Replacement policy and benefits
As a registered user of the IQOS device, you exercise all rights under consumer protection regulations, including the right to eliminate non-compliance of goods with the contract in accordance with the law and the nature of the device.
Services & Privileges offers a variety of benefits during the time of the seller's liability for non-conformity of the goods, and after that period ends. All you need to do is register your device and find out what are the benefits that Services & Privileges offer.
Services & Privileges offers a variety of benefits during the time of the seller's liability for non-conformity of the goods, and after that period ends. All you need to do is register your device and find out what are the benefits that Services & Privileges offer.
Terms and conditions
Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the replacement of your IQOS in the country where you bought in. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.
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 Saturday from 9 a.m. to 9 p.m. and Sunday from 10 a.m. to 6 p.m. 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 replacemet duration starting from the manufacturing date of the IQOS device components in question based on its own records.
Customer support
We're here to help you. If you need help, you can contact us by phone, email or Facebook.
International support, when you are abroad
We are at your disposal in 68 countries 24 hours a day, 7 days a week, whether you need customer support, troubleshooting or device replacement, all you have to do is contact us. We are here to help you solve a problem or find out what is wrong with your IQOS device. If the liability for the non-conformity of the goods covers the problem, we will replace your device as soon as possible.
Are you abroad and need help with your IQOS device? Don't worry, our international support team is just a call away from you.
Simply call +41 215 478 888. Charges are possible, so please check with your mobile operator.
How to access IQOS international support? You just need to register and connect the device to your account before you go on your journey.
In which countries is IQOS international support available?
IQOS international support is available in the following countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Greece, Guatemala, Netherlands, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, Lebanon, Lithuania, Latvia, Malaysia, Maldives, Monaco, Moldova, Mexico, North Macedonia, New Zealand, Montenegro, Philippines, Republic of South Africa, Canada, Kazakhstan, Korea, Germany, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Saudi Arabia, Northern Cyprus, Slovak Republic, Slovenia, South Africa, Spain, Serbia, Switzerland , Sweden, the United Kingdom, Ukraine and the United States of America.
Are you abroad and need help with your IQOS device? Don't worry, our international support team is just a call away from you.
Simply call +41 215 478 888. Charges are possible, so please check with your mobile operator.
How to access IQOS international support? You just need to register and connect the device to your account before you go on your journey.
In which countries is IQOS international support available?
IQOS international support is available in the following countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Greece, Guatemala, Netherlands, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, Lebanon, Lithuania, Latvia, Malaysia, Maldives, Monaco, Moldova, Mexico, North Macedonia, New Zealand, Montenegro, Philippines, Republic of South Africa, Canada, Kazakhstan, Korea, Germany, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Saudi Arabia, Northern Cyprus, Slovak Republic, Slovenia, South Africa, Spain, Serbia, Switzerland , Sweden, the United Kingdom, Ukraine and the United States of America.
You need help? Contact us.
We are here to help you across multiple channels.
Give us a free call on 0800 15 15.
Send us your query and we will respond within 24 hours.
Visit our Facebook page and chat with our IQOS Experts.
Follow us on Instagram and discover the latest on the IQOS community.
Find answers to frequently asked questions.
Find an IQOS store here.
IQOS is not risk-free and delivers nicotine, which is addictive. For adult use only.