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Bank Holiday Delivery

Orders placed before 18:30 on the 23rd May will be delivered on 24th May.
Orders placed after 18:30 on the 23rd May until 18:30 on the 25th May will be delivered on 26th May due to the May Bank Holiday.
Orders placed within our two day delivery zone – please allow for an extra day

IQOS Return Policy

Note: Temporary Extended Money-Back Guarantee Due to COVID-19

For device purchases made on or after 25/03/2020, we will be extending our 30-Day Money-Back Guarantee to 60 days. All other terms and conditions remain the same.

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.

PURCHASES

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:

By Collect+
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.

  • 1. Complete the returns 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
  • 3. Please make sure to attach the battery warning sticker included on your original package to the parcel you are returning by Collect+
  • 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).
  • 5. Keep your receipt as proof of postage and track your return at www.collectplus.co.uk/track
*Texts to 84555 will be charged at your standard network rate. Texts from this service are free to receive.

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 return section of the delivery note included in your order and include it in your parcel
  • 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
  • 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

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.

TRY BEFORE YOU BUY

What to expect at the end of your trial:

When you have taken part in “Try Before You Buy” your IQOS Expert will contact you on the last day of your trial (day 14) and ask you to choose from the following options:

A. Keep your IQOS Device
If you would like to keep IQOS, that’s great! You don’t need to do anything. Your account will be charged for the remaining cost of your IQOS device 3 days after your trial has ended. This typically falls on the 17th day after your trial order was placed.

B. Extend your Trial
Need more time to get used to IQOS? Not a problem. Simply let your IQOS Expert know within 16 days from the start of your trial and we’ll happily extend your trial by 7 days. If you fail to inform us within the outlined time period, you will not be able to extend your trial. To extend your trial, you can call 0800 432 0000, email tryiqos.uk@pmi.com or send a text to your IQOS expert. After your extension period is over the same end-of-trial process applies for keeping/returning your device.

C. Return your IQOS Device
If IQOS is not right for you, that’s absolutely fine! Simply inform your IQOS Expert before your trial period ends and post the device back to us using the prepaid return label provided. Please ensure we receive your device within 10 days after your trial has finished.

IQOS “Try Before You Buy” purchased online:

To return your trial device and avoid being charged its remaining cost, please follow the below instructions:

  • 1. Inform your IQOS Expert of your decision to return IQOS before your trial period ends. You can reach them via SMS or by emailing tryiqos.uk@pmi.com
  • 2. Complete the return section of the delivery note you have received with your order.
  • 3. Package the IQOS device in a sealed delivery bag or suitable box with the completed delivery note.
  • 4. Attach the pre-paid Collect+ / Royal Mail Return postage label provided or create a new return label here:
    • Royal Mail return postage here
    • Collect + return postage here
  • 5. Return to your nearest Collect+ or Royal Mail click and drop point. Find your nearest drop point here:
    Royal Mail
    Collect+
  • 6. Please keep your receipt as proof of postage.
  • 7. Track your delivery:
    • Collect +: www.collectplus.co.uk/track
    • Royal Mail: https://www.royalmail.com/
    All products should be received in their original packaging with included accessories within 14 days after your trial has ended. HEETS provided with the trial kit are non-refundable and should NOT be returned.
    Please allow up to 21 days after we receive your return for the refund to be processed.

If you are unsure or require any assistance, please contact your IQOS Expert who can talk you through the process. Alternatively, you can contact us at 0800 432 0000 or email us at tryiqos.uk@pmi.com

IQOS “Try Before You Buy” purchased from any physical channel:

To return your trial device and avoid being charged its remaining cost, you may return it to one of our IQOS stores or via post. Please follow the below instructions:

Free return By Post:

  • 1. Inform your IQOS Expert of your decision to return IQOS before your trial period ends. You can do this by SMS or emailing tryiqos.uk@pmi.com
  • 2. Package the IQOS device in a sealed delivery bag or suitable box within 10 days after your trial has ended
  • 3. Write your order number on the pre-paid DPD return label provided.
  • 4. Attach the pre-paid DPD return label to your parcel.
  • 5. Return to your nearest DPD pick-up shop. Find your nearest pick-up shop here
  • 6. Please keep your receipt as proof of postage and make a note of your parcel number. The parcel number can be located on your DPD pre-paid return label.
  • 7. Track your delivery at: https://www.dpd.co.uk/service/

Return to an IQOS store:

  • 1. Inform your IQOS Expert of your decision to return IQOS before your trial period ends. You can do this by SMS or emailing tryiqos.uk@pmi.com
  • 2. Take your IQOS device back to an IQOS store. Find your nearest IQOS store here: http://bit.ly/37VpiXa

All products should be received in their original packaging with included accessories within 10 days after your trial has ended. HEETS provided with the trial kit are non-refundable and should NOT be returned.
Please allow up to 21 days after we receive your return for the refund to be processed.

If you are unsure or require any assistance, please contact your IQOS Expert who can talk you through the process. Alternatively, you can contact us on 0800 432 0000 or email us at tryiqos.uk@pmi.com

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