IQOS returns.
From sending back online orders to Try IQOS and recycling, find all information for easy returns and refunds.
Free and easy returns, whatever the reason
Your satisfaction is our priority, so we've made returning our products easy—whether you’ve purchased it, trialed a device with Try IQOS, or are sending used vapes back for recycling. Simply create an IQOS return in just a few steps, attach the prepaid shipping label to the parcel, and we’ll take care of the rest.
Online Orders
Send back a new order for free within 30 days if unused, and tobacco or nicotine sticks are unopened. Log a return
Try IQOS
Simply inform us of your decision to return your device within your 14 day trial to organise a free return
Recycling Vapes
Return used vapes (any brand!) and vape pods with our free recycling programme
Simple steps to return IQOS orders.
We want you to love every IQOS product you buy. If you’re not fully satisfied, our easy IQOS returns process, aligned with our IQOS Returns Policy, makes it simple. Just log your return online, pack it up, and we’ll handle free return delivery—so you can get refunded as soon as possible.
Need to return an online order?
Our Money back guarantee covers your devices for 30 days, opened or not.
If you need to return sticks, you can return them within 14 days for a full refund if they are unopened. Opened products are not refundable.
How to return an IQOS order:
Log your return online via IQOS.com
- Log in to IQOS account
- Go to ‘My Orders’
- Select ‘Return This Order
- Select Return method – ‘Return via Royal Mail'
- Select the item(s) to return - If your order contains multiple products, you can decide which products to return.
- Input the reason for your return and click ‘Complete’
Within 3 hours you will receive a link via email with instructions on how to create your pre-paid return label
- Choose to either drop your parcel at a Post Office or book a collection
- Print your prepaid return shipping label
- Secure the products in the original packaging and attach the shipping label
Take your return parcel to your nearest Royal Mail post office. To find your closest drop point check here
Keep your receipt as proof of postage.
Fees and refunds
Returns are free.
Once we receive and inspect the returned items, we’ll process a full refund to your original payment method.
Please allow up to 10 working days after we receive your return for the refund to be processed.
For further details, read the IQOS Returns Policy.
Want to order something else? Get all the details on how to place an order, track and manage orders, and more.
Need to return a trial device?
You have 2 weeks once you receive your IQOS order to decide if you want to buy the IQOS device. If IQOS is not for you, return it for free following the easy steps below.
How to return Try IQOS:
- Log in to your IQOS account
- Go to your order history
- Select your TRY Order
- Click ‘RETURN IT’
- Input the reason for your return and click ‘Complete’
Within 3 hours you will receive your link via email with instructions on how to create your pre-paid return label
- Choose to either drop your parcel at a Post Office or book a collection
- Print your prepaid return shipping label
- Secure the products in the original packaging and attach the shipping label
Take your return parcel to your nearest Royal Mail post office. To find your closest drop point check here
Keep your receipt as proof of postage
Fees and refunds
Returns are free.
After we inspect the returned device, the charge for the balance will be cancelled.
The upfront cost of £5 is non-refundable.
For further details, read the IQOS Returns Policy.
Return for recycling
Return ANY* disposable or pod-based vapes.
Get a £5 voucher to spend on anything on IQOS.com.
*And by any, we literally mean any brand!
How to recycle:
Call our Customer Care Team so we can register your return and you will receive an email with your postage label.
Use a suitable sealed bag and pack your used vape products (minimum 4 vapes to gain your £5 reward, 2 returns accepted per consumer per month to receive a reward).
Drop at your local post office.
You will be emailed your reward after we receive your return.
If you do not want to call Customer Care please create your return label here Track my return | Royal Mail Group Ltd
No £5 vouchers included but a good deed done!
Use a suitable sealed bag and pack your used vape products.
Drop at your local post office.
Fees
We do recycling for free.
For more information: Return and recycle your used VEEV vapes
Bought your products online or from an IQOS store?
If you have purchased your IQOS device or VEEV ONE from IQOS.com, via IQOS Customer Care or from a dedicated IQOS Store you can return it within 30 days for a full refund. This return must be done online on our website.
Bought your device from somewhere other than IQOS.com?
If you purchased an IQOS product from a third-party reseller we are unable to provide a return or refund. Please contact your original point of sale to check if you are entitled to a refund under the third-party’s return policy.
What items are eligible for refund?
Our Money back guarantee covers your devices for 30 days, opened or not.
Devices
- New IQOS and VEEV ONE devices bought online from IQOS.com.
- The device you got through the Try IQOS Programme.
IQOS device seem faulty? Start online troubleshooting to check if you’re eligible for a replacement
If you need to return consumables or accessories, you can return them within 14 days for a full refund if they are unopened. Opened consumables and accessories are not refundable.
Consumables
- New and sealed packs of tobacco sticks
- New and sealed VEEV pods
- New cans of ZYN oral nicotine pouches
Accessories
- Any sealed accessories including power adaptors and charging cables to rings, wraps, and doors.
Where to find them
Within 3 hours of creating your return request on IQOS.com, you will receive a link via email with instructions on how to create your pre-paid return label
- Choose to either drop your parcel at a Post Office or book a collection
- Print your prepaid return shipping label
- Secure the products in the original packaging and attach the shipping label
- Take your return parcel to your nearest Royal Mail post office. To find your closest drop point check here
- Keep your receipt as proof of postage.
Please send your products as soon as possible (within 14 days).
IQOS orders
Everything you need to know to easily place, track, and manage IQOS orders – in one place.
IQOS deliveries
From tracking to timing, get all the information you need to follow your IQOS order’s journey.
