Young man opens his IQOS gift box

Got a question?

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Warranty and Replacement

IQOS™ has a warranty for 12 months from the purchase date.
The warranty lasts for 12 months from the purchase date.
For more information, please reach us on Facebook, Twitter, our website IQOS.com, our hotline 15647 and our E-mail contact.eg@iqos.com
You are welcome to contact us everyday from 9AM to 12AM on Facebook & Twitter IQOS EGYPT or on our Live Chat IQOS.com

Even products of the highest quality can sometimes stop working. 

Do you want to make a replacement claim? You can do it online with ease. If you have registered your device in your account, then you can go to our online diagnostic and check your device eligibility for replacement. 

If you do not have a registered device then find the instructions here to register your device. 
IQOS has a one-year warranty from the date of purchase, which covers all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide.
No, the provisions of the replacement are only valid in the country of purchase. 

The customer service team will 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 voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase. 

What we don’t cover with the IQOS warranty: 

 

  1. Damage caused by normal wear and tear  

 

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

 

  1. Damage caused by misuse, power surge, improper handling, liquid contact or fire  

 

  1. Malfunction caused by using the device with non-compatible products 

 

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

 

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

 

Feel free to check more about replacement and warranty here.  

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 access our online diagnostic tool to see if there is a warranty claim and if so, we will arrange the replacement of your IQOS device directly.  

You can also visit our store and contact our IQOS experts, we will help troubleshooting any problems with your device. 
The warranty for IQOS devices is valid for one year from the purchase date. 

Voluntary manufacturer warranty is valid only in the country of purchase. It’s not directly enforceable in a third country.   

If you are travelling to a country where IQOS is sold, you can use the International Assistance line, if you are a registered customer.   

If your device has not yet been registered in another country, you can easily register it as you would register a device purchased in your home country. Once you have uploaded the proof of purchase, you will receive the full warranty. Unfortunately, if your device has already been registered in another country, we cannot provide you with the warranty. 
IQOS provides you with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met.  
  
With the free IQOS Care Plus services, you can gain additional coverage for your device, including a worldwide warranty, for the period of the warranty. You can benefit from these services by registering your IQOS device.

1. Damage caused by normal wear and tear 

 

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

  

3. Damage caused by misuse, power surge, improper handling, liquid contact or fire 

 

4. Malfunction caused by using the device with non-compatible products 

  

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

 

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