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Warranty and benefits

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Girl unpacking her IQOS device

We'll cover your IQOS with a 12-months warranty.

IQOS has a one-year warranty from the date of purchase, which covers anything all functional issues. The warranty certificate is the receipt of the device purchase and the terms and conditions of the warranty are listed in detail in the user guide.

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Register your device and unlock more benefits.

Sing in your IQOS account and navigate to the “My devices” section. Register your device and start enjoying:

  • Online diagnostics tool
  • Device replacement*
  • Warranty tracker

In addition, by registering with IQOS CLUB*, you enjoy unique support services, such as the Accidental Damage service.

*Access to IQOS CLUB is not available for Lil SOLID devices owners.

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

* Valid for devices with active warranty

Register now

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International assistance – IQOS 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.

Are you abroad and need help with your IQOS device?

Not to worry, our international assistance team is only a call away. Just call 00800 2559 2559 (from landline toll-free) or 0041 21547 8888 (from mobile with the fees of your network operator)

*In the recorded message, choose your country's code.

How do you get access to the IQOS international assistance service?

In order to access the service you will need to create your account at the, become a member of IQOS CLUB* and register your device before your departure.

*The International Assistance service is valid only for members of IQOS CLUB.

Where in the world are you covered by IQOS international assistance?

IQOS international assistance is available in the following countries:
Armenia, Bulgaria, Canada, Colombia, Croatia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Latvia, Lithuania, Moldova, New Zealand, Palestine, Netherlands, Poland, Portugal, Reunion Island, Dominican Republic, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Switzerland, Turkey, Ukraine, United Kingdom.

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.

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What do we cover with the IQOS warranty?

The customer service team will 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?

  • Damage caused by normal wear and tear
  • Cosmetic damage (such as scratches, dents, broken plastic etc.)
  • Damage caused by misuse, power surge, improper handling, liquid contact or fire
  • Malfunction caused by using the device with non-compatible products
  • Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS
  • Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

How to make a claim for an IQOS replacement

Even products of the highest quality can sometimes stop working.

Do you want to make a claim? You can do it online with ease. If you have registered your device in your account then follow the instructions here.

If you do not have a registered device then find the instructions here. Alternatively, you can contact the Customer Service team which is available from Monday to Sunday from 9 am. until 11 pm to undertake your request.

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