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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 is malfunctioning, know what to do and how to replace it for free. Choose the most convenient replacement point – “Viada”, “Circle K” or IQOS store.

Where to replace a malfunctioning IQOS device?

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

  • „Viada“. From now on, malfunctioning IQOS 2.4 Plus devices can be replaced at any “Viada” gas station throughout Lithuania.
  • „Circle K“. Malfunctioning IQOS 2.4 Plus devices can be replaced at any “Circle K” gas station in Lithuania.
  • IQOS stores. All IQOS models – IQOS 3, IQOS 3 MULTI, IQOS 2.4 Plus – can be replaced only at IQOS stores.

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 if:

  • you are registered to IQOS CARE PLUS program and your device is covered by free 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 a manufacturer provided warranty for 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 IQOS 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 “Viada” and “Circle K” gas stations?

To replace a malfunctioning device at “Viada” or “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.

Also, read about IQOS International Assistance.
We also recommend using IQOS Accidental damage coverage.

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