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IQOS malfunctioning, replacement for free, Viada, Circle K, what to do

When and how a malfunctioning IQOS device can be replaced?

If your IQOS device starts to malfunction unexpectedly, you may want to know how to use the Rapid Replacement Service. Where to apply and how to replace your IQOS with a new one for free? Report about malfunction to IQOS Customer Care by toll-free number: 8 800 200 90 and choose the most convenient replacement point – “Viada”, “Circle K”, “Baltic Petroleum” gas stations* or IQOS store.

Where to replace a malfunctioning IQOS device?

You can replace a malfunctioning IQOS device with a new one at:

  • “Baltic Petroleum”, “Viada“ and “Circle K” gas stations*. From now on, malfunctioning IQOS 2.4 and IQOS 2.4 Plus devices can be replaced at gas stations of these networks in Lithuania.
  • IQOS stores. All IQOS models – IQOS 3, IQOS 3 MULTI, IQOS 2.4 Plus and IQOS 2.4 – can be replaced only at IQOS stores.

* Except for “Baltic Petroleum” gas stations in Rokiškis, Respublikos str. 113B, Anykščiai, A.Vienuolio str. 34A, “Viada” gas station in Vievis, Kauno str. 34A.

Non-functioning IQOS 2.4 systems are being replaced with IQOS 2.4 Plus systems. If you have a limited edition IQOS model, please contact IQOS Customer Care for a replacement (toll-free number: 8 800 200 90).

What are the conditions for replacing a malfunctioning IQOS?

You can replace a malfunctioning IQOS with a new one free of charge if:

  • you are registered to IQOS CARE PLUS program and your device is covered by a one-year IQOS Insurance. IQOS CARE PLUS terms and conditions are available here;
  • your device is covered by the voluntary IQOS warranty (or, alternatively, the manufacturer's warranty). Voluntary IQOS warranty is provided by the manufacturer to all IQOS owners, in addition to the 2-year legal warranty valid in the European Union. The voluntary warranty is valid for one year from the date of the purchase;
  • you have IQOS device for less than two years and have 2-year legal warranty of the European Union.

If you are not sure what replacement terms and conditions may apply to your device, first contact IQOS Customer Care at the toll-free number: 8 800 200 90.

How to replace IQOS at “Baltic Petroleum”, “Viada” and “Circle K” gas stations?

To replace a malfunctioning device at “Baltic Petroleum”, “Viada” and “Circle K” gas stations*, you need to take a few simple steps:

  • inform IQOS Customer Care about the malfunction by calling the toll-free number: 8 800 200 90;
  • indicate the IQOS identification number which is written on a holder or a pocket charger;
  • notify that the device will be picked up at “Viada” or “Circle K” gas station;
  • show an email or SMS with a QR code at any gas station of your selected network, return your old device and get a new one.

After replacing IQOS or a part of it, the new device becomes your property. The device, which has been replaced, becomes a property of a company, which has performed the replacement.

You can find more information about IQOS warranty and service conditions on IQOS system package or by calling IQOS Customer Care at the toll-free number: 8 800 200 90.

* Except for “Baltic Petroleum” gas stations in Rokiškis, Respublikos str. 113B, Anykščiai, A.Vienuolio str. 34A, “Viada” gas station in Vievis, Kauno str. 34A.

What is a voluntary IQOS warranty?

The voluntary IQOS warranty is a 2-year legal warranty for all IQOS owners, plus a one year warranty from the manufacturer from the date of purchase of the device.

For more information about IQOS's warranty and terms of service, see your IQOS package or call our Customer Care Service at toll-free number 8 800 200 90.

Also, read about IQOS International Assistance abroad, which, along with other IQOS CARE free support services, is available to registered IQOS owners.

We also recommend using free IQOS insurance with the program IQOS CARE PLUS.

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