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FAQ's

Trial returns & refunds

How do I return the IQOS?
If you decide IQOS isn’t right for you, that’s completely fine. To return your device, simply follow the instructions below:

  • 1.Inform your IQOS Expert or contact our Customer Care team to let us know that you would like to return IQOS. It Is important to inform us of your decision to return so we can suspend the automatic final payment which is scheduled for the 17th day after your trial order was placed. You can inform us in the following ways:
    • Send a text to your IQOS expert
    • Call: 0800 432 0000 (option 1)
    • Live Chat: IQOS.com
    • Email: tryiqos.uk@pmi.com
  • 2.Once we have suspended the automatic final payment, we will email you a Royal Mail returns postage label and lithium ion battery label.
  • 3.Package the returning IQOS in a sealed delivery bag or suitable box and attach the Royal Mail Returns postage label and lithium ion battery label.
  • 4.Return your parcel to your nearest Royal Mail click and drop point. Find your nearest drop point here: Royal Mail: https://www.royalmail.com/services-near-you#/
  • 5.Please keep your receipt as proof of postage.
  • 6.To track your return, please follow this link https://www.royalmail.com/
    • All products should be received in their original packaging with included accessories within 28 days of your trial order date.
    • HEETS provided with the trial kit are non-refundable and should NOT be returned.
    • Please allow up to five working days after we receive your return for the refund to be processed if you have been charged.
    • If you are unsure or require any assistance, please contact your IQOS Expert or our Customer Care team on 0800 432 0000 (option 1). You can also contact us on email at tryiqos.uk@pmi.com and live chat on IQOS.com
When do I need to return my device by?
If you have decided to return IQOS, simply inform us of your decision and post your device back to us no later than 28 days from when your trial order was placed.

It is important to inform us of your decision to return IQOS before the 17th day after your trial order was placed so we can suspend the automatic final payment and provide you with your prepaid returns label.

You can inform us in the following ways:
  • - Send a text to your IQOS expert
  • - Call: 0800 432 0000
  • - Live Chat: IQOS.com
  • - Email: tryiqos.uk@pmi.com
If you fail to let us know, we will assume that you’re happy with IQOS and the automatic charge will go through on the 17th day after your trial order was placed.

If you have informed us of your decision to return IQOS but you have not returned your device within the 28 day period, you will be charged for the cost of the device on the 29th day.

For more details around the return process, please see “How do I return IQOS” FAQ.

If you are unsure or require any assistance, please contact your IQOS Expert or our Customer Care team on 0800 432 0000 (option 1). You can also contact us on email at tryiqos.uk@pmi.com and live chat on IQOS.com
I don’t have access to a printer and cant print my prepaid label. What do I do?
If you do not have access to a printer, you can simply show the email or quote the reference number on the email which contains the prepaid returns label to a member of staff in your local post office and they will print and apply the label for you.
How long does the refund take?
Please allow up to 5 working days after we receive your return for the refund to reach your bank account.
DPD haven't delivered my item as I requested. What should I do?
Please contact your IQOS expert or our Customer Care on team 0800 432 0000 (option 1) as soon as possible so we can resolve the issue.

Unsure? Contact us.

Our dedicated UK based Customer Care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm

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