Order Withdrawal Rights

We want you to shop with confidence. If you change your mind, you have the right to withdraw from your order within 14 days, without providing any reason.

Your Right to Withdraw
You have the right to cancel your order within 14 days from the date on which you received the products. To exercise your right of withdrawal, you must inform us of your decision in a within this 14‑day period, using one of the methods outlined below.

How to Submit a Withdrawal Request
You can contact us through any of the following channels:
    •     Live Chat: Start a conversation with the support team through cy.iqos.com
    •     Viber: us a message via IQOS official Viber channel here
    •     Call Center: Speak directly with a customer support representative at 8000 8803
    •     EMAIL: Complete the Withdrawal Form and send it via email to contact.cy@iqos.com

What to Include in Your Request
To help us process your request quickly, please include:
    •     First & Last Name
    •     Address
    •     Telephone Number
    •     Email
    •     Date of Purchase
    •     Order Number
    •     Order Date
    •     A clear statement that you wish to withdraw from your order

After You Submit Your Request
    •     The receipt of your request will be confirmed.
    •     You will receive instructions for returning the product(s), if required.
    •     You must return the product(s) within 14 days from the date of receipt of the products.

Refunds
    •     If you withdraw the order, all payments received from you will be reimbursed without undue delay and, in any event, within 14 days from the day of receipt
of your decision to withdraw.
    •     The return of the product(s) can be carried out at any IQOS store. If access to one of ΙQOS stores is not possible, please call at 8000 8803.
    •     Once the product(s) are received and inspected, a refund will be made.
    •     The refund will be made using the same payment method used for the purchase, unless otherwise agreed.

Important Notes
    •     The products must be returned in good condition, preferably in their original packaging.
    •     You may be liable for any diminished value of the products resulting from handling beyond what is necessary to establish their nature and functionality.
    •     Consumables (pods, tobacco and/or nicotine sticks) are excluded from the right of withdrawal if the packaging has been opened for hygiene reasons, .

If you have any questions, our customer support team is available through all the contact methods listed above.