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FAQ

RETURNS

How do I return my IQOS?

IQOS items are non-returnable unless they are in their original packaging and have not been opened or damaged.

Exceptions apply to online orders and articles purchased through sales advisers, in addition to sales made as part of the Satisfação Garantida (satisfaction guaranteed) campaign available at the IQOS Boutique in Chiado.

What is the Satisfação Garantida campaign?

Satisfação Garantida is a campaign that allows you to purchase your first IQOS kit and 10 packs of HEETS and benefit from a 30-day trial. If you’re not completely satisfied, you can return the used device and any remaining sealed packs and we will refund the amount corresponding to the device and packs returned.

This campaign is exclusive to the IQOS Boutique and you must provide the original purchase invoice, containing a description of the IQOS system and the 10 packs of HEETS.

How can I return an online order?

The option of terminating your contract and returning the corresponding products is only available if the products purchased are in their original packaging and have not been opened or damaged.

To enforce your right of termination and return the product(s) acquired, call 800200098 and indicate that you would like to terminate your contract. You will be provided with the reference number to be included in the return form to be sent along with the item being returned to the following address:

Tabaqueira II, S.A.

Serviço pós-venda IQOS

Avenida Alfredo da Silva, 35 Albarraque

2639-002 Rio de Mouro - Portugal

The costs generated returning the device shall be borne by the Customer and the reimbursement amount shall be the same as the amount appearing on the purchase invoice, with no additional charges.

How can I return an IQOS purchased through one of your Sales Advisers?

The option of terminating your contract and returning the corresponding products is only available if the products purchased are in their original packaging and have not been opened or damaged.

To enforce your right of termination and return the product(s) acquired, call 800200098 and indicate that you would like to terminate your contract. You will be provided with the reference number to be included in the return form to be sent along with the invoice and item being returned to the following address:

Tabaqueira II, S.A.

Serviço pós-venda IQOS

Avenida Alfredo da Silva, 35 Albarraque

2639-002 Rio de Mouro - Portugal

The costs generated returning the device shall be borne by the Customer and the reimbursement amount shall be the same as the amount appearing on the purchase invoice, with no additional charges.

How long does the reimbursement process take?

Reimbursement is made by bank transfer in a maximum of 14 days following receipt and validation of the items returned. 

The amount reimbursed to the Customer shall be the same as the price of the product indicated on the purchase invoice, with no additional charges, no undue delay and within a maximum of 14 days. Reimbursement shall be withheld until the returned items are received at the address provided.

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