Terms of Sales
Orders and cancelling
PLACING AN ORDER
We only sell and deliver to customers in Jordan.
How you can place an order. To order Products, registration and opening a password protected customer account are required at first. Furthermore, to place an order, you will be required to input your national ID for Age verification upon delivery. You must have reached at least 19 years of age to do so. You are required to enter your personal information truthfully and to keep your password strictly confidential to ensure it does not fall into the hands of any third party. Any disclosure to third parties of your password or any other access info for the Website is prohibited. You are obligated to accept these Terms before placing any order. You can place an order via jo.iqos.com. In order to comply with the law we are required to verify that you are of the legal age of 19 or over before we can deliver an order.
How we will accept your order. When you place an order for Products, jo.iqos.com will send you an OTP (One-time password) message for validation. After that, a confirmation e-mail and SMS text message will be sent with the details of your confirmed order. From that moment, you have entered into the contract of sale, you are responsible for updating your address before placing any order. If these Terms are not met when using jo.iqos.com, we reserve the right to cancel your order and bar your access to the Website by terminating your user account without notice.
Where we may not accept your order. We reserve the right to refuse or cancel your order at any time for any reason.
Maximum order. Unless otherwise mentioned on jo.iqos.com, each customer residing in Jordan may order a maximum of five IQOS devices per 6 months on jo.iqos.com. Other Products available for placing an order via jo.iqos.com are not subject to a maximum order limit. We may modify the maximum amount of Products specified above at any time at our discretion.
Product availability. We make every effort to provide the best availability of Products offered on jo.iqos.com. However, if a product is no longer available once an order is placed, you will receive a message from jo.iqos.com informing you that your order will be delayed or canceled in part or in full. If delayed, you have the option to cancel your order by contacting our IQOS Customer Care team via the channels listed on the Contact page. Nevertheless, we reserve the right to replace an item that is no longer available with another item of the same type (e.g., a different color). In this case, you will still have the option to cancel your order if you do not want this change.
Product availability related to promotions (free IQOS ILUMA Prime Kit). Loyal IQOS users eligible for free IQOS Prime Kit are subject to product availability until quantities run out. Redemption available on a first come, first serve basis. The company reserves the right to amend and/or stop this promotion program at its sole discretion without notice.
Resale. Resale of Products purchased on jo.iqos.com is strictly prohibited.
Pricing. All prices posted on jo.iqos.com include VAT at the rate in effect. Prices posted at the time the order is placed are valid.
Payment. We offer cash/credit on delivery for online purchase submitted on jo.iqos.com
YOUR RIGHT TO CANCEL
You can only cancel your orders from iqos.com upon/before delivery.
How you can cancel. To exercise the right to cancel, you must inform us of your decision to cancel your order by notifying IQOS Customer Care team and providing your order details, including your name, address, details of the order you wish to cancel and, where applicable, your telephone number and email address. To cancel your order, contact IQOS Customer Care and provide the order details.
We will attempt to reimburse you using the same payment method that you used to pay for the items as soon as possible after we receive your cancellation notice. The time period for reimbursement depends on transactions of the payment service providers and banks and it may differ from one provider to another. Another payment method may be used to reimburse you if you give us your consent. In any case, you will not incur additional charges.
We guarantee reimbursement for any item returned in accordance with this "Your right to cancel" clause.
Delivery and returns.
DELIVERY
Delivery duration. Once we have accepted your order, we will dispatch your item(s) and aim to deliver it/them up to 48 hours depending on your location. You will receive an SMS confirmation once your order has been dispatched.
Delivery schedules and delivery times are not guaranteed and may vary. You may not choose a specific delivery time or demand delivery on a specific day. The delivery duration provided under these Terms applies to the first attempt of delivery only.
Delivery restrictions. We require a person over the age of 19 to sign for the delivery following verification of age through in person official ID check. Without this, we cannot complete the delivery and your order may be cancelled. Our customer service team will contact you to create a new order if the delivery is unsuccessful. We will only attempt three times to deliver the Products to you. The order will be cancelled in case the delivery is not successful after three attempts. Delivery timings may change. If your order is delayed, we’ll keep you updated with a new estimated time of arrival. If delivery is delayed by more than 15 days, you may contact us to cancel the order.
Delivery charges
We offer free delivery for a limited time only. We may change the values specified at any time.
WARRANTY
Warranty against faulty hardware. Our Products are manufactured to a high standard and we do our best to make sure everything works perfectly so that you have the best possible experience with our Products. All new devices and purchased directly from us online come with a 12 month warranty. Ensure your device is linked to your account at jo.iqos.com so your warranty details are always available. If you and/or your device are not registered, you will need to provide proof of purchase in order to claim your warranty.
What does the warranty not cover? Due to the nature of the product, this warranty does not apply to consumable products such as HEETS/TEREA and accessories. Our warranty covers manufacturing defects for a period of 12 months. This means that if your Product develops a fault during the guarantee period in accordance with the warranty documents, we'll arrange for it to be repaired or replaced free of charge.
How does the warranty work? The warranty provides cover against manufacturing faults. During the warranty period, if your device stops working properly or is faulty, we’ll arrange for the IQOS device to be repaired or replaced free.
If you believe that your IQOS device is faulty please contact IQOS Customer Care. We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary we will provide a replacement. If you are registered and your device is linked to your account, your warranty details will be available and no proof of purchase is required, if you and or your device are not registered you will need to provide proof of purchase before a replacement can be considered.
If no equivalent product is available we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your own cost.
What’s not included? There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:
- Products which have been used for more than 14,600 cycles (applies to IQOS 3 DUO, IQOS ORIGINALS DUO, IQOS ORIGINALS ONE, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA ONE)
- Accidental damage, for example if your product has been dropped
- If the product has been used commercially or for business purposes
- Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected
- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.
- Products that have been tampered with or serviced by a non-IQOS approved retailer
- Deliberate damage or neglect of the product
Please note that our warranty only applies to products purchased in Jordan. The rights conveyed under this warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in Jordan.
Attendees must be IQOS users or smokers aged 25+.
Content capture disclaimer: Filming and photography will take place.
Device distribution disclaimer: Only for eligible IQOS users in the database.
Acceptance of terms by attending the event.
The Company reserves the right to amend the T&C at any time without prior notice.
How to Contact Us
Please contact us at contact.jo@iqos.com for any questions you may have about these Terms.