Post-purchase care and Support Services

Last updated: [20.09.2025]

 

  1. 1. Application of Terms/Eligibility

1.1 These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections below (Services). You should read these Terms carefully as they affect your legal rights and govern your relationship with [Philip Morris Georgia LLC, legal address: Saarbrucken square, 0102, Tbilisi, Georgia] (Philip Morris)

1.2 Seller - LLC GDI a company organized and existing under the laws of Georgia, with registered offices at N3A Giorgi Mdivani Str.,0120, Tbilisi, Georgia,

1.3 You may be eligible for the Services only if: (i) you are an IQOS user aged [18 years] and over and you are registered in our IQOS consumers database; and (ii) your main residence is in Georgia, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center or at IQOS store;

1.4 By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms.

1.5 No modification of these Terms by you is permitted unless Philip Morris expressly agrees in writing.

1.6 Your use of the Services is at our discretion, and we may refuse your application to use, or we may terminate your right to use for any reason including if you breach any of these Terms.

1.7 We also reserve the right to amend these Terms and the Services at any time.

  1. 2. Eligible Devices/Registration

2.1 The following Device models are eligible for the Services (except for Accidental Damage):

(a) IQOS ORIGINAL DUO, IQOS ORIGINALS MULTI

(b) IQOS ILUMA PRIME, IQOS ILUMA, IQOS ILUMA ONE

(c) IQOS ILUMA i PRIME, IQOS ILUMA i, IQOS ILUMA i ONE

(d) LIL EZ, LIL Solid 2.0

(e) Any other IQOS heat-not-burn device which has been commercialized by  Philip Morris in the country of purchase and registration.

2.2 Starting 20th of September, 2025 Accidental Damage is available only for IQOS ILUMA i PRIME devices. Any IQOS ILUMA i Device purchased prior to this date will be subject to the policy in place at the time of Device purchase.

2.3 The Device must have a readable and valid serial number.

2.4 In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up to date. If you do not complete the mandatory fields in the application form (such as, for example, age, smoker status, and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information Philip Morris reserves the right to refuse to provide the Services to you.

2.5 You may decide to deregister your Device at any time. This will void the remaining duration of Voluntary Warranty Services. Subsequent registration of the Device on the same or another account will be granted the remaining balance of Services period.

2.6 Your use of the Services is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the Services.

  1. 3. Term and Termination

3.1 You may use the Services only within the duration of your manufacturer warranty period and Voluntary warranty, if applicable, in the country of purchase.

3.2 Philip Morris may refuse to provide the Services to you if you breach any of these Terms.

  1. 4. Warranty

(a) All IQOS devices are covered by a manufacturer’s warranty for two years from the date of purchase. The warranty terms and consumer protection rights established by Georgian legislation apply to these devices.

(b) To obtain warranty services—whether under the manufacturer’s warranty or the voluntary warranty—you must provide proof of purchase. If the customer is unable to present a proof of purchase (e.g., a receipt), the warranty period will be calculated from the device's production date, which is indicated on the packaging.

(c) The Seller shall replace the faulty devices from available stock of devices via same functionality and serial/model. In case the product is unavailable, a device will be offered based on availability. The proposed version must be technically compatible.

(d) You must: report your claim to Philip Morris as soon as possible from the date your Device suffers Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

(e) You may also make a claim via the customer service center by calling the number provided at www.iqos.com for your country of residence and providing the same information detailed in this section, or by presenting the device directly at an official IQOS store.

 

4.1.  Voluntary warranty

(a) Subject to Device registration, you will be granted with up to 2 years of Voluntary warranty in total, starting from the device purchase date. To register a Device purchased a proof of purchase is required.

(b) Existing Voluntary warranty is available for IQOS Devices purchased before 20th of September, 2025. Updated voluntary warranty terms will apply to IQOS Devices purchased after 20th of September, 2025

(c) Accidental Damage- If your IQOS Iluma i Prime Device- purchased as a complete KIT rather than as separate components- suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement of one component of the Device (either a charger or holder) as described in this paragraph.

(d) You must give the damaged component to IQOS official store representative and you will be provided with a replacement component of the same type equivalent to a new component in performance. If a replacement component of the same type is not available, a component, in the same category, which is at least functionally equivalent will be provided as a replacement.  to IQOS official store representative will keep the replaced component and provide a new, functioning component.

(e)  Accidental damage coverage does not apply to IQOS ILUMA I PRIME devices purchased as individual components rather than as part of a complete KIT.

4.2  Limitations from Accidental Damage:

(a) You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement Device.

(b) You are limited to one replacement Device for Accidental Damage for each registered Device.  After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this program will cease. However, you can still receive the remaining Services for your Device until the end of your warranty term.

(c) You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch of this Service in your country of residence or where any of the following circumstances are applicable:

(i) any product that is not an eligible Device as per the list contained in paragraph 2.1;

(ii) damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(iii) Devices with a serial number that has been altered, defaced or removed;

(iv) Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris

(v) the loss or theft of your Device;

(vi) cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;

(vii) damage or failure caused by normal wear and tear and/or usage of the Device;

(viii) damage from fire or flood, or natural disaster, war, terrorism, or acts of God;

(ix) malfunction due to use with non-compatible product; 

(x) damage or malfunction caused by failure to use as described in the associated IQOS User Guide; or

(xi) failure due to defects in materials and/or workmanship and/or design; however, such failures are managed separately by legislation.

5. International Assistance

5.1 Service Availability

If you are traveling to a country where IQOS/lil Devices are commercialized by Philip Morris, its affiliates, or authorized partners (excluding the United States), you have access to International Assistance. This service includes:

  • • Troubleshooting support from experienced Device agents;
  • • If required, replacement of your Device in the following cases:
    • (i) If the Device meets the conditions defined in these Terms;
    • (ii) If the Device has material or workmanship defects when used in accordance with the IQOS/lil Device User Guide.

 

5.2 Service Terms

  • • Service terms, availability of Device components, and response times may vary by country.
     • This service does not affect your statutory rights or the rights provided under the voluntary warranty applicable in the country of purchase.

    5.3 Making a Claim under International Assistance
    a. To make a claim, the user must:
  • Contact the Customer Service Center at: 00-41-21547888 or 00-800-25592559  Or use the Viber chat support
  • Provide the following information:
    1.The serial number of the affected Device;
    2.Description and cause of the damage;
    3.Any error messages (if applicable);
    4. Actions taken before the issue occurred and any steps attempted to resolve it.

If requested, provide proof of purchase.

b. Philip Morris will determine whether the claim meets the criteria for Device replacement. If approved, the replacement will be provided as follows:

Carry-in service — Return the affected Device to an IQOS store or service point, where the damaged Device will be retained and a replacement Device will be issued.


6. Other Services

6.1 Information and guidance related to the Device usage provided digitally;


7. Your Obligations.

You agree:

(a) not to misuse the Services;

(b) to keep your registration information safe and secure;

(c) where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and

(d) to comply with applicable law.

8. Warranties/Limitation of Liability

8.1  As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.

8.2 Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your use of the Services.  Philip Morris shall not be liable for any of the losses described in this paragraph 7.2 even if you have informed Philip Morris of the possibility of such losses.

8.3 You are not eligible for the services provided in this document, if any of the following circumstances are applicable:

(i)  any product that is not an eligible Device as per the list contained in paragraph 2.1;

(ii)  damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(iii) Devices with a serial number that has been altered, defaced or removed;

(iv) Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris;

(v)  the loss or theft of your Device;

(vi) cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;

(vii) damage or failure caused by normal wear and tear and/or usage of the Device;

(viii) damage from fire or flood, or natural disaster, war, terrorism, or acts of God;

(ix) malfunction due to use with non-compatible product; 

(x)  damage or malfunction caused by failure to use as described in the associated IQOS User Guide; or

(xi)  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 voluntary warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

8.4 Nothing in this paragraph excludes any liability that cannot be excluded by applicable law.

  1. 9. Miscellaneous

9.1 None of the Services constitutes an insurance policy. 

9.2 The Services are currently provided free of charge.

9.3 Details of the processing of your personal data that you provide us are described in our Privacy Notice

9.4 These Terms are subject to the laws of the registered office of Philip Morris. Any legal dispute will be subject to the exclusive jurisdiction of the city in which  Philip Morris has its registered address. 

9.5 For questions, inquiries and contact information please refer to [Contact Us | IQOS Georgia or 0 800 003 003]

 

This product is not risk free. It provides nicotine, which is addictive. Only for use by adults.