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.
- Just log into your account and navigate to your previous purchases. You�ll see a �return� option there.
- Once you click �return,� we�ll generate a QR code for you. The code will be valid for ten calendar days.
- Take your QR code and your device to a UPS. They�ll scan it and print a delivery label for you.
- Once your device is back with us, we�ll give you a full refund on whatever method you used to purchase your IQOS.
- Call our IQOS Customer Care team.
- An IQOS Care Expert will start the process on your behalf.
- The IQOS Care Expert will generate and send you a QR code. The code will be valid for ten calendar days.
- Take your QR code and your device to a UPS. They�ll scan it and print a delivery label for you.
- Once we receive the device, your card will be credited with the full amount of the purchase.