Warranty & Replacement

No, the provisions of the replacement are only valid in the country of purchase.

The warranty for IQOS devices is valid for two years from the purchase date.

The Philip Morris International group company listed under Customer Service will, at its option (without affecting your legal rights), repair or replace the base and charger of IQOS ILUMA products that are defective in terms of construction or material components, as long as the use of the IQOS device is based on the relevant Instructions and the components are not subject to a valid warranty.In the event that repair is not possible, a replacement will be made with a product or a similar part with corresponding functionality. To the extent permitted by local law, replacement color and model are subject to color and model availability. Warranty terms only apply in the country of purchase.

This warranty does not cover the following:
a) uninterrupted and error-free functionality of the product,
b) malfunction or damage caused by normal wear or otherwise due to the age of the product,
c) external wear (such as scratches, dents, broken plastics, etc.) that does not affect the functionality of the product,
d) damage due to unorthodox use, power surges, improper handling, contact with liquids or fire,
e)malfunction due to use with an incompatible product, manufactured either by Philip Morris International or third party manufacturers,
f)fault or malfunction due to an attempt to open, modify (including modifications to the firmware) or repair the device , either by the user or by a non-certified technical support organization,
g) damage or malfunction due to non-compliance with the device's Instructions for Use or in violation of the firmware exploitation agreement,
h) degradation of the product's battery performance. Batteries are consumable items and the degradation of their performance and their use over time do not constitute a defect in construction or materials and are excluded from this warranty,
i) a product that contains fully or partially original components,
j) product where serial numbers have been removed or altered, k) any malfunction due to the product's firmware, including where the product does not use the latest version of firmware, unless such malfunction is due to a defect in level of construction or materials,l) damages due to improper handling of the "automatic start" or "double press"* functions that do not affect the functionality of the product.

IQOS provides you with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met.

You can benefit from these services by registering your IQOS device.  

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

You can visit our store and contact our IQOS experts, we will help troubleshooting any problems with your device.

Voluntary manufacturer warranty is valid only in the country of purchase. It’s not directly enforceable in a third country.  

If you are travelling to a country where IQOS is sold, you can use the International Assistance line, if you are a registered customer.  

If your device has not yet been registered in another country, you can easily register it as you would register a device purchased in your home country. Once you have uploaded the proof of purchase, you will receive the full warranty. Unfortunately, if your device has already been registered in another country, we cannot provide you with the warranty.

IQOS has a one-year warranty from the date of purchase, which covers all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide inside IQOS package.