Warranty & Replacement of Device and Accessories

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An Obsidian Black IQOS ILUMA PRIME Pocket Charger and Holder.

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.

An IQOS device next to a closed IQOS box.

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:

malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product;
cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionallity of the product;
damage caused by misuse, power surge, improper handling, liquid contact or fire;
malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers;
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;
damage or malfunction caused by failure to use as described in the associated IQOS User Guide or in contravention of the firmware licence agreement;
product battery performance degradation. 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*;
product containing fully or partially non-genuine parts;
product for which serial numbers have been removed or altered;
any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware licence agreement (which is available here), the firmware is provided "as-is", without any warranty;

*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.

A smart phone next to an open IQOS box on a table

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

A Sunset Red IQOS ILUMA PRIME Pocket Charger and Holder.

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

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.

* When your device is accidentally damaged and still under commercial warranty
** A one-time replacement per calendar year and per person registered on iqos.com for any damage that is in scope of service Accidental damage coverage, and is not covered by the IQOS commercial warranty. If your device is replaced in scope of this service, only the original commercial warranty when you first bought the device is valid.