We want to support you to get the best out of your experience. So, if you ever experience any issues, don’t worry, all IQOS devices and accessories are covered by a 12-month warranty. This covers against faults or breakages during normal use. The IQOS warranty is in place to ensure every user can enjoy our products with guaranteed quality and assurance.
How does the IQOS warranty work?
All new IQOS devices and electrical accessories purchased from us directly online, over the telephone, in our IQOS stores or purchased from an IQOS Representative are covered by the IQOS guarantee. All you need to do is register your device.
By registering your IQOS device, you’ll benefit from the following:
Once your device is registered, you’ll be covered by our comprehensive and complimentary warranty program.
If you have any issues with your device or electrical accessory within the 12-month warranty period during normal usage*, we will arrange for the product to be repaired or replace it for free. This includes cover for one instance of accidental damage within the 12-month period. The replacement is delivered the following day – it’s as simple as that.
What’s more, if you receive a replacement device, your IQOS warranty renews for the replacement device part.
You can read more about our warranty and returns/replacements policy here.
In addition, if you opt-in for communications, you will be able to benefit from:
- Dedicated support to get you started and help you with your IQOS journey.
- Communication to keep you up to date with IQOS news and the latest product information.
International Travel Cover
The 12-month warranty includes international travel cover. If you experience any issues with your IQOS device, we’ll help you get convenient replacements both in your country of residence and whilst travelling abroad.
IQOS International Assistance is available in over 40 countries across Europe, the Middle East, Asia, Latin America and Africa*.
If you have any questions about our products or services make sure to visit our FAQs page, or reach out to us on 0800 432 0000.
How do I register my IQOS device?
To register your IQOS device to be covered by our warranty:
- Either create an IQOS account or log in to your existing account.
- Once logged in, under 'My Account' click on 'View devices'. This will show any devices that you currently have registered to your account.
- To add a device simply click 'Register a new device'. After entering the device serial number and the purchase date you can add the device to your account.
If you have any questions about our products or services make sure to visit our FAQs page, speak to one of our IQOS Experts on our web-chat service or reach out to us on 0800 432 0000.
How to make an IQOS warranty claim
If you need to make a claim during the 12-month warranty, you can contact us in the following ways:
- Use our IQOS Customer Care online web-chat service on our website.
- Phone our Customer Care team on 0800 432 0000.
- Email us at firstname.lastname@example.org.
*The IQOS warranty lasts for 12 months/7300 cycles (whichever comes first) for an IQOS 2.4 or IQOS 2.4+ or 12 months/14,600 cycles (whichever comes first) for an IQOS 3, IQOS DUO or IQOS Multi. A cycle represents each charge of the holder or charger.**The countries where the International Assistance programme is supported are: Armenia, Albania, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Malaysia, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, UAE, Ukraine and UK.