How to return my IQOS and get a refund?

You can return your IQOS online or from home with the help of our IQOS Customer Care. You can return IQOS devices and IQOS Accessories within the first 60 days after purchase by using our 60-days moneyback guarantee. You cannot return HEETS.

You can use the original packaging to send it to us. If you don’t have the original packaging, make sure it’s boxed up safely.
Signs your IQOS can’t be shipped back:
  • Bloated or burst/broken case
  • Heat development while not in use
  • Melted or deformed parts
  • Sparks or jets of flame have erupted
  • There was a short circuit.
How to return online on web:  
  1. Just log into your account and navigate to your previous purchases. You’ll see a “return” option there.
  2. Once you click “return,” we’ll generate a QR code for you. The code will be valid for ten calendar days.
  3. Take your QR code and your device to a UPS. They’ll scan it and print a delivery label for you.
  4. Once your device is back with us, we’ll give you a full refund on whatever method you used to purchase your IQOS.
How to return online with IQOS Care Expert:  
  1. Call our IQOS Customer Care team.
  2. An IQOS Care Expert will start the process on your behalf.
  3. The IQOS Care Expert will generate and send you a QR code. The code will be valid for ten calendar days.
  4. Take your QR code and your device to a UPS. They’ll scan it and print a delivery label for you.
  5. Once we receive the device, your card will be credited with the full amount of the purchase.
The information provided is subject to terms and conditions.

IQOS is the first and only tobacco heating system authorized by the US FDA as a Modified Risk Tobacco Product.*

*This does not mean that IQOS is risk-free or that the FDA has approved or endorsed IQOS.