne, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris International Management SA processes the information about you for all the purposes described in this notice.
• Information about you may be shared with the PMI affiliate that is responsible for the country in which you live (if it wasn’t the PMI affiliate that first collected the information) for all the purposes described in this notice.
• Information about you may be shared with any other PMI affiliate that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our service to you.

Details of PMI affiliates and the countries in which they are established are available at www.pmi.com.

Sharing data with Third Parties

• We may share information about you with third parties who provide PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, retailers, product coaches, information services providers and age verification providers).
• We may share information about you with PMI affiliates’ carefully-selected third party business partners and advertisers (in line with the kind of thing you might associate with our products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.
• We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organisational restructuring.

Where might information about you be sent?

As with any multinational organisation, PMI affiliates transfer information globally. Accordingly, information about you may be transferred globally (if your information is collected within the European Economic Area, this means that your information may be transferred outside it).

When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.

For example, PMI affiliates within the European Economic Area (“EEA”) may transfer personal information to PMI affiliates outside the EEA. In all cases, the transfer will be:

• on the basis of a European Commission adequacy decision;
• subject to appropriate safeguards, for example the EU Model Contracts; or
• necessary to discharge obligations under a contract between you and us (or the implementation of pre-contractual measures taken at your request) or for the conclusion or performance of a contract concluded in your interest between us and a third party, such as in relation to travel arrangements.

In all cases, appropriate security measures for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.

How do we protect information about you?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. We also require our service providers to comply with strict data privacy and security requirements.

How long will information about you be kept?

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

Typically, we retain data based on the criteria described in the table below:

What rights and options do you have?

You may have some or all of the following rights in respect of information about you that we hold:

• request us to give you access to it;
• request us to rectify it, update it, or erase it;
• request us to restrict our using it, in certain circumstances;
• object to our using it, in certain circumstances;
• withdraw your consent to our using it;
• data portability, in certain circumstances;
• opt out from our using it for direct marketing; and
• lodge a complaint with the supervisory authority in your country (if there is one).

We offer you easy ways to exercise these rights, such as “unsubscribe” links, or giving you a contact address, in messages you receive.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.

The rights you have depend on the laws of your country. If you are in the European Economic Area, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more.

Country-specific additional points

According to which country you are in, you may have some additional rights.

• If you are in France, you have the right to give us instructions regarding information we hold about you in the event of your death (specifically, whether we should store or delete it, and whether others should have the right to see it). You may:
• issue general instructions to a digital service provider registered with the French data protection supervisory authority (called “CNIL”) (these instructions apply to all use of information about you); or
• give us specific instructions that apply only to our use of information about you.

Your instructions may require us to transfer information about you to a third party (but where the information contains information about others, our obligation to respect also their privacy rights might mean that we can’t follow your instructions to the letter). You may appoint a third party to be responsible for ensuring your instructions are followed. If you do not appoint a third party in that way, you successors will (unless you specify otherwise in your instructions) be entitled to exercise your rights over information about you after your death:

• in order to administer your estate (in which case your successors will be able to access information about you to identify and obtain information that could be useful to administer your estate, including any digital goods or data that could be considered a family memory that is transferable to your successors); and
• to ensure that parties using information about you take into account your death (such as closing your account, and restricting the use of, or updating, information about you).

You may amend or revoke your instructions at any time. For further information on the processing of information about you in the event of your death, see Article 40-1 of the law 78-17 dated 6 January 1978. When you die, by default, you will stop using your account and we will delete information about you in accordance with our retention policies (see the paragraph “How long will information about you be kept?” for details).

Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, you can find contact details for the relevant PMI affiliate, and if applicable data protection officer, here. Contact details will also be given in any communications that a PMI affiliate sends you.

If your country has a data protection authority, you have a right to contact it with any questions or concerns. If the relevant PMI affiliate cannot resolve your questions or concerns, you also have the right to seek judicial remedy before a national court.

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. We will notify you of the changes where required by law to do so.

Last modified 27 March 2018.

Updated: July 11, 2022

In general

Welcome to www.iqos.com ("Page"), a website owned or operated on behalf of PHILIP MORRIS ZAGREB, d.o.o. (hereinafter: "PM"). PM is a company registered in the Republic of Croatia, with its registered office in Zagreb, at Heinzelova ulica 70, 10 000 Zagreb, entered in the court register of the Commercial Court in Zagreb, MBS: 080174638, OIB: 88062025421, with a share capital of EUR 40.490,00, paid in full.

When logging in to the Page, you are required to read and agree to the terms and conditions set out below, which contain important information regarding your use of the Page (the "Terms of Use"). It is therefore recommended that you read these Terms of Use in their entirety, as they are fully binding on you. These Terms of Use apply to your use of the Page (in the form of a website or mobile application), regardless of the device with which you accessed and used the Page (eg desktop, tablet or smartphone).

This Page is intended exclusively for adult users of tobacco and nicotine products, who would otherwise continue to smoke or use other nicotine products, who are 18 years of age or older and who reside in the Republic of Croatia. This page contains information about products imported or placed on the market by PM ('PM Products'), which includes tobacco heating devices.

In order to access the Site, the visitor must confirm that he is an adult user of tobacco and / or nicotine products, that he is 18 years of age or older, that he resides in the Republic of Croatia and must accept these Terms of Use. If the user does not agree with the Terms of Use of the Page, he may not use the Page.

The Terms of Use of the Page are available on the Page. By visiting, continuing to use or registering on the Page is considered acceptance of the Terms of Use by the visitor. Changes to these Terms of Use will be posted on the Page and any further use of the Page after changes of the Terms of Use will be deemed acceptance of these changes by visitor.

Using tobacco products harms your health and causes addiction. More information is available at: https://www.pmi.com/our-business/about-us/our-views/health-effects-of-smoking-tobacco

Ownership and Modifications of the Page

The website www.iqos.com is a Page owned or operated on behalf of PHILIP MORRIS ZAGREB, d.o.o. (“PM”). PM is a company registered in the Republic of Croatia, with its registered office in Zagreb, at the address Heinzelova ulica 70, 10 000 Zagreb, registered in the court register of the Commercial Court in Zagreb, MBS 080174638, OIB: 88062025421, with share capital of EUR 40.490,00, paid in full.

The Page contains logos and other trademarks and official marks owned or licensed by PM. The Page may also contain trademarks or official third party tags. All trademarks are the property of their respective owners, and each visitor by using this Page agrees or undertakes not to use or display them in any way without the prior written consent of the applicable trademark owner. The content of the Page is protected by all relevant regulations relating to the protection of intellectual property in the Republic of Croatia and other countries.

The visitor acknowledges and expressly confirms that it does not have, nor will ever acquire, any right to any trademarks, marks, designs, or other rights used for, or found on, the products imported or placed on the market by PM and by its affiliates.

PM reserves the right to change, adjust, shorten, add and / or delete the Page or its contents, at any time, without leaving previous versions of the Page available.

Access, password

The Page is intended exclusively for adult users of tobacco and / or nicotine products, who would otherwise continue to smoke or use other nicotine products, who are 18 years of age or older and who reside in the Republic of Croatia. To access the Page, each visitor must first confirm their age, the fact that they are an adult user of tobacco and / or nicotine products and that they reside in the Republic of Croatia. To access all the information on the Page, the visitor must register by providing the necessary personal data and establishing a user password that will be reserved exclusively for that visitor / user. When registering, the visitor must also confirm that he has read the applicable Privacy Policy (PMI Consumer Privacy Notice / Cookie Notice). In the text, the term "user" means a visitor who has successfully completed the registration process.

The user password is strictly confidential and the user must not share it with anyone else. The purpose of this measure is to prevent unauthorized use of the Page by third parties, especially those who do not meet the conditions and are not authorized to use the Page.

All users must immediately notify PM when they have reason to believe (i) that someone is aware of his / her user password or (ii) that there is a risk of his / her user password being used in an unauthorized manner. Each user is responsible for any subsequent use of his / her user password. Any liability of PM for damages resulting from the use of the user's user password in an unauthorized manner is excluded.

You may not use someone else's user password or user account. You may not attempt to gain unauthorized access to the Page. If you try to do so, or help others do the same, or share instructions, programs, or tools for that purpose, we will exclude your account. We may also suspend or delete your account if anyone other than you uses it.

Use of the Page

The Page and all its content are provided exclusively for non-commercial and informative use, does not constitute a product recommendation and is not intended to encourage the purchase of products. The Page is not operated for advertising, promotion or marketing purposes. Use of the Page or its content, in particular reproduction, presentation, sharing, communication, circulation, distribution, exchange or licensing, sale or any other use of the Page and / or its content, texts, parts of text, images or animated images, sound data, software, as well as any other data or information, is expressly prohibited without the prior written consent of PM.

You may not use the Page for any other purpose without our prior written consent. For example, you may not (nor may you allow third parties to do so) (i) jointly brand this Page; (ii) display this Page within a box on another page; or (iii) link to this Page, without our prior written consent. In the context of these Terms of Use, "joint branding" means displaying the name, logo, trademark or other recognition or identifying marks of any party in a manner for which there is a reasonable opinion that the user may feel that the party has the right to display, publish or distribute this Page or its content or which could lead the user to the wrong conclusion about the nature of the relationship between us and another party.

The existence of this Page and your use of the Page must not be used in any way to give the impression of a link, partnership, joint venture, relationship between the principal and his agent or employer and employee between us and you.

There is a possibility that the Page contains certain information that is not necessarily updated and is provided only as a notice. We reserve the right to change the content of the Page at any time, but we are under no obligation to update any information on this Page. By using the Site, you agree that it is your responsibility to monitor changes of the Page.

We reserve the right to interrupt the regular operation of the Page or part of the Page for the purpose of regular or extraordinary maintenance, correction of errors or to make other changes.

Web shop on the Page and its use

On the Page you will be able to use the online shop service related to the sale of products at a distance, which refers to certain products that are imported or placed on the market by PM and which are available on the market of the Republic of Croatia for sale.

The online shop is intended exclusively for registered users, who have been determined to be over 18 years of age.

In case the registered user (customer) did not pass the age verification before buying the product, ie it is not unequivocally determined that he is older than 18, by purchasing the product through the online shop the customer agrees to be contacted by a company hired by PM for digital verification. via video call). The customer will be contacted after the order and before the delivery of the product. The trader will ask the customer/buyer, who he considers to be under 18 years of age, to prove his age with an appropriate document. If the customer does not prove that he is of legal age, the trader will refuse to sell the requested product, ie the product will not be delivered to the customer after the purchase and the sales contract between the customer and the trader will be terminated.

The organization, management and sale of products at a distance, as well as their entire distribution through the online shop on the Page is performed by ORBICO d.o.o. za trgovinu, a company registered in the Republic of Croatia, with its registered office in Zagreb, at the address Koturaška Cesta 69, 10 000 Zagreb, entered in the court register of the Commercial Court in Zagreb, MBS 080234144, OIB: 85611744662. ORBICO d.o.o. for trade is considered a seller or trader in relation to the enabled service of selling products in the online shop located on the Page. The contact details of the trader are as follows: ORBICO d.o.o. za trgovinu, Koturaška Cesta 69, 10 000 Zagreb, no. phone: +385 1 3444 800, e-mail: [email protected].

All relevant information on the sale of products through the online shop, please read the Terms of Sale (hereinafter: Terms of Sale), published by the trader on the Page. The Terms of Sale regulate mutual obligations and rights to purchase or the sale of products between the customer and the seller / trader. The seller / trader sells and delivers the products only in accordance with the published Terms of Sale.

The Terms of Sale apply to all relations between the seller / trader, who is also the supplier of the products, and the customers, arising from the concluded sales contracts.

Read the Terms of Sale highlighted on the Page because it is considered that you have accepted them by ordering or purchasing the product.

The display of products in the online shop is not a legally binding offer but only a non-binding online catalog.

The customer/buyer is responsible for the selection of products and the correct execution of the order through the online shop. It is explicitly pointed out that the data on the Page and in the online shop do not constitute a proposal for concluding a contract with a potential buyer. The online shop provides information about products and their availability and prices, and based on this information, the customer can order the product on their own initiative and discretion.

The trader nor PM are not responsible in the event that the customer does not receive or receive insufficient information regarding the order due to an error or inaccuracy in the contact information provided by the customer.

The trader nor PM are not responsible if the customer has not received the order or it is not possible to contact him due to insufficient / incorrect information provided by the customer during the order.

Delivery of purchased products will be made exclusively to the customer, and the customer will have to prove their identity at the time of delivery. The trader will (via courier) refuse to deliver the purchased products in case it is not confirmed that the purchased products are taken over by the customer or that the customer is not a person older than 18 years. In this case, the trader or courier will refuse to deliver the order, and the sales contract is automatically terminated.

In all cases of automatic termination of the online sales contract, the products are returned to the trader. In case the customer has paid the price for the product, the trader returns the amount paid to the trader within 14 days of receiving the returned products by the courier service, using the same means of payment (payment method) used by the customer for the initial transaction, unless the customer agrees in a different way of payment.

The trader is not liable in the event that the customer is charged bank fees or commissions from the bank / financial institution that serves him, due to the above-mentioned inability to deliver the product due to the fault of the customer. The trader is not responsible for fees and additional shipping costs charged by the courier to the customer due to inability to deliver the order to the customer and return to the trader (eg responsible storage fee by courier if the product is not received on the delivery date or other fees if applicable).

PM and the tracer make every reasonable effort to provide the necessary and satisfactory customer support for product-related customers. In case of any questions related to the products after the sale, the customer can contact the Customer Support Center at 0800 9153 or by e-mail at [email protected].

Use of tobacco and nicotine products

PM products are designed only for adult users of tobacco and nicotine products, who would otherwise continue to smoke or use other nicotine products. PM products contain nicotine, an addictive substance. Nicotine-containing products should not be used by pregnant or breastfeeding women, or by persons in poor health. PM products are not allowed to buy or use persons (i) under the age of 18 or, (ii) if the age limit set by local law for the purchase of tobacco products is over the age of 18, persons who have not exceeded the age limit set by law. Although we apply high standards in the production of PM products, you confirm that you use PM products at your own risk.

PM PRODUCTS ARE NOT RISK-FREE AND THE PERMANENT DISCONTINUATION OF TOBACCO PRODUCTS IS THE BEST WAY TO REDUCE THE HEALTH RISKS RELATED TO TOBACCO USE.

IF YOU DO NOT AGREE TO THESE TERMS OF USE, YOU MAY NOT USE THIS PAGE.

Linkage

The Page may include links to third party websites. These links are provided so that you can use them only if you wish. As we have no control over these pages and do not review their content, please note that:

- we do not endorse them, are not responsible for them and do not make promises related to them: we are not particularly responsible for the conditions under which these sites are made available, nor for their privacy practices, their availability, their content, advertisements, products or others materials, services or information available on or from them and

- If you access one of these sites, you do so at your own risk.

You may not use links or in-depth links to link this Page to any other website, or to embed portions of the content of other websites on this Page.

Privacy and Cookies

In order to create an account on the Page, you must share with us certain personal data required for registration. The protection of personal data is a priority of PM. We apply all appropriate technical and organizational measures for the protection of personal data to prevent unauthorized disclosure, access, use, alteration or destruction of personal data. Before logging in to the Page, in addition to the Terms of Use, please read our Consumer Privacy Notice as well as the Cookie Notice. The PMI Consumer Privacy Notice explains and lets you know more about what personal data we collect about you, how we use it, who we share it with, how we protect it, what your rights are, and how you can use it. You have the right at any time to request access, correction, deletion of data, restriction of processing or objections to the processing of data and exercise the right to portability of data contained in the PM database, by e-mail to [email protected] or mail to the address PHILIP MORRIS ZAGREB d.o.o., Heinzelova 70, 10000 Zagreb. You also have the right to complain to the competent authority, the Personal Data Protection Agency. You can request all further necessary information regarding the protection of personal data directly from the PM that disposes of them, via the above addresses, which we will satisfy as soon as possible. We process your personal data in accordance with the relevant legal regulations.

Our Privacy Policy (“PMI Consumer Privacy Notice”) covers the measures and procedures we apply to the processing, collection, use, transfer and other processing of your personal data that we have received or collected from you within the Page (including our policy about use of cookies).

This Page also uses cookies and similar technologies to automatically collect certain information about visitors and provide you with the best user experience. To learn more about such technologies (including Google Analytics cookies), the types of cookies we use, how we use them, the way cookies work, how you can accept or reject them, please read our Cookie Notice.

PM reserves the right to amend the PMI Consumer Privacy Notice as well as the Cookie Notice at any time.

Disclaimer

Although we strive to provide you with an informative Page that you will be happy to use, the Page is made available for use in its current state, unless expressly provided otherwise in the Terms of Use. This means that, in relation to the Page, we do not bear any responsibility towards you (in accordance with the "Limitation of Liability" section below). It is your responsibility, not ours, to ensure that the Page corresponds to your intended use.

With this in mind, we disclaim any responsibility for the suitability or adequacy of the Page to meet your needs and exclude all express or implied promises, including but not limited to:

- that access to the Page will be uninterrupted and error-free;

- that the Page or the computer server on which it is located has been cleaned of viruses or other harmful components; and

- responsibility for the correctness, content, timeliness, completeness, reliability, quality or suitability of any content published on the Page or made available through or in connection with the Page.

Please note that there are certain implied promises (which in legal terms are often called "guarantees") that we must not exclude by law.

You download the content from the Page at your own discretion and at your own risk. You are responsible for any damage caused to your computer (or any other device), or for loss of data due to downloading the disputed content and using of the Page. Furthermore, you assume all potential costs of any servicing, repairs or troubleshooting.

Also, we do not guarantee that the Page and its content are free of errors or omissions and do not give any express or implied warranties, conditions, promises or guarantees that the content of the Page is accurate, complete or up to date.

Any use of the Page is solely at the risk of the visitor or the user.

Limitation of Liability

Nothing in these Terms of Use excludes or limits our liability for malicious conduct or gross negligence, or any other type of liability that may not be excluded or limited by law.

We shall not be liable to you for any loss or damage resulting from a computer virus, denial of service attack (DDoS) or other harmful technology that may infect your computer equipment, software, data or other private property resulting from your use of the Page (including access to the content in question on or through the Page) or any other related site.

You are aware of and acknowledge that neither we nor our representatives, affiliates or third parties providing certain content will be held liable for any direct, indirect, incidental, special, consequential or punitive / misdemeanor damages or indemnity, or any damages related to or resulting from your use or inability to use the Page or any actions we take or fail to take after communicating with you. This includes damages for errors, omissions, irregularities, interruptions, deficiencies, delays, loss of profits, loss of data, unauthorized access to or alteration of your publications and data, and all other tangible and intangible losses.

You are also aware of and acknowledge that the operation of the Page depends on the proper and efficient functioning of the Internet, or equipment and services provided by third parties (including your device and Internet browser) and we make no warranties in this regard nor can we be held responsible.

Please note that the Page is for informational purposes only. We will not be liable for any special, indirect, punitive or consequential losses or damages, or for any loss of data, profits, receipts, business opportunities or reputation.

If you cause technical difficulties on the Page or the systems by which the Page is displayed to you or others, you assume all responsibility for any losses, obligations, costs, damages and compensations, including legal fees and costs of court proceedings, arising out of or in connection with difficulties you provoked.

Compensation

Any visitor or user who causes technical damage to the Page or the system transmitting the Page shall be liable for all damages, including reasonable legal costs and legal costs arising from or resulting from the damage.

Changes to the Terms of Use

PM reserves the right, in its sole discretion, to amend, add or remove these Terms of Use in whole or in part at any time. Changes to the Terms of Use will take effect when such changes are posted on the Page. Further use of the Page by any visitor or User following changes to these Terms of Use will be deemed acceptance of those changes.

Jurisdiction and applicable law

The laws of the Republic of Croatia apply to these Terms of Use and to any use of the Page. The courts of the Republic of Croatia have exclusive jurisdiction over all disputes arising in connection with this Page or its Terms of Use.

Other important rights we have under these Terms of Use

We may transfer our rights and obligations under these Terms of Use to another organization, but this will not affect your rights under these Terms.

Failure to insist that you fulfill any of our obligations under these Terms of Use or if we do not exercise our rights vis-à-vis you or if we do so with delay does not mean that we have waived our right to act against you for violating the Terms of Use or that you do not have to comply your obligations under the Terms of Use. If we choose to waive our right to act against you for failure to meet or violate these Terms of Use, we will only do so in writing.

Each paragraph of these Terms applies separately. This means that if a court or other competent authority decides that one of the items is illegal, inadmissible or unenforceable, the remaining paragraphs remain fully valid and produce legal effects.

These Terms of Use are designed to give rights only to you and us.

Contact

For all questions about the Terms of Use, please contact us at the toll-free customer Call center number 0800 9153, send an e-mail to [email protected] or write to us at PHILIP MORRIS ZAGREB, d.o.o., Heinzelova 70, 10 000 Zagreb.

Date of publishing: 11 July 2022

Updated: 1 October 2024

General

This document (including documents stated in these Terms and Conditions of Sales) specifies the general terms that govern the sales of products in the online shop (IQOS web shop). Before using the online shop, please read these Terms and Conditions of Sales and the Terms and Conditions of Use of the website https://hr.iqos.com, given that you are subject to these terms when you use this page or the online shop and make orders. If you do not agree with them, do not use the website or the online shop.

The terms may change at any time. You are responsible for reading them regularly given that the terms and conditions effective at the time of use of the website https://hr.iqos.com and the online trade or ordering a product always apply.

If you have additional questions or doubts related to the Terms and Conditions of Use and the Terms of Sales, you can send them to the email [email protected].

Using tobacco products damages your health and is addictive. More information is available at: https://www.pmi.com/our-business/about-us/our-views/health-effects-of-smoking-tobacco.

Products that are sold in the IQOS web shop are designed only for adult users of tobacco and nicotine products, who would otherwise continue to smoke or use other nicotine products. Tobacco and nicotine products must not be used by pregnant women or nursing women or persons of poor health. Although highs standards are applied in the production of products, you recognise that you use the said products at your own risk. Smoke-free products imported or marketed by PHILIP MORRIS ZAGREB D.O.O. (PM products) are not an alternative to quitting the use of cigarettes and nicotine products and are not designed as cessation aids while quitting the use of cigarettes and nicotine products.

PM products are not risk free and contain nicotine, which is addictive. For adult use only.

The best way to reduce the health risks associated with tobacco use is to permanently stop using it.

Basic information on the seller/trader

Name: ORBICO d.o.o. za trgovinu

Short name: ORBICO d.o.o.

Registered office: Koturaška Cesta 69, 10000 Zagreb

Office address: Kreše Golika 1, 10090 Zagreb

Commercial bank and giro-account number: Raiffeisenbank Austria d.d., Zagreb, IBAN: HR5524840081100147460

OIB: 85611744662

MBO: 080234144

Management board members: Jurij Tršan, Romina Orešković Cvetanović, Vesna Rendulić, Tatjana Čadež, as Directors

Phone number: +385 1 3444 800

Email: [email protected]

Share capital of the company: EUR 23,454,530.00

Registered in the court register of the Commercial Court in Zagreb under the Registration no. Tt-98/2672-2

The consumer, in the capacity of a buyer, enters into a purchase and sale agreement with ORBICO d.o.o. za trgovinu, Koturaška Cesta 69, Zagreb in the capacity of seller (hereinafter referred to as the “seller”).

Use of online shop

The consumer, in the capacity of a buyer, can be only an adult user of nicotine or tobacco products registered in the user base of PHILIP MORRIS ZAGREB d.o.o. (hereinafter referred to as the “consumer”).

In case a consumer has not been subjected to the check of their legal age by the seller or by contracted partners before the registration of the consumer in the user base, or the user’s legal age has not been undoubtedly determined before the registration procedure, the consumer shall be contacted by the contracted partners after ordering products and before the delivery of the purchased products, only for the purpose of verifying their age and confirming their legal age. Without their confirmation of adulthood by the seller or the contracted partners, there is no possibility for one to purchase products in the online shop.

To access the online shop, the consumer must be registered and logged in with their username (email) and password.

Users that are not registered are not enabled access to the online shop.

When using the online shop or ordering and buying of products, you are considered to have written these Terms of Sales and agree with them.

By using the online shop or ordering and buying products, you acknowledge that you are an adult user of nicotine or tobacco products, registered in the user base, and that you agree with your identity and legal age verification procedure after ordering a product and before its delivery by the contracted partners, and that you are legally entitled to enter into binding agreements. Notifications on the identity and legal age verification procedure are visible in registration forms and transaction pages within the website https://hr.iqos.com.

If the identity and legal age verification procedure does not determine the equivalence of your personal data in the user base and the order, the order shall be suspended and refund of the paid funds will be enabled.

Purchase is not possible for legal entities.

A consumer is a person that uses the website https://hr.iqos.com and the online shop (IQOS web shop) located on the website as a buyer and/or visitor of the website.

Entering into agreement on purchase and sale through the website https://hr.iqos.com is regulated in line with the applicable regulations, especially taking into account principles and provisions of the European Union directives and regulations. Entering into agreement through the website https://hr.iqos.com represents a conclusion of a distance contract.

Contents of the website https://hr.iqos.com are available in Croatian and English. The official language for entering into a purchase and sale agreement is Croatian.

The seller does not assume responsibility for any problems in the functioning of the website on which the online shop is located. The seller cannot guarantee that the use of the online shop will not be interrupted or that it will be flawless. The consumer agrees that the access to the online shop can be disconnected or temporarily unavailable at times.

Consumers use the online shop at their own risk. The seller shall not be liable whatsoever for any damage the consumer may suffer by using the online shop.

The seller reserves the right to amend the Terms of Sales at any time. The amendments shall enter into force on the date they are published at the website https://hr.iqos.com.

One’s continuation to use the online shop and any part of its contents will be considered to be consent with the amended Terms of Sales. The seller advises periodical checks of the Terms of Sales for one’s becoming aware of any amendments. The seller shall keep the right to change, complement or revoke any part of its operation at any moment, without prior notice.

The concerned right includes but is not limited to change of the time of availability of contents, availability of new data, method of transfer, and rights to access or use of the online shop. The consumer has a duty and liability to use the online shop in line with the positive regulations and general moral and ethical principles.

Main features of the products

The consumer gets familiar with the main features of the products on the website https://hr.iqos.com, in the part of the IQOS web shop.

The seller reserves the right to change information, including prices of the products and their availability, in the online shop (IQOS web shop) without prior notice.

The picture of a product is accompanied with a description of its main features, information on its availability and its retail price inclusive of VAT. Prices and terms of payment are valid exclusively at the time of ordering and/or payment.

Procedure of entering into agreement

Sales are made on the web pages of https://hr.iqos.com, at the IQOS web shop. When ordering/buying, the consumer is obliged to enter all the data requested from them for the purchase and delivery of the product, according to which ordering with the payment obligation will be made.

The purchase can be made with confirmation of the buyer that they have read and understood the Terms and Conditions of Use and the Terms of Sales and have agreed with them, and are aware that an order involves a payment liability.

Purchase is possible 24 hours a day, 7 days in a week.

Sale is allowed and enabled only to adult users of nicotine or tobacco products, registered in the user base.

The constituent part of sales is verification of the identity and legal age of consumer/buyer that is implemented by the contracted partners after an order has been placed, and before the delivery of a product, if it is about a consumer whose legal age was not previously confirmed by the seller or the contracted partners, before registration in the user base. Verification of the identity and the legal age of a consumer/buyer is implemented using a video call by the contracted partner after an order has been placed, before the delivery of the product. If the identity and legal age verification procedure by a video call does not determine the equivalence of the consumer/user’s personal data in the user base and the order, i.e. does not confirm the legal age, the order shall be suspended and refund of the paid funds will be enabled if the order has been previously paid.

Within one purchase (transaction), it is possible to buy up to 5 (five) IQOS tobacco heating devices and 5 (five) lil SOLID tobacco heating devices.

Sales and delivery of the product in the online shop is enabled only in the territory of the Republic of Croatia and to registered users who are staying in the Republic of Croatia.

In case ORBICO d.o.o. as the seller is not able to deliver some of the ordered products for any reason or in case of any other inquiry that can occur due to a specific order, a customer support employee shall contact the buyer by phone or via the email in order to make arrangement of the delivery of a replacement product or any cancellation of the ordered product, or termination of the agreement.

Sales are performed by the order of available products in the IQOS web shop, which the consumer selected based on the main features of products enlisted on the website, especially in the online shop. Photographs are only of illustrative nature and need not always and in all details match the available products. By putting a product in the basket, the product is not reserved or ordered or bought. The buyer can continue to add products to the basket, to review the basket or complete the product selection process.

When the buyer completes the product selection process and enters a relevant code/number if they have a value card, they shall be redirected to the page where they enter the required personal data (especially the address) and select the manner of delivery. Afterwards, they are allowed to make the final check and select the method of payment with confirmation that they agree with the Terms and Conditions of Use and the Terms of Sales, and agree to be contacted at the registered phone number after the order is completed, for verification of their legal age, in case it was not verified previously. After the option “order with a payment liability” is selected, view of the order is enabled, with all other relevant information on the ordered products, the total costs, delivery, payment, date of order, number of order and instruction that the user shall receive email with the confirmation of the order.

Having completed the order, the buyer shall receive confirmation of the order on their email, the information of which was provided by the buyer during the registration. The confirmation of the order must give the buyer an insight into the order, including the number for tracking the order or the shipment. After the above, the buyer shall receive another email with details of the order, confirmation that the order is ready for dispatch, and an option for tracking the order, or the shipment.

The purchase cannot be continued without checking the acceptance of the Terms and Conditions of Use and Terms of Sales, by which the buyer acknowledges that they have read and understood these Terms of Sales, and the Terms and Conditions of Use of the website https://hr.iqos.com and agree therewith, and agree to be contacted at the registered phone number after the order is placed, for verification of their legal age in case it was not verified previously.

The seller shall send an invoice to the buyer with the ordered product.

If the buyer does not receive the ordered products they have paid for in the agreed term, they are obliged to notify the seller thereof by email at [email protected].

If the buyer has not received confirmation of the order through the registered email, they are obliged to contact the seller by email at [email protected] or by phone at 0800 91 53.

The seller shall not be liable for costs of use of the computer equipment and telecommunication services required for accessing the service.

In case the seller is not able to deliver some of the ordered products for any reason, the customer support shall contact the buyer by phone or by email in order to make arrangements for the delivery of a replacement product or any cancellation of the ordered product, or termination of the agreement.

In case of problems or doubts while ordering, the buyer may contact the customer support by email at [email protected] or by phone 0800 91 53.

a) Order through contracted partners on behalf of the buyer

Ordering of products is also available through the abovementioned customer support during a phone call and with the previously expressed wish and consent of the user registered in the user base. During the phone call, the customer support employee creates an order electronically on behalf of the user/consumer by selecting a product according to the selection and instruction of the customer. Before selecting the use of this function, the consumer acknowledges that they are aware of the Terms and Conditions of Use of the website https://hr.iqos.com, and especially of the Terms of Sales. The consumer shall be informed about the main features of the product and the quoted price, and about all other relevant information before ordering a product.

In case the buyer uses this possibility when ordering a product, the only possible method of payment is payment in cash upon delivery.

Price of products and method of payment

The retail price includes all taxes and dues and is requested as a final price in the currency of the Republic of Croatia for an individual product. The price can be expressed in other currencies as well, however the authoritative price for the consumer is that given in the official currency of the Republic of Croatia.

Retail prices do not include costs of delivery that are added to the total price.

The applicable retail price is a price displayed in the online shop next to the product, except in case of obvious error in the price which can be reasonably and undoubtedly understood as incorrect. In such a case, we shall notify you of the error and allow you to confirm the order at the correct price or cancel the order without any expenses for you.

The seller reserves the right to change information, including prices of the products and their availability, in the online shop (IQOS web shop) without prior notice.

The consumer is enabled to pay for the ordered products through one of the following payments methods:

• A credit or debit card – payment directly online, using the service for payment with cards: Visa, MasterCard, Diners, and Maestro
• Cash upon delivery
• A value card

If you have selected payment with a credit card, on the safe page Adyen N.V. select the type of the credit card by which you want to make payment (Visa, Mastercard, or Diners) and enter the information on the holder of the card and other required data.

If you want to pay in cash to the delivery person – select the option Payment in cash upon delivery.

If you pay with a value card, you may use it only within one transaction.

The value card may be used for payment purposes at the web shop (IQOS web shop) only 30 minutes after the receipt of the value card.

If it is determined that the code of the value card has already been used at another selling point, and if the IQOSREG code was used without authorisation while ordering and the order has been performed, the seller reserves the right to cancel the order and make a refund of the paid money.

If you pay by value card, and the total value of the order is less than the nominal amount of the value card, the remaining amount on the value card may not be used for paying at the IQOS web shop. The remaining amount may be used solely at the retail locations of ORBICO d.o.o. specified on the value card. 

The value card may be used solely for the purchase of products at the IQOS web shop and it does not cover any other expenses pertaining to the order of products, especially not the delivery costs.

After the payment is received, the buyer shall be sent the product ordered. The ordered products are delivered to the buyer in line with the conditions for delivery of products.

 Special features of the IQOSREG value card 

The consumers who successfully register in the user base of PHILIP MORRIS ZAGREB d.o.o. via https://hr.iqos.com (registration is done at the website https://hr.iqos.com/hr/loginv2, by selecting the option “Registration”) by 1 October, 2024, upon the completion of registration shall have the opportunity as newly registered users to use the value card solely for making orders at the IQOS web shop (“IQOSREG value card”). The consumers who completed the registration procedure in the user base of PHILIP MORRIS ZAGREB d.o.o. prior to the specified date or who registered their IQOS or lil device for heating tobacco sticks on their user profile prior to their first order at the IQOS web shop shall not have the opportunity to use the IQOSREG value card while purchasing at the IQOS web shop. The newly registered users are entitled to the right to receive an IQOSREG value card, but if they do not use it for their first order at the IQOS web shop, they may not use it for their subsequent orders. 

IQOSREG value card is used by entering the “IQOSREG” code in the field intended for entry of value card code in the shopping basket in order to make an order. By using the IQOSREG value card, the entire amount of the order is reduced by the value of the value card. The value of IQOSREG value card has been published at the website https://hr.iqos.com and is subject to changes without prior announcements. 

The IQOSREG value card may not be combined with other value cards. The IQOSREG value card may be used solely for the purchase of products at the IQOS web shop and it does not cover any other expenses pertaining to the order of products, especially not the delivery costs. The IQOSREG value card is intended to be for single use by consumers who are entitled to the right to receive the value card under these Terms of Sales. If the total value of the order is less than the nominal amount of the IQOSREG value card, the remaining amount cannot be used at a later date. 

Delivery

The delivery is possible only to an address within the Republic of Croatia.

The product shall be delivered within 3 to 5 working days (Saturday, Sunday, and non-working days are excluded), unless the buyer has been notified otherwise, in case of justified impossibility for delivery of a product in the specified term.

The delivery of products is made through OVERSEAS TRADE Co LTD d.o.o., OIB: 19407280555, Zastavnice 38a, 10251 Hrvatski Leskovac.

Delivery is free for purchases over € 19. If the order is under € 19, the cost of delivery is borne by the customer. 

In exceptional cases, the Merchant reserves the right to adjust the provisions pertaining to the amount of delivery fee, of which the customer shall be informed when ordering the products.

If the seller is not in possibility to deliver the ordered product for a justified and objective reason which the seller was not aware of at the time of the order for the product, they shall notify the buyer thereof. The buyer may withdraw from the order without any charge or wait for the product to be available again.

If the buyer does not take over the delivered product or refuses to take over the product without a valid reason, the seller reserves the right to request compensation of manipulation costs, transportation costs and any other possible costs. The delivery will be attempted for several times.

The delivery shall be done only to the consumer who is registered in the user base of PHILIP MORRIS ZAGREB d.o.o., who ordered and purchased the product.

The delivery person shall verify the official ID document of the person to whom they deliver the purchased product in order to determine whether such person is the person identified as an adult buyer of the product.

Verification of the identity of the recipient shall be made by inspection of the adequate personal document with a photograph (driving licence, ID card, passport etc.), and signature of the recipient of the verifying document.

With their consent to the Terms and Conditions of Use and Terms of Sales and order of the product, the buyer accepts to have their identity verified by the delivery service during the delivery of the purchased product, for the purpose of verifying who receives the ordered product.

The product shall be delivered only to the buyer whose legal age has been undoubtedly confirmed, for which purpose the buyer is obliged to prove their identity at delivery. In case the buyer refuses to prove their identity to the delivery person, the product shall not be delivered, the order shall be cancelled, and the agreement terminated. All the costs incurred due to the buyer’s fault shall be borne by the buyer only.

If the identity of the buyer cannot be checked at the delivery, the delivery person shall not make the delivery of the product or deliver the product to anybody else.

If the buyer refuses to prove their identity in order to confirm the takeover of the delivery by an adult buyer who ordered the product, it shall be considered that they rejected the delivery of the product and the seller shall be entitled to request compensation of costs of the performed actions for delivery (order processing, storage manipulation, costs of delivery and refund).

Refund of the paid funds shall be made to the buyer using the same method the buyer used for payment, unless the buyer agrees explicitly to another means of payment, and upon presumption that the consumer shall not be obliged to pay any additional costs for such refund.

Liability for material deficiencies and commercial guarantee

The seller shall be liable for material deficiencies on a product that existed at the time the risk was transferred onto the buyer, regardless of whether the buyer was aware of that or not, and for material deficiencies that have occurred after the transfer of risk onto the buyer if they are a consequence of reasons existing before that.

It is assumed that the deficiency occurring during one year since the transfer of risk onto the buyer existed at the time of the risk transfer, unless the seller proves the contrary or the contrary arises from the nature of the thing or the nature of the deficiency. The Obligations Act stipulates in detail the cases in which there are material deficiencies of products.

To be able to eliminate possible deficiencies on purchased products, consumers are obliged to inform the seller on the existence of the deficiency within two months from the date the deficiency was detected, or not later than within two years from the transfer of risk onto the consumer.

If existence of material deficiency is determined, the buyer has the right, if they have timely and duly notified the seller, to:

1. Require the seller to remove the deficiencies
2. Require the seller to hand over another product without deficiencies,
3. Request proportional reduction of price,
4. State that they are terminating the agreement

In any of these cases, the buyer has the right to compensation of damage according to the general rules on liability for damages, including damage the buyer has suffered on other goods due to the deficiency of the product.

When exercising their right to removal of a deficiency, the buyer shall have the right to a choice between repair and replacement of the product, unless the selected manner of removal of the deficiency would be impossible or if such a manner, compared to another manner of removal of the deficiency, would cause disproportionate costs to the seller taking into consideration all the circumstances, and especially the value of the product without deficiency, the importance of the deficiency, and the question whether the repair or replacement may be carried out without causing significant inconveniences for the buyer. The buyer shall be entitled to a reduction of the price or termination of the agreement only if the seller has not removed the deficiency or has refused to do so or has not removed the deficiency in line with the Obligations Act, if the deficiency exists despite an attempt of the seller to remove it, or if the seller has stated that they will not remove the deficiency, or it derives obviously from the circumstances that they will not remove the deficiency in a reasonable term or without significant inconveniences for the buyer, and if the deficiency is so serious that it justifies an instant reduction of price or termination of the agreement. If the deficiency is insignificant, the buyer shall not be entitled to terminating the agreement, though they have other rights from the liability for the material deficiencies, including the right to repair of damage. The burden of proof that a deficiency is insignificant shall be on the seller.

Costs of removal of the deficiency and handover of another product without deficiencies shall be borne by the seller.

The repair or replacement of a product with a deficiency shall be carried out free of charge, in reasonable term from the point the buyer notified the seller about the deficiency and without significant inconveniences for the buyer, taking into account the nature of the thing and the purpose for which that thing was necessary to the buyer. The seller shall bear the costs of takeover of the product.

The rights based on the material deficiency on a product are regulated in detail in the Obligations Act.

You can send notification on material deficiency electronically by email at [email protected] or report material deficiency by phone at 0800 9153.

Besides legal liability related to the liability for material deficiencies on the thing, the seller grants the rights from the commercial guarantee for devices for tobacco heating in the duration of 12 months from the date of delivery of a product to the buyer. Provisions of this guarantee are valid only in the country where the product is bought.

A guarantee sheet entitled “Voluntary guarantee”, enlists the cases in which any components on which there is a deficiency shall be repaired or replaced given the material or making when the device is used in line with the applicable instructions for use, and in relation to which a valid guarantee claim has been submitted. Read all details on the right to commercial guarantee in the relevant document “Voluntary guarantee” which you have received with the purchase of your product.

Ensure having proof of purchase in order to submit a claim for exercising the right from the commercial guarantee, unless otherwise specified.

Right to unilateral termination of the agreement

A customer may unilaterally terminate the agreement without specifying the reasons, not later than within 30 days.

The 30-day deadline starts to run on the date when the customer or a third person determined by the customer, which is not the transporter, was handed the product in possession.

If a customer orders several pieces of products in one order, but which should be delivered separately, i.e. when it is about a product delivered in several pieces or several shipments, the 30-day deadline starts to run on the date when the customer or a third person determined by the customer, which is not the transporter, was handed the last piece or the last shipment of the product in possession.

If regular delivery of products has been agreed upon for a certain period, the 30-day deadline starts to run when the customer or a third person determined by the customer, who is not the transporter, was handed the first piece or the first shipment in possession.

To be able to exercise this right to unilateral termination of the agreement, the consumer must notify the seller about their decision to unilaterally terminate the agreement before the expiry of the 30-day term, with an unambiguous statement sent by mail to the address ORBICO d.o.o., Kreše Golika 1, Zagreb with the note for IQOS E-commerce department, or by email at [email protected] where they shall state their name and surname, address, postal code and city, phone number, IBAN, date of sale and the invoice number, and the customer may, at their own discretion, use the enclosed model form for unilateral termination of the agreement available at the link. All data collected for exercising the right to unilateral termination of the agreement shall be used only for the stated purpose. The seller may ask the buyer to provide the invoice as evidence of the purchase, if all the required data has not been provided, for the purpose of exercising the right related to the unilateral termination of the agreement.

A model form for unilateral termination of the agreement that is found on our website may be completed electronically and sent via this link to https://orbicoreturns.e-processor.eu/web/Returns. While initiating the procedure for unilateral termination of the agreement, it is necessary to enter ZKI data specified in the invoice for the purpose of linking the specific consumer’s order to the order on which he/she exercises his/her right. For the purpose of exercising the right to unilateral termination of the agreement, in the form, the consumer must specify their name and surname, address, postal code and city, phone number, IBAN and the reason for return given voluntarily.

Confirmation of the receipt of the notification on unilateral termination of the agreement shall be provided by the seller, without delay, electronically.

The consumer may send to the seller another unambiguous statement on the termination of the agreement, which they can also send electronically. Confirmation of the receipt of the statement on unilateral termination of the agreement shall be provided by the seller to the buyer without delay in the permanent media (e.g. by email, in hard copy).

In case of termination of the agreement, each party shall be obliged to return to the other party everything they have received under the agreement.

The consumer shall not bear any costs that would be a consequence of the use of their right to unilateral termination of the agreement, except the costs of return of the product.

If the consumer uses their right to unilateral termination of the agreement, the seller shall without delay, not later than within 14 days from the date the seller received notification of the buyer’s decision to terminate the agreement, return to the consumer everything the consumer has paid for based on the agreement.

The seller shall make a refund of the money only after the product has been returned to them or after evidence has been delivered that the consumer has sent the product back, if the seller was notified thereof before the receipt of the product.

The seller shall not be obliged to make a refund of additional costs resulting from the consumer’s explicit choice of the type of transport other than the cheapest type of standard transport offered by the seller.

Refund of money by the seller shall be made in the same manner in which the consumer made the payment. In case the consumer agrees with another form of refund of the paid amount, they will not bear any costs related to the refund.

The consumer shall be obliged to bear on its own all direct costs of return of a product.

The consumer must return the product or hand it to the seller in these two manners, without unnecessary delay, and in any case not later than within 14 days from the date when the seller sent their decision to unilaterally terminate the agreement:

• By mail or delivery service at the address Orbico d.o.o., Industrijska cesta 6, Ivanić grad.
• At the IQOS point of sale and service of the seller.

List of locations of the IQOS points of sale and service is available at: https://hr.iqos.com/hr/prodajna-mjesta.

A consumer shall be considered to have performed their obligation to return a product on time if they sent the product or handed it to the seller, i.e. to a person authorised by the seller to receive the product before the expiry of the term.

The consumer shall be liable for any reduction of the value of the product resulting from the handling of the product except that required to determine the nature, features and functionality of the product.

The product the buyer intends to return within 30 days must not be modified, used or not any actions must be taken that would reduce the value of the goods. The consumer must keep the product with due diligence in the period in which they exercise their right to refund.

The right to termination of the agreement on purchase and sale is not allowed in the following cases, when:

• The subject of the agreement is goods produced at specification of the consumer or that is clearly adapted to the consumer,
• The Consumer specifically requested a visit of the seller for urgent repairs or maintenance services, and if during such a visit, along with the services the consumer requested in the statement, the seller provided some other services, i.e. delivered some other goods except those necessary for the urgent repairs, or the maintenance services, the consumer shall have the right to unilateral termination of the agreement in relation to those additional services or goods.

Notification on submission of a written complaint by the consumer

The consumer may submit any objection in line with the Consumer Protection Act by mail sent to the address of ORBICO d.o.o. at Kreše Golika 1, Zagreb, by email at [email protected], in person at the business premises of the seller at IQOS points of sale and service or to the address ORBICO d.o.o., Kreše Golika 1, Zagreb.

The seller shall confirm the receipt of the complaint to the consumer without delay, in writing, by mail, email or through other means of web communication.

For the seller to be able to confirm to the consumer receipt of a complaint and reply to a written complaint that was not sent by email, consumers are asked to enter their correct data concerning their name, surname and address to which the receipt of their complaint as well as a reply will be sent to them.

The seller shall reply to complaints in writing, by mail, email or through other means of web communication within 15 days from the date of receipt of the complaint in line with the notification of the seller on the manner of submission of a written complaint, clearly stating whether they accept the justification or the customer’s complaint.

In case of any dispute, the seller and the consumer shall try to resolve it amicably, and if that is not possible, the subject-matter and locally competent court shall have jurisdiction with the application of the Croatian law.

Resolution of disputes is also possible before notified bodies for alternative resolution of consumer disputes, mediation centres and courts of honour.

In case it is about a consumer’s complaint concerning the seller/trader with the registered office in the Republic of Croatia, the consumer may submit a complaint to one of seven notified bodies for alternative resolution of consumer disputes:

• Mediation Centre at the Croatian Chamber of Economy, Zagreb, Rooseveltov trg 2;
• Mediation Centre at the Croatian Insurance Bureau, Zagreb, Martićeva 71/I;
• Profi Test d.o.o., Mediator Mediation Centre, Bjelovar, Petra Hektorovića 2;
• Mediation Centre at the Croatian Mediation Association, Zagreb, Kneza Mislava 12;
• Court of honour of the Croatian Bar Association, Zagreb, Ilica 49/II;
• Mediation Centre of the Croatian Bar Association, Zagreb, Ilica 49/II;

The consumer must have in mind that any body for alternative resolution of consumer disputes has their own rules of procedure, prices and specific competencies for an individual consumer sector, or several of them. Therefore, you should check whether a certain body for alternative resolution of consumer disputes can assume your complaint at their websites.

The consumer disputes can be possibly resolved through online dispute resolution, the ORS platform of the European Commission. You can access the ORS platform by clicking at the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR.

Privacy rules

The seller/trader ORBICO d.o.o. and PHILIP MORRIS ZAGREB d.o.o. process personal data of consumers as joint controllers with a purpose of ordering and delivering the products available on the website of the internet shop – https://hr.iqos.com/hr, the IQOS web shop.

Personal data shall be processed in line with the Privacy Policies of both controllers of consumers’ data:

https://www.orbico.hr/hr/pravni-kutak/privacy-general-orbicohr

https://pmiprivacy.com/hr/consumer

The privacy rules regulate the scope of processing of personal data of buyers at the website https://hr.iqos.com (hereinafter referred to as “Privacy Rules”) with a purpose of sales and delivery of ordered products. The Privacy Rules have been adopted by ORBICO d.o.o., with the registered office in Zagreb, Koturaška Cesta 69, OIB: 85611744662 (hereinafter: “ORBICO” or “We”) as the seller in the IQOS web shop. Your personal data required for the purpose of sale and delivery of the ordered products has been provided to us by PHILIP MORRIS ZAGREB, d.o.o., Zagreb, Ulica Vjekoslava Heinzela 70, OIB: 88062025421.

In case of any questions or requests concerning treatment or protection of your personal data, please contact our officer for personal data protection by email at [email protected].

If you buy products through the online shop, the IQOS web shop, at the website https://hr.iqos.com, ORBICO may process your personal data which you have provided to PHILIP MORRIS ZAGREB d.o.o. while registering in the IQOS user base of PHILIP MORRIS ZAGREB d.o.o. as well as the data we have collected during your use of the online shop. That is the following data with the specified purpose of processing:

Who has access to your personal data?

We consider your personal data a trade secret and as such we protect it in line with the applicable legal regulations and the best practices.

Third parties shall have the right to access and process your personal data only in situations described below:

• Independent delivery service providers that have been given your personal data only for a purpose of delivery or return collection of the ordered products.
• Competent authorities, in case of supervision of legality of our operation and in case of court and other similar procedures. In such a case, they process your personal data in line with their legal authorisations.

Is my personal data transferred to third countries?

We keep your personal data on the territory of the European Union. Only exclusively, we transfer your personal data to third countries (other countries of the European Union are not considered to be a third country). In such a case, the transfer occurs based on a decision on appropriateness by the European Commission or after the recipient of personal data from the third country has undertaken to act in line with the applicable standard contractual clauses approved by the European Commission.

How we protect your personal data?

Protection of your personal data is important to us. Some protection measures we implement are as follows:

• Application of contemporary methods of protection and control of access to data resources containing personal data;
• Continuing supervision of all the resources that are used for processing personal data.
• We also require our service providers to comply with strict requirements on data privacy and protection.

Holding period of your personal data

If you are our buyer, we delete your personal data after the expiry of the legal, or possible contractual rights, which includes a commercial guarantee, as well as in case of resolution of potential disputes.

If we process your personal data based on our legitimate interest, we keep it until there is our legitimate interest, and delete it forthwith as of the cessation of our legitimate interest.

Your rights

In case you decide to use one or more of your rights below, we are entitled to check your identity, all with the purpose of protecting your personal data. Furthermore, you have other rights available to you under applicable regulations that pertain to the personal data protection.

You exercise your rights free of charge. Still, if you request frequent (e.g. if less than 3 months have elapsed since your previous claim) or excessive (e.g. you claim all your personal data in writing) access or transfer of your personal data, or your requirements are obviously not founded or are excessive, we have the right:

1. to ask you to settle our administrative costs before carrying out such an action; or
2. to refuse to act upon such a claim

You exercise your rights by sending your claim by email at [email protected]. You shall note “Respondent’s claim” as the title of the message, and in the message itself, you should denote the right which you want to use, i.e. which is the subject of your claim. After the receipt of the message, we shall send to you confirmation of your duly received claim.

It is important to mention that your claim for exercising any rights related to your personal data, which has been addressed to ORBICO, only includes data processed and controlled by ORBICO as the data controller. You must send any claims related to your personal data and exercising the rights related to it, which are stored in the user base of PHILIP MORRIS ZAGREB, d.o.o., to the addresses of the company stated in the PMI Notification on protection of privacy of consumers, which is enclosed in the first part of this section.

Access to your personal data

• You have the right to request confirmation of whether we process your personal data, as well as access to your personal data we process

Correction of wrong personal data

• You have the right to request correction of your wrong personal data, as well as the right to complement your personal data

Transferability of personal data

• You have the right to take over and request transfer of your personal data

Deletion of personal data (Right to be forgotten)

• If you withdraw your consent for processing your personal data or when our legal basis for processing your personal data ceases, or in other cases provided for in the General Data Protection Regulation, you have the right to request us to delete your personal data. We shall delete your personal data or anonymise it without excessive delay. This does not refer to personal data that we need in order to meet our legal obligations, the keeping of which is imposed on us by legal regulations (e.g. execution of your order), or to protect our legitimate interests.

Complaint against processing or treating your personal data

• You have the right to complain about the processing of your personal data and, in general, about our manner of treating your personal data

Right to withdraw consent

• You have the right to withdraw consent for further processing of personal data at any time. The withdrawal of consent shall not impact processing made based on the consent before its withdrawal.

Right to restricted personal data processing:

• If you challenge the accuracy of your personal data or in other situations provided for in the General Data Protection Regulation and the Law on Implementation of the General Data Protection Regulation, you have the right to request from us to restrict ourselves in the processing of your personal data until such a situation is resolved.

Right to an appeal to the Croatian Personal Data Protection Agency

• You have the right to submit an appeal to the competent body for protection of personal data – Croatian Personal Data Protection Agency (www.azop.hr) at any time, by sending an email to [email protected], related to processing and protection of your personal data.

We are Philip Morris Zagreb d.o.o., a subsidiary of Philip Morris International Inc.

Philip Morris Zagreb d.o.o.

Seat: Zagreb, Heinzelova 70

Unique identification number (OIB): 88062025421

Registered at the Commercial Court in Zagreb, MBS 080174638, with a share capital of EUR 40.490,00, paid in full

Raiffeisenbank Austria d.d. Zagreb IBAN: HR5124840081103117284

Ažurirano: 2. lipnja 2025.
 

1. Primjenjivost uvjeta

1.1 Ovi se uvjeti (Uvjeti) primjenjuju na pružanje postprodajne podrške kupcima/potrošačima i pružanje usluga korisničke podrške opisanih u odjeljcima od 4. do 7. niže (Usluge). Pažljivo pročitajte ove Uvjete jer utječu na vaša zakonska prava i uređuju vaš odnos s društvom PHILIP MORRIS ZAGREB d.o.o. (Philip Morris).

1.2 Ispunjavate uvjete za korištenje i pružanje Usluga s naše strane samo u sljedećim slučajevima: (i) korisnik ste IQOS i/ili lil uređaja uređaja stariji od 18 godina i registrirani ste u našoj korisničkoj bazi kao korisnik IQOS i/ili lil uređaja; i (ii) imate prebivalište u Republici Hrvatskoj, (iii) registrirali ste uređaj koji ispunjava uvjete na način opisan u odjeljku 2.1 (Uređaj) u našu korisničku bazu na stranici iqos.com, putem poziva korisničkoj službi, kod IQOS stručnjaka ili na IQOS prodajno-servisnom mjestu koje omogućuje registraciju.

1.3 Korištenjem bilo koje od Usluga pristajete na ove Uvjete. Također, ako registrirate drugi Uređaj ili ako promijenimo ove Uvjete te nakon toga upotrijebite bilo koju od Usluga, pristajete na ove Uvjete. Vaše se prihvaćanje ovih Uvjeta odnosi na vašu zemlju prebivališta prema našoj korisničkoj bazi i podataka koje ste pružili. 

1.4 Ako se ne slažete s ovim Uvjetima (ili ih se ne možete pridržavati), ne smijete upotrebljavati Usluge.

1.5 Ne smijete izmijeniti ove Uvjete, osim ako za to ne primite izričito pisano odobrenje društva Philip Morris.

1.6 Vaša upotreba Usluga podložna je našim pravilima i možemo odbiti vašu prijavu za upotrebu ili otkazati vaše pravo na upotrebu Usluga iz bilo kojega razloga, uključujući kršenje ovih Uvjeta.

1.7 Također, zadržavamo pravo na izmjenu ovih Uvjeta i usluga unutar IQOS podrške i pogodnosti uz obavijest o tome u bilo kojemu trenutku, a koja obavijest će biti navedena na iqos.com u odjeljku Otkrijte IQOS podršku i pogodnosti.  Ako se ne slažete s takvim izmjenama, možete u svakom trenutku prestati koristiti IQOS podrške i pogodnosti. Ako nakon promjene Uvjeta upotrijebite IQOS podrške i pogodnosti, pristajete na Uvjete.
 

2. Uključeni uređaji u Usluge / Registracija 

2.1 Svi modeli IQOS odnosno lil uređaji proizvedeni ili stavljeni na tržište od strane kompanije Philip Morris uključeni su u mogućnost korištenja IQOS podrške i pogodnosti (osim u slučaju Slučajnog oštećenja, pogledajte niže 2.4.).

2.2 Od 2. lipnja 2025. mogućnost korištenja Usluge Slučajnog oštećenja dostupna je samo za IQOS ILUMA i PRIME uređaje kupljene nakon navedenog datuma koji su registrirani u bazi Philip Morris Zagreb unutar 30 dana od datuma kupnje.

2.3 Uređaj mora imati čitljiv i važeći serijski broj.

2.4 Prilikom registracije u korisničku bazu morate pružiti sve potrebne obvezne informacije na točan i potpun način i održavati te informacije ažurnima. Ako ne ispunite obvezna polja u obrascu za registraciju (primjerice dob, status pušača, adresu e-pošte i/ili broj telefona), vaša registracija neće biti prihvaćena. Ako pružite netočne ili nepotpune informacije, Philip Morris zadržava pravo odbiti vam pružanje Usluga za koje je potrebno biti registrirani korisnik, bez obavijesti.

2.5 Možete poništiti registraciju svog Uređaja u bilo kojem trenutku, kao što Uređaj možete i ponovno registrirati kada želite. Usluge koje su namijenjene isključivo korisnicima koji imaju registriran Uređaj ne možete koristiti u vremenu kada vaš Uređaj nije registriran.

2.6 Vaša upotreba Usluga povezana je s vašom zemljom prebivališta. Budući da su Usluge dostupne samo u određenim zemljama, ako promijenite zemlju prebivališta, a Usluge nisu dostupne u zemlji prebivališta, nećete moći koristiti Usluge.

3. Trajanje i prestanak

3.1 Vaše sudjelovanje i korištenje IQOS podrške i pogodnosti počinje na dan prihvaćanja ovih Uvjeta. Za ostvarivanje usluga iz 4. - 6. poglavlja te pod člancima 7.1, 7.2, 7.3, 7.5 i 7.7 ovih Uvjeta morate biti registrirani korisnik. Preostala prava iz ovih Uvjeta sudjelovanja prestaju kad odlučite prestati prihvaćati ove Uvjete ili u ostvarenju podrške i pogodnosti ne poštujete Uvjete, kada mi prestanemo pružati određene usluge unutar IQOS podrške i pogodnosti ili kad više ne ispunjavate utvrđene kriterije za ostvarenje predmetnih usluga.

3.2 Philip Morris smije prekinuti vaše korištenje i sudjelovanje u IQOS podršci i pogodnostima s neposrednim učinkom ako prekršite ove Uvjete.

4. Produljeno jamstvo za IQOS uređaje

4.1 Ako u roku od 30 dana od kupnje Uređaja registrirate svoj Uređaj, ostvarujete pravo na jednu dodatnu godinu jamstva za IQOS uređaj u skladu s uvjetima navedenim u članku 4.2. Svi Uređaji kupljeni na stranici iqos.com automatski se povezuju s vašim korisničkim profilom odnosno registriraju.

4.2 Produljeno jamstvo dostupno je za IQOS ILUMA i PRIME, IQOS ILUMA i te IQOS ILUMA i ONE uređaje. Produljeno jamstvo za IQOS ILUMA uređaje dostupno je samo za IQOS ILUMA verziju uređaja kupljenu nakon 2. lipnja 2025., dok isto nije primjenjivo za ostale IQOS ILUMA uređaje.

4.3 Komercijalno jamstvo za IQOS uređaj i produljeno jamstvo za IQOS uređaj dodatna su prava koja imate uza sva prava i pravna sredstva propisana zakonodavstvom i ni na koji način ne utječu na njih. 

4.4 Informacije o produljenom jamstvu za IQOS uređaje i iznimke od jamstva navedeni su na dokumentu o jamstvu koji se nalazi u pakiranju uređaja i/ili na linku https://hr.iqos.com/hr/usluge/podrska/jamstvo-zamjena.


5. Slučajno oštećenje

5.1 Ako vaš uređaj ILUMA i PRIME bude slučajno oštećen na način da mu je narušena funkcionalnost, a uzrok nije vaše neispravno korištenje ili neodgovorno ponašanje (Slučajno oštećenje), možda ispunjavate uvjete za jednu zamjenu Uređaja (ili džepnog punjača ili držača) u skladu s člankom 5.

5.2 Oštećeni Uređaj (uključujući sve dijelove) trebate predati društvu Philip Morris i dobit ćete zamjenski Uređaj istoga tipa, jednako vrijedan novome Uređaju u smislu radnih značajki i pouzdanosti. Ako zamjenski Uređaj istoga tipa nije dostupan, u zamjenu ćete dobiti Uređaj koji spada u istu kategoriju i koji je barem funkcionalno jednako vrijedan. Philip Morris zadržava sve zamijenjene Uređaje. Ako je oštećen samo dio Uređaja, npr. držač ili džepni punjač, zamijenit će se samo oštećeni dio, a Philip Morris zadržat će samo zamijenjeni dio Uređaja. Philip Morris zadržava sve zamijenjene Uređaje i isti korištenjem ove Usluge odnosno zamjenom postaju vlasništvo Philip Morrisa na što pristajete korištenjem ove Usluge i niste u mogućnosti dobiti povrat starog uređaja (ili njegove dijelove) odnosno uređaja kojeg ste predali u svrhu zamjene kao oštećeni uređaj. Ova Usluga primjenjuje se samo za vrijeme primjene komercijalnog jamstva na vaš registrirani Uređaj.

5.3 Ograničenja programa zamjene prilikom Slučajnog oštećenja

(a) Morate primijeniti sve razumne predostrožnosti za zaštitu svojega Uređaja te koristiti i održavati Uređaj u skladu s uputama i korisničkim vodičem. Ako to ne učinite, nemate pravo na zamjenski Uređaj.

5.4 Ograničeni ste na jedan zamjenski Uređaj po Slučajnom oštećenju za svaki registrirani Uređaj. Nakon prve zamjene, pokriće iz ove Usluge u vašoj zemlji prebivališta, kao i povezana brza zamjena, prestaju vrijediti. No i dalje imate pravo na ostale Usluge za svoj Uređaj tijekom čitavoga trajanja vašega članstva (odnosno za određene Usluge tijekom razdoblja pokrivenoga jamstvom za registrirani Uređaj). 

(a) Nemate pravo na zamjenski Uređaj ako je Slučajno oštećenje nastalo prije datuma početka pružanja Usluga u vašoj zemlji prebivališta ili ako je neka od sljedećih okolnosti prisutna:

(i) proizvod koji nije Uređaj koji ispunjava uvjete za zamjenu u skladu s popisom u odjeljku 2.1.

(ii) šteta prouzročena neispravnom upotrebom, stvarnom ili pokušanom modifikacijom ili izmjenom Uređaja, prenaponom

(iii) Uređaji s izmijenjenim, oštećenim ili uklonjenim serijskim brojem 

(iv) Uređaji koji su otvoreni, servisirani, modificirani ili izmijenjeni na način koji društvo Philip Morris nije dopustilo

(v) gubitak ili krađa vašega Uređaja 

(vi) površinska šteta na Uređaju koja ne utječe na njegovu funkcionalnost, a koja uključuje, ali nije ograničena na vrlo tanke pukotine, ogrebotine, udubljenja, slomljenu plastiku na priključcima ili promjenu boje

(vii) oštećenje ili kvar prouzročeni redovnom upotrebom Uređaja 

(viii) neispravno rukovanje, oštećenje u požaru, poplavi ili prirodnoj katastrofi, ratu, terorizmu ili nastupu više sile

(ix) kvar zbog upotrebe s nekompatibilnim proizvodom 

(x) oštećenje ili kvar prouzročeni upotrebom suprotnom načinu upotrebe opisanome u Uputama za upotrebu uređaja 

(xi) kvar zbog neispravnosti materijala i/ili izrade i/ili dizajna; no takav kvar može biti pokriven odvojeno, vašim potrošačkim pravima ili jamstvom za IQOS uređaje koje je dodatno i kojim se ne dovode u pitanje sva prava i pravna sredstva propisana zakonima o zaštiti potrošača u državi kupnje.

5.5 Podnošenje zahtjeva ako se radi o Slučajnom oštećenju

(a) Trebate:

(i) podnijeti zahtjev društvu Philip Morris putem Centra za korisničku podršku ili na IQOS prodajno-servisnim mjestima što je prije moguće, a ne kasnije od 14 dana nakon što Vaš uređaj bude slučajno oštećen te uključiti sljedeće informacije: (1) serijski broj Uređaja o kojemu je riječ, (2) opis simptoma, poteškoća ili uzroka štete na Uređaju, (3) poruke s greškom i (4) radnje koje su se odvile prije nego su se pojavili poteškoće s Uređajem te korake koje ste poduzeli kako biste riješili poteškoću

5.6 ako je omogućeno, pratiti upute o pakiranju i slanju poštom koje Philip Morris pruži za slanje Uređaja društvu Philip Morris

(a) na drugi se način pridržavati procesa autorizacije vraćenih Uređaja društva Philip Morris.

(b) Zahtjev također možete podnijeti pozivom na broj Centra korisničke podrške 0800 9153 za svoju zemlju prebivališta uz navođenje istih informacija koje su navedene u članku 5.4.(a).

5.7 Društvu Philip Morris ne smijete slati proizvode i dodatke koji nisu uključeni u ovu Uslugu zamjene prilikom Slučajnog oštećenja. Ako pošaljete takve predmete društvu Philip Morris, neće biti vraćeni te će biti uništeni.

(a) Philip Morris odredit će imate li pravo na zamjenski Uređaj u skladu s ovim Uvjetima. Ako imate pravo na zamjenski Uređaj, on će vam biti dostavljen na sljedeći način:
 
(b) na prodajnome mjestu: Možete vratiti Uređaj u kvaru u IQOS prodajno-servisno mjesto koje sudjeluje u ovome programu, a tamo ćete dobiti i zamjenu.

6. Međunarodna podrška
 

6.1 Kada putujete u države u kojima Philip Morris, njegova povezana društva ili ovlašteni partneri stavljaju IQOS na tržište (osim Sjedinjenih Američkih Država), dostupan vam je međunarodni broj +800 2559 2559 koji možete nazvati bez naknade (na nekim se mjestima može naplaćivati). Ta usluga uključuje pomoć iskusnih agenata u rješavanju problema te, ako je potrebno, zamjenu vašeg Uređaja u slučaju (i) Slučajnog oštećenja u skladu s ovim Uvjetima ili (ii) poteškoća s uređajem definiranih u smislu materijala ili izrade ako se Uređaj upotrebljava u skladu s uputama za upotrebu uređaja.

6.2 Mogućnosti usluge, dostupnost Uređaja te vrijeme odziva i dostave ovise o državi.  Ova usluga ne utječe na vaša zakonska prava i prava iz jamstva za vaš Uređaj koja vrijede u državi kupnje. 

6.3 Ograničenja Međunarodne podrške

(a) Ograničenja iz članka 5.3 (Ograničenja) primjenjuju se na zamjenu kod Slučajnog oštećenja u okviru Međunarodne podrške. 

(b) Sljedeći slučajevi nisu obuhvaćenim zamjenom u slučaju poteškoća s Uređajem u smislu materijala ili izrade ako se Uređaj upotrebljava u skladu s Uputama za upotrebu uređaja:

(i) oštećenja prouzročena redovnom upotrebom/trošenjem

(ii) površinska oštećenja (poput ogrebotina, udubina i slomljene plastike) 

(iii) oštećenja uzrokovana neispravnom upotrebom, prenaponom, neprikladnim rukovanjem ili vatrom

(iv) kvar zbog upotrebe s nekompatibilnim proizvodom

(v) oštećenja ili kvarovi prouzročeni pokušajem korisnika ili tehničkoga servisera kojega proizvođač nije ovlastio da otvori, izmijeni ili popravi Uređaj

(vi) oštećenja ili kvarovi prouzročeni upotrebom suprotnom načinu upotrebe opisanome u uputama za upotrebu uređaja. 

6.4 Podnošenje zahtjeva za Međunarodnu podršku

(a) Trebate:

6.5 podnijeti zahtjev pozivom Centru za korisničku podršku na broj +800 2559 2559 što je prije moguće, a svakako u roku od jednog dana nakon što vaš Uređaj pretrpi Slučajno oštećenje ili nakon nastupanja poteškoća s Uređajem u smislu materijala ili izrade, a uz upotrebu Uređaja u skladu s uputama za upotrebu uređaja, te navesti sljedeće informacije: (1) serijski broj Uređaja o kojemu je riječ, (2) opis simptoma, poteškoća ili uzroka štete na Uređaju, (3) poruke s greškom i (4) radnje koje su se odvile prije nego su se pojavile poteškoće s Uređajem te korake koje ste poduzeli kako biste riješili poteškoću.

(i) ako Philip Morris to zatraži, morate dostaviti dokaz o kupnji Uređaja

6.6 ako je primjenjivo, pratiti upute o pakiranju i slanju poštom od strane Philip Morris društva za slanje Uređaja društvu Philip Morris

(i) na drugi se način pridržavati procesa autorizacije vraćenih Uređaja društva Philip Morris s kojim će vas upoznati Centar za korisničku podršku. Philip Morris zadržava sve zamijenjene Uređaje i isti korištenjem ove Usluge odnosno zamjenom postaju vlasništvo Philip Morrisa na što pristajete korištenjem ove Usluge i niste u mogućnosti dobiti povrat starog uređaja (ili njegove dijelove) odnosno uređaja kojeg ste predali u svrhu zamjene kao oštećeni uređaj.

6.7 Philip Morris odredit će imate li pravo na zamjenski Uređaj u skladu s ovim Uvjetima. Ako imate pravo na zamjenski Uređaj, on će vam biti dostavljen na jedan od sljedećih načina, ovisno o primjenjivosti:

(i) kurirskom dostavom: Dostavljač će Vam donijeti zamjenski Uređaj, a Uređaj u kvaru trebate poslati društvu Philip Morris, sve detalje ćete dobiti pozivom Centru za međunarodnu korisničku podršku na broj telefona naveden u 6.4. a.

(ii) na prodajnome mjestu: Svoj Uređaj u kvaru možete vratiti u IQOS prodajno-servisna mjesta na koji vas uputi Centar za korisničku podršku (ili na odgovarajuće mjesto u inozemstvu), a tamo ćete dobiti za mjenski Uređaj.

(iii) poštom: Philip Morris dostavit će vam paket s prethodno plaćenom poštarinom kako biste poštom mogli poslati svoj Uređaj društvu Philip Morris. Nakon inspekcije i popravka Philip Morris vratit će vam Uređaj ili dostaviti zamjenski uređaj. Philip Morris platit će poštarinu za slanje s vaše lokacije i na nju ako postupite u skladu sa svim uputama.

7.  Ostale usluge

7.1 Personalizirana podrška. Ako ste pristali primati obavijesti o bezdimnim proizvodima koje Philip Morris trgovačka društva stavljaju na tržište, koja uključuju informacije koje vam mogu pomoći pri njihovom korištenju te o proizvodima, novostima i uslugama povezane s njima, te ste registrirani korisnik koji pristaje na ove Uvjete, imat ćete pristup IQOS stručnjaku koji vam može pružati potrebnu i zatraženu korisničku podršku u prvim danima upotrebe Uređaja. Ta je potpora dostupna tijekom standardnoga radnog vremena u zemlji vašega prebivališta.

7.2 Budite informirani. Ako ste pristali primati obavijesti o bezdimnim proizvodima koje Philip Morris trgovačka društva stavljaju na tržište, koja uključuju informacije koje vam mogu pomoći pri njihovom korištenju te o proizvodima, novostima i uslugama povezane s njima, kao korisnik IQOS podrške i pogodnosti, pristajete primati informacije o uslugama i pogodnostima koje obuhvaća i IQOS podrška i pogodnosti.

7.3 Usluga zamjene bez računa: Ova Usluga vam, kao registriranom korisniku, omogućava brzu zamjenu Uređaja bez računa na IQOS prodajno-servisnim mjestima na kojima korisnici IQOS podrške i pogodnosti mogu ostvariti svoja prava u skladu s ovim Uvjetima ako dođe do Slučajnog oštećenja i/ili kada se prilikom upotrebe u skladu s uputama za upotrebu uređaja pojave poteškoće s Uređajem koje se odnose na materijal ili izradu zbog kojih se može podnijeti valjani zahtjev za zamjenu. Ova Usluga primjenjuje se samo za vrijeme primjene komercijalnog jamstva na vaš registrirani Uređaj. Pravo na ovu Uslugu utvrđuje Philip Morris.

7.4 Potpuna usluga: Profesionalna usluga održavanja IQOS™ uređaja bez naknade. Usluga uključuje ispitivanje otpora pri uvlačenju, profesionalno održavanje uređaja, ažuriranje firmwarea i rješavanje poteškoća, ako je potrebno. 

7.5 Pametna zamjena:

(n) Ova Usluga Vam, kao registriranom korisniku, omogućava vraćanje IQOS ili lil uređaja, izuzev IQOS ILUMA te ILUMA i uređaja, u zamjenu za vrijednosnu karticu. Sudjelovanje je moguće samo uz predaju držača i džepnog punjača koji pripadaju istom IQOS sustavu, osim ako se radi o IQOS ili lil uređaju koji se sastoji od jedne komponente.

(o) Registrirani korisnici mogu koristiti uslugu Pametna zamjena na IQOS prodajno-servisnim mjestima, kod IQOS Stručnjaka, IQOS korisničke podrške, IQOS e-stručnjaka ili na IQOS web shopu ako kumulativno ispunjavaju sljedeće uvjete:

- punoljetni su i registrirani korisnici

- vlasnici su IQOS ili lil uređaja neovisno o modelima dostupnim na hrvatskom tržištu
 
- IQOS ili lil uređaj, za koji koriste uslugu Pametna zamjena, registriran je pod njihovim korisničkim profilom

- IQOS ili lil uređaj, za koji koriste uslugu Pametna zamjena,  mora biti vraćen kao cijeli sustav, odnosno uz predaju držača i džepnog punjača koji pripadaju istom sustavu, osim ako se radi o IQOS ili lil uređaju koji se sastoji od jedne komponente.

- prilikom korištenja usluge Pametna zamjena kod IQOS korisničke podrške, IQOS e-stručnjaka i na IQOS web shopu, uređaj koji se vraća bit će prikupljen prilikom dostave nove narudžbe te serijski brojevi komponenti uređaja koji se vraća moraju biti isti onima koji su navedeni tijekom ostvarivanja usluge Pametna zamjena  prilikom poziva s IQOS korisničkom podrškom, IQOS e-stručnjakom ili na IQOS web shopu. U slučaju da serijski brojevi ili uređaj pri povratu ne odgovaraju, registriranom korisniku bit će onemogućeno korištenje usluge Pametna zamjena do kraja kalendarske godine. 

(p) U slučaju ostvarenja gore navedenih uvjeta, pri korištenju usluge Pametna zamjena, registrirani korisnik će dobiti vrijednosnu karticu u iznosu od 10 EUR u zamjenu za vraćeni IQOS ili lil uređaj.
 
Vrijednosna kartica može se iskoristiti isključivo pri kupnji IQOS ILUMA ili IQOS ILUMA i uređaja.

(q) Registrirani korisnik može iskoristiti pravo na uslugu Pametna zamjena najviše 2 puta unutar jedne kalendarske godine.

(r) Neovisno o pravu korištenja IQOS podrške i pogodnosti, Philip Morris će po svojoj diskrecijskoj ocjeni odlučiti o dodjeljivanju vrijednosne kartice u zamjenu za one Uređaje koji više ne ispunjavanju ovdje propisane Uvjete. Philip Morris zadržava potpuno diskrecijsko pravo utvrđivanja vrijednosti i vrste vrijednosne kartice koja bi se mogla dodijeliti kao zamjena za vraćeni Uređaj.

(s) U sljedećim okolnostima uređaji iz točke (o) ovog članka neće biti prihvatljivi za sudjelovanje u usluzi Pametna zamjena:

- ako je šteta na uređaju prouzročena neispravnom upotrebom, stvarnom ili pokušanom modifikacijom ili izmjenom uređaja, prenaponom;

- ako se radi o uređaju s izmijenjenim, oštećenim ili uklonjenim serijskim brojem;

- ako su uređaji otvoreni, servisirani, modificirani ili izmijenjeni na način koji društvo Philip Morris nije dopustilo;

(t) sudjelovanje u usluzi Pametna zamjena ne utječe na trgovačke prakse prodavatelja IQOS ili lil uređaja ili trgovaca koji prihvaćaju vrijednosnu karticu izdanu od strane Philip Morris-a kao sredstvo plaćanja. U skladu s navedenim, Philip Morris ne preuzima odgovornost za radnje ili trgovačke prakse prodavatelja IQOS ili lil uređaja u odnosu na proizvode koje prodaju uz primjenu vrijednosne kartice, uključujući pravo kupca na povrat novca za kupljeni proizvod u slučajevima kada uvjeti za ostvarenje prava koja se odnose na postojanje materijalnih nedostataka na prodanom proizvodu prema primjenjivim propisima ili uvjeti iz komercijalnog jamstva za prodani proizvod nisu ispunjeni.

(u) Punoljetni korisnik koji nije kupio Uređaj u Hrvatskoj, i nije registriran, može ostvariti pravo na uslugu Pametna zamjena ako su sljedeći uvjeti kumulativno ispunjeni:

1. korisnik je hrvatski rezident, s valjanom adresom u Hrvatskoj i brojem hrvatskih mobilnih mreža

2. registrira se u korisničku bazu uz registraciju svog IQOS ili lil uređaja na korisnički profil (registrirati se može bilo koji uređaj, neovisno o modelima dostupnim na hrvatskom tržištu)

3. ostvaraju ostale uvjete iz točke (o).

(v) Za kupljeni uređaj uz uslugu Pametne zamjene nije moguće iskoristiti uslugu Povrata novca u roku od 30 dana.

(z) Nakon korištenja usluge Pametna zamjena korisnik ne može dobiti povrat starog uređaja koji je dao u zamjenu za vrijednosnu karticu. Zamijenjeni odnosno predani uređaj u zamjenu za vrijednosnu karticu prestaje biti vlasništvo korisnika u trenutku primitka vrijednosne kartice od strane trgovca te uređaj postaje vlasništvo treće osobe.

7.6 Zanima me

Ova Usluga pruža mogućnost da korisnici koji su zainteresirani za IQOS i/ili lil uređaj ostave svoje kontakt podatke kako bi ih IQOS stručnjaci kontaktirali u vrijeme i na mjestu koje njima odgovara i iz prve ruke saznali kako IQOS ILUMA i/ili lil uređaj radi te koje su njegove funkcionalnosti.

7.7 Povrat novca u roku od 30 dana. 

Ova Usluga vam, kao registriranom korisniku, omogućava povrat novca u roku od 30 dana od kupovine Uređaja. Kako biste ostvarili pravo na ovu Uslugu, IQOS i/ili lil sustav u trenutku vraćanja treba funkcionirati ispravno i biti bez vidljivih fizičkih oštećenja te sve komponente unutar IQOS i/ili lil sustava trebaju biti vraćene. Također, korištenje ove Uslugu je jednokratno, odnosno nakon što jednom iskoristite uslugu Povrata novca u roku od 30 dana za kupljeni uređaj ova vam Usluga više neće biti omogućena.

Za kupljeni Uređaj uz uslugu Pametne zamjene, kod IQOS stručnjaka i na IQOS prodajno-servisnim mjestima, nije moguće iskoristiti uslugu Povrata novca u roku od 30 dana.

Ako se odlučite za ovu Uslugu, molimo Vas da kontaktirate Centar za korisničku podršku na besplatan broj 0800 9153 ili posjetite najbliže IQOS prodajno-servisno mjesto (https://hr.iqos.com/hr/store-locator).

8. Vaše obveze.

Pristajete:

(a) da nećete zloupotrebljavati Usluge;

(b) da ćete štititi sigurnost svojega korisničkog računa 

(c) da prilikom zamjene svaki zamjenski Uređaj postaje vaše vlasništvo, a da zamijenjeni Uređaj postaje vlasništvo osobe koja obavlja zamjenu ili Philip Morris-a, čak i u slučaju zamjene Uređaja za vrijednosnu karticu

(d) pridržavati se važećih propisa.

9. Jamstvo / Ograničenje odgovornosti

9.1 Budući da su Usluge besplatne, pružaju se u stanju u kakvome jesu i bez ikakvoga jamstva.

9.2 Društvo Philip Morris i njegova povezana društva u najvećoj se mogućoj mjeri dopuštenoj važećim propisima odriču odgovornosti za svu štetu (uključujući štetu prouzročenu nemarom ili kršenjem propisanih dužnosti), kršenje ugovornih odredbi, pogrešno prikazivanje, povrat ili za sve izravne gubitke, gubitak dobiti, prodaje, prihoda ili uštede, gubitak poslovanja ili dobre volje i/ili slične gubitke, ili gubitak ili oštećenje podataka ili informacija, ili čiste ekonomske gubitke, ili sve posebne, neizravne ili posljedične gubitke, troškove, štetu, naknade ili izdatke koji proizlaze iz vašeg sudjelovanja ili su na drugi način prouzročeni vašim sudjelovanjem u IQOS podršci i pogodnostima ili vašom upotrebom Usluga. Philip Morris nije odgovoran ni za koji od gubitaka navedenih u članku 9.2., čak i ako ste obavijestili Philip Morris o mogućnosti takvih gubitaka.

9.3 Navodi u članku 8. ne isključuju odgovornost Philip Morris-a koje se ne može odreći/koja se ne može isključiti u skladu s važećim propisima..

10. Ostalo

10.1 Ni jedna od Usluga ne smatra se policom osiguranja.

10.2 Usluge se u ovom trenutku pružaju bez naknade.

10.3 Pojedinosti o obradi vaših osobnih podataka koje nam pružite opisane su u našoj Obavijesti o zaštiti privatnosti potrošača dostupnoj na https://hr.iqos.com/hr/pravne-napomene#obavijest-o-zastiti-privatnosti

10.4 Na ove Uvjete primjenjuju se zakoni sjedišta društva Philip Morris (za društvo PHILIP MORRIS ZAGREB d.o.o. relevantno je hrvatsko zakonodavstvo). Svaki pravni spor podliježe isključivoj sudskoj nadležnosti grada u kojemu Philip Morris ima sjedište (Zagreb, za PHILIP MORRIS ZAGREB d.o.o.).

10.5 Za pitanja, upite i informacije za kontakt, molimo vidjeti https://hr.iqos.com/hr/usluge/podrska ili putem Centra za korisničku podršku na besplatan broj 0800 9153. 

1.10.2024

IQOS Hrvatska Social Media Accounts

Terms of Use and Privacy

It is likely that You have been redirected here from one of our official IQOS and lil social media sites (hereinafter “social media sites”), particularly from one of our social media Customer Care pages such as Facebook, Viber, YouTube, Instagram as applicable, jointly to be referred to hereinafter as “Social Media Accounts”.

The Social Media Accounts are intended for adult smokers who want to continue to smoke or use other nicotine products and adult IQOS and lil users residing in Croatia market and by engaging with our Social Media Accounts You confirm You are fulfilling these criteria.

Who we are?

Philip Morris Zagreb d.o.o.is member of the Philip Morris International (“PMI”) group of companies. We have identified ourselves to You, and given our contact details, in the website where these Terms of Use and Privacy (hereinafter “Terms) are published or on the respective Social Media Accounts accordingly.

How do you accept these Terms?

By using any of our Social Media Accounts, You agree to comply with these Terms. You also agree to comply with any other applicable platforms specific terms of use (e.g. Facebook’s Statement of Rights and Responsibilities, Viber’s terms of use, YouTube’s terms of use, Instagram’s terms of use etc.).

Good Conversion Practices and Our Duty to Inform

Before we tell You what You shouldn’t do on our Social Media Accounts, here are some things You should know about PMI products:

PMI offers a variety of quality, scientifically substantiated smoke-free products that are much better choices than continued smoking. Our vision is that our smoke-free products will one day replace cigarettes.

1. Cigarette smoking causes serious diseases and is addictive. Without question, the best decision any smoker can make is to quit tobacco and nicotine use altogether.
2. Minors should not use tobacco or nicotine in any form.
3. PMI’s smoke-free products are for adults who would otherwise continue to smoke or use other nicotine products.
4. We do not offer PMI’s smoke-free products to people who have never used tobacco or nicotine products or who have quit using tobacco and nicotine products. Our smoke-free products are not alternatives to quitting and are not designed as cessation aids.
5. PMI’s smoke-free products are not risk free and contain nicotine, which is addictive. Switching to a smoke-free product is, however, a better choice than continuing to smoke.
6. We support our adult smoke-free product users in their journey to full conversion through education and guidance.
7. For consumers to experience the benefits of smoke-free products, they must switch completely and abandon smoking permanently.
8. We inform consumers of all relevant safety information about our smoke-free products.

Your Contribution

We’ll regularly monitor the Social Media Accounts, responding to and passing on as many useful recommendations as we can. We are glad You are here to get needed customer support and expect feedback for the purpose of improving customer support, but let’s keep it clean.

1. You are responsible for the content You post on Social Media Accounts and we reserve the right to remove any postings that contain:
   • Offensive or violent language
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2. We reserve the right to ban or block a user posting content as described above and for a pattern of inappropriate postings or as otherwise deemed necessary by us, or remove any posts on our Social Media Accounts, if we do not think that a post complies with these Terms or any other applicable platform specific terms of use. And we shall be under no obligation to notify You of any such decision.

Remember, posts from You or other people do not necessarily represent the views of Philip Morris International. We do not have responsibility for any content or links shared by You or other people. If You want to share this page or its content with Your own community, please, make sure the people who see Your posts are legal age smokers or adult IQOS and lil users.

LIABILITY AND DISCLAIMERS

Your use of our Social Media Accounts is at Your sole risk. Our social media sites are provided on an "as is" and "as available" basis. Where possible, we may restrict Your access to our Social Media Accounts or any feature or part of them at any time. We disclaim all warranties of any kind, whether express or implied, including the implied warranties of merchantability, satisfactory quality and fitness for a particular purpose and any warranties that material on our social media sites is no infringing; that access to the site will be uninterrupted or error-free; that our social media sites will be secure; or that information on our social media sites will be complete, accurate or timely.

If anyone brings a claim against us related to Your actions or contributions, You will indemnify and hold us harmless from and against all damages, losses, and expenses of any kind (including reasonable legal fees and costs) related to such claim.

To the fullest extent permitted under applicable law, You understand and agree that we shall not be liable for any direct, indirect, incidental, special, consequential, punitive, or any other damages relating to or resulting from Your use of or inability to use our social media sites. These include damages for errors, omissions, interruptions, defects, delays, computer viruses, Your loss of profits, loss of data, unauthorized access to and alteration of Your transmissions and data, and other tangible and intangible losses. This limitation applies regardless of whether the damages are claimed under the terms of a contract, as the result of negligence, or otherwise, and even if we or our representatives have been negligent or have been advised of the possibility of such damages.

Your Privacy

To find out more about how we handle information about you, including what information we collect, the purposes for which we use it, with whom we share it, and how we protect your privacy, please read in advance consumer privacy notice.

Changes to these Terms

We may amend these Terms from time to time without any notice. We encourage You to check these Terms each time You access and use our Social Media Accounts in order to stay up-to-date. If you then continue to use our Social Media Accounts, Your use will mean you accept the updated Terms. The date at the top of this page shows when these Terms were last updated.

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The laws of Switzerland govern these Terms and Your use of our social media sites, and You irrevocably consent to the exclusion jurisdiction of the competent courts located in Lausanne, Switzerland, without regard to any international conflict of law provisions, and to the exclusion of the 1980 U.N. Convention on Contracts for the International Sale of Goods.

Right to Assign, No Waivers, Severability

PMI may assign its rights and duties under these Terms to any party at any time without notice to You, unless notice to You is required by applicable law, but this will not affect Your rights or our obligations under these Terms.

Our failure to insist upon or enforce strict performance of these Terms is not a waiver of any of these Terms or PMI’s rights. Users should always assume these Terms apply.

If any provision in these Terms is held invalid or unenforceable, the remainder of these Terms shall continue to be enforceable.

Thanks for reading. Please enjoy our community!

Usluga Pametna zamjena na IQOS web shopu

Ovi se Uvjeti primjenjuju uz Uvjete prodaje u slučaju odabira usluge Pametna zamjena odnosno narudžbe uz uslugu Pametna zamjena. Uvjeti prodaje primjenjuju se pri narudžbi uz Pametnu zamjenu, stoga je važno da ih prethodno pročitate.

Ako se ne slažete s ovim Uvjetima (ili ih se ne možete pridržavati), ne smijete upotrebljavati uslugu Pametna zamjena.

Ovi Uvjeti ne mogu ni na koji način biti izmijenjeni s vaše strane.

Vaše korištenje usluge Pametna zamjena podložno je našim pravilima i možemo odbiti vaše sudjelovanje ili možemo otkazati vaše pravo na korištenje usluge Pametna zamjena iz bilo kojega razloga, uključujući kršenje ovih Uvjeta.

Također, zadržavamo pravo na izmjenu ovih Uvjeta uz obavijest o tome u bilo kojemu trenutku. Ako se ne slažete s takvim izmjenama, ne smijete upotrebljavati uslugu Pametna zamjena. Ako koristite uslugu Pametna zamjena, smatra se da ste upoznati s uvjetima i da se s istima slažete.

Usluga Pametna zamjena (Usluga) na IQOS web shopu je namijenjena punoljetnim korisnicima IQOS ili lil uređaja, registriranim u korisničku bazu društva PHILIP MORRIS ZAGREB d.o.o. (Korisnička baza), a koji imaju registriran IQOS ili lil sustav na svom korisničkom profilu (Korisnik). Usluga omogućava vraćanje IQOS ili lil uređaja u zamjenu za vrijednosnu karticu.

Sljedeće modele IQOS uređaja moguće je zamijeniti za vrijednosnu karticu u okviru Usluge:

•   IQOS 2.4, IQOS 2.4 PLUS, IQOS 3, IQOS 3 DUO i IQOS ORIGINALS DUO sustavi (sudjelovanje moguće samo uz predaju držača i džepnog punjača pripadajućeg sustava) te lil SOLID 2.0, lil SOLID EZ i IQOS 3 MULTI uređaj.

Sudjelovanje je moguće samo uz povrat držača i džepnog punjača koji pripadaju istom IQOS sustavu, osim ako se radi o IQOS ili lil uređaju koji se sastoji od jedne komponente.

Korisnici mogu ostvariti Uslugu ako kumulativno ispunjavaju sljedeće uvjete:

•    punoljetni su i registrirani Korisnici
•    vlasnici su IQOS ili lil uređaja neovisno o modelima dostupnim na hrvatskom tržištu  
•    IQOS ili lil uređaj, za koji koriste uslugu Pametna zamjena, registriran je pod njihovim korisničkim profilom
•    IQOS ili lil uređaj, za koji koriste uslugu Pametna zamjena, mora biti vraćen kao cijeli sustav, odnosno uz predaju držača i džepnog punjača koji pripadaju istom sustavu, osim ako se radi o IQOS ili lil uređaju koji se sastoji od jedne komponente
•    prilikom korištenja usluge Pametna zamjena na IQOS web shopu, uređaj koji se vraća bit će prikupljen prilikom dostave nove narudžbe te serijski brojevi komponenti uređaja koji se vraća moraju biti isti onima koji su navedeni tijekom ostvarivanja usluge Pametna zamjena na IQOS web shopu. U slučaju da serijski brojevi ili uređaj pri povratu ne odgovaraju, registriranom korisniku bit će onemogućeno korištenje usluge Pametna zamjena do kraja kalendarske godine. 
 

U slučaju ostvarenja gore navedenih uvjeta, pri korištenju usluge Pametna zamjena, registrirani korisnik će dobiti vrijednosnu karticu u iznosu od 10 EUR 10 (u zamjenu za vraćeni IQOS ili lil uređaj).

Vrijednosna kartica može se iskoristiti isključivo prilikom kupnje IQOS ILUMA uređaja: IQOS ILUMA i ONE, IQOS ILUMA i, IQOS ILUMA i PRIME te IQOS ILUMA.

Korisnik koji nije kupio uređaj u Hrvatskoj i koji nije registriran u Korisničkoj bazi može ostvariti pravo na Uslugu ako je rezident u Republici Hrvatskoj te ima valjanu adresu u Hrvatskoj i broj hrvatskih mobilnih mreža te se registrira u Korisničku bazu kao i svoj IQOS ili lil uređaj na Korisnički profil (povezati može bilo koji uređaj, neovisno o modelima dostupnim na hrvatskom tržištu).

Registrirani Korisnik može iskoristiti pravo na uslugu Pametna zamjena najviše 2 puta unutar jedne kalendarske godine.

U sljedećim okolnostima IQOS i lil uređaji neće biti prihvatljivi za sudjelovanje u Usluzi:

•    ako je šteta na uređaju prouzročena neispravnom upotrebom, stvarnom ili pokušanom modifikacijom ili izmjenom uređaja, prenaponom;
•    ako se radi o uređaju s izmijenjenim, oštećenim ili uklonjenim serijskim brojem;
•    ako su uređaji otvoreni, servisirani, modificirani ili izmijenjeni na način koji društvo Philip Morris nije dopustilo.

Nakon korištenja usluge Pametna zamjena Korisniku nije moguće omogućiti povrat starog uređaja koji je dao u zamjenu za vrijednosnu karticu. Zamijenjeni odnosno predani uređaj u zamjenu za vrijednosnu karticu prestaje biti vlasništvo Korisnika u trenutku primitka vrijednosne kartice od strane trgovca te uređaj postaje vlasništvo treće osobe.

Postupak ostvarenja Usluge na IQOS web shop-u:

U katalogu proizvoda unutar IQOS web shopa, IQOS ILUMA sustavi (IQOS ILUMA i PRIME, IQOS ILUMA i, IQOS ILUMA i ONE te IQOS ILUMA) i na stranici koja se odnosi na uslugu Pametna zamjena https://hr.iqos.com/hr/iluma-pametna-zamjena , Korisnik ima mogućnost pokretanja usluge Pametna zamjena odabirom aktivacijskog polja Naruči uz Pametnu zamjenu.

U izborniku Moji uređaji u sklopu sekcije Moj račun, registrirani Korisnik ima pregled svih registriranih uređaja na svom profilu te ima mogućnost pokretanja usluge Pametna zamjena odabirom uređaja koji želi zamijeniti za vrijednosnu karticu.

Nakon pokretanja usluge Pametna zamjena, Korisnik može odabirati jedan IQOS ILUMA uređaj (IQOS ILUMA i PRIME, IQOS ILUMA i, IQOS ILUMA i ONE te IQOS ILUMA).

Vrijednosna kartica će se automatski primijeniti u košaricu.

Ako Korisnik u košarici na IQOS web shop-u ima druge proizvode, pokretanjem Usluge košarica će biti automatski ispražnjena te će biti namijenjena isključivo za omogućavanje korištenja Usluge.

Ako Korisnik želi naručiti iste proizvode koje je u košarici imao prije pokretanja Usluge može ponoviti redovnu narudžbu na IQOS web shopu. Dostava je besplatna za iznose kupnje iznad 19 EUR€. Ako je vrijednost narudžbe manja od 19 EUR€ trošak dostave snosi kupac.

Za završetak narudžbe potrebno je upisati točne podatke za dostavu i odabrati jednu od dostupnih metoda plaćanja prema Uvjetima prodaje.

Nakon uspješne dostave IQOS ILUMA uređaja, usluga besplatnog povrata starog uređaja bit će organizirana od strane dostavne službe o čemu ćete biti prethodno obaviješteni.

U sklopu dostavnog pakiranja nalazi se omotnica namijenjena za povrat starog uređaja. Potrebno je pripremiti IQOS ili lil uređaj odabran za povrat kroz uslugu Pametna zamjena za dostavnu službu koja će ga preuzeti prilikom usluge povrata starog uređaja.

Prilikom ostvarivanja Usluge na IQOS web shopu, uređaj koji se vraća u okviru Usluge bit će prikupljen prilikom dostave nove narudžbe te serijski brojevi komponenti uređaja koji se vraća moraju biti isti onima koji su navedeni tijekom ostvarivanja Usluge na IQOS web shopu. U slučaju da serijski brojevi ili uređaj ne odgovaraju, Korisnik više moći koristiti Uslugu do kraja kalendarske godine. 

U slučaju problema ili nejasnoća tijekom narudžbe Korisnik može kontaktirati Centar za korisničku podršku na adresu e-pošte [email protected]  ili na broj telefona 0800 91 53.

Pametna zamjena putem ugovorenih partnera u ime Korisnika

Usluga Pametna zamjena moguća je i putem navedene korisničke podrške tijekom telefonskog razgovora uz prethodno iskazanu želju i suglasnost registriranog Korisnika. Prilikom telefonskog razgovora zaposlenik korisničke podrške može kreirati narudžbu uz Pametnu zamjenu elektronskim putem u ime Korisnika/kupca narudžbom proizvoda prema odabiru i uputi Korisnika. Prije odabira korištenja ove mogućnosti, Korisnik potvrđuje da je upoznat s Uvjetima korištenja web stranice https://hr.iqos.com/, a osobito Uvjetima prodaje. Korisnik će biti upoznat s glavnim obilježjima proizvoda i iskazanoj cijeni, kao i sa svim ostalim relevantnim informacijama prije narudžbe uz Pametnu zamjenu.

U slučaju da Korisnik iskoristi ovu mogućnost pri narudžbi uz Pametnu zamjenu, jedini mogući način plaćanja je plaćanje pouzećem.

Firmware Licence Agreement

You must read this document carefully along with the user guide before using your IQOS device (“Device”) for the first time. This firmware licence agreement (“Agreement”) is between you ("you") and Philip Morris Products S.A. (“PMI”) and governs your use of the firmware (the software and instructions recorded in the memory) that operates with the Device ("Firmware"). No other person shall have any rights to enforce any of these terms.

If you download and install the Firmware or connect or otherwise use the Device, you are indicating that you have read and understood, and agree to be bound by, the terms of this Agreement. If you do not agree to the terms of this Agreement, you should not download the Firmware, you are not granted any rights whatsoever in the Firmware and you should not use the Device.

THESE TERMS

Licence. Subject to the terms of this Agreement PMI grants you a non-exclusive, non-transferable right to run the Firmware provided within the Device and any updated versions downloaded by you only on and as incorporated in the Device.  Such a right is for domestic and private use only.

Restrictions. You must not:

1. copy or distribute, sublicense, sell, lease, rent or otherwise exploit (either commercially or without charge) or transfer the Firmware (either alone or as incorporated into the Device) to any third party without PMI’s prior written consent;
2. modify, adapt, alter, translate, or create derivative works from the Firmware(unless permitted to do so by law);
3. decompile, disassemble, reverse engineer or otherwise derive source code, or attempt to derive source code, from the Firmware (unless permitted to do so by law); or
4. allow a third party to do any of the above on your behalf.

Who owns the Firmware? The Firmware and all intellectual property rights associated with it are the exclusive property of PMI (or its licensors), except for OSS Components (which are licensed on the basis set out below). All rights in and to the Firmware not expressly granted to you in this Agreement are reserved by PMI.

Updates to the Firmware. PMI reserves the right to update the Firmware from time to time in its sole discretion, including adding, changing or removing functionalities and features. PMI is under no obligation to provide any updates to the Firmware.

Open Source Software. You understand that the Firmware may contain open source libraries, components, utilities and software (“OSS Components”). Further details of the relevant OSS Components contained in the Firmware are set out in the Appendix below. The OSS Components are provided subject to the licence terms and conditions applicable to such OSS Component (“OSS Licences”) as further detailed in the Appendix below. In the event of any conflict between the terms of this Agreement and an OSS Licence, the OSS Licence shall prevail in relation to the applicable OSS Component (only).

Export restrictions. You acknowledge that the Firmware may be subject to applicable import and export regulations, in particular in the United States and of the countries in which each party transacts business, specifically including U.S. Export Administration Act and Export Administration Regulations. You shall comply with any such laws and regulations as may be applicable.

Use of data. You understand and agree that PMI may, within the limits of applicable local law, collect certain technical, diagnostic and usage data relating to the Device, including as set out in https://www.pmiprivacy.com/.

Disclaimer. The Firmware is provided "as is," without any warranty. PMI disclaims all warranties, oral or written, express, implied, arising from course of dealing or use of trade, or by law. In addition to the previous sentence, the disclaimers set out in the relevant OSS Licences shall apply in relation to the applicable OSS Component.

No warranty. Any and all other warranties, including implied warranties of merchantability, fitness for a particular purpose, title, noninfringement of third party intellectual property rights, and accuracy are expressly excluded. You shall not have the right to make or pass on and shall take all measures necessary to ensure that neither you nor any of your distributors, agents, or employees shall make or pass on any warranty or representation on behalf of PMI to any third party.

Devices are for domestic and private use only. PMI will not have liability to you for any loss of profit, loss of business, loss of earnings, business interruption, or loss of business opportunity arising out of, or in connection with the Firmware or your use of the Firmware.

What is PMI liable for? In no event will PMI or its suppliers' total cumulative liability relating to the Firmware exceed the purchase price of the Device. Some jurisdictions do not allow the exclusion of implied warranties or limitation of liability for certain incidental or consequential damages. In these instances, the exclusions set out above may not apply to you.

PMI does not exclude or limit its liability to you if it would be unlawful to do so.  This includes liability for death or personal injury caused by PMI’s negligence, fraud, or breach of your consumer rights.

OTHER IMPORTANT TERMS

If you breach this Agreement, your rights to use the Firmware end. This Agreement terminates automatically if you breach any term of this Agreement. Upon the termination of this Agreement, you must stop using the Firmware and destroy all copies of the Firmware in your possession. PMI may require you to provide evidence in writing that you have complied with your obligations under this heading.

PMI may transfer this Agreement to someone else. PMI may transfer its rights and obligations under this Agreement to another organisation. PMI will contact you to let you know if it plans to do this.

You need PMI’s consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under this Agreement to another person if PMI agrees to this in writing.

If a court finds part of this Agreement illegal, the rest will continue in force. Each of the paragraphs of this Agreement operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if PMI delays in enforcing this Agreement, PMI can still enforce it later. If PMI does not insist immediately that you do anything you are required to do under this Agreement, or if PMI delays in taking steps against you in respect of your breaking this Agreement, that will not mean that you do not have to do those things and it will not prevent PMI taking steps against you at a later date. For example, if you fail to pay and PMI does not chase you but continues to provide the Device, PMI can still require you to make the payment at a later date.

Which laws apply to this Agreement and where you may bring legal proceedings. This Agreement is governed by the laws of the jurisdiction in which the Device is sold.

Licences:

Component:CMSIS

Copyright (c) 2009-2017 ARM Limited. All rights reserved.

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
3. Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Component: CMSIS Device

Copyright ARM Limited - STMicroelectronics

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
3. Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Component: STM32L0 HAL

Copyright STMicroelectronics

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
3. Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Accessibility Statement

PMI is committed to ensuring that our website and digital services are accessible to all legal age consumers of tobacco and nicotine products, including those with disabilities. We are undertaking a comprehensive review of our website and digital content to achieve conformance with the Web Content Accessibility Guidelines (WCAG) 2.2 and aiming at Level AA.

Accessibility is integral to our commitment to inclusion and equal access. We are actively working to identify, address, and remove barriers that may impede the accessibility of our online services. Our goal is to provide an inclusive, user-friendly experience for all legal age customers.

We welcome feedback on the accessibility of our website. Should you encounter any accessibility barriers or wish to provide input, please do not hesitate to contact us at [email protected].

Thank you for your continued trust in IQOS.com.