Warranty & Benefits
Your warranty period depends on which country you bought your IQOS in. All you need to do is to keep your receipt or take a picture of it as proof of purchase.
International assistance, for support wherever you are in the world
Covering 40 countries whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible.
Are you abroad and need help with your IQOS device?
Not to worry, our international assistance team is only a call away. Just call 0 800 20 22 22*
*Some fees may apply, please speak to your network operator.
How do you get access to the IQOS international assistance service?
You just need to have your IQOS registered before you leave.
Where in the world are you covered by IQOS international assistance?
IQOS international assistance is available in 40 countries.
The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.
What don't we cover with the statutory IQOS warranty?
The following aren't covered by the IQOS statutory warranty:
- Damage caused by normal wear and tear
- Cosmetic damage (such as scratches, dents, broken plastic etc)
- Damage caused by misuse, power surge, improper handling, liquid contact or fire
- Malfunction caused by using the device with non-compatible products
- Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
- Damage or malfunction caused by failure to use as described in the associated IQOS User Guide
* When your device is accidentally damaged and still under warranty
** A one-time replacement per calendar year and per person registered on iqos.com for any damage not covered by the IQOS statutory warranty. If your device is replaced, only the original statutory warranty when you first bought the device is valid.
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 5 p.m we will help troubleshooting any problems with your device.
If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the statutory warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.