You can choose the return method you prefer or make your products at a Poste Italiane office without incurring return costs. For this mode, our Customer Service will send you a form to be printed and a pre-stamped label to be delivered to the Post office.
If you paid cash on delivery, you will receive a refund on your current account. In this case, we will need the following data:
HOLDER OF THE ACCOUNT: name of the holder of the current account or of the holders;
IBAN: you can find the IBAN code in the bank statement or request it directly from your bank. For Italy it is composed of 27 characters;
BIC / SWIFT: the BIC / SWIFT is a code used in international payments to identify your bank. It can be made up of 8 or 11 alphanumeric characters.
We advise you to carefully check this information before contacting our Customer Service: if not correct, the refund may not be successful. We will only use your data to finalize the repayment transactions.
If you have used a discount coupon and will make the entire order, you will be credited with the amount actually paid at the time of the order. If you have used a discount coupon and want to make only part of what is included in your order, the refund value will be equal to the amount actually paid in proportion to the discount recognized on the order.
We encourage you to search emails or communications from us that confirm the purchase of your IQOS device. Only by submitting a proof of purchase, you can return the defective IQOS device and receive a possible refund.