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IQOS warranty
Our promise: Expert care anda convenient service experience.
IQOS warranty has got you covered.
We design and build IQOS with care. Every IQOS device comes with 1-year warranty*.
What's covered:
Device malfunction: We'll fix factory faults occurring during the warranty period.
Faulty components: We'll replace defective parts or materials.
Your remaining warranty will be transferred if you gift your IQOS to another adult user.
What's not covered:
Normal wear and tear, such as scratches and dents, etc.
Accidental damage on your part.
Theft or loss of your IQOS device.
Support for non-genuine parts.
Note: The full list and details of items not covered under IQOS warranty are in the downloadable user documents below.
*IQOS manufacturer warranty and support programs are in addition and without prejudice to all rights and remedies provided by the law. Terms and conditions apply.
+1 year extended warranty for IQOS ILUMA i series
Just bought your new IQOS ILUMA i device? The duration of the warranty can be extended by 12 months under one condition: Within 30 days after purchase you need to register your device online and login to IQOS CLUB.
Explore warranty by device
Select your device model to view the support services that are covered by its warranty.
Your device is covered with:
1 year commercial warranty
Upon your device registration and your first login to IQOS CLUB you enjoy:
+ 1 year extended commercial warranty
International assistance when you travel abroad
Accidental damage
Rapid & free delivery of replacement component
Useful documents
Got a device issue?
Start online troubleshooting to self-diagnose IQOS issues.
Your device is covered with:
1 year commercial warranty
Upon your device registration and your first login to IQOS CLUB you enjoy:
+ 1 year extended commercial warranty
International assistance when you travel abroad
Rapid & free delivery of replacement component
Useful documents
Got a device issue?
Start online troubleshooting to self-diagnose IQOS issues.
Your device is covered with:
1 year commercial warranty
Upon your first login to IQOS CLUB you enjoy:
International assistance when you travel abroad
Rapid & free delivery of replacement component
Useful documents
Got a device issue?
Start online troubleshooting to self-diagnose IQOS issues.
Simple care tips for optimal device performance.
Explore our online resources for easy solutions to common device issues. A simple reset or firmware update may be all that's needed for optimal performance.
In case the above solutions do not work, get in-person support at your nearest IQOS Store.
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.
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* |
|---|---|
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* 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:
See below why the extended support package is good for you:
| IQOS commercial warranty | Advanced support services* |
|---|---|
|
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* 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.
How do I get it?
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To gain access to advanced support services you need to register your device and login to IQOS CLUB within 30 days from purchase.
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.
Register device
For how long does this package last?
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The package lasts as long as your device's commercial warranty. See here which services are included depending on the device model and date of purchase.
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
All you have to do is visit the IQOS diagnostic tool and select your device:
Start here
Find out useful tips
+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 is the difference between commercial, voluntary, manufacturer and optional warranties?
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None! You may see the terms voluntary or optional to describe the IQOS warranty, which is officially called commercial. To see in detail what is included, select the "IQOS warranty services" section of this page.
What are the IQOS devices’ warranty terms & conditions?
+What is included in our commercial warranty?
+
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.
For more details, please refer to the first section of “IQOS warranty services” of the current page.
What is not included in our commercial warranty?
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The commercial warranty does not cover accessories, power adaptor or charging cables, as well as issues that may arise due to battery degradation over time.
Accidental Damage coverage does not cover defects with no impact on the functionality of the device e.g. scratch or discoloration. It covers accidents that make the device permanently non functional. .
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?
+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.
IQOS ILUMA i series
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Safety Warnings & Instructions for IQOS ILUMA i PRIME
Safety Warnings & Instructions for IQOS ILUMA i
Safety Warnings & Instructions for IQOS ILUMA i ONE
Warranty terms IQOS ILUMA i series
IQOS ILUMA series
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Safety Warnings & Instructions for IQOS ILUMA PRIME
Safety Warnings & Instructions for IQOS ILUMA
Safety Warnings & Instructions for IQOS ILUMA ONE
IQOS ILUMA Firmware Licence
Warranty terms IQOS ILUMA
IQOS 3 series
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Warnings & Instructions for IQOS 3
Warnings & Instructions for IQOS 3 Multi
Warnings & Instructions for IQOS 3 DUO
IQOS Plus series
+We are here for you.
We’re here for you in-store or at your fingertips. You choose.
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Live Chat
Send us your questions -
Facebook
Visit our page and chat to an IQOS expert
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Viber
Get in touch with us on Viber
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Email
Send us an email
contact.gr@iqos.com -
Store locator
Find a local IQOS shop with our store locator
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Phone
Give us a call on
800 111 4767 (from landline toll free)
210 4193 888 (from mobile)