In the event of a defect, the fastest way to file a claim is to contact the Customer Care Center, via Facebook, or by calling 800 413 413, where an operator will diagnose the device and then suggest a suitable replacement method.
What is the IQOS Care Plus warranty program
Registration
If you do not have your IQOS registered under your account, don't worry, the helpline staff can assign it to your account even if it previously belonged to someone else. Follow the instructions. If you don't have an account yet, register on the iqos.com website. In that case, however, you haven't yet taken advantage of the special purchase offers for new users, which we definitely recommend using—it's always good to have a backup device.
How to buy IQOS on offer
With an SMS code at a newsstand
Thanks to the defect being assessed by a professionally trained customer support agent, the store staff during the exchange handles nothing further and performs a device-for-device replacement. The list of IQOS service points is constantly expanding; you can choose from 283 Geco newsstands, more than 53 PEAL outlets, the Valmont newsstand network, and others.
How to claim IQOS warranty abroad
How the warranty claim works
If you experience issues with your IQOS device, call the Customer Care Center,
toll-free tel: 800 413 413
After assessing the defect with the operator, you will choose the most suitable way to receive a new device:
- Preferably at an IQOS Store or pop-up stands in shopping centers, where no code is needed.
- At IQOS service points, newsstands, and other stores, with a service code.
- Delivery by courier to your address, or via DPD, who will take the defective unit in exchange.
Replacement of a broken blade
Occasionally, the closing latch on the IQOS 2.4+ may break, or the heating blade on the IQOS 3 DUO may snap. Mechanical damage is not covered by the standard warranty; nevertheless, the manufacturer will replace the device as an extra service under the IQOS Care Plus extended warranty program.
Warranty claims at IQOS stores without a code
For a warranty claim at IQOS stores and pop-up stands in shopping centers, you do not need a claim code; you can come in without prior notice, and the staff will assess the defect and replace it on the spot without waiting. List of IQOS stores and stands on a map.
What is needed for a warranty claim
For a warranty claim, you need nothing more than the specific defective part of the IQOS; you do not need a proof of purchase, the box, or the rest of the accessories. Although you may be asked about registration, the device does not have to be assigned to a customer account. By law, the manufacturer cannot make the warranty conditional on additional requirements; however, in that case, you cannot use the IQOS Care Plus program.