IQOS Terms and Conditions
Updated 21 January 2020
THESE TERMS AND CONDITIONS (“Terms”)
What these Terms cover.These are the Terms on which we supply our products to you, whether these are goods, services or digital content.
Why you should read them. Please read these Terms carefully before you purchase our Products. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between you and us, what to do if there is a problem and other important information. We recommend that you keep a copy of these Terms for your future reference. By placing an order with us either online via this Website, over the telephone with our IQOS Customer Care team, you agree to be bound by these Terms. If you do not agree to be bound by these Terms, do not purchase our Products.
If you need to contact us about these Terms. Before you place an order, if you have any questions relating to these Terms please contact our IQOS Customer Care team by using the online chat tool on our Website, or by telephone on 0800 432 0000 – we’re available 7 days a week, Monday to Friday, 8am - 10pm, Saturday and Sunday, 10am to 6pm. All calls to IQOS Customer Care can be made free of charge from UK landlines and mobiles. Inbound and outbound calls may be recorded for quality monitoring and training purposes.
Definitions. The following terms shall have the meaning assigned to them below:
"Terms" means these terms and conditions together with any terms and conditions in the Product Description.
“Product" means any of our products displayed for sale on this Website.
“Product Description” means that part of the Website where certain terms and conditions in respect of the individual Product are provided.
“Users” means the users of this Website collectively.
“Personal Information” means the details provided by you to us, when you register or place an order.
“We”, “us” and “our” means Philip Morris Limited, 10 Hammersmith Grove, London, W6 7AP.
“Website/s” means this Website located at https://uk.iqos.com/ and any subsequent URL which may replace it.
“Cookies” means small text files which our Websites place on your computer’s hard drive to store information about you and to identify your computer.
“United Kingdom” means England, Wales, Scotland and Northern Ireland.
“You” means an individual customer or user of this Website.
Who we are & how to contact us
INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are. We are Philip Morris Limited, a company registered in England and Wales. Our company registration number is 03619145 and our address is 10 Hammersmith Grove, London, W6 7AP, United Kingdom. Our registered VAT number is GB 548184617.
How to contact us. The best way to contact us is by using our IQOS Customer Care online chat tool on our Website. You can also contact us by telephoning our Customer Care team on 0800 432 0000, by emailing us at firstname.lastname@example.org or by writing to us by post, to the address above.
USE OF OUR PRODUCTS
We offer our products for sale as alternatives to smoking. Our products are not risk-free and contain nicotine which is a highly addictive substance. Nicotine-containing products should not be used by pregnant or breastfeeding women or persons in ill health. Our products are not for sale or use by those under 18 years old. Whilst we ensure our products are made to high standards, you acknowledge and accept that you use our products at your own risk. For more information, please see https://uk.iqos.com/products/important.
DESCRIPTION OF PRODUCTS
There may be additional Terms you need to be aware of. Each Product purchased is sold subject to its Product Description which may set out additional Terms related to that Product.
What you need to know about Product Descriptions on this Website. We will take all reasonable care to ensure that all descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy. We reserve the right to cancel an order up to the point of despatch if we have made an error in pricing. If this happens, we’ll refund you any amounts paid.
Orders and cancelling
PLACING AN ORDER
Orders from outside of the United Kingdom. We only sell to customers in the United Kingdom. Our website is solely for the sale of our products in the United Kingdom. We do not accept orders from, or deliver to, addresses outside the United Kingdom.
How you can place an order. You can place an order via an IQOS Store, uk.iqos.com, or by calling IQOS Customer Care on 0800 432 0000 (for orders under £200). We accept payment by credit and debit card. In order to comply with the law we are required to verify that you are of the legal age of 18 or over before we can accept your order.
How we will accept your order. Our acceptance of your order will take place when we email you to confirm that your order has been processed, at which point a contract will come into existence between you and us.
Where we may not accept your order. We reserve the right to refuse or cancel your order at any time for any reason.
We may also decline orders over £700 (including multiple orders adding up to that amount over a short period) and we may limit the number of products per customer purchase.
YOUR RIGHT TO CANCEL
Your 14 day right to cancel if you change your mind. By law, you are entitled to cancel your online or telephone order up to 14 days after you receive your order. You must return the products in the original packaging. For faulty products, please see our Warranty section below or contact IQOS Customer Care.
Don’t use the products if you intend to return them. If you wish to exercise your cancellation right, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order.
How you can cancel. To exercise the right to cancel, you must inform us of your decision to cancel your contract by notifying our Customer Care team and providing your order details, including your name, address, details of the order you wish to cancel and, where applicable, your telephone number and email address. Find out more here. To cancel your order, contact IQOS Customer Care and provide the order details or complete our Model Cancellation Form and email your request to email@example.com
TRY BEFORE YOU BUY
TRY BEFORE YOU BUY Terms and Conditions: This programme is a Philip Morris Limited (“PML”, “we”, “us”) programme.
Eligibility. To be eligible to participate in this programme, you must be over the age of 18 and you must be a current smoker or use nicotine products.
Acceptance of Terms. When you place a TRY Before you Buy order either online, purchase from an IQOS Store or purchase from an IQOS representative, you agree to these Terms & Conditions as well as the IQOS Terms and Conditions.
Starting your trial.
From IQOS Directly
When you place a Try Before You Buy order Online, in one of our IQOS stores or with an IQOS representative, you will be charged £10 for your Trial Kit which includes 4 packs of HEETS and a brand new IQOS device. At the end of your 14 day trial, if you decide to keep your IQOS device, you will be charged the IQOS device cost communicated to you when you placed the order.
From a Third Party
When you place an order for a Try Before You Buy trial in a Third party store you will be charged £10 for your Trial Kit. This will consist of 2 packs of HEETS and a brand new IQOS 2.4+ device. If you decide to keep your IQOS 2.4+ device at the end of your 14 day trial, you will be charged the IQOS device cost communicated to you when you placed the order.
Payment. To participate in the trial you must provide Debit or Credit card details to purchase HEETS. These card details will be stored and processed by our PCI-certified payment provider Worldpay. Worldpay handles all data encrypted (SSL) and your data is not accessible to external parties. Should you inform us that you wish to keep your device we will use the original payment details to process the amount for the IQOS Device stated when you began the trial. Payment for the IQOS Device will be processed in one transaction. Your Debit or Credit card details will be deleted after this transaction. Your details can only be used once for payment of an IQOS device and once used they will be deleted.
Worldpay reserves the right to store your Debit or Credit card information for a maximum of 30 days.
Device Upgrades. PML may within its own discretion offer you an IQOS device upgrade at the end of your trial. Referrer codes cannot be used against offers to upgrade your IQOS device.
Delivery. Subject to us verifying that you are 18 or over and if your order is placed before 18.30 we will ship it the same day via free next day delivery (depending on your location some parcels may take longer). You will receive an email confirmation once your order has been dispatched and tracking information via SMS and email from our trusted third-party fulfilment partner.
Returns and Refunds. At the end of your trial, you can decide to keep your IQOS device kit. If you wish to keep your IQOS device, inform your IQOS Expert via SMS or email and they will charge the card or PayPal account that you used to pay for your HEETS at the start of the trial. Should you wish to return the IQOS device at the end of your trial please inform your IQOS coach via SMS, phone (0333 320 4400) or email at firstname.lastname@example.org. You cannot return any HEETS with your device at the end of your trial. You may only return HEETS if you wish to cancel your order. If you purchase your trial online you have the right to cancel your order within 14 days of receiving it. For more information please see our terms and conditions on your Right to Cancel.
If we do not hear from you within 14 days of the start of your trial we will charge your card or PayPal account the full value of the IQOS device. If you inform us that you wish to return your IQOS device but we do not receive the IQOS device within 30 days of the start date of your trial we will charge your card or PayPal account the full value of the IQOS device. We reserve the right to charge you card or PayPal account if you do not maintain proper care of the IQOS device during your trial.
Customer Care and Communication. As part of the TRY Before you Buy programme, your IQOS representative will contact you at various points during your trial via email, SMS or telephone to provide you with the support you need to get started, and to see how you are getting along. If you have opted-out of receiving marketing communications, you will still receive our Customer Care communications but we will not send you any marketing communications. If you opt-in to receive marketing communications from us, we do not share your details with any third-party marketers. You may opt-out of receiving any future marketing communications from us at any time by following the unsubscribe link provided in each email we send to you.
VoiceSage. By accepting these terms and conditions you provide us (PML) with consent to share your personal information including name, surname, email address and telephone/mobile number with VoiceSage who is our trusted business partner. We will only provide VoiceSage with personal data necessary for them to process so that they can fulfil their task which is to support us in sending SMS messages to you throughout your trial of IQOS.
Delivery and returns
Note: Temporary Extended Money-Back Guarantee Due to COVID-19
For device purchases made on or after March 25, 2020, we will be extending our 30-Day Money-Back Guarantee to 60 days. All other terms and conditions remain the same.
Delivery duration. Once we have accepted your order and verified that you are 18 or over, we will dispatch your item(s) and aim to deliver it/them within 2 to 5 working days depending on your location. You will receive an email confirmation once your order has been dispatched.
Next Day Delivery
- Free next day delivery on orders worth £30.00 or more
- For orders under £30.00, a delivery charge of £3.95 applies*
- Place your order before 18:30 to get it the next day*
*Exclusions include: Public holidays, circumstances outside our control (such as weather conditions) and two day delivery areas.
Two Day Delivery Areas
A two day delivery service is provided to the following areas.
- Northern Ireland
- Isle of Man
- Outer Hebrides, Shetlands & Orkney
All orders placed on Friday, Saturday and Sunday will be delivered on Tuesday.
Note: We currently do not offer a delivery service to the Channel Islands.
Delivery restrictions. We require a person over the age of 18 to sign for the delivery. Without this, we cannot complete the delivery and your order may be cancelled. Our customer service team will contact you to create a new order if the delivery is unsuccessful. Delivery timings may change. If your order is delayed, we’ll keep you updated with a new estimated time of arrival. If delivery is delayed by more than 7 working days, you may contact us to cancel the order and we will provide you with a refund.
You can find out more about our delivery restrictions in our Website FAQs.
RETURNS AND REFUNDS
Right to cancel. If you purchase online or by telephone you have the right to cancel your order within 14 days of receiving it. To cancel your order, you need to contact IQOS Customer Care and provide your order details. All products must be returned unused and unopened within 14 days of the order cancellation. Returns of individual products purchased as part of a bundle (e.g. Starter Kits, Try Before you Buy) are not permitted. Once we receive the products in a satisfactory condition, we will refund the full amount to your original payment method within 21 days.
Please not that personalised products cannot be refunded.
To check how you can return orders purchased online please visit our Return Policy here.
30-DAY MONEY-BACK GUARANTEE
Changed your mind? We offer a 30-day money-back guarantee for IQOS Devices purchased from an IQOS Store, uk.iqos.com, or via our Customer Care team.
How do I qualify for the 30-day money-back guarantee? Your device must be registered on your iqos.com profile and all items must be returned in their original condition within 30 days from the date of purchase. The guarantee only applies to IQOS Devices purchased in the United Kingdom.
What does the 30-day money-back guarantee cover? The 30-day money-back guarantee gives you peace of mind that if you are not happy with your IQOS Device, you can return it and get a refund, subject to some exclusions listed below under “What’s not included”.
How does the guarantee work for Online, telephone and IQOS Store purchases? If you’d like a refund under the 30-day money-back guarantee, please return the product to an IQOS store or by post, including all packaging, instructions and accessories. Check the returns process here. Please allow up to 21 days after we receive your return for the refund to be processed.
What’s not included? You cannot return products under the 30-day money-back guarantee unless they are still in good condition. 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. The 30-day money-back guarantee is in addition to other rights you may have by law or in these Terms.
IQOS Care Services
1. Application of Terms/Eligibility
1.1 To participate in Philip Morris Limited’s (‘Philip Morris’) IQOS Care Services you must register an eligible device as described in paragraph 2.1 (Device) in our database either at www.iqos.com, by calling Customer Care, or at a participating IQOS store.
2. Eligible Devices/Registration
2.1 The following Device models are eligible for registration in IQOS Care Services:
(a) IQOS 2.4, IQOS 2.4+, IQOS 3, IQOS 3 DUO or Holders and Chargers thereof
(b) IQOS 3 MULTI
2.2 The Device must have a readable and valid serial number. Second hand Devices are not eligible for registration.
2.3 If you are already registered in our database and purchased any of the Devices listed above, IQOS Care Services will be available to you until the end of your warranty period.
2.4 For all new IQOS users who register in our database from the date that IQOS Care Services launch you will automatically benefit from the IQOS Care Services.
2.5 IQOS Care Services and the services provided are personal to you and may not be transferred to any third party.
2.6 Your use of IQOS Care Services is linked to your country of residence. As IQOS Care Services are only available in certain countries if you change your country of residence, then you must inform us and reapply to use IQOS Care Services in your new country of residence.
3.1 For Devices purchased before prior to the launch of IQOS Care Services, which are already registered in our database, your membership for each registered Device is equal to the remainder period on your warranty.
3.2 Devices purchased from the launch of IQOS Care Services, your membership for each Device is 12 months from the date of purchase of that Device.
3.3 If you breach these terms or do not meet the eligibility criteria above, Philip Morris reserves the right to discontinue providing you with IQOS Care Services.
3.4 IQOS Care Services entitles you to the services described in paragraphs 4 and 5 (Services).
4. Accidental Damage
4.1 If your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph.
4.2 In order to receive a replacement device, you must send or give the damaged Device to Philip Morris and you will be provided with a replacement IQOS Device of the same type equivalent to a new Device in performance and reliability. If a replacement IQOS Device of the same type is not available, an IQOS device which is at least functionally equivalent will be provided as a replacement. Philip Morris will keep all replaced Devices. If only part of the Device is damaged e.g. the holder or the charger, then only the damaged part will be replaced and Philip Morris will only keep the replaced part of the Device.
4.3 Limitations from Accidental Damage
(a) You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement Device.
(b) You are limited to one replacement Device for Accidental Damage for each registered Device. This means you can only use this benefit once however, you can still receive the remaining Services for your Device until the end of your warranty.
(c) You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of IQOS Care Services or where any of the following circumstances are applicable:
(i) any product that is not an eligible Device as per the list contained in paragraph 2.1;
(ii) damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;
(iii) Devices with a serial number that has been altered, defaced or removed;
(iv) Devices that have been opened, serviced, modified or altered in a manner not authorised by Philip Morris;
(v) the loss or theft of your Device;
(vi) cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discolouration;
(vii) damage or failure caused by normal wear and tear and/or usage of the Device;
(viii) improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God;
(ix) malfunction due to use with non-compatible product;
(x) damage or malfunction caused by failure to use as described in the associated IQOS User Guide or
(xi) failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS voluntary warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
4.4 Making a claim under Accidental Damage
(a) You must:
(i) report your claim to Philip Morris IQOS Care Team (https://uk.iqos.com/contact-us) as soon as possible and no later than14 days from the date your Device suffers Accidental Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
(ii) if requested by Philip Morris IQOS Care Team, you must provide proof of purchase for your Device; and
(iii) follow packaging and mailing instructions given by Philip Morris IQOS Care Team for shipping the affected Device to Philip Morris; and
(iv) otherwise comply with Philip Morris return process.
(b) You must not send Philip Morris products and accessories that are not supported by Accidental Damage replacement, including HEETs. If you send Philip Morris these items they will not be returned and they will be destroyed.
(c) Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
(i) Courier delivery. A replacement Device will be couriered to you and you must return the damaged Device to Philip Morris in the packaging provided.
(d) If you seek to claim a replacement Device in a country that is not the country of purchase, you will need to comply with all applicable import and export laws and regulations, and you will be responsible for all customs duties, value added tax and other associated taxes and charges that may apply.
5. International Assistance
5.1 You have access to an international toll free number (charges may apply in some locations) when travelling abroad to countries where IQOS is commercialised by Philip Morris or its affiliates or an authorised partner. This service includes troubleshooting assistance from experienced IQOS agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide.
5.2 Service options, Device availability, response and delivery times may vary according to country. This service will not affect your statutory rights and rights under IQOS voluntary warranty valid in the country of purchase.
5.3 Limitations from International Assistance
(a) The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.
(b) The following are excluded from replacement of IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide the service:
(i) damage caused by normal wear and tear;
(ii) cosmetic damage (such as scratches, dents, broken plastic etc.);
(iii) damage caused by misuse, power surge, improper handling, liquid contact or fire;
(iv) malfunction due to use with non-compatible product;
(v) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or
(vi) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.
5.4 Making a claim under International Assistance
(a) You must:
(i) report your claim to IQOS Customer Care Team by telephoning the number 00800 2559 2559 as soon as possible from the date your Device suffers Accidental Damage or IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
(ii) if requested by Philip Morris, you must provide proof of purchase for your Device; and
(iii) follow packaging and mailing instructions given by Philip Morris for shipping the affected Device to Philip Morris; and
(iv) otherwise comply with Philip Morris’s return process.
(b) Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
(i) Courier delivery. A replacement Device will be couriered to you and you must send the affected Device to Philip Morris
(ii) Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.
(c) You will need to comply with all applicable import and export laws and regulations, and you will be responsible for all customs duties, value added tax and other associated taxes and charges that may apply.
6. Other Services
6.1 IQOS Care Expert. If you are new to IQOS, a Care Expert will be available to provide you with personalised support to help you get the best IQOS experience. The Care Expert will get in touch with you via SMS or phone and if required can also be available on the phone to support you.
7. Your Obligations.
(a) not to misuse the IQOS Care Services program and the Services;
(b) where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
(c) to comply with applicable law.
8. Warranty/Limitation of Liability
8.1 Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your membership of IQOS Care Services or your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 8.1 even if you have informed Philip Morris of the possibility of such losses.
8.2 Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
9.1 IQOS Care Services is not an insurance policy.
9.2 IQOS Care Services is currently provided free of charge.
9.3 Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://uk.iqos.com/privacy-policy.
9.4 These Terms are subject to the laws of England and Wales. Any legal dispute will be subject to the exclusive jurisdiction of the English Courts.
9.5 For questions, inquiries and contact information please refer to https://uk.iqos.com/contact-us.
Refer a friend
Introduce an adult smoker friend to IQOS using the REFER A SMOKER FRIEND programme.
‘PML’ – Philip Morris Limited, the programme organiser.
‘Referrer’ – the registered iqos.com customer referring a friend to IQOS
‘Friend’ – the person who has received a referral code from the referrer.
The Referrer must ensure they have asked for their Friend’s permission before referring them and sharing with them their unique referral code.
Referral codes can be shared via email and WhatsApp. Referral codes are individual rewards and must not be shared on social media or on large scale sharing platforms.
All Referrers and Friends must be over 18, and a smoker or user of other nicotine products. The Friend must be a first time IQOS purchaser and the Referrer must be an existing registered IQOS customer.
The Referrer can make multiple referrals and provided that these terms and conditions are complied with will be rewarded for each.
When the Friend purchases any IQOS Starter Kit, registers as a new customer on iqos.com and uses the Referrer’s unique code to make the purchase through Try IQOS, an IQOS representative, in an IQOS store or online at iqos.com, they will receive 20% off the IQOS Kit that they select. This discount is taken at moment of purchase (through store or online) or at the end of the 14 day trial.
The Referrer will normally receive a £20 credit to use on IQOS.com via email within 10 working days of the Friend completing their purchase and registering on iqos.com.
The £20 credit is valid once on any single item costing £20 or more on iqos.com. Only one code can be used per transaction and the voucher will expire 6 months from the date of issue.
If the product purchased by the Referrer using the £20 credit to use on IQOS.com is subsequently returned to PML, the Referrer will be refunded for any spend on top of the £20 credit. The code will not be returned to the Referrer.
The £20 credit has no cash equivalent. The credit is for the Referrer only and is non-transferable.
PML reserves the right to replace the £20 credit with an alternative reward from time to time and in such a case PML will adequately communicate it to those customers.
Where PML does decide to offer an alternative reward, the issuing of that reward will depend upon the eligibility requirements communicated by email to those selected customers at the time.
Referral codes and £20 credit to be used on IQOS.com cannot be used for device upgrades.
PML reserves the right to refuse the issue of any code to a Referrer or the use of a Referrer’s code by a Friend at any time, if PML reasonably believes that the Referrer or Friend is abusing this programme or is otherwise in breach of these terms and conditions.
PML reserves the right to amend or terminate the REFER A SMOKER FRIEND programme at any time without notice. Any changes to the programme or new terms and conditions will be available on the iqos.com website. The terms and conditions on the website at the time a Referrer or Friend uses the REFER A SMOKER FRIEND programme will be the ones that apply.
Warranty against faulty hardware. Our products are manufactured to a high standard and we do our best to make sure everything works perfectly so that you have the best possible experience with our products. All new devices and electrical accessories purchased direct from us online, over the telephone or in our IQOS stores stores or from an IQOS Representative come with a 12 month warranty. Ensure your device is linked to your account at uk.iqos.com so your warranty details are always available. If you and your device are not registered, you will need to provide proof of purchase in order to claim your warranty.
What does the warranty not cover? Due to the nature of the products, this warranty does not apply to consumable products such as HEETS or VEEV. Our guarantees provide cover against faults and breakage during normal use. This means that if your product develops a fault during the guarantee period, we'll arrange for it to be repaired or replaced free of charge.
How does the warranty work? The warranty provides cover against faults. During the warranty period, if your device or electrical accessory stops working properly or is faulty, we’ll arrange for the product to be repaired or replaced free. If you receive a replacement device your 12 month warranty renews for the replacement device part.
If you believe that your IQOS products are faulty please contact IQOS Customer Care or visit an IQOS Store. We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary we will provide a replacement. If you are registered and your device is linked to your account your warranty details will be available and no proof of purchase is required, if you and or your device are not registered you will need to provide proof of purchase before a replacement can be considered.
If no equivalent product is available we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your own cost.
What’s not included? There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:
- Products which have been used for more than 7,300 cycles (applies to IQOS 2.4, IQOS 2.4 Plus) or 14,600 cycles (applies to IQOS 3, IQOS Multi, IQOS 3 DUO)
- Accidental damage, for example if your product has been dropped
- Consumables such as HEETS and VEEV
- If the product has been used commercially or for business purposes
- Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected
- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
- Products that have been tampered with or serviced by a non-IQOS approved retailer
- Deliberate damage or neglect of the product
Please note that our warranty only applies to products purchased in the United Kingdom. The rights conveyed under this warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the United Kingdom.
What is the International Assistance programme? The International Assistance programme is a dedicated service for our registered customers only. The purpose of the programme is to support you should your device develop a fault or encounter problems when travelling to countries where IQOS is commercialised. A dedicated team that can support you can be reached on 00800 2559 2559 and they will work with you to find the best solution to your problem. This service is available to all registered users whose device is within its 12 month UK warranty only. Please ensure you have registered your device on our website, in an IQOS store or via Customer Care before you travel. This warranty does not apply to consumable products such as HEETS and VEEV and all of the exclusions listed under the section above entitled “What’s not included?” apply. 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.
Recycling and WEEE
RECYCLING AND WEEE
How to recycle old electrical items. If you’re buying a new electrical item from us, we will recycle your old one for free. We’ll then store it and dispose of it in an environmentally sound way. Just hand in your old device when you purchase in store. As part of our commitment to responsible retailing IQOS UK is also a member of a Distributor Take-back Scheme (DTS). IQOS UK pays into a central scheme, which helps to fund recycling sites throughout the UK. You can deposit your old electrical and electronic items at these sites free of charge.
To recycle your old electricals yourself find your nearest recycling point here: http://www.recycle-more.co.uk
Which IQOS products can be recycled? Any of our products marked with a crossed-out wheeled bin symbol on the packaging can be recycled.
Why recycle? Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. To remind you that old electrical equipment can be recycled, it is now marked with a crossed‐out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
What is WEEE? The UK WEEE Regulations were first introduced in 2007 with the aim of reducing the amount of EEE ending up in landfill. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take‐back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.
Our products are intended for domestic use only. We’ve selected our products on the basis that they will be used for domestic use only. If you are planning to use them for business purposes, please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of business, we exclude (to the fullest extent permitted by law) all implied warranties and conditions including those relating to fitness for a particular purpose. Our maximum liability for business users arising out of or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence). In relation to business users, we do not accept liability for loss or use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
Other information we may collect. We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (e.g. the URL you came from, IP address, domain types like .co.uk and .com, your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website) ("User Information"). We may collect this information even if you do not register with us.
Opting out of receiving communications from us. You can opt-out of receiving communications from us at any time by using the unsubscribe option at the bottom of each email we send to you. Alternatively, you can opt-out by contacting IQOS Customer Care. Please note that by unsubscribing you unsubscribe from all methods of communication.
Our obligation to disclose your information. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.
Accuracy of your information. You warrant that the Personal Information which you provide to us on the Websites is true, accurate, current and complete in all respects. You should notify us promptly of any changes to your Personal Information by updating your details whilst logged in to our Websites, or by contacting our IQOS Customer Care team. Philip Morris Limited is committed to upholding both its legal and social obligations as a retailer of tobacco products. To achieve this we have a number of control checks throughout the purchase and physical distribution process. For example, we may request your date of birth when the order is placed, and/or validate name, address and other personal information supplied by you during the order process against appropriate third party databases. In accepting these Conditions you agree to provide us with truthful and accurate information.
COMPLIANCE WITH LAWS
You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
We use reasonable endeavours to verify the accuracy of any information we place on the Website. However we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your cancellation rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Terms.
Once products have been delivered, we accept no responsibility in the event of theft or misuse of the products. It is your responsibility to ensure that the products are used by persons aged 18 or over.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of any order you place and any related payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Websites.
If any part of the Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.
No waiver by us shall be construed as a waiver of any prior or following breach of any provision of these Terms.
Each provision of the Terms shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
These Terms govern our relationship with you. We will communicate any substantive changes to these Terms to you so that you have the opportunity to review the changes. Your statutory rights are not affected by these Terms. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation.
LAW & JURISDICTION
These Terms shall be governed by and construed in accordance with the laws of England and Wales. You irrevocably submit to the exclusive jurisdiction of the courts of England for disputes arising from or related to these Terms.