IQOS Warranty - FAQs

1. Can I replace my device if it malfunctions?

Every IQOS device comes with a 12-month warranty from the date of purchase. This warranty covers any functional issue that may occur on your device, as long as it is registered on your iqos.com profile. So, if your IQOS device develops any malfunction and still is within warranty, you can get it replaced for free.

2. I purchased my IQOS device in another country, is the warranty valid in Malta? 

The manufacturer warranty is valid only in the country of purchase. It’s not directly enforceable in a third country. If you are travelling to a country where IQOS is sold, you can use the International Assistance line, if you are an eligible customer (eligibility varies per Origin country). For Malta, you need to have a registered device. 

If your device has not yet been registered in another country, you can easily register it as you would register a device purchased in your home country. In order to register your IQOS device to your account you have to follow the process in the link. If your device has already been registered in another country, you will need to contact us. 

3. Can I replace my device overseas? 

Yes, as long as you have a registered device. In case your device is eligible we may replace it for you under International Assistance service.

4. When is a defective IQOS device or heating element replaced? 

The customer service team will repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS User Guide and which are subject to a valid warranty. The provisions of this warranty are only valid in the country of purchase. 

What we don’t cover with the IQOS warranty: 

Damage caused by normal wear and tear.
Cosmetic damage (such as scratches, dents, broken plastic etc.). 
Damage caused by misuse, power surge, improper handling, liquid contact, or fire. 
Malfunction caused by using the device with non-compatible products.
Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS. 
Damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

5. What is the difference between commercial, voluntary, manufacturer and optional warranties?

None! You may see the terms voluntary or optional to describe the IQOS warranty, which is officially called commercial. To see in detail what is included, select the "IQOS warranty services" section of this page.

6. What are the IQOS devices’ warranty terms & conditions?

Select here your device and find the terms of its commercial warranty.

7. What is included in our commercial warranty?

The commercial warranty will cover the repair or replacement of holder and/or charger of IQOS branded products that have a manufacturing defect, assuming the product is used in accordance with the associated IQOS user documents. For more details, please refer to the first section of “IQOS warranty services” of the current page.

8. What is not included in our commercial warranty?

The commercial warranty does not cover charging cables, as well as issues that may arise due to battery degradation over time. For more details, please refer to the first section of “IQOS warranty services” of the current page.

9. How does the claim process work?

Ensure the availability of proof of purchase or ensure that your device is being linked/registered under your profile. If you haven’t already registered your device, you may start here.

Follow the instructions here to claim your replacement. Even if there is no proof of purchase and the device is not registered in your profile, you can see if your device is still covered by its commercial warranty. Contact us and we will help you with everything you need.

We reserve the right to apply a warranty period commensurate with the date of manufacture of its components, based on our records.

10. How can I check my warranty status?

The simplest method is to link your device to your profile, giving you instant access, 24/7 to your warranty status.

Alternatively, you can contact our customer service team or visit us in your preferred IQOS store.

11. My device’s battery no longer performs well. Why isn’t it covered by the warranty?

The warranty does not cover issues resulting from battery degradation over time. This is considered normal wear due to device usage.

To extend your battery’s lifespan, we recommend charging the device within the specified temperature range, avoiding long periods without charging, and using the original IQOS charging cable according to the user manual. Learn more here.

12. Why is there a 30-day deadline to register the device to enjoy the benefits of the Extended Support Package?

We want you to benefit from IQOS programs and services from the very first day you choose your device.

13. What is the difference between the legal and the commercial warranty?

The legal warranty is valid for two years and covers defects that existed in the device at the time of purchase. The consumer must contact the point of purchase and present the receipt. During the first year from the purchase date, the seller must prove that the defect did not exist at the time of purchase. In the second year, the consumer must prove that the defect was present at the time of purchase. On the other hand, the commercial warranty is valid for one year (see here how to extend it) and does not require a purchase receipt if the device is registered in the consumer’s IQOS.com profile. Additionally, there is no need to check whether the defect existed at the time of purchase. The focus is on resolving the issue, and if no solution is found, the device is replaced. Furthermore, consumers have the flexibility to visit any replacement point.