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How does return shipping work with IQOS?

In the event of purchase revocation, return shipping works best with our return label - which you can obtain very easily and free of charge. Please initiate the return in your IQOS user account. It's simple: 
  • Log in to your profile, go to the section "My orders" and search for your order via the order number.
  • Click on "Return order" and you will receive an automatic e-mail as soon as your return label is available. 
  • To download your return label, either click on the link in the e-mail or go back to your IQOS profile under the order you'd like to return.
Important: In case you did not purchase your IQOS device via the IQOS online shop, a return via the IQOS website and a return shipment is not possible.

Please note: The revocation period of a product purchased in the IQOS online shop is 14 days.
An exception to this is the IQOS trial month, where you have 30 days to decide whether you’d like to make the purchase. Return shipment of the device within the trial month is likewise best done using the return label. The purchase revocation period remains unaffected by this.

All returns will be reviewed upon receipt and appropriate refunds will be processed accordingly.

Instructions for the proper shipment of devices containing lithium batteries
Devices containing lithium batteries are considered hazardous materials. If lithium batteries are damaged or short-circuited, the batteries may overheat and catch fire. Devices containing damaged lithium batteries are therefore not transportable!

This may affect the following devices: IQOS Pocket Charger and IQOS Holder.

Please check your IQOS device for the following signs:
  • Bloated or cracked/broken case
  • Heat generation even though there is no use
  • Melted or deformed parts
  • Sparks or stinging flames have occurred
  • A short circuit has occurred
If your device shows even one of these signs, it is not transportable! In this case we ask you to dispose of the device properly at a recycling center.

If your device is transportable please use the original packaging of the spare part and its shipping box to return it to us. This packaging already contains the dangerous goods label, which you need when shipping at least one Pocket Charger or more than two Holders.

Please make sure when shipping more than one device with a lithium battery that they do not touch each other in the shipping carton. In addition, the devices should not lie loose in the carton. Ideally, you should pack the products in the original sales packaging.

Please only return the devices that are defective or need to be replaced. If, for example, only your Holder is defective and you get it replaced, then send back only the Holder. However, if your entire kit is replaced, please send the complete IQOS kit back to us.
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