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This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Italy who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

Warranty and Replacement - FAQs

The product warranty covers malfunctions due to lack of conformity existing at the time of delivery of the goods, i.e. when the device or one of its components are defective in terms of materials or manufacturing.
Damages caused by ordinary wear and tear or improper use of the product are therefore excluded, as well as aesthetic damage such as scratches, dents and breakages of the external plastic support.
In the case of malfunctions due to lack of conformity (in terms of materials or manufacturing) existing at the time of delivery of the goods, we will replace the defective component within the first two years from the date of delivery according to the law (consumer code) .
In the absence of proof of purchase, we reserve the right to consider the date of manufacture of the product as the start date of validity of the warranty.
In the case of more than one replacement, the delivery date from which the two-year warranty begins is that of the first device purchased.
Please remember to deliver to the courier only the malfunctioning/defective component being replaced under warranty, and to remove any accessories from the component you delivered. In the event of loss of the malfunctioning component or accessory mistakenly delivered to the courier, the Vendor will not be responsible for their return.

You can ask for support for the replacement procedures in the following ways:
• IQOS Solver, on the Support page of - available every day from 07.00 to 22.00
• Site Live-Chat for immediate support - available every day from 9am to 8pm
• Visit our IQOS Italy Facebook page - available every day, from 9am to 8pm
• Call the IQOS toll-free number 800-226042 - available every day from 07.00 to 22.00
• By sending an e-mail to customer

If you need help with IQOS call l’800-226042 to have immediate support and, if necessary, receive a free IQOS replacement, within three hours and wherever you want *.

* The service is temporarily active only in some italian cities : call the free number to find out if your city is served.

IQOS has a two year warranty from the date of purchase, which covers anything all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide.
Even products of the highest quality can sometimes stop working. Do you want to make a replacement claim? You can do it online with ease. If you have registered your device in your account, then you can go to our online diagnostic and check your device eligibility for replacement. If you do not have a registered device then find the instructions here to register your device.
The customer service team will 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.

For information on what the IQOS warranty covers and how to request the replacement of a defective IQOS device in the dedicated FAQ.
You can get International Assistance by calling 00 800 2559 2559 if you are in one of the following countries: -Danimarca -Francia -Germania -Grecia -Italia -Lituania -Monaco -Olanda -Polonia -Portogallo -Romania -Spagna -Svizzera -Regno Unito -Bulgaria -Slovenia -Repubblica Ceca -Slovacchia -Latvia -Cipro -Croazia -Andorra -Albania -Bosnia Erzegovina -Svezia -Armenia -Israele -Kazakistan -Russia -Serbia -Moldavia -Giappone -Nuova Zelanda -Korea del sud -Malesia -Indonesia -Sud Africa -La Rèunion -Canada -Colombia -Curacao -Guatemala -Repubblica Dominicana
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.