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Returning Your IQOS Device: Online and In-Store Policy

How Can I Return my IQOS Device?

The products purchased on can be returned within 30 days from the delivery date: if your order contains more products, you can decide which products to return if for any reason you are not satisfied with what you have ordered. 

Can I Return, a Device Bought from to the IQOS Store?

Orders placed on cannot be returned to the IQOS Store. For orders placed online, customers can submit a return request from their account by accessing my orders (not applicable for Trial Orders) or contact IQOS Customer Care Team , who will help you with the return process.

How Can I Return a Device?

IQOS devices must always be returned to where they were purchased.
Devices purchased from the IQOS Store must be returned there within 14 days.
All devices ordered on must be returned via return shipping within 14 days.

Exception: With the IQOS trial month, you have 30 days to decide whether to make a purchase. The cancellation period remains unaffected.

How Can I Return an Order Placed Online?

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.


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