Warranty & Replacement of device and accessories

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A man sitting outside holding an IQOS device.

We'll cover your IQOS with a 3 year warranty

The warranty period depends on the country in which you purchase your IQOS. For example, here in Spain you will get a three-year warranty, meaning we will repair or replace any faulty or faulty device within 3 years.

A man wearing glasses reading a warranty brochure.

What do we cover with the IQOS warranty?

The Philip Morris International entity listed under the heading "Customer Service" will repair or replace, depending on deems appropriate (without affecting the rights that legally correspond), any defective component in terms of material or quality, as long as the device is used according to the IQOS ™ User Manual, which is subject to the right of guarantee and provided they are subject to a valid claim within three years of purchase. The provisions of this warranty are only valid in the country of purchase.

What does accidental damage coverage cover?

If your device sustains accidental and inadvertent damage affecting the functionality of your device that is not caused by misuse or reckless behavior, it may be eligible for a replacement. In your case, you will have the right to a change in your device and another in your pocket charger during the warranty period of your device (three years from the date of purchase).

What is not covered by the IQOS warranty?

The following assumptions are excluded from the terms of this guarantee:

Damage caused by normal use.
Cosmetic damage (such as scratches, dents, or plastic breaks).
Damage caused by misuse, electrical overload, improper handling, contact with liquids or fire.
Malfunction due to use with non-compatible products.
Damage or malfunction caused by attempts to open, modify or repair, either by the user or a supplier not accredited by the manufacturer.
Damage or malfunction caused by not using the device as specified in the corresponding IQOS User Manual.
Normal deterioration of battery performance, unless failure occurs due to a defect in material or workmanship.

What does accidental damage coverage not cover?

You are not entitled to a replacement device when any of the following circumstances apply:

Damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the device, overvoltage.
Devices with a serial number that has been altered, erased, or removed.
Devices that have been opened, repaired, modified, or tampered with in a manner not authorized by Philip Morris.
The loss or theft of your device.
Cosmetic damage to your device that does not affect the functionality of the device, including cracks, scratches, dents, broken plastic in ports, and discoloration.
Improper handling or contact with liquids, damage by fire, flood or natural disaster, war, or terrorism.
Malfunction due to use with an unsupported product.
Damage or malfunction caused by lack of use as described in the associated IQOS User Guide.
Failure due to defects in materials and / or workmanship and / or design; however, such failures may be covered separately, either by your consumer rights or by the IQOS warranty which is in addition to and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

A woman holding a smart phone in her left hand and an IQOS device in her right hand.

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 contact our Customer Care service available Monday to Friday from 9 a.m. to 9 p.m. Saturday and Sunday from 9 a.m. to 6 p.m. (1 hour less in Canary Islands) and we will help troubleshooting any problems with your device.

If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

Fast and free IQOS replacement*.
International coverage with IQOS support and IQOS device replacement services wherever you are in the world.
Extended IQOS warranty, in case you accidentally damage your device*.
Access to limited editions and exclusive offers*.

If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.

*Terms and conditions apply.

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