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What is the IQOS guarantee?

The IQOS system was developed and tested to be used 7300 times (heating cycles). Consumers have a normal 2-year guarantee that covers normal manufacturing defects suffered by any of the components. All users registered at (with an active account) also benefit from a voluntary guarantee.

What is the IQOS Voluntary Guarantee?

Registered users with an active IQOS account are offered the option of being provided with a new IQOS device, to be delivered to an address of their choice or collected from one of our collection points, without having to produce proof of purchase. In the event of a fault in any IQOS component, contact Customer Support.

Unregistered users who would like to replace any IQOS component on account of a malfunction must visit the IQOS Boutique in Chiado or one of our IQOS Pop-Ups, providing proof of purchase.

How do I enforce the IQOS guarantee?

If you have an IQOS account at, contact Customer Support or visit the IQOS Boutique in Chiado.

Users who do not wish to register their device at can contact Customer Support to clear up any queries; however, for the purpose of the guarantee, they will have to visit our IQOS Boutique in Chiado with proof of purchase.

I purchased my IQOS in another country, how can I access the guarantee?

If you are registered at, you will need to link the device to your account. If you are unable to do so, contact Customer Support and we will be happy to help you. If the device has been registered in another country, this process may take up to 10 working days.

I tried calling IQOS Customer Care toll free number but it doesn’t work. Why? And what should I do?

Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details)

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