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IQOS warranty

Garnet Red IQOS ILUMA i PRIME device, its charger and sunglasses on a blue fabric

  • IQOS warranty services

  • Advanced support services

  • Device care

  • FAQs for warranty service

  • User manuals and warranty terms

All about IQOS warranty

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When you buy an IQOS ILUMA, you are already covered by our IQOS commercial warranty for 1 year from the date of purchase. This will cover you for any manufacturing or material defects appearing in that period. This is different and in addition of any coverage given by statutory guarantees related to delivery of defective products you may have.

You can always reach out to IQOS specialists for help. Proof of purchase needed in case you have not yet registered the device to your profile.

It always pays off to register your device: you get additional benefits, and extended warranties enable personalized support related to your device.

All you need to do is to link your new device to your customer profile. If you do not have one, you can easily create it here.

See below a list of all benefits that come with your device registration. By the way, 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.

IQOS commercial warranty Advanced support services*
  • 1 year support for manufacturing defects from IQOS (Proof of purchase needed in case you have not registered your device to your profile)
  • 24/7 online support, tips and self-troubleshooting
  • Technical support via our contact centre and retail partner network (range of services and capabilities may vary)
  • All the benefits of IQOS commercial warranty
  • Accidental Damage coverage
  • International assistance
  • Personalized support for your device
  • Ongoing device care tips over newsletter**
  • Free shipping of replacement part
  • Fast shipping of replacement part


* Currently, the advanced support services is provided as a privilege of your IQOS CLUB membership.

** To be able to receive newsletters from IQOS team, you need to have enabled the communication consent from your profile. You may edit your preferences at the bottom of this page.

What do we cover with the IQOS warranty?

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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?

1. Damage caused by normal wear and tear

2. Cosmetic damage (such as scratches, dents, broken plastic etc.)

3. Damage caused by misuse, power surge, improper handling, liquid contact or fire

4. Malfunction caused by using the device with non-compatible products (sticks or accessories)

5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service

provider not accredited by IQOS 6. Damage or malfunction caused by failure to use as described in the associated IQOS user guide

7. Malfunction related to reduced device battery performance due to normal wear and tear.

What is advanced support services?

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The extended support package provides you with additional services with your participation in the IQOS CLUB.

See below why the extended support package is good for you:

IQOS commercial warranty Advanced support services*
  • 1 year support for manufacturing defects from IQOS (Proof of purchase needed in case you have not registered your device to your profile)
  • 24/7 online support, tips and self-troubleshooting
  • Technical support via our contact centre and retail partner network (range of services and capabilities may vary)
  • All the benefits of IQOS commercial warranty
  • Accidental Damage coverage
  • International assistance
  • Personalized support for your device
  • Ongoing device care tips over newsletter**
  • Free shipping of replacement part
  • Fast shipping of replacement part


* Currently, the advanced support services is provided as a privilege of your IQOS CLUB membership.

** To be able to receive newsletters from IQOS team, you need to have enabled the communication consent from your profile. You may edit your preferences at the bottom of this page.

Device registration

How do I get it?

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To gain access to advanced support services you need to become a member in IQOS CLUB privileges and rewards program.

Ensure your device is registered under your IQOS account before trying to enter IQOS CLUB. If you haven’t already registered your device, you can do so online at IQOS.com or offline at an IQOS store, it is easy and does not take a lot of time.

If you have further questions, feel free to reach out to us via LiveChat.

Through device registration you will be able to get access to personalized experiences* and services and you will be always updated with our commercial activities. In addition, you will get support with your IQOS device when you travel abroad, where IQOS is being commercialized.

* To be able to receive newsletters from IQOS team, you need to have enabled the personalized communication consent from your profile. You may edit your preferences at the bottom of this page.

Device registration

For how long does this package last?

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The package lasts 1 year counting from the day of your device purchase. Don’t forget to register your new device to your profile.

You can check the expiration date of the advanced support services package any time by visiting your devices’ section of your profile.

Self-diagnose your device

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Sometimes all you need is a quick fix. You can see very quickly online how to deal with any issue that arises with your IQOS or lil device.

All you have to do is visit the IQOS diagnostic tool and select your device:

Start here

Find out useful tips

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Our warranty covers a lot, but there are some things beyond our control, like battery technology limitations and individual user behaviours. Some experience variations do not necessarily point out to a product defect. You may find useful tips for optimal experience with your device. Click here and select your device.

What are the IQOS devices’ warranty terms & conditions?

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We provide a commercial warranty of 1 year from the date of your new device purchase covering pocket charger and holder. This is in addition of any coverage given by statutory guarantees related to delivery of defective products you may have.

But there is more: we offer Accidental Damage coverage for 12 months if you link your device to your profile. Simply click on this link if you haven't registered your device yet. Within minutes you are all set and done.

What is included in our commercial warranty?

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The commercial warranty will cover the repair or replacement of holder and/or charger of IQOS branded products that have a manufacturing defect, assuming the product is used in accordance with the associated IQOS user documents. Accidental Damage allows you to replace 1 holder and 1 charger within 12 months from purchase for user induced defects, if you are registered to IQOS CLUB and the “Extended warranty package” is active.

What’s not covered under our warranty services?

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The commercial warranty does not cover accessories, power adaptor or charging cables. Accidental Damage coverage does not cover defects with no impact on the functionality of the device e.g. scratch or discoloration.

For more details, please refer to the first section of “IQOS warranty services” of the current page.

What happens in case my device cannot be repaired?

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If a repair is not possible, we will provide you with a replacement of the product or equivalent device. To the extent permitted by law, the replacement color and/or model are subject to such color and/or model availability, depending on the country of your purchase.

How does the claim process work?

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Ensure the availability of proof of purchase or ensure that your device is being linked/registered under your profile. If you haven’t already registered your device, you may start here.

Follow the instructions here to claim your replacement.

Even if there is no proof of purchase and the device is not registered in your profile, you can see if your device is still covered by its commercial warranty. Contact us and we will help you with everything you need.

We reserve the right to apply a warranty period commensurate with the date of manufacture of its components, based on our records.

How can I check my warranty status?

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The simplest method is to link your device to your profile, giving you instant access, 24/7 to your warranty status.

Alternatively, you can contact our customer service team or visit us in your preferred IQOS store. We are happy to support you.

We are here for you.

We’re here for you in-store or at your fingertips. You choose.