Warranty and device replacement.

We'll cover your IQOS with a 12-months warranty.
IQOS has a one-year warranty from the date of purchase, which covers anything 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.

What do we cover with the IQOS warranty?

The customer service team will 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 IQOS warranty?

1. Damage caused by normal wear and tear
2. Cosmetic damage (such as scratches, dents, broken plastic etc.)
3. Damage caused by misuse, power surge, improper handling, liquid contact or fire
4. Malfunction caused by using the device with non-compatible products
5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
6. Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

How to make a claim for an IQOS replacement.

Even products of the highest quality can sometimes stop working. Do you want to make a claim? You can do it online with ease. If you have registered your device in your account then follow the instructions below. If you do not have a registered device then find the instructions here. Alternatively, you can contact the Customer Service team which is available from Monday to Sunday from 9 am. until 11 pm to undertake your request.
Contact us

Register your IQOS device and unlock great advantages like:

Sing in your IQOS account and navigate to the “My devices” section. Register your device and start enjoying:

- Online diagnostics tool
- Device replacement*
- Warranty tracker

* Valid for devices with active warranty

In addition, you have access to unique support services, such as the Accidental Damage service.

If you buy your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one."
Register now
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 visit an IQOS store or contact the Customer Service team daily from 09:00 to 21:00 and Saturday 10:00 - 18:00 to pick up your request.
Visit our IQOS Facebook page and chat with one of our experts

Mon-Fri: 09:00 - 21:00 & Saturday: 10:00-18:00

Find a local IQOS shop with our store locator.

Want to speak to one of our IQOS support expert? No problem call us at 8000 8803

Mon-Fri: 09:00 - 21:00 & Saturday: 10:00-18:00

These products are not risk-free and provide nicotine, which is addictive. Only for use by adults.