‘MONEY BACK’ Device Refund Commercial Policy

The Company offers the ‘Money Back’ service to all adult users of alternative heat-not-burn products, in order to give them the opportunity to try the device with no strings attached, so that they can confidently shift from using cigarette products to using heat-not-burn products.

Adult users who decide to purchase an IQOS devices and are not satisfied for any reason have the right to return their device within 30 days from the date on which they purchased the device from a physical point of sale and receive a refund for that device. The terms and conditions of the service are presented below.

Terms and Conditions:

  • Any adult consumer may benefit from the Money Back service for their first IQOS device.
  • To benefit from the Money Back program, consumers must have the specific device registered on IQOS.com.
  • The return may be concluded only within 30 days from the purchase date, as indicated on the receipt. The original receipt proving the purchase of the device must be presented by an adult smoker who is the bearer of the device.
  • The return may be concluded only at the point of purchase of the device indicated on the receipt.
  • The device must be returned together with all the peripheral products that accompany the device (and are contained in the packaging at the time of purchase) and are associated with the use thereof (cleaners/cables/lids/cases/current transformers/individual parts of the device sold separately/holders/chargers).
  • There must have been no replacement of any component of the device.
  • There must have been no personalization (e.g. engraving) or any damages on the device.
  • The refund to which the customer is entitled is calculated based on the price of the device at the time of purchase of the package. It is expressly clarified that the refund only concerns the value of the device, and is paid by the seller at the point of purchase thereof, following communication with the consumer.
  • Neither the value of the consumables nor the consumables themselves are refunded through the ‘Money Back’ service.
  • Neither the value of any accessories contained in the package deal nor the accessories themselves are refunded, unless otherwise communicated by the Company with regard to specific package deals.
  • The consumer is informed about the said plan by these terms, and may receive more detailed information from the point of purchase upon request.
  • The right to return the device, as above, is an additional provision offered by the Company, and may be terminated or amended at any time in the future. It is not associated with the (legal or commercial) guarantee for the device, and the return can be made only once as regards the relevant device. In the event of change of the device or a component thereof for reasons concerning the legal or commercial guarantee for the device, the above plan does not apply.

For any further information or clarification about the plan, you can contact the point of purchase or the IQOS support team.