Warranty & Replacements

Man with the IQOS Duo in his hand and a cup of coffee on the table

IQOS warranty

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

*For more details, see Terms of Sale.

A boy and a girl talk with a gold IQOS DUO in her hand

What is covered by the IQOS warranty?

The warranty provides cover against defective and/or malfunctioning electronic devices and items. During the warranty period, if your electronic device or item stops working properly or is faulty, these electronic devices or items will be repaired or replaced for free.

What is not covered by the IQOS warranty?

The following aren't covered by the IQOS warranty:

  • Damage caused by abuse or misuse, power surge, improper handling, liquid contact or fire;Damage caused by abuse or misuse, power surge, improper handling, liquid contact or fire; 
  • Cosmetic damage or damage caused by normal wear and tear and/ or usage of the item; 
  • Malfunction due to use with non-compatible Product; 
  • Damage or malfunction caused by attempt to open, modify and repair the item; 
  • Damage or malfunction caused by failure to use as described in the associated item’s user guide;
  • Products which have been used for more than 14,600 cycles (applies to IQOS 3 Multi, IQOS 3 DUO);
  • Accidental damage, for example if your Product has been dropped; and
  • Deliberate damage or neglect of the Product.

For more details, see Terms of Sale.

Man checking his phone with the IQOS device on the table

Register your IQOS device and unlock great advantages like:

  • fast and free IQOS replacement**
  • international coverage with IQOS support and IQOS device replacement services wherever you are in the world**
  • first to know about to limited editions and exclusive offers

If you bought your IQOS device on iqos.com , your device is automatically registered so you can start experiencing all your extra advantages from day one.

** IQOS Care Plus Terms & Conditions apply.

Register now

Girl showing a gold IQOS holder

International assistance, for support wherever you are in the world**

Covering over 50 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. IQOS is here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, the IQOS international assistance team will help get a replacement to you as soon as possible.

Are you abroad and need help with your IQOS device?

Not to worry, the IQOS international assistance team is only a call away. Just call +41 21 547 8888*

*Some fees may apply, please speak to your network operator.

How do you get access to the IQOS international assistance service?

You just need to have registered to IQOS and linked your device to your account before you travel.

Where in the world are you covered by IQOS international assistance?

IQOS international assistance is available in 50+ countries:

Andorra, Albania, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Hungary, Italy, Japan, Kazakhstan, Korea, Kuwait, La Réunion, Latvia, Lebanon, Lithuania, Malaysia, Mexico, Moldova, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the Kingdom of Saudi Arabia, the United Arab Emirates, the United Kingdom, the U.S and more.

**IQOS Care Plus Terms & Conditions apply.

Services, availability of IQOS devices and their components, response and delivery times may vary from country to country. This service will not affect your legal rights or the warranty of your IQOS in the country where you bought in. If your IQOS device or its part is replaced, any new device or its part becomes your property and the replaced device or its part becomes the property of the entity making the replacement.

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.

It's easy and quick - use the online diagnostics tool under my devices to troubleshoot your device. You can also meet the team of IQOS Experts and the teams at the partner stores to help you get your device up and running again in a few easy steps, check the list of stores here.

Do you want to make a claim? Just contact the IQOS Team and they will help troubleshooting any problems with your device.

If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, we reserve the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on our own records.* 

*For more details, see Terms of Sale.


Feel free to message with any questions and get them answered. 9.00 - 19.00

In Store

Visit the IQOS Boutique at The Dubai Mall, Fixperts at Mall of the Emirates or Carrefour Yas Mall Abu Dhabi for instant replacements.

Use the live chat

Chat with IQOS Experts in real time. Just send them a message and get your questions answered.