Frequently Asked Questions

What customer care is available?

Customer care and support is available for all IQOS users who have registered device/s which are within warranty. The services involve:

1. IQOS Coach: Dedicated remote personal assistance by trained personnel.

2. Accidental Damage: Free replacement in case of an accident via different replacement channels.*

3. International Assistance: Support and replacement options in selected countries when traveling abroad for uninterrupted IQOS experience.

*Terms and conditions apply. For more info see terms and conditions.

How long is this customer care available?

Customer care services apply with the duration of the warranty of the device. From the date of purchase, a registered device has a warranty of one year.

What happen if i purchases an IQOS device in a different country where the IQOS Customer Care T&C’s are accepted?

Coverage will apply in the country where the IQOS user enrolled into the programme which is not necessarily the purchase country.

Before myIQOS was launched in my market, I had already a replacement of my device for accidental reason. Will I have another chance to have my device replaced?

According to myIQOS conditions, only one accidental damage claim can be done by registered device during the duration of the IQOS voluntary warranty period. Previous replacements do not affect your coverage.

How do I terminate participation in myIQOS?

You may terminate participation at any time with immediate effect by notifying our Customer Care Call Centre by calling 0800043387.