Warranty and benefits

Warranty and benefits

A man driving a car and a woman sitting in the passenger seat holding an IQOS device.

We'll cover your IQOS with a 1 year warranty.

Your IQOS device kit comes with a 1 year warranty starting from the day you bought your device (for purchases made in the Philippines only). Make sure what your device is registered to your account in IQOS.com.

A man wearing glasses reading a warranty brochure.

What do we cover with the IQOS warranty?

PMFTC Inc. (or “PMFTC”) in cooperation with ActivAsia Inc. (or “AAI”) as an authorized distributor and Transcosmos Asia Philippines (or “Transcosmos”) as an authorized customer care service provider of PMFTC, will at its option (but without affecting your statutory rights) 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 voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.

What don't we cover with the IQOS warranty?

The following aren't covered by 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
A woman holding a smart phone in her left hand and an IQOS device in her right hand.

International assistance, for support wherever you are in the world

Covering over 40 countries, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch with us. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible. Just call 001 800 2559 2559 for international assistance.

Are you abroad and need help with your IQOS device?

Not to worry, our international assistance team is only a call away. Just call 001 800 2559 2559.

How do you get access to the IQOS international assistance service?

You just need to have registered to IQOS and linked your device to your account before you leave.

Where in the world are you covered by IQOS international assistance?

IQOS international assistance is available in 40 countries.

Terms and conditions

Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights and the warranty of your IQOS in the country of purchase. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.

A smiling woman with an IQOS Pocket Charger and Holder.

Register your IQOS device at iqos.com and unlock great advantages like:

  • fast and free IQOS replacement*
  • international coverage with IQOS support and IQOS device replacement services wherever you are in the world
  • access to limited editions and exclusive offers

If you bought your IQOS device on our website or one of our IQOS Stores, your device is automatically registered so you can start enjoying all your extra benefits from day one.

*When your device is accidentally damaged and still under warranty 

Register today

How to make a claim for an IQOS replacement

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

Do you want to make a claim? It's easy and quick, just contact our Customer Care service available Monday to Sunday from 8 a.m. to 9 p.m. and we will help with troubleshooting any problems with your device.


Message us through our Facebook Page.


Let’s chat

In Store

Visit any of our IQOS Stores with after-sales service.


Our phone line connects you directly to an IQOS Customer Care Agent. Call us at #983838.

Call #983838