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 our 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 assistência pós-venda IQOS
Parque Industrial Solvay, Marinhas D.Ana – Quebradas de Cima,
Armazém 5, Fracção M – Armazém Rangel
2625-090 Póvoa de Santa Iria
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.
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 assistência pós-venda IQOS
Parque Industrial Solvay, Marinhas D.Ana – Quebradas de Cima,
Armazém 5, Fracção M – Armazém Rangel
2625-090 Póvoa de Santa Iria
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.
After receipt and validation of the invoice and returned items, the refund will be made by bank transfer within a maximum of 14 days for payments made by Multibanco Reference, or directly to the card for payments made by MB WAY or Credit Card.
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.