IQOS – Frequently Asked Questions
Warranty
The warranty is valid for 1 year from the date of purchase. The warranty is valid for all components including the AC Power Adaptor and USB Cable. For the Pocket Charger and Holder, the warranty is valid for 1 year from the date of purchase or 7300 usages (whichever comes first).
In case of any problems, reset the device: Press the button for 10 seconds, then release. You may be able to fix issues yourself going through our troubleshooter FAQ section.
If the above reset procedure does not solve the problem, please contact our Customer Service via:
Phone: 80027676
Email: contact.lu@iqos.com
IQOS International Assistance provides support for your IQOS when you travel. We are available in 65 different countries. The service is a free service that is made available to all registered IQOS consumers and the service is offered within the duration of your IQOS voluntary warranty valid in the country of purchase.
If you need support while abroad, contact the IQOS Customer Care toll free number* +800 2559 2559 for assistance.
The device replacement will be sent within one to four days, depending on the local service provider’s required time to deliver and your location.
It is not possible to repair an IQOS device. Do not attempt to repair your IQOS device. If your IQOS has stopped working, please press and hold the on/off button together with the cleaning button for 2 seconds.
It is also not possible to remove or replace the battery of your IQOS device.If your IQOS is fully charged but your battery is not working, please press and hold the on/off button together with the cleaning button for 2 seconds.