Warranty & Legal FAQs

As you are not travelling, you can call your local Customer Support Center in your country of residence. We advise you to register your device before calling in order that have a smooth and quick support from our agents.

The proposed device version will correspond to the version which is being available in the visited country at the time of the replacement request.

No. Your free replacement offered under this service will occur only after calling IQOS Customer Care toll free number and providing your temporary location address where the replacement device will be delivered.

Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).

Replacement is free for registered customers.

The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.

IQOS support service is available for adult IQOS consumers residing in and travelling within the following countries: Denmark, France, Germany, Greek, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, UK, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, La Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.

The symbol on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste. Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment. Amongst other, waste batteries can be returned free of charge at the point of sales. For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.

In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you.

Only registered IQOS consumers can benefit from the service. If your device is not registered, our Customer Care agents will be able to assist you with device registration prior to providing you with the support. We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.

Your home IQOS Customer Care will assist you for replacement when you are located in the country where your device is registered. For any device issues or inquiries while travelling within selected countries where IQOS is available, please contact the IQOS Customer Care toll free number +800 2559 2559.

If you need support while abroad, contact the IQOS Customer Care toll free number +800 2559 2559 for assistance. Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address). *Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)

The service is a free service that is made available to all registered IQOS consumers from selected countries where IQOS is available.

The service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.

The International Special Support Service is applicable only when all three of the following conditions are met: (i) you are an adult IQOS consumer from selected countries where IQOS is available; (ii) yourself and your IQOS device are registered in countries where IQOS is available; and (iii) you experience an issue with your IQOS Device when travelling within selected countries where IQOS is available, outside the country where there device is registered. You can find all the information here

If you are facing an issue with your device while travelling within EU or Switzerland, now you can benefit from our service, that includes (if possible), the damaged IQOS substitution.

Our dedicated contact center is here for you:
900 15 20 15
[email protected]

Working hours:
Monday to Friday: 09 - 21:00
Saturday - Sunday: 9.00 - 18.00
 

Visit us on our Facebook page, where you can ask questions about IQOS and find support if needed