IQOS returns.
Find information for easy returns and refunds.
Easy IQOS returns, whatever the reason.
Your satisfaction is our priority, so we've made returning products easy.
Bought your products online?
Orders placed on IQOS.com cannot be returned to an IQOS Store. You must log your return online.
Return an online order
You can return all Devices and Accessories bought online from IQOS.com.
Please note:
At the time of delivery, you will need to show your ID for age verification.
No-one else can accept IQOS deliveries on your behalf.
Need to return an online order?
If your order contains multiple products, you can decide which products to return. Returns must be logged within 14 days of receiving your delivery.
Return an online order
How to return an IQOS order:
Submit your return request online and our designated courier service will contact you.
Online via IQOS.com
Log in to IQOS account
Go to your order history.
Select the item(s) to return.
Secure the products in the original packaging.
Our designated courier partner will collect the package.
Fees and refunds
Returns are free.
Once we receive and inspect the returned items, we’ll process a refund to your original payment method.
Once processed, the order status will update on your IQOS profile dashboard and the refund will reflect within 14 days.
Check refund status
For further details, read the IQOS Returns Policy.
IQOS orders made easy.
Want to order something else? Get all the details on how to place an order, track an order, and more.
Learn about IQOS orders
FAQs about IQOS returns.
Orders placed on IQOS.com cannot be returned to an IQOS Store. For orders placed online, you can submit a return request from your IQOS online account or contact the IQOS Customer Care team, who will help you with the return process.
If the order that was delivered to you is incomplete or damaged, please return the order.
To process a return: Within 14 days of receiving your order, simply log in to your IQOS customer account and click on the 'My Orders' section under your account. Select the order you wish to return and click on button ‘Return Order’. You will be contacted by our appointed courier partner.
Alternatively, for assistance, please contact the Customer Service team.
The return period for a product purchased on IQOS.com is 14 days from the day you receive your order.
You can only return an IQOS device free-of-charge if you are cancelling an order placed on IQOS.com or over the phone. In the case of an IQOS device bought from IQOS Authorised Centres or our authorised dealers, returning via IQOS.com is not possible. Instead, please visit the nearest IQOS Authorised centres or our authorised dealers for further assistance.
Always use the original packaging when shipping an IQOS device, if possible.
Before shipping your device, make sure it is not or has not previously exhibited the following faults:
- Bloated or cracked/broken case.
- Heat generation despite being turned off.
- Melted or deformed parts.
- Sparks or stinging flames.
- A short circuit.
If your device shows even one of these signs, you should not ship it. Instead, dispose of the device carefully at a local recycling centre.
Devices containing lithium batteries are considered hazardous materials. Do not send any devices with a damaged lithium battery.
IQOS orders
Everything you need to know to easily place, track, and manage IQOS orders – in one place.
