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FAQ

WARRANTY

IQOS kits entitled to a 3-year warranty, as per terms in decree law 84/2021 that covers lack of product conformity at the moment the goods are delivered.

Warranty period stars as of delivery date of the products.

For registered users with an active IQOS account, we offer, without any additional charges a protection for accidental damages to the IQOS holder or pocket charger, limited to two incidents during the first year (12 months). This period is not renewable.

This Protection is exclusive for accidental damages occurred during normal utilization of the IQOS kit in accordance with the User Guide, which excludes among others, damages caused by negligence, contact with water, cosmetic damages.

For registered users with an active IQOS account, we offer the possibility to have a delivery of a replacement in:

  • an IQOS boutique or pop-up,
  • collection at a pick-up point,
  • delivery in any address located in Portugal,

without any additional charge or need to present a proof of purchase.

In case of malfunction of any IQOS kit component, please contact our IQOS Customer Care team or any IQOS store.

For non-registered users that face any malfunction with any IQOS kit component, please go to any IQOS store with your proof of purchase. Non registered users may also reach our IQOS Customer Care team to clarify any question regarding warranty or to get support in making the registration.

If you are a consumer registered in iqos.com, please link your device in your account. Should you face any issues, please reach our Customer Services so that we may support you. Please note that if your device was registered in another country this process may take up to 10 working days.

We do not ensure availability of equipment versions that were not commercialized in Portugal.

For our toll free number 800 200 098 you must be using a Portuguese local number (mobile or land line). Please note that support is available in Portuguese language only.

If you are using roaming, kindly use our international assistance line 00 800 255 92559 (please note that cost may apply, consult your operator for more details). In case unlikely case that your mobile operator does not allow connection, please reach us through +41 21 547 88 88 (costs apply according to your operator charges).

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This website is intended only for users of nicotine or tobacco products who are over 18.

This website contains information about our smoke-free products and we need your age to make sure that you are an adult who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.