IQOS Return Policy
If you are on an IQOS 14 day trial, please click here to view the returns process.
For all other purchases, please read below
At IQOS, we aim to provide you the best possible experience with our products. In case you have changed your mind and want to return a product or end your trial, this page will provide you with the details of our return policy.
DELIVERY
Are there any Shipping Costs?
For IQOS products
Non-IQOS CLUB Member?
Free next-day delivery on orders worth £79.00 or more.
For orders under £79.00:
- £3.95 with DPD (next-day delivery)
- £1.95 with Royal Mail (2-3 days shipping)
Delivery charges do not apply for all device bundles.
IQOS CLUB Member?
Silver members
Free 2-3 days shipping with Royal Mail when you spend over £30.
Gold members
Free next-day delivery with DPD when you spend over £30.
Platinum members
Free next-day delivery with DPD when you spend over £30.
Your IQOS CLUB member benefit will be applied automatically at checkout.
For VEEV & ZYN products
For orders worth £10 or more:
- Free 2-3 days shipping with Royal Mail
- £3.95 with DPD (next-day delivery)
For orders under £10:
- £3.95 with DPD (next day delivery)
- £1.95 with Royal Mail (2-3 days shipping)
What are the Delivery Times?
DPD (next-day delivery service)
Orders placed before 8:00 PM (Monday to Sunday) will be shipped the same day (depending on your location, some parcels may take longer).
A two-day delivery service is provided to the following areas, excluding weekends.
- Northern Ireland
- Scotland
- Isle of Man and Scilly Islands
- Outer Hebrides, Shetlands & Orkney
All orders placed on Friday, Saturday, and Sunday for the two-day delivery service will be delivered on Tuesday.
Royal Mail (2-3 days delivery service)
Orders placed before 2:00 PM (Monday to Friday) will be shipped with Royal Mail on the same day and delivered to the customers within 2 to 3 working days.
Orders placed after 2:00 PM on Friday will be shipped on Monday afternoon.
A five-day delivery service is provided to the following areas, excluding weekends.
- Northern Ireland
- Scotland
- Isle of Man and Scilly Islands
- Outer Hebrides, Shetlands & Orkney
This excludes::
- Public Holidays
- Circumstances outside our control (such as weather conditions)
PURCHASES
A. IQOS Devices purchased from official IQOS Stores, IQOS.com and purchases via IQOS Customer Care
We want you to have peace of mind when purchasing from us. That’s why we offer our customers a 30-day money-back guarantee on IQOS devices.
The 30-day money-back guarantee is our commitment to reimburse you the full value of your IQOS device if you decide to return it within 30 days of purchase.
Please see below the eligibility criteria:
- You have purchased your IQOS device from an official IQOS Store, IQOS.com or via our IQOS Customer Care.
- You have registered your device on your IQOS.com account or provide the original proof of purchase.
- You return the products within 30 days from the date of purchase.
- You keep the products in their original condition, returning all items and packaging.
If you meet eligibility requirements, please contact IQOS Customer Care on 0800 432 0000 to begin your return via free post or visit an official IQOS Store and we will provide you with a refund.
Please note that the 30-day money-back guarantee is only applicable to IQOS devices. This does not affect your statutory rights.
B. Products purchased from a third party
If you purchased an IQOS product from a third-party reseller we are unable to provide a refund. Please contact your original point of sale to check if you are entitled to a refund under the third-party’s return policy.
C. Returning a faulty IQOS device
If you believe your IQOS device is faulty please contact IQOS Customer Care in order to fix your product, replace it, or to check your eligibility for a refund. You must have a registered profile with IQOS or the original proof of purchase.
D. Your right to cancel
If you purchase online or by telephone you have the right to cancel your order within 14 days of receiving it. To get a full refund, all products (e.g. IQOS device, accessories, HEETS) must be returned unused and unopened. Returns of individual products purchased as part of a bundle (e.g. Starter Kits, Try Before You Buy) are not allowed.
To cancel your order, please contact IQOS Customer Care and provide the order details. Once we receive the products in a satisfactory condition, we will refund the full amount to your original payment method within 14 days.
Please note that personalised products cannot be refunded. This does not affect your statutory rights.
How do I return a product?
If you decide that you don’t want to keep your product then you should submit a return request online, accessible from your online account, in your Order history. You will receive an email to generate a free returns label. Products must be returned within 14 days of your return request. Alternatively, you can call the IQOS Customer Care Team who will help you through this process. If you are returning an item, please make sure you package the products up securely, using the original packaging if possible. You should keep proof of postage. Once we receive the products, we will reimburse you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply.
For trial orders, customers will need to contact the IQOS Customer Care Team at the end of their 14-day trial if they want to return. The product must be returned within 14 days to avoid triggering the IQOS Device payment.
If the customers are not returning the IQOS device and the return is not processed, the customer will be charged for the IQOS Device on day 35 since the order was placed.
We advise you to carefully check this information before contacting our IQOS Customer Care Team : if not correct, the refund may not be successful. We will only use your data to finalize the repayment transactions.