IQOS Terms and Conditions

Updated July 2026

When you order products direct from us online through IQOS.com, or over the phone with our IQOS Customer Care team, you agree to follow these Terms and Conditions. Reference to ‘in writing’ includes email.

If you don't agree to these Terms and Conditions, please don't buy any products, devices or accessories from us.

A. IMPORTANT INFORMATION

1. Who we are.

We are Philip Morris Limited, a company registered in England and Wales. Our company registration number is 03619145 and our address is 10 Hammersmith Grove, London, W6 7AP, United Kingdom. Our registered VAT number is GB 548184617.

2. How to contact us.

Click here to Contact Us

3. Use of our website

Your use of our website is governed by our Terms of Use, which can be found here.

4. Minimum age requirement

You must be aged 18 or older to buy IQOS electronic devices, IQOS accessories, LEVIA zero-tobacco sticks, VEEV vaping devices and pods, or ZYN nicotine pouches. You must have been born before 1 January 2009 to buy any TEREA or DELIA tobacco sticks. You will be required to complete an online age verification process conducted on our behalf by a third party, Veratad Technologies LLC, to prove you are of legal age before ordering our products. If you include items on your basket that you are not legally allowed to purchase, your order will not be completed until you remove such products from your basket. Veratad Technologies LLC is a U.S. based company, registered in the state of New Jersey, with an entity identification number of 0600258447. You must not attempt to order products from us if you’re not legally authorized to.

5. Other eligibility requirements

We only sell and deliver our products to Great Britain and Northern Ireland. We do not sell or deliver to Jersey, Guernsey or Isle of Man, or any other territory outside of the United Kingdom.

6. Website registration and accessing zyn.com

By creating an account on iqos.com you will also be able to login into zyn.com using the same registered account details.

B. OUR PRODUCTS

1. General

We sell smoke free products that can be used as an alternative to continued smoking. They are not risk-free and contain or provide nicotine which is highly addictive. Our products include the IQOS device and other accessories compatible with our smoke free products. . We also sell replacement batteries for products that are battery-powered. Smoke-free products include heated tobacco. All of these products are intended for UK adults who would otherwise continue to use nicotine products. Smoke-free products are not an alternative to quitting smoking and are not designed as cessation aids. 

This means they are not for use by children, underage individuals or anyone that is pregnant, breast feeding or otherwise in ill-health. We ensure that our products are made to high standards but if you choose to use them, you do so at your own risk. 

Please refer to the Important Information page for full risk warnings and additional safety information.

2. IQOS ILUMA heating device

This is an electronic heating device that heats, rather than burns, compatible sticks that can be made with real tobacco, or a zero-tobacco nicotine plug. 

3. Heated tobacco sticks

These sticks use real tobacco leaves that are processed into a specially designed consumable stick that is only compatible with the IQOS heating device. In the UK, we currently sell heated tobacco sticks under the brand names TEREA and DELIA.

4. LEVIA zero-tobacco sticks

These are specially designed tobacco free sticks that contain a plug mostly made with plant-derived fibres, infused with nicotine and flavour. In the UK, we currently sell nicotine sticks under the brand name LEVIA.

5. VEEV vaping devices

These are electronic devices that heat vape pods (described below) to emit a nicotine containing vapour that can be inhaled. In the UK, we currently sell vape devices under the brand names VEEV One and VEEV inPrime. 

6. VEEV vaping pods

A pod is a single use cartridge with a nicotine containing liquid. In the UK, we currently sell vaping pods under the brand name VEEV ONE Pods and VEEV Extra range.

7. Nicotine Pouches

These are pouches containing a tobacco-leaf free nicotine that is placed between the gum and the lip to release nicotine. In the UK, we currently sell nicotine pouches under the brand name ZYN.

C.ORDERING

1. General Information.

Before you buy one of these products from us, please read the descriptions we provide on our product pages carefully. These descriptions will also be part of these Terms and Conditions.

The images of the products on our website are illustrative only. Although we do our best to provide you with accurate photos and descriptions, there may be some differences. Please also be aware that sometimes things, such as packaging, might change, which could make the description of an item different from what you see online when you order.

If we inadvertently make a pricing error, and we’ve already confirmed your order, we do not have to provide the products at a lower price and we will contact you to confirm whether you wish to cancel. If you do, we’ll refund any money that you’ve paid. 

2. Ordering from us

In order to place an order for any of our products, you will need to create an account on IQOS.com, and follow the prompts provided. You will need to provide personal information that includes: your name, email address, date of birth, address, contact telephone number. You can find out more about how we will use and handle your personal information in our Privacy Policy, and on our ‘Cookie Preferences’ section. Once you’ve selected your products, and proceed to the basket, you’ll be asked to conduct an age verification (see section A.4.above) and provide payment information. You can pay by debit or credit card, Paypal or Klarna.

Before we accept your order we’ll also undertake fraud checks and reserve the right to refuse to accept, or cancel an order if we reasonably suspect that you may pose a fraud risk to us. We also reserve the right to reject any orders that do not successfully complete the age verification process for each product or that do not comply with these Terms and Conditions.

3. Order Confirmation.

Once we have accepted your order, we’ll provide order confirmation by email – this confirms your contract with us. We’ll also supply you with an order confirmation form with your product(s) on delivery. Please keep your order confirmation as proof of purchase or in case you have queries.

In the event:

We won’t accept your order and may block your IQOS account. This is a non-exhaustive list.

D. DELIVERY & POSTAGE

1. Delivery

We only deliver our products to mainland Britain, Northern Ireland and the Scottish Isles.

If we accept and process your order after 8pm Monday to Thursday, your order will be dispatched the next business day. If you order after 8pm on a Friday, on the weekend or on a public holiday, it may take longer.

Deliveries must be received by someone whose legally permitted to purchase the respective products. If the order cannot be delivered because you’re not home or a legal adult signatory is not there, you will be contacted to arrange a new delivery window. Delivery schedules are subject to change; we’ll try to keep you informed of any delays. Should your order be postponed for over a week, feel free to reach out for order cancellation and a full refund.

The cost of delivery will be displayed to you on our website and a table of charges can be found in section C.2.

We are not responsible for delivery delays caused by you or by an event outside of our control, but we will try to let you know if this happens, and then minimise the effect of the delay. Provided we do this, we will not be responsible to you for delays, unless there is a risk of a delay lasting more than 30 days. If this happens, you’ll be entitled to a refund for products you’ve not received.

Products will be your responsibility from the time that we deliver the products to the address you provide. Inspect your products upon delivery and promptly report any issues to our Customer Care team, details of which can be found at section A.2 3 of these Terms and Conditions.

You will legally own the products we deliver once we’ve received payment in full.

2. Delivery timescales and postage charges are set out in the table below

*For customers with a delivery address outside of mainland Britain, we are unable to offer next business day deliveries and the only delivery option available for all orders is a three business day delivery service.

E. CANCELLATION RIGHTS

1. Faulty, damaged or received an incorrect product

If the product is faulty, damaged or incorrect, we will offer you a repair, replacement, refund or exchange as appropriate. Products with faults due to normal wear and tear or damage by misuse will not be replaced free of charge and no refunds will be given. If you are an IQOS user, you have additional rights under our Voluntary Warranty and IQOS Support Services, please refer to sections E.1., E.2. and E3 of these Terms and Conditions.

When returning a faulty, damaged or incorrect product, we will ask that you return the product. We’ll help you to organise this and cover the costs. We’ll also cover the costs of sending a replacement if we think that is the best course of action for dealing with your complaint. If you are eligible for a refund, we’ll refund the price of the product using your original payment method.

2. You’ve changed your mind

If you’ve ordered direct from us online or over the phone, you have the right to change your mind and return the product no later than 14 days after the day on which you received the product.

Your rights of return will not apply to:

If you wish to use this right of return, contact our Customer Care team using the details at section A.2.

Please also ensure that the products you are returning are sent to the address that we provide, are repackaged securely and that you return all parts, accessories, instructions and packaging together with the product. We expect our products to be returned in pristine condition. Unless we tell you otherwise, the returning of the products will be at your cost and risk. We do not accept responsibility for products lost or damaged in the post.

We will normally refund you the cost of your product (but not the delivery fees) within 14 days of receiving the product back using your original payment method. We reserve the right to make deductions from the refund for any loss in value of the products if the loss has been caused by unnecessary handling by you.

For more information on your legal rights to cancel, visit Citizens Advice website www.adviseguide.org.uk

3. Other ways to cancel your order before delivery

You can cancel your order online within 30 minutes after placing it. Just go to your ‘Order History’ on your online account and click on “Cancel my order”. Full refund will be provided.

F. LOYALTY AND CUSTOMER CARE SERVICES

1. IQOS Voluntary Warranty

We offer our IQOS customers a 12-month warranty on IQOS devices purchased in the UK, either direct from us or via an accredited UK third-party re-seller. This is not an insurance policy.

To activate your warranty, you’ll need to link your eligible IQOS device to your account on iqos.com. If your IQOS device is not registered, you’ll need to provide us with proof purchase. The 12-month warranty period lasts from the date you buy your IQOS device.

If you believe that your IQOS is faulty, please contact Customer Care. We will perform diagnostics to identify the fault and, if necessary, we will provide a replacement. If no IQOS of equivalent specification or functionality is available, we will provide you with an IQOS of a similar specification. If we establish that there is no fault with your IQOS, we will return it to you or offer to send you a replacement at your own cost. You are entitled to one free of charge IQOS replacement during the warranty period, if the warranty conditions are met. In case we replace your device, ownership of the old device will be transferred to us as of the date in which you receive the replacement device.

The warranty contains some exclusions that you should be aware of. The warranty does not cover your IQOS device if:

Please also note the following.

Your warranty rights are in addition, and do not replace, rights and remedies provided by consumer protection laws in the United Kingdom.

2. IQOS Support Services

We offer our VEEV customers a 12-month warranty on VEEV devices. 

To activate your warranty, you’ll need to link your eligible VEEV One device to your account on iqos.com. If your VEEV One device is not registered, you’ll need to provide us with proof purchase. The 12-month warranty period lasts from the date you buy your VEEV One device.

The warranty contains some exclusions that you should be aware of. The warranty does not cover your device if:

Please also note the following:

Your warranty rights are in addition, and do not replace, rights and remedies provided by consumer protection laws in the United Kingdom.

3. IQOS Support Services

IQOS Support Services are available to legal age IQOS device users that (i) bought their devices direct from us in the UK, (ii) have a registered, and eligible, IQOS device linked to their customer account on iqos.com account, (iii) have a device that is within its warranty period and has a readable and valid serial number, and (iv) are residents in the UK. Currently, eligible devices are: IQOS ILUMA PRIME, IQOS ILUMA,  IQOS ILUMA ONE, IQOS ILUMA i PRIME, IQOS ILUMA i, and IQOS ILUMA i ONE.

IQOS Support Services includes Accidental Damage Cover and International Assistance. IQOS Support Services are not available to you if you have a secondhand device.

4. Accidental Damage

If your IQOS device suffers accidental and unintended damage that affects its functionality, and which has not been caused by your misuse, you may be eligible to (i) a replacement device that is of the same type or equivalent to your damaged IQOS device in terms of performance, functionality and reliability, or (ii) a repair, or (iii) a replacement part for your IQOS. Where eligible, we will arrange at our cost the collection of your damaged IQOS device and delivery of your new/repaired IQOS or replacement part.

There are some limitations you need to be aware of when using our Accidental Damage support service. These are as follows:

To make a claim under our Accidental Damage support services, you must:

5. International Assistance.

The International Assistance service provides you with support should your IQOS device develop a fault or encounter problems when travelling within countries where IQOS devices are sold. To use the service, please call 00800 2559 2559 or +41 21 547 88 88 and they will work with you to find the best solution to your problem, which could include providing a replacement of your device. If we do this, please note the terms and conditions relating to Accidental Damage will apply.

Please remember, if you are provided with a replacement IQOS as part of our International Assistance programme, you must be aware that the replacement device becomes your property and you will lose any right to, or ownership of, your old device. 

The countries that currently support International Assistance: Armenia, Albania, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Malaysia, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, UAE, Ukraine and UK.

6. Recycle and Reward

Our Recycle and Reward scheme enables you to get rewards when you return used vape pods, vaping devices or vaping cartridges, from any brand.

a. Eligibility

To participate in the Recycle and Reward scheme you must be a nicotine user, aged 18 or older, and living in mainland Great Britain. Recycle and Reward is not available if you’re in Northern Ireland, the Hebrides, Shetland Islands, Orkney Islands, Isles of Scilly, Jersey Guernsey or the Isle of Man, or outside of the United Kingdom.

You must have an IQOS account to send us your recyclables through this scheme. 

To get the reward, bring your recyclables to a member of staff. They will tell you how much you can save on your same-day purchase in store. 

b. Recyclables we’ll accept

We don’t accept other types of electrical waste as part of our Recycle and Reward Scheme, so please ensure that any chargers, cables or accessories used with your recyclables are disposed of at your local WEEE collection facility.

c. Rewards when you recycle via a participating retail store

From 16 September 2024, you can return recyclables to participating 888 Vapour stores or the London IQOS store.

Our current reward gives you up to £5 off on any in-store purchase. Each recyclable you return gets you £1 off an eligible purchase but we cap the discount at £5 per sale.

Discounts need to be used immediately. We do not offer credit notes, issue discount codes or provide a cash alternative if you choose not to use your reward immediately.

d. Rewards when you recycle via our postal service

If you can’t get to a participating retail store, you can get a reward by sending us a minimum of 4 recyclables in the post. To do this, call Customer Care. We’ll send you a pre-paid postage label to the e-mail address registered to your IQOS account. You’ll have to follow all instructions that we provide to you, including those outlined at section D.2.( of these terms and conditions.

Our current reward for postal returns is a £5 e-voucher, for use on iqos.com. The single use e-voucher lasts 12 months from date of issue. If you don’t use it, you’ll lose it. Only one e-voucher can be used per transaction on iqos.com and it can only be redeemed when spending at least £6 in a single transaction.

You can return as many recyclables as you like but you can only get up to two vouchers per calendar month.

Your voucher will be sent to you by e-mail up to 5 days after we receive your package of recyclables.

Please remember, you’ll need to: supply your own envelope, attach the pre-paid postage label provided, and make sure that your recyclables are securely enclosed. For safety reasons, please do not send in the post recyclables with cracked casings or exposed, detached or damaged lithium batteries. Dispose of these in store or at your local WEEE collection facility.

e. General

Once you’ve given us your recyclables they cannot be returned.

Rewards cannot be used in combination with any other discount or offer you may be entitled to.

Recycle and Reward is for your personal and non-commercial use only.

If we suspect that you might be in breach of these terms and conditions, or otherwise attempting to defraud us, we can refuse to accept future recycling requests and withdraw rewards.

We reserve the right to suspend, amend or withdraw rewards, or the Recycle and Reward scheme in its entirety, at any time.

7. 30-day money back guarantee

If you’ve bought an IQOS device direct from us in the UK and have registered your device on your iqos.com account or can provide proof of purchase, you can return your IQOS within 30 days from the date of purchase.

8. Refer A Friend

Legally aged IQOS users with (i) a registered account on iqos.com, and (ii) a registered IQOS device (a ‘Referrer’), can provide their legally aged tobacco or nicotine user friends who are UK residents (each, a "Referee") a unique and personal referral code to get a discount on the first IQOS ILUMA i Starter Kit the Referee buys directly from us via iqos.com, Customer Care or IQOS stores, off a full priced IQOS ILUMA i Starter Kit.

All Referrers must obtain the Referees confirmation that they are interested in purchasing an IQOS ILUMA i Starter Kit before sharing a referral code, and that they are legally permitted to purchase tobacco and/or nicotine products. 

For iqos.com, Referees should use the referral code at checkout. 

Referral codes are personal and unique, untransferable and must not be shared on social media or other large scale sharing platforms. Referrers can refer up to 15 legally aged smoker friends and receive a reward for each successful referral, providing that that these terms and conditions are adhered to.​

If the referral code is successfully used by the Referee, the Referrer will receive a single use code (worth £70) to use on iqos.com or IQOS stores. The code will be sent via email within 10 days. This code can be redeemed against any single purchase worth £106 or more. The code will expire 6 months from the date of issue. If the item purchased by the Referrer using code is returned to us, the Referrer will be refunded for anything spent above the code value. The code will not be returned to the Referrer.​

We reserve the right to:​

Any changes to the programme or these terms will be published here.

9. IQOS Club

IQOS Club is a loyalty programme available for legal age IQOS users, based in the UK with a genuine IQOS device bought in the UK.

Please review all eligibility requirements and full terms and conditions here (Terms and Conditions For IQOS Club).

You can choose to deactivate your membership or ‘opt-out’ of IQOS Club at any time. Just visit our privacy center at www.pmiprivacy.com/global/en/consumer

G. MULTI-BUY PRICING

IQOS consumers purchasing eligible consumable products through IQOS.com may benefit from multi-buy pricing, subject to these Terms and Conditions. which provides a discount based on (i) the number of eligible product bundles purchased in a single transaction, and (ii) whether the purchase is made under an active IQOS subscription.

Without Subscription

With Subscription

General Conditions

H. OFFER TERMS AND CONDITIONS

1. Promotional Codes

Unless we tell you otherwise, codes that we provide are single use and only redeemable against purchases on iqos.com. Codes cannot be used in conjunction with any other offer. They are non-refundable, non-transferrable, have no cash value and cannot be used against delivery charges. All offers are temporary, and subject to availability or whilst stocks last, whichever comes first.

2. Sampling

Eligibility:

Where it is lawful to do so, we may offer legal age nicotine users, resident in the UK, free sample(s) of our products. Free sample(s) are for your personal use and may not be sold or otherwise made available to anyone under the legal age of 18. We limit the number of free samples that you can receive. Our current business rules only allow one free sample per eligible product to be issued per account registered on either www.iqos.com or www.zyn.com.    

3. Changes in prices or discounts

We may update or change the prices of products, as well as any offers, promotions, discounts or price-related benefits, at any time.

Unless expressly stated otherwise, such changes:

Any changes to prices or offers may affect the availability, scope, or value of any related discounts, promotions or other price-based benefits going forward. This includes the amendment, replacement or removal of such benefits.

For clarity, changes will not affect orders already placed and accepted by us prior to the change taking effect.

I .WASTE AND ELECTRICAL RECYCLING

To comply with our obligations under the Waste Electrical and Electronic Equipment (WEEE) Regulations 2013, IQOS UK pays into a central scheme (which helps to fund recycling sites throughout the UK), and we also offer a take back scheme to ensure all customers buying electrical goods from us can return their electrical waste to us for free. Any product marked with a crossed-out wheeled bin symbol on the packaging can be recycled. Waste electricals that are not properly recycled will end up in landfills where hazardous substances can leak out and cause soil and water contamination that is harmful to wildlife and human health. To recycle your old electricals yourself find your nearest recycling point here: www.recycle-more.co.uk.

Our Battery Producer Registration Number (“BPRN”) is BPRN06152.

Our Electrical Electronic Equipment (“EEE”) Product Registration Number is WEE/FB5612UY.

J. PERSONAL INFORMATION

We fully comply with relevant consumer and data protection legislation applicable in the UK and for more information on what we do with your Personal Information, please read our Privacy Policy.

K. GENERAL TERMS AND CONDITIONS

Our liability to you

1. We are responsible for foreseeable loss and damage caused by us.

If we fail to comply with these terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breaking of the contract or where we’ve failed to use reasonable skill or care.

2. We are not responsible for business losses.

We only supply products for your personal and domestic use. You agree not to use the product for any commercial, business or re-sale purpose. We will not be liable to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

3. We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by UK law.

4. These terms and conditions are effective from 26/06/2026. 

They apply to all orders, products and services we provide, or you use, on or after midnight on that date.

5. We may transfer our rights and obligations under our contract with you to someone else.

6. This contract is between you and us.

No other person shall have any rights to enforce any of its terms.

7. If a court finds part of this contract illegal, the rest will continue in force.

Each part and the sections of the Terms and Conditions operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

8. We can change these Terms and Conditions from time to time.

Changes will be published online. You should read these Terms and Conditions each time you wish to place an order or use our services to ensure you understand the terms that apply.

9. These terms and conditions are governed by English law and the English courts shall have exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions.

10. These products are not risk-free and contain or provide nicotine, which is addictive. Only for use by adults.