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Welcome to IQOS Care

We'll cover your IQOS with a 1 year warranty.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Germany, you’ll get 1 year of warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase.

Register your IQOS device and unlock great advantages like:


  • IQOS replacement in case you accidentially damage your device*
  • Access to limited editions and exclusive offers*


If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.

*Terms and conditions apply

International assistance, for support wherever you are in the world

International assistance, for support wherever you are in the world
Covering 65 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 warranty, 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*
+800 2559 2559 (Free of Charge)
+41 21 547 8888

*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 65 countries:

Albania, Armenia, Aruba, Austria, Bahrein, Bosnia, Bulgaria, Canada, Colombia, Costa Rica, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, Egypt, Estonia, France, Georgia, Germany, Greece, Guatemala, Indonesia, Israel, Italy, Japan, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, La Reunion, Latvia, Lebanon, Lithuania, Malaysia, Mexico, Moldova, Montenegro, Morocco, Netherlands, New Zealand, North Macedonia, Palestine, Philippinnes, Poland, Portugal, Romania, Russia, Saudi Arabia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Tunisia, Turkish Cyprus, Ukraine, UAE, United Kingdom, Uzbekistan


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 warranty 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.

What do we cover with the IQOS warranty?


The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.

What don’t we cover with the IQOS warranty?

The following are excluded from the terms of this warranty:

a) Uninterrupted and error free functionality of the product.

b) Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.

c) Cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product.

d) Damage caused by misuse, power surge, improper handling, liquid contact or fire.

e) Malfunction due to use with non-compatible product, manufacturered either by Philip Morris International or third party manufacturers.

f) Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.

g) Damage or malfunction caused by failure to use as described in the associated IQOSTM User Guide or in contravention of the firmware license agreement.

h) Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*.

i) Product containing fully or partially non-genuine parts.

j) Product for which serial numbers have been removed or altered.

k) Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement the firmware is provided “as-is,” without any warranty.

l) Faults due to improper operation of “autostart” and/or “double tap” features* that do not impact the functionality of the product.

*For more information about battery performance or available features for your product, please consult

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 7 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 warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

Something we haven't covered?

There are several ways you can reach us.

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Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Check our FAQs.

Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert. Call us.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

E producto aki no ta liber di riesgo y ta contene nicotina, cu ta adictivo. Solamente pa usuario adulto. 

Dit product is niet risicovrij en bevat nicotine, wat verslavend is. Alleen voor gebruik door volwassenen.