Commercial Warranty for IQOS ILUMA i Devices

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Blue IQOS ILUMA i device above its charger

We'll cover your IQOS with a 1 year commercial warranty.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Croatia, you'll get 1 year commercial warranty from the day device was handed over to you. All you need to do is to keep your receipt or take a picture of it as proof of purchase.

Garnet Red IQOS ILUMA i PRIME device next to its charger, on a pile of notebooks

1 + 1 extended warranty

Register, connect your IQOS device within 30 days of purchase and get an additional year of warranty.* By connecting the device to your user account, you get advantages such as:

extended IQOS warranty, in case you accidentally damage your device**
fast and free IQOS replacement
international coverage with IQOS support and IQOS device replacement services

If you bought your IQOS device on our website, your device is automatically registered so all extra benefits are available to you from day one.

* Valid for IQOS ILUMA devices purchased after June 2, 2025.
** One-time replacement per device for any damage under the Accidental Damage service in accordance with program rules. After using this service, only the commercial warranty applies to the device. The service is available for all connected IQOS and lil devices purchased until June 2, 2025. and exclusively for IQOS ILUMA and PRIME devices purchased after June 2, 2025, if they are connected within 30 days of purchase.

Garnet Red IQOS ILUMA i PRIME device above its charger, on a table outside

What do we cover with the IQOS warranty

The Philip Morris International entity listed in warranty card under the heading of ‘Customer Care’, will, at its option (but without affecting your statutory rights), repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS User Guide and which are subject to a valid voluntary warranty claim. If repair is not possible, replacement will be provided with a product or respective component of equivalent functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. The provisions of this warranty are only valid in the country of purchase.

What is excluded from IQOS warranty?

The following are excluded from the terms of IQOS warranty:
a) uninterrupted and error dree functionality of the product;
b) malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product;
c) cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionallity of the product;
e) damage caused by misuse, power surge, improper handling, liquid contact or fire;
e) malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers;
f) damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer;
g) damage or malfunction caused by failure to use as described in the associated IQOS User Guide or in contravention of the firmware licence agreement;
h) IQOS holder and/or charger battery performance degradation. The holder and/or chager batteries are consumable parts and their performance degradation and use over time is not a manufacturing or workmanship defect and is excluded from this warranty*;
i) product containing fully or partially non-genuine parts;
j) product for which serial numbers have been removed or altered.

*For more information about battery performance, please see Important Information.

Additional legal rights for consumers

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase. In EU member states buyers may have rights and remedies against the seller for a longer period, at least two years, in respect to any defect existing at the time of delivery.

Garnet Red IQOS ILUMA i PRIME device next to its charger

How to make a claim for an IQOS replacement

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.
Do you want to make a claim? It's easy and quick, just contact our Customer Care Service available Monday to Friday from 8 a.m. to 8 p.m. Saturday and Sunday from 10 a.m. to 8 p.m. and we will help troubleshooting any problems with your device.
Please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the commercial warranty duration starting from the manufacturing date of the IQOS device components in question.

Contact Customer Service