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Terms and Conditions of certain customer post-purchase care
and Support Services provided by
Phillip Morris South Africa Proprietary Limited

Last updated: 25 May 2026

For a copy of these terms and conditions in relation to IQOS ILUMA and earlier generation devices sold before 26 May 2026, please click here.

1 Application of Terms/Eligibility

  • 1.1     These terms and conditions (Terms) are applicable to and govern the provision of the post-purchase care and support services described in sections 4 - 6 below (Services). You should read these Terms carefully, as they affect your legal rights and govern your relationship with Phillip Morris South Africa Proprietary Limited (Philip Morris or us/we).
  • 1.2     You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database; and (ii) your main residence is in South Africa; (iii) you have registered an eligible device as described in paragraph 2.1 below (Device) in our database either at www.iqos.com, by calling our customer service centre, by email, with an IQOS / SFP Ambassador, or at a participating IQOS store or kiosk (this requirement does not apply to Digital Welcomes and/or personal services or assistance as contemplated in section 6 below).
  • 1.3     By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database. 
  • 1.4     If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Services.  
  • 1.5     No modification of these Terms by you is permitted unless Philip Morris expressly agrees in writing.
  • 1.6     Your use of the Services is at our discretion and we may refuse your application to use, or we may terminate your right to use, the Services for any reason, including if you breach any of these Terms.
  • 1.7     We also reserve the right to amend these Terms and the Services upon notice at any time.

2 Eligible Devices/Registration 

  • 2.1     Any IQOS heat-not-burn Device that has been commercialized and sold by Philip Morris in South Africa is eligible for the Services.
  • 2.2     The Device must have a readable and valid serial number.
  • 2.3     In completing the registration process for our consumer database you must provide all required (mandatory) information in an accurate and complete manner and must keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, your age, smoker status, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information Philip Morris reserves the right to refuse to provide the Services to you.
  • 2.4     The Services provided are personal to you and may not be transferred to any third party.
  • 2.5     Your use of the Services is linked to your country of residence (South Africa). As the Services are only available in certain countries, if you change your country of residence you will not be able to use the Services.

3 Term and Termination 

  • 3.1     You may only use the Services in respect of a device:
  • 3.1.1     That has been purchased in South Africa and duly registered in accordance with these terms and conditions; and 
  • 3.1.2     That is still covered under / falls within the IQOS warranty period applicable in respect of such device (namely, the standard IQOS warranty period of ‘12 months from date of purchase’ or such other extended IQOS warranty period that your device may qualify for – see clause 8.4 below for more information in this regard).
  • 3.2     Philip Morris may refuse to provide the Services to you if you breach any of these Terms. 

4     Accidental Damage Cover (applies only in respect of IQOS ILUMA i PRIME)

  • 4.1     If your Device suffers accidental and unintended damage that affects its functionality and which is not caused by your misuse or reckless behaviour (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph 4. Important note: Accidental Damage cover is only available and applicable in respect of IQOS ILUMA i PRIME devices that were registered within 30 (thirty) calendar days of their purchase (i.e. does not apply to IQOS ILUMA i or IQOS ILUMA i ONE devices).
  • 4.2     You must return the damaged Device (including all components but excluding any accessories, which are not covered) to Philip Morris and you will be provided with a replacement Device (or Device part / component) of the same type and equivalent to a new Device in terms of performance and reliability. If a replacement Device of the same type is not available, a Device in the same category and which is at least functionally equivalent will be provided as a replacement. PMSA reserves the right to, at its sole election, either replace only such parts as may be actually damaged or to provide a new Device ‘kit’ in full, as well as the right to keep any Devices and/or Device parts or components that may be returned to / replaced by PMSA.
  • 4.3     Limitations to Accidental Damage Cover:
  • 4.3.1     You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so, you will not be entitled to a replacement Device.
  • 4.3.2     You are limited to 1 (one) replacement Device for Accidental Damage for each registered Device.  After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this programme (see 6.5 below) in respect of your Device will cease. However, you can still receive the remaining Services for your Device until the end of your membership term (registered Device warranty period). 
  • 4.3.3     You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch of this Service in your country of residence or where any of the following circumstances are applicable:

(a)     Any product that is not an eligible Device (as per the list contained in paragraph 2.1 above);

(b)     Damage caused by abuse or misuse, actual or attempted modification or alteration of the Device, or as a result of a power surge;

(c)     Devices with a serial number that has been altered, defaced or removed; 

(d)     Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris;

(e)     The loss or theft of your Device; 

(f)     Cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;

(g)     Damage or failure caused by normal wear and tear and/or usage of the Device; 

(h)     Improper handling, damage from fire or flood, or natural disaster, war, terrorism, or acts of God;

(i)     Malfunction due to use with non-compatible product;  

(j)     Damage or malfunction caused by failure to use as described in the associated Device User Guide; or 

(k)     Failure due to defects in materials and/or workmanship and/or design (such failures may, however, be covered separately either by your consumer rights or by any Device warranty that may have been provided to you in addition and without prejudice to any other rights and/or remedies provided by consumer protection laws in the country of purchase).

4.4     Making a claim under Accidental Damage Coverage:

4.4.1     You must:

(a)     Report your claim to Philip Morris by calling IQOS Customer Care at +27 (0)800 043 387 or email IQOS Customer Care South Africa at contact.za@iqos.com as soon as possible and no later than 14 (fourteen) business days from the date your Device suffers Accidental Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

(b)     If requested by Philip Morris, you must provide proof of purchase for your Device; 

(c)     Follow any packaging and mailing instructions given by Philip Morris for shipping the affected Device to Philip Morris; and

(d)     Otherwise comply with Philip Morris’s return Devices authorization process. 

4.4.2     You may also make a claim via our customer service centre by calling the number provided for your country of residence on the International Support for IQOS and VEEV - Smoke-Free Travel website (www.smokefreetravel.com/en/support) and providing the same information detailed in paragraph 4.4.1 above.

4.4.3     You must not send Philip Morris products and accessories that are not supported by Accidental Damage replacement. If you send Philip Morris these items, they will not be returned and will be destroyed.

4.4.4     Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways: 

(a)     Carry-in service: You can return your affected Device to a participating IQOS store / kiosk or participating service point (see ‘Full-Service Stores’ using the Store Locator on the www.iqos.com website) and be provided with a replacement.

(b)     Courier delivery: If you live more than 50km away from an IQOS store / kiosk, or store that provides a Full-Service IQOS offering for your Device (including Device servicing) a replacement Device will be couriered to you and you must send the affected Device back to Philip Morris. 

5 International Assistance

5.1     You have access to an international toll free number +80025592559 / +41215478888 or email IQOS Customer Care South Africa at contact.za@iqos.com (charges may apply in some locations) when traveling abroad to countries where your Device is commercialized by Philip Morris or its affiliates or an authorized partner (excludes the United States of America). This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within / under: (i) Accidental Damage Coverage in accordance with these Terms; or (ii) Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide.  

5.2     Service options, Device availability, response and delivery times may vary according to country.  This service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.  

5.3     Limitations to International Assistance:

5.3.1     The limitations contained in paragraph 4.3 above (Limitation) apply to Accidental Damage replacement under International Assistance. 

5.3.2     The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide: 

(a)     Damage caused by normal wear and tear; 

(b)     Cosmetic damage (such as scratches, dents, broken plastic etc.); 

(c)     Damage caused by misuse, power surge, improper handling or fire; 

(d)     Malfunction due to use with non-compatible product; 

(e)     Damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or

(f)     Damage or malfunction caused by failure to use as described in the associated Device User Guide. 

5.4     Making a claim under International Assistance:

5.4.1     You must: 

(a)     Report your claim to customer service center by telephoning the number +80025592559 / +41215478888 or email Customer Care South Africa at contact.za@iqos.com as soon as possible but, in any event, no later than 14 (fourteen) business days from the date your Device suffers Accidental Damage or Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

(b)     If requested by Philip Morris, you must provide proof of purchase for your Device; 

(c)     Follow packaging and mailing instructions given by Philip Morris for shipping the affected Device to Philip Morris; and

(d)     Otherwise comply with Philip Morris’s return Devices authorization process. 

5.4.2     Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways: 

(a)     Carry-in service: You can return your affected Device to a participating IQOS store / kiosk or participating service point (see ‘Full-Service Stores’ using the Store Locator on the www.iqos.com website) and be provided with a replacement.

(b)     Courier delivery: If you live more than 50km away from an IQOS store / kiosk or store that provides a Full-Service offering for your Device (including Device servicing) a replacement Device will be couriered to you and you must send the affected Device back to Philip Morris. 

6 Other Services (as may be made available by PMSA from time-to-time)

  • 6.1     Coaching / Assistance: A team of SFP Ambassadors available to support you in converting from cigarettes to a Device. Access is during normal business hours in your country of residence.
  • 6.2     Digital Welcome: Information and guidance relating to Device usage provided in digital form to the e-mail address you provided upon registration in our consumer database (subject to you having agreed to receive customer care/support communication via e-mail).
  • 6.3     Self-Diagnostic Tool: Online tool with information designed to help you diagnose and fix certain issues with your Device or check if you are eligible for Device replacement under your warranty or Accidental Damage Coverage.
  • 6.4     Free Device Replacement Shipment: If you are eligible for a replacement device under your Device warranty or Accidental Damage Coverage service (applicable to IQOS ILUMA i PRIME only), this service provides for free shipment of your replacement device (applies only if you live more than 50km away from an IQOS store / kiosk or a store that provides a Full-Service offering for your Device (including Device servicing).
  • 6.5     Rapid Replacement Service: This service provides for rapid replacement of your Device within a period of up to five (5) working days (location dependant) in case of Accidental Damage (applicable to IQOS ILUMA i PRIME only) or where you have a valid claim for Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide. For a replacement due to Accidental Damage in terms of your Device warranty, you are limited to one Rapid Replacement Service.  Eligibility for this service is determined by Philip Morris in its sole discretion. This service is only applicable in the selected locations of your country of registration.
  • 6.6     Device Servicing (selected stores): A free of charge, professional maintenance service for Devices commercialised by PMSA. Servicing may include the likes of ‘resistance to draw machine’ testing, professional device cleaning (if applicable), firmware upgrades, and/or Advanced Diagnostics Tool analyses. 

7 Your Obligations.

7.1     You agree:

7.1.1     Not to misuse the Services;

7.1.2     To keep your membership account safe and secure; 

7.1.3     Where an exchange takes place, then any replacement Device becomes your property and the replaced Device must be returned to and becomes the property of Philip Morris; and

7.1.4     To comply with all applicable laws.

8 Warranty/Limitation of Liability

  • 8.1     As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
  • 8.2     Philip Morris shall, to the maximum extent permitted under applicable law and whether in tort/delict (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise, not be liable for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed Philip Morris of the possibility of such losses.
  • 8.3     Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
  • 8.4     For further information regarding warranties (and extended warranties, where applicable) in relation to IQOS ILUMA i Devices, please refer to the following:
  • 8.4.1     IQOS ILUMA i PRIME:            Warranty booklet  | Extended warranty information
  • 8.4.2     IQOS ILUMA i:                        Warranty booklet  | Extended warranty information
  • 8.4.3     IQOS ILUMA i ONE:               Warranty booklet  | Extended warranty information

9 Miscellaneous

  • 9.1     None of the Services constitutes an insurance policy.  
  • 9.2     The Services are currently provided free of charge.
  • 9.3     Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://www.pmiprivacy.com/global/en/consumer/.
  • 9.4     These Terms are subject to the laws of the registered office of Philip Morris. Any legal dispute will be subject to the exclusive jurisdiction of the city in which Philip Morris has its registered office. 
  • 9.5     For any questions or inquiries please refer to www.iqos.com, or contact our Customer Care team on +27 (0)800 043 387 or by way of email at contact.za@iqos.com.