Warranty service
Register your IQOS device and find technical information:
- Warranty and 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
- Stay tuned
When you buy IQOS device in IQOS Service centers, it's automatically registered so you can start your digital experience from day 1.
International assistance, for support wherever you are in the world
International assistance, for support wherever you are in the world Covering 39 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible.
Are you abroad and need help with your IQOS device?
Not to worry, our international assistance team is only a call away. Just call 0 800 003 003 *Some fees may apply, please speak to your network operator.
How do you get access to the IQOS international assistance service?
You just need to have registered to IQOS and linked your device to your account before you leave.
Where in the world are you covered by IQOS international assistance?
IQOS international assistance is available in 39 countries
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 warranty 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.
What do we cover with the IQOS Warranty
The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) 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?
The following aren't covered by the IQOS warranty:
a) In case you lose your device
b) Damage caused by normal wear and tear
c) Cosmetic damage (such as scratches, dents, broken plastic etc)
d) Damage caused by misuse, power surge, improper handling, liquid contact or fire
e) Malfunction caused by using the device with non-compatible products
f) Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
g) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide
* When your device is accidentally damaged and still under warranty
** A one-time replacement per calendar year and per person registered on our customer base for any damage not covered by the initial IQOS warranty but covered under an extended IQOS warranty (IQOS Care Plus). If your device is replaced, only the original warranty when you first bought the device is valid.
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 quick, just contact our Customer Care service available Everyday from 10 a.m. to 8 p.m. and we will help troubleshooting any problems with your device.
If you didn't buy your device in our country, 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.
Visit our IQOS Facebook page and chat with one of our experts
Everyday - Friday 10:00 - 19:00
Everyday - Friday 10:00 - 19:00