Warranty and Replacement Policy

Customer support and benefits

What are the benefits of registration?

As a registered user of IQOS devices, you exercise all rights under consumer protection regulations, including the right to eliminate the non-compliance of the products with the contract in accordance with the law and the nature of the device.

IQOS provides various benefits during the seller's responsibility for product non-compliance, but also after. All you have to do is register your device and discover all the benefits that IQOS has to offer.

Terms and conditions

Services, availability of IQOS equipment and components, delivery and response times may vary by country. This service will not affect your right to compliance in the country where the IQOS device was purchased. If a part of the device is replaced, the new part becomes your property, while any old part of the device becomes the property of the entity that performed the replacement. Challenges with IQOS devices are defined in terms of material or workmanship, when used as described in the IQOS User Guide.

Facing challenges?

Even the best quality products can sometimes stop working, and we know how inconvenient it is when you can't use your IQOS.
Just contact our customer support on 0800 99 099 which is available from Monday to Saturday from 09:00 to 21:00 and we will help you overcome the challenge with your device.
If the device was not purchased on our website, please have proof of purchase with you.

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Customer support

We're here to help you. If you need help, you can contact us by phone, Email, Viber or Facebook.

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Register your IQOS device at iqos.com and unlock great advantages

- International support for IQOS devices abroad

- Access to limited editions and exclusive offers

- Access to our loyalty platform IQOS CLUB and much more.

International assistance, for support wherever you are in the world

Covering 68 countries and at your disposal 24/7, whether you need support or hangling troubleshooting , all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. We are here to help you solve the problem or find out what is wrong with your IQOS device.

Are you abroad and need help with your IQOS device?

Not to worry, our international assistance team is only a call away. Just call +41 215 478 888.

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 registered to IQOS and linked your device to your account before you leave.

Where in the world are you covered by IQOS international assistance?

IQOS international assistance is available in these countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Serbia & Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Costa Rica, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Germany, Greece, Guatemala, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, La Reunion, Lebanon, Latvia, Lithuania, Malaysia, the Maldives, Monaco, Mexico, the Netherlands, New Zealand, North Macedonia, Moldova, Monaco, Montenegro, the Netherlands, Palestine, the Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the United Arab Emirates, Turkish Cyprus, Ukraine, the United Kingdom and the U.S.