Warranty and Replacement

An IQOS device held by two hands in front of a car steering wheel.

Your IQOS is covered with a 1 year warranty.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in the UAE, you'll get 1 year warranty from the day you buy your device. All you need to do is to keep your receipt. 

For more details, see Terms of Sale.

A person with an IQOS ILUMA Pocket Charger and Holder.

What is covered with the IQOS warranty?

We or the entity listed under the heading of ‘Customer Care’ in the IQOS User Guide provided in the IQOS packaging, will at our or its option (but without affecting your statutory rights) repair or replace any electronic item which is defective in terms of material or workmanship when used in accordance with the associated IQOS User Guide and which is subject to a valid warranty claim. The provisions of the warranty are only valid in the country of purchase.

What is not covered with the IQOS warranty?

The following are excluded from the terms of this warranty:

  1. Uninterrupted and error free functionality of the product.
  2. Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.
  3. Cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product.
  4. Damage caused by misuse, power surge, improper handling, liquid contact or fire.
  5. Malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers.
  6. Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.
  7. Damage or malfunction caused by failure to use as described in the associated IQOSTM User Guide or in contravention of the firmware license agreement.
  8. Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*;
  9. Product containing fully or partially non-genuine parts.
  10. Product for which serial numbers have been removed or altered.
  11. Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement the firmware is provided “as-is,” without any warranty.
  12. Faults due to improper operation of “autostart” and/or “double tap” features* that do not impact the functionality of the product

 *For more information about battery performance or available features for your product, please consult www.iqos.com.

Hands unboxing an IQOS ILUMA.

How to make a claim for an IQOS replacement

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

Sometimes a quick fix is all it takes. Instantly troubleshoot your device here or reach out to IQOS Experts at the IQOS Boutique at The Dubai Mall or at IQOS selling stores who can help diagnose the issue of your device and get it up and running in a few easy steps. You can also get instant troubleshooting through our partners at Fixperts. Alternatively, just contact our Customer Care service available 7 days a week from 9 a.m. to 7 p.m. and we will help troubleshoot any problems with your device. 

Please have your proof of purchase ready. In the absence of the proof of purchase, the company performing replacement reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

Hands holding IQOS ILUMA PRIME Pocket Chargers.

Register your IQOS device and unlock great services like:

  •  IQOS replacement in case you accidentially damage your device.*
  • Quick and easy replacement, delivered to you.
  • IQOS online diagnostic to help you get your device up and running again in a few easy steps.
  • International assistance when you're away from home.*
  • Access to limited editions and exclusive offers.*

*Terms and conditions apply.

If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all the extra services from day one.

Register today

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