Frequently Asked Questions
The duration of the IQOS warranty for IQOS ILUMA i™ devices (Pocket Charger and/or Holder) that have not been registered is 12 months from the date of purchase in your country.
If you register your IQOS ILUMA i ONE or IQOS ILUMA i device within 30 days from date of purchase, your standard 12-month IQOS warranty will be extended for an additional 6 months, to a total of 18 months
If you register a IQOS ILUMA i PRIME™ device within 30 days of purchase: (a) your standard 12-month IQOS warranty will be extended for an additional 12 months to a total of 24 months; and (b) you will also get 24 months Accidental Damage Protection (eligible for 1 (one) replacement in cases of accidental damage).
IQOS warranty covers replacement of IQOS ILUMA i™ device if they show defect in material or workmanship, and provided the device has been used according to the User Guide. We’ll provide a replacement product with equivalent functionality and, where possible, of a matching colour and model (based on availability).
IQOS warranty does not cover electronic (e.g power adaptor, charging cables, etc.) or non-electronic accessories (e.g wraps, sleeves, doors, etc.).
IQOS warranty is in addition and without prejudice to all rights and remedies you have under the consumer protection law in the country of purchase. Terms and Conditions apply.
For more details, please refer to warranty card in your IQOS ILUMA i™ kit or on iqos.com.
Products with expired warranty are excluded from the warranty service.
Unfortunately, not. If your device needs to be replaced, it will be replaced by the same model (i.e., IQOS ILUMA device will be replaced with an IQOS ILUMA device and based on availability).
No, the warranty terms for IQOS ILUMA and IQOS ILUMA i devices are different.
All IQOS ILUMA™ devices purchased after the launch of IQOS ILUMA i™ will come with 12-month IQOS warranty (regardless of whether registered or not) whereas IQOS ILUMA i™ devices will, if registered within 30 days of purchase, benefit from extended warranties (i.e. extra 6 months in the case of ILUMA i ONE and ILUMA i mid and extra 12 months in the case of ILUMA i PRIME) and certain other benefits (e.g. Accidental Damage Protection in the case of ILUMA i PRIME devices). IQOS ILUMA i™ devices that are not registered within 30 days of purchase will receive the standard 12-month IQOS warranty.
This is in addition and without prejudice to all rights and remedies provided by the law. Terms and Conditions apply.
Comparison of IQOS ILUMA™ and IQOS ILUMA i™ device warranties following launch of IQOS ILUMA i*:
| Device | Warranty if device IS NOT registered within 30 days of purchase | Warranty if device IS registered within 30 days of purchase |
| IQOS ILUMA i ONE IQOS ILUMA i | IQOS Warranty: 1 year | IQOS Warranty: 1 year & extended IQOS Warranty: +6 months (for total of 18 months) |
| IQOS ILUMA i PRIME | IQOS Warranty: 1 year & Accidental Damage protection: 1 year (one full kit replacement for a registered kit – granted once either for holder or charger whichever needs first) | IQOS Warranty: 1 year & extended IQOS Warranty: + 1 year (for total of 2 years) & Accidental Damage protection: 2 years (one full kit replacement for a registered kit – granted once either for holder or charger whichever needs first) |
| IQOS ILUMA ONE IQOS ILUMA IQOS ILUMA PRIME | IQOS Warranty: 1 year | IQOS Warranty: 1 year |
* NOTE: The above is in addition to any statutory warranty(ies) that may also be available or apply under local law (such as the Consumer Protection Act 68 of 2008)