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IQOS Terms and Conditions

Updated 19 September 2018


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 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. 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 or by writing to us by post, to the address above.


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


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 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

*Exclusions include:

  • 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.


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 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; calling us on 0800 432 0000; or by completing our Model Cancellation Form and sending it via email to


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.


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.


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:

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.


How we look after your information. On the Websites, and when you place an order over the telephone or on the Website, we may ask to collect certain Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections and a password (“Personal Information”). Credit cards and other payments are handled by a third party and we don’t retain payment information. If we ask you to send us a copy of your ID for age verification purposes, this will be deleted from our system after 7 calendar days. We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We store your personal information on a secure server located in the United Kingdom. We will fully comply with all applicable UK and EU Data Protection and consumer legislation in place, including the EU General Data Protection Regulation. For more information on what we do with your Personal Information, please read our Privacy Policy.

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 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-in to receive communications from us. When you register with us, you have the option to decide whether you want to receive communications from us about IQOS. By providing your consent, you agree that you do not object to us contacting you for any of the purposes set out in our Privacy Policy whether by telephone, SMS, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003 or other applicable legislation.

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.


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.


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.

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