Warranty & Replacement

With the purchase of any ΙQOS ILUMA i device, it is provided a 12-month voluntary warranty from the date of purchase of your new device, which covers the Pocket Charger and the Holder. This warranty differs from and in addition to any statutory warranty coverage for devices with defective components at the time of delivery.
There’s more: Additionally, it is provided Accidental Damage coverage for ILUMA i Prime devices, for 24 months, if you register your device with your profile. Just click this link if you haven’t registered your device yet.

The voluntary warranty covers the repair or replacement of the defective Holder and/or Pocket Charger of IQOS ILUMA i devices, provided the device is used according with the associated IQOS User Guide.

In addition, only for IQOS ILUMA i Prime devices and under the condition that your IQOS ILUMA i Prime device is registered with your profile, it is provided Accidental Damage coverage, which allows you to replace 1 Holder or 1 Pocket Charger (1 replacement per KIT) within 24 months of purchase for user-caused damage that is not a manufacturing or functional defect, provided your device is registered with your profile.

The voluntary warranty does not cover accessories, power adapters, or charging cables.

The Accidental Damage coverage does not cover defects that do not affect the functionality of the device, such as scratches or discoloration.

The following are excluded from the terms of IQOS warranty:

i. uninterrupted and error free functionality of the product.
ii. malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.
iii. cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product.
iv. damage caused by misuse, power surge, improper handling, liquid contact or fire.
v. malfunction due to use with noncompatible product, manufactured either by Philip Morris International or third-party manufacturers.
vi. 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.
vii. damage or malfunction caused by failure to use as described in the associated IQOS ILUMA i User Guide or in contravention of the firmware license agreement.
viii. IQOS ILUMA i holder and/or charger battery performance degradation. The holder and/or charger batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty.
ix. product containing fully or partially non-genuine parts.
x. product for which serial numbers have been removed or altered

Ιf your IQOS ILUMA i, IQOS ILUMA, VEEV ONE or Lil SOLID Ez device is covered by voluntary warranty, but 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.

Ensure you have your proof of purchase or that your IQOS ILUMA i device is registered to your profile. If not yet registered, you can do so online at iqos.com, offline at an IQOS store, or via the IQOS App. It’s quick and easy.

Without proof of purchase or registration, the warranty period can be determined based on the manufacturing date of your IQOS ILUMA i device components.

The easiest way is to link your IQOS ILUMA i device to your profile, giving you 24/7 access to your warranty status. Alternatively, contact us at the customer support line (80008803) or visit an IQOS store. We’ll be happy to assist.

If your IQOS ILUMA i device hasn’t been registered in another country, you can register it just like a locally purchased device, provided you have the proof of purchase. Contact us at (80008803) or visit an IQOS store. This is the only way to receive full optional warranty coverage.

Unfortunately, if your device has already been registered in another country, it is not covered by voluntary warranty in our country.

Voluntary warranty is valid only in the country of purchase and does not apply directly in a third country. However, if you are traveling to a country where IQOS ILUMA i devices are sold, you can use the international support line if you are a registered customer. Note: IQOS ILUMA, VEEV ONE, and Lil Solid Ez devices are not covered by the International Support Service.

If your IQOS ILUMA i device hasn’t been registered in another country, you can register it as if it were purchased locally, provided you have proof of purchase. Contact us at (80008803) or visit an IQOS store. This is the only way to receive full voluntary warranty coverage.

Unfortunately, if your device has already been registered in another country, it is not covered by voluntary warranty in our country.

Yes, you can replace a specific part of the IQOS ILUMA i, IQOS ILUMA, VEEV ONE or Lil SOLID Ez device, such as the Holder or Pocket Charger, if it is covered by the voluntary warranty. If you’re experiencing issues with any of these parts, contact us at (80008803) or visit an IQOS store. We’ll be happy to help.

None! We use different terms to describe IQOS commercial warranty depending on the medium through which we are communicating.