Warranty & Replacements

  • We'll cover your IQOS with a 2 year warranty.

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

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 exeriencing all your extra advantages from day one

International assistance, for support wherever you are in the world

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 get a replacement to you as soon as possible.

Are you abroad and need help with your IQOS device?

Not to worry, our 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 leave.

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, 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.

Terms and conditions apply

Services, availability of IQOS equipment and 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 a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.

What do we cover with the IOQS warranty

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

What don't we cover with the IQOS warranty?

The following aren't covered by the IQOS warranty:

a) Damage caused by normal wear and tear

b) Cosmetic damage (such as scratches, dents, broken plastic etc)

c) Damage caused by misuse, power surge, improper handling, liquid contact or fire

d) Malfunction caused by using the device with non-compatible products

e) Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS

f) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

How to make a claim for an IQOS replacement

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Feel free to message with any questions and get them answered .
In Store
Visit the IQOS Boutique at The Dubai Mall for any support needed.
Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS. Do you want to make a claim? It's easy and quick, just contact the IQOS Team (link to support page) 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, the company 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.