NEW revised Trade-in values!

1. What is this Trade-in Programme about?

The Trade-in Programme allows you to receive a discount on your purchase of our latest IQOS ILUMA device, in exchange for your old generation IQOS or lil heat-not-burn device ("Eligible Used Device”).

2. Who is eligible to participate in the Trade-in Programme?

You are only eligible to this Trade-in Programme if: (i) you are an IQOS or lil user aged over 18 years old; (ii) you are registered and your Eligible Used Device is linked in our IQOS database; and (iii) your main residence is in Malaysia (iv) your Eligible Used Device is not disarticulated - the pocket charger and holder shall be considered collectively as one unit, except for IQOS 3 MULTI, lil SOLID 2.0 and lil SOLID Ez which consist of one holder per unit.

3. What happens if I am not a registered user and my Eligible Used Device is not linked?

We will assist in registering you in our IQOS database and proceed to link your Eligible Used Device to your profile. If you have returned your Eligible Used Device via courier, we will contact you to register. You can only trade-in your Eligible Used Device after the registration process has been completed.

4. What happens to the collected Eligible Used Device?

We will send the Eligible Used Device for recycling as part of our corporate sustainability efforts.

5. Where can I find out more information about this Trade-in Programme?

You may get in touch with our IQOS Care Team at 1-800-81-0958 or visit our IQOS Authorised Centre for more information. You can find the nearest IQOS Authorised Centre on https://malaysia.iqos.com/en/store-locator

6. Which Eligible Used Device can I Trade-In?

• IQOS 2.4
• IQOS 2.4 PLUS
• IQOS 3.0
• IQOS 3 DUO
• IQOS 3 MULTI
• IQOS ORIGINALS DUO
• REFRESHED IQOS 3 DUO
• lil SOLID 2.0
• lil SOLID Ez

You will need to return the pocket charger and holder - the pocket charger and holder shall be considered collectively as one unit, except for IQOS 3 MULTI, lil SOLID 2.0 and lil SOLID Ez which consist of one holder per unit. You are not required to return your charging cable and cleaning tool. You will still be eligible for the Trade-in Programme regardless of your Eligible Used Device's condition.

Please take note that IQOS ILUMA and lil HYBRID Ez devices are not eligible for the Trade-in Programme. Any ineligible device returned will be rejected and we will not be responsible for any missing device after we ship the ineligible device back to you.

7. How many Eligible Used Device can I trade-in?

The number of Eligible Used Device that you can trade-in is 1 unit per account.

8. What will I get when I successfully trade-in my used IQOS device?

You will receive a RM70 rebate when you trade-in your eligible used IQOS device.

9. What will I get when I successfully trade-in my used lil device?

You will receive a RM40 rebate when you trade-in your eligible used lil device.

10. Which trade-in rebate will I be entitled to if I purchase two different ranges of IQOS ILUMA devices?

The trade-in rebate is a flat rate of RM70 if you Trade-in an IQOS device or RM40 if you Trade-in a lil device no matter which range within the individual brands.

11. What are the prices of the IQOS ILUMA devices after I have traded-in my used IQOS device?

¹Applicable and can be stacked with any ongoing device promotions unless otherwise specified in the terms and conditions of the relevant promotions

²Raya terms & conditions apply

12. What are the prices of the IQOS ILUMA devices after I have traded-in my used lil device?

¹Applicable and can be stacked with any ongoing device promotions unless otherwise specified in the terms and conditions of the relevant promotions

²Raya terms & conditions apply

13. What should I do if I did not get my rebate after returning my Eligible Used Device?

Get in touch with our IQOS Care Team at 1-800-81-0958 or chat with us on IQOS.com.

14. How can I redeem my TNG eWallet credits?

First, you will need to register for a TNG eWallet account and download the app on your smartphone. Launch the app and tap on “Reload”. Select “eWallet Balance” and “TNG eWallet Reload Pin”, then enter your reload pin. The TNG credit provided is not meant to be used for the purchase of any nicotine or tobacco products.

1) Trade-in via IQOS Authorised Centre

a) Instant Rebate at IQOS Authorised Centre

i. Choose and buy our latest IQOS ILUMA range directly at any of our IQOS Authorised Centres.

ii. Return your used older generation IQOS or lil device, which excludes IQOS ILUMA and lil HYBRID Ez devices ("Eligible Used Device") to our friendly store assistant.

iii. The rebate will be offset instantly.

b) TNG Rebate within 14 days

i. Choose and buy our latest IQOS ILUMA range through our Online Stores or selected General Trade Stores.

• Online Stores: IQOS.com, IQOS Authorised Store Lazada and Shopee.
• General Trade: IQOS Partners, selected convenience stores (myNEWS, 7-11, etc.), selected petrol marts (BHP, Petronas, etc.), or participating eateries (mamak, coffee shop, etc.).

ii. Walk into an IQOS Authorised Centre and return your Eligible Used Device to our friendly store assistant within 30 days from the date you receive your newly purchased IQOS ILUMA device.

iii. The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.

2) Trade-in via Courier

i. Choose and buy our latest IQOS ILUMA range from IQOS.com or IQOS Authorised Store Lazada and Shopee.

ii. Return your Eligible Used Device using the return envelope with the consignment note that comes with your delivery parcel within 30 days from the date you receive your newly purchased IQOS ILUMA device.

iii. Fill in your details on the return envelope and consignment note.

• For Citylink pick-up, kindly contact Citylink Pick-up Hotline at +603-5565 9999 or Citylink Pick-up WhatsApp at +6016-323 9999. For more information, you may visit here.
• For drop-off, kindly locate the nearest Citylink hub here.

iv. The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.

3) Trade-in via IQOS Care Team

i. Choose and buy our latest IQOS ILUMA range from IQOS Authorised Centre, Online Stores or selected General Trade Stores.

• Online Stores: IQOS.com, IQOS Authorised Store Lazada and Shopee.
• General Trade: IQOS Partners, selected convenience stores (myNEWS, 7-11, etc.), selected petrol marts (BHP, Petronas, etc.), or participating eateries (mamak, coffee shop, etc.).

ii. Return your Eligible Used Device within 30 days from the date you receive your newly purchased IQOS ILUMA device by getting in touch with our IQOS Care Team at 1-800-81-0958 or by sending a return request email to contact.my@iqos.com with your Name, Address, Contact Number, Type of traded-in device, ILUMA Serial Number, preferred pick-up date and time.

iii. Citylink will pick up your Eligible Used Device as per the agreed date and time. Our IQOS Care Team will help to arrange the pickup accordingly.

iv. The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.