IQOS Warranty

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

We'll cover your IQOS with a 12 month warranty.

In addition to the warranty rights under law, you receive a 12-month voluntary warranty for your IQOS when you purchase an IQOS product - of course without additional costs.

 

If the warranty conditions are met, we will repair or replace your device within this period.

Man checking his phone with the IQOS device on the table

Even more protection for you: IQOS Care Plus

  • Worldwide warranty and IQOS support wherever you are
  • Warranty claim even in case of self-inflicted damages
  • Fast and easy replacement of your device

How does it work? Simply log in, register your device in your customer account and subscribe to IQOS Care Plus.

Discover more

Young woman showing a gold IQOS holder

More information about the voluntary IQOS warranty

Find all the answers to frequently asked questions about the IQOS warranty as well as all the important information on this page.

Your IQOS does not work or is damaged?

  1. If your IQOS device does not work, please perform a device reset first to rule out a software error.
  2. Otherwise, check the current firmware version on your IQOS device and, if necessary, perform a firmware upgrade with the IQOS app on the PC. 
  3. If the problem persists, use the online-diagnostic tool. This step will also tell you if there is a warranty claim and if you are entitled to a replacement device.
  4. Contact the IQOS live chat at IQOS.com if you have further questions about your device.

In case of any questions or problems regarding your IQOS device, you can also visit a store near you.

What rights do you have if your IQOS does not work or is damaged?

When purchasing an IQOS product, you as a consumer are entitled to certain rights:

  • Warranty rights under law
  • Voluntary warranty from Philip Morris at no additional cost and in addition to your warranty rights under law.

The duration of the voluntary warranty is 12 months for a purchase in Germany.

Please also note the information on the exclusion of the warranty.

How you can benefit from IQOS Care Plus

With the free IQOS Care Plus service offer, you extend the protection of your IQOS instrument for the duration of the voluntary warranty. Benefits include:

  • Protection abroad through worldwide warranty, even when traveling.
  • Extended protection for self-inflicted damages not covered by the warranty, such as a broken heating blade.

To benefit from the service package, simply register your IQOS device in your account and sign up for IQOS Care Plus.

Data privacy in case of repair or replacement of your product

The personal information you provide to us for repair or replacement of your product will be used in accordance with our Data Protection Policy for Consumers. You can find them here.

A young man and a young woman talk with a gold IQOS DUO in her hand

What do we cover with the IQOS warranty?

Philip Morris will repair or replace for you those components of the product that are defective in materials or workmanship, provided the terms of the warranty are met. With IQOS Care Plus, you extend the protection of your device, even in the event of self-inflicted damages.

Please note:
If the IQOS Holder or Charger is replaced, the defective component (Holder or Charger) must be returned to Philip Morris.

If a complete IQOS Kit is repaired or replaced (exceptional cases), you must return not only the defective component, but your complete original IQOS Kit to Philip Morris.

We will provide a free return label for the return shipment.

What is excluded from the voluntary warranty?

The following circumstances are not covered by the warranty:

  • Damage incurred from normal wear.
  • Cosmetic defects (such as scratches, pressure points, broken plastic).
  • Damage from abusive use, power surge, improper handling, contact with liquids or fire.
  • Damage or malfunctions due to the use of non-compatible products.
  • Damage or malfunctions caused by an attempt by the user or by a third party who has not been authorized by the manufacturer to open, modify, or repair components.
  • Damage or malfunctions due to use contrary to the description in the IQOS user guide.
  • Normal decline in battery performance unless the battery failure is due to a defect in materials or workmanship.

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.

Do you want to make a claim? This can be done easily and quickly via IQOS Care and our IQOS experts in the IQOS Stores.

Online-diagnostic tool

Start the Online diagnosis at any hours. You will see if there is a warranty claim and if so, we will arrange the replacement of your IQOS device directly.

Live chat

Chat to our IQOS experts in real time. They’re available every day from 8:00-21:00. Just send us a message andwe’ll answer within seconds.

In store

Contact our IQOS experts at an IQOS store near you. We will be happy to support you with any questions or problems.