In the event of a fault, the fastest way to make 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 the most 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 operator 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, you haven't yet taken advantage of the special purchase offer for new users, which we definitely recommend using.
How to buy IQOS on offer
With an SMS code at a newsstand
Because the fault has been assessed by a professionally trained customer support agent, the staff at the store will not need to handle anything further during the exchange and will carry out a like-for-like 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 on holiday
How the warranty claim works
If you experience problems with your IQOS device, call the Customer Care Center,
toll-free tel: 800 413 413
After assessing the fault with the operator, you will choose the most suitable method for receiving your 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, using a service code.
- Delivery by courier to your address, or via DPD, who will collect the faulty unit in exchange.
Replacing 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; however, the manufacturer will replace the device as a goodwill gesture under the extended IQOS Care Plus 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 simply walk in, and the staff will assess the fault and replace it on the spot without waiting. List of IQOS stores and stands on a map.
What is needed for a warranty claim
To make a claim, you only need the specific faulty 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 will not be able to use the IQOS Care Plus program.