IQOS Terms and Conditions
Updated 19 September 2018
1. 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.
2. 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.
3. 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.
4. 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.
5. 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 the shop section of our Website 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 not to accept any orders received by us. Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable from stock
- Our inability to obtain authorisation for your payment and/or suspected fraud
The identification of a pricing or product description error
- Our inability to deliver to your specified delivery address
You not meeting the eligibility criteria set out in the these Terms, including us suspecting that you are not over the age of 18
We may decline orders of 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.
Delivery duration. Subject to us verifying that you are 18 or over and once we have accepted your order, we will dispatch your item(s) the same day you place your order, and aim to deliver within 2-5 working days depending on your location, provided your order is placed before 6:30pm Monday to Sunday. You will receive an email confirmation once your order has been dispatched.
Next Day Delivery
- Free next day delivery on orders worth £29.90 or more
- Place your order before 18:30 to get it the next day*
- For orders under £29.90, a delivery charge of £3.95 applies*
- No shipping charges on IQOS MESH device only
- Public Holidays
- Circumstances outside our control (such as weather conditions)
- Two day delivery areas
Two Day Delivery Areas
A two day delivery service is provided to the following areas, excluding weekends.
- 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. You can find out more about our delivery restrictions in our Website FAQs. We require a person over the age of 18 to sign for the delivery. Without this, we cannot complete the delivery and you may be refunded. Our customer service team will contact you to create a new order if delivery is not possible. 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 happily refund you any money paid.
7. YOUR RIGHT TO CANCEL
Your 14 day right to cancel if you change your mind. By law, you have the right to cancel when you place an order with us online or over the telephone. You are entitled to cancel your contract with us provided that you exercise your right to cancel no longer than 14 days after the day on which you receive the products. You must return the products wrapped in the original packaging. For faulty products, please see our Warranty section below or contact IQOS Customer Care by emailing email@example.com or calling 0800 432 0000.
Don’t use the products if you intend to return them. If you wish to exercise your right of cancellation, 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 a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your telephone number and email address. You can cancel by emailing firstname.lastname@example.org; calling us on 0800 432 0000; or by completing our Model Cancellation Form and sending it via email to email@example.com
8. RETURNS AND REFUNDS
Returning the products to us if you’ve purchased online or by telephone. If you decide to cancel, you should return the products using the supplied return label, or at your cost within 14 days of such cancellation. If you are returning an item, please make sure you package the products up securely, using the original packaging if possible. If you no longer have the supplied return label, please call IQOS Customer Care for assistance. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
How to get a refund if you’ve purchased from an IQOS Store / Representative. To be entitled to a refund you must return your unopened and unused Products within 14 days with original proof of purchase. You can get a refund if you’ve purchased our products from one of our IQOS stores or an IQOS representative. The store or representative from whom you purchased will inspect the products to ensure that it has not been opened or used and will either process a refund for you to the original payment card/method you used or arrange for a cheque to be sent to you at the address you provided at the time of purchase. You will not be entitled to a refund for HEETS or VEEV even if unopened and unused.
When we may make a deduction from the amount we refund to you. We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.
HEETS and VEEV cannot be refunded unless faulty. For all purchases, HEETS and VEEV are non-refundable even if unopened and unused. We may only issue a refund for HEETS or VEEV if after inspection by us or the person you purchased from confirms that the products were faulty or damaged at the time of purchase. If you believe your HEETS or VEEV product was faulty or damaged at the time of purchase, please contact our Customer Care team on 0800 432 000. For hygiene reasons, we cannot accept returns of HEETS or VEEV products that have been opened after delivery. We cannot accept part-returns of products purchased as part of a bundle product if returned under the right to cancel.
Personalised products cannot be returned. Your right to cancel does not apply to products which have been personalised.
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 against fault if you register your Product. Your original receipt acts as your proof of warranty so please make sure to keep this.
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 and breakage. 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 of charge. If we issue you with a replacement product, please note that the warranty period does not re-set. The remainder of the warranty period applies or 90 days from the date of replacement, whichever is the longer.
You should contact IQOS Customer Care if you believe your product is faulty and wish to have it repaired or replaced. You can also visit one of our IQOS stores to have a member of staff inspect the product. You’ll need to provide us with details of your product and the proof of purchase. We’ll perform a brief fault diagnosis with you over the telephone or in person to identify the root cause of the issue. If this assessment suggests a manufacturing fault, it may be possible to ship a new item out to you without waiting for you to return the original product (if you are calling IQOS Customer Care).
If we need more information, we’ll ask you to return the product to us, and to provide your contact details including your address. You’ll need to send us both proof of purchase and the faulty product. Once we’ve received the product, if we can’t repair it and it doesn’t fall under “What’s not included” below, we’ll replace it with a product of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and 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
-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
- Servicing, inspecting or cleaning of the product; and failure to follow our instructions for use
- 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. You may also have rights and remedies for a longer warranty period, at least 2 years, in respect of any defect existing at the time of delivery. Please contact IQOS Customer Care to discuss this option.
What is the EU Warranty programme? The EU Warranty 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 within the EU and Switzerland. A dedicated team that can support you can be reached on 00800 2372 3888 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 1 year UK warranty only. Please ensure you have registered on our website 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 the EU Warranty is supported by: Bulgaria, Croatia, Czech Republic, Denmark, France, Germany, Greece, Greek Cyprus, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, UK.
10. 30 DAY MONEY BACK GUARANTEE
Changed your mind? Never mind. As one of the benefits we offer to our registered IQOS users - for all of our registered customers who purchase direct from us and who have opted-in to receiving communications from us, we offer a 30 day money back guarantee for products purchased in one of our IQOS stores, online or over the telephone if you decide to change your mind. For hygiene reasons, this guarantee does not apply to consumable products such as HEETS and VEEV.
How do I qualify for the 30 day money back guarantee? You must have purchased the product direct from us either in one of our IQOS stores, on our Website or by telephone. You must have registered with us and have opted-in to receive communications from us either online, in store or by telephone. The guarantee only applies to products 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 the products you purchase (in one of our stores, online or over the phone) you can return them and get a refund, subject to some exclusions listed below under “What’s not included”.
How does the guarantee work? If you’d like a refund under the 30 day money back guarantee, please return the product to us, including all packaging, instructions and accessories, together with proof of purchase. You can return these goods to us in store or by post. If you’d like to return the products by post, please call us on 0800 432 0000 so we can give you a returns authorisation number and explain what you need to do. We may refuse returns of items by post if they do not include a returns authorisation number. Once you’ve returned the product within 30 days of purchase, we’ll refund you the price paid. Please note it can take up to 10 working days for the issuing bank to process the refund.
What’s not included? You cannot return products under the 30 day money back guarantee unless they are still in good condition. Due to the nature of the products, HEETS and VEEV cannot be returned 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 in these Terms.11. 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.
12. BUSINESS USE
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.
13. PERSONAL INFORMATION
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.
14. 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.15. LIABILITY
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.
19. ENTIRE AGREEMENT
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.
20. 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.
IQOS Support Services
Updated 15 October
1. Application of Terms/Eligibility
1.1 To participate in Philip Morris Limited’s (‘Philip Morris’) IQOS Support 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 Support Services:
(a) IQOS 2.4, IQOS 2.4+, IQOS 3 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 Support 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 Support Services launch you will automatically benefit from the IQOS Support Services.
2.5 IQOS Support Services and the services provided are personal to you and may not be transferred to any third party.
2.6 Your use of IQOS Support Services is linked to your country of residence. As IQOS Support Services are only available in certain countries if you change your country of residence, then you must inform us and reapply to use IQOS Support Services in your new country of residence.
3.1 For Devices purchased before prior to the launch of IQOS Support 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 Support 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 Support Services.
3.4 IQOS Support 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 Support 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.
6.2 First to Know. If you have opted in to receive communications from Philip Morris, you will receive news and information about IQOS products and services, invitations to take part in special events and activities, such as the launch of new products, access to exclusive content or events, other news and updates.
7. Your Obligations.
(a) not to misuse the IQOS Support 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 Support 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 Support Services is not an insurance policy.
9.2 IQOS Support 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.