If you are on an IQOS 14 day trial, please click here to view the returns process.
For all other purchases, please read below
IQOS Return Policy
At IQOS, we aim to provide you the best possible experience with our products. In case you have changed your mind and want to return a product or end your trial, this page will provide you with the details of our return policy.
A. 30-Day Money-Back Guarantee | IQOS Devices purchased from IQOS Own Channels: IQOS Stores, uk.iqos.com and remote purchases via Customer Care.
We want you to have peace of mind when purchasing from us. That’s why we offer our customers a 30-day money-back guarantee; our commitment to reimburse you the full value of your device within 30 days of purchase.
You are eligible for the 30-day money-back guarantee, if you:
- Have purchased your IQOS device from an IQOS Store, uk.iqos.com or via our Customer Care team
- You have registered your device on your iqos.com profile.
- You return the products within 30 days from the date of purchase
- You keep the products in their original condition, including all items and packaging
If you meet eligibility requirements, please visit an IQOS Store or contact IQOS Customer Care. and we will provide you with a refund. Please note that the 30-day money-back guarantee is only applicable to IQOS devices. IQOS accessories, other electronic accessories and HEETS cannot be returned and refunded under the 30-day money-back guarantee. This does not affect your statutory rights.
B. Products purchased from a third party
If you purchased an IQOS product from a third-party reseller we are unable to provide a refund. Please contact your original point of sale to check if you are entitled to a refund under the third-party’s return policy.
C. Returning a faulty IQOS Device
If you believe your IQOS device is faulty please contact IQOS Customer Care in order to fix your product, replace it, or to check your eligibility for a refund. You must have a registered profile with IQOS or the original proof of purchase.
D. Your right to cancel | Online or telephone purchases only
If you purchase online or by telephone you have the right to cancel your order within 14 days of receiving it. To get a full refund, all products (e.g. IQOS device, accessories, HEETS) must be returned unused and unopened. Returns of individual products purchased as part of a bundle (e.g. Starter Kits, Try Before You Buy) are not allowed.
To cancel your order, contact IQOS Customer Care and provide the order details. Once we receive the products in a satisfactory condition, we will refund the full amount to your original payment method within 21 days.
Please note that personalised products cannot be refunded.
How do I return a product?
To be eligible for a refund, you must have your device registered on your iqos.com profile or the original proof of purchase.
Products purchased Online:
You may return your order via free post or by visiting an IQOS store. Free post return options are below:
Easy and Guaranteed tracked return. Prepaid label is included on your Delivery Note.
You can use one of the 7000 Collect+ points across the UK.
|By Royal Mail
Non-tracked return. Prepaid label is included on your Delivery Note. To claim a free tracked return please contact IQOS Customer Care.
You can use one of the 11,500 Royal Mail post office locations across the UK.
|1. Complete the returns section of the delivery note included in your order and include it in your parcel||1. Complete the return section of the delivery note included in your order and include it in your parcel|
|2. Attach the pre-paid Collect+ Return postage label provided with your order||2. Attach the pre-paid Royal Mail Return postage label provided with your order (non-tracked return)|
|3. Please make sure to attach the battery warning sticker included on your original package to the parcel you are returning by Collect+||3. Please make sure to attach the battery warning sticker included on your original package to the parcel|
|4. Take your return parcel to your nearest drop point. To find your closest drop point check here or text* “Collect”, and your postcode, to 84555 (e.g. Collect NN8 2DH).||4. Take your return parcel to your nearest Royal Mail post office. To find your closest drop point check here|
|5. Keep your receipt as proof of postage and track your return at www.collectplus.co.uk/track||5. Keep your receipt as proof of postage|
All returns are inspected upon receipt, and appropriate full or partial refunds will be processed to your card. Please allow up to 21 days after we receive your return for the refund to be processed.
If you do not complete the necessary return information or provide the original delivery note, it may not be possible to complete your exchange or refund. Please ensure all fields are completed as required before sending. HEETS must be unopened and unused and returned within 14 days to be eligible for a refund. If you have questions or require assistance, please contact IQOS Customer Care to talk you through the process and send you a return label if required.
IQOS devices purchased from an IQOS store:
IQOS devices purchased from an IQOS store and registered on your iqos.com profile are covered by our 30-day money-back guarantee. You may return your used IQOS device to any IQOS store within 30 days from the date of purchase. Please bring all items, including all packaging, instructions and accessories and we will process the refund to your original payment method. If you cannot visit an IQOS store, please contact IQOS Customer Care who can support you with your return.
Please note that IQOS accessories, other electronic accessories and HEETS cannot be returned and refunded under the 30-day money-back guarantee. This does not affect your statutory rights.