Replacement policy and benefits

As a registered user of the IQOS device, you exercise all rights under consumer protection regulations, including the right to eliminate non-compliance of goods with the contract in accordance with the law and the nature of the device.​

myIQOS offers a variety of benefits during the time of the seller's liability for non-conformity of the goods, and after that period ends. All you need to do is register your device and find out what are the benefits that myIQOS offers.​

Register your IQOS device at and unlock great advantages

  • fast and free IQOS replacement*
  • international coverage with IQOS support and IQOS device replacement services wherever you are in the world
  • one replacement in the event, in case you accidentally damage your device**
  • access to limited editions and exclusive offers

International assistance, for support wherever you are in the world

Covering 68 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your replacement policy, we'll get a replacement to you as soon as possible.​

Are you abroad and need help with your IQOS device?​

Not to worry, our international assistance team is only a call away. Just call +41 215 478 888.​
Some fees may apply, please speak to your network operator.

How do you get access to the IQOS international assistance service?

You just need to have registered to IQOS and linked your device to your account before you leave.

Where in the world are you covered by IQOS international assistance?​

IQOS international assistance is available in these countries: Albania, Andorra, Armenia, Aruba, Austria, Belarus, Bosnia & Herzegovina, Bulgaria, Canary Islands, Canada, Colombia, Costa Rica, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, France, Georgia, Germany, Greece, Guatemala, Hungary, Italy, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, La Reunion, Lebanon, Latvia, Lithuania, Malaysia, the Maldives, Monaco, Mexico, the Netherlands, New Zealand, North Macedonia, Moldova, Monaco, Montenegro, the Netherlands, Palestine, the Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Ukraine, the United Arab Emirates, Turkish Cyprus, Ukraine, the United Kingdom and the U.S.​

Terms and conditions

Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the replacement of your IQOS in the country where you bought in. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.

How to make a claim for an IQOS replacement​

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

Do you want to make a claim?

It's easy and quick, just contact our Customer Care service available Monday to Saturday from 9 a.m. to 9 p.m. and Sunday from 10 a.m. to 6 p.m. and we will help troubleshooting any problems with your device. If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the replacemet duration starting from the manufacturing date of the IQOS device components in question based on its own records.

You need help? Contact us.
We are here to help you across multiple channels.​
Find a IQOS store here.

Give us a free call on 0800 800 005.

Send us your query and we will respond within 24h on E-mail.

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IQOS is not risk-free and delivers nicotine, which is addictive. For adult use only.​