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FAQ

WARRANTY

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 iqos.com (with an active account) also benefit from a 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.

If you have an IQOS account at iqos.com, contact Customer Support.

Users who do not wish or are having trouble to register their device at iqos.com,  can contact our Customer Support for any query related to the warranty.

If you are registered at iqos.com, 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.

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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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.