Warranty and Replacements

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

We'll cover your IQOS with a 12-months 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. All you need to do is to keep your receipt or take a picture of it as proof of purchase.

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
  • Extended IQOS warranty, in case you accidentally damage your device**
  • Access to limited editions and exclusive offers

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

Register today

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 update 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.

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 the registration of your device in your user profile, 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 warranty does not cover:

  • 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

* If your device is accidentally damaged and still under warranty 

** Terms and conditions apply

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? It's easy and quick, just contact our IQOS experts online or in store and we will help troubleshooting any problems with your device.


Online-diagnostic tool

With the Online-diagnostic tool 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 around the clock. Just send us a message and we’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.