Purchase, delivery and return of products

5 August, 2025

Purchase of products

The website www.iqos.com is owned by UAB Philip Morris Baltic, and the terms of its use are listed separately (Section – Terms of Use ). When pronouns such as "we", "us", and "our," are used, they mean UAB Philip Morris Baltic (company code 300570640, registered office at Jogailos g. 4, Vilnius, Lithuania (hereinafter referred to as Philip Morris or Philip Morris Baltic ).

www.iqos.com (hereinafter referred to as the Website or iqos.com ) and products offered on the Website (hereinafter referred to as the Products) are intended only for those users who are over 18 years of age and are residents of the Republic of Lithuania. Full use of the Website and the purchase of the products offered therein may only be made to the individuals who registered on the Website (hereinafter referred to as the Users).

You can purchase our devices online at www.iqos.com , in the official IQOS stores as well as in our partner stores listed here.
The products sold in iqos.com, including, without limitation, IQOS devices (and/or components comprising them), lil SOLID 2.0, other devices, charging equipment, cleaning tools, accessories, and other offered Products may only be acquired by Users who are over 18 years of age, are registered on the website and are residents of the Republic of Lithuania. When ordering Products, the User must ensure that the Product is not used by persons who are under the age of 18 years. Philip Morris reserves the right to change the Products offered and to withdraw certain Products from sale at any time. When registering and using the iqos.com website, each User must confirm that he/she is over the age of 18 years.
Except as otherwise stated on iqos.com, each User may order Products for no more than EUR 1000 per month. Philip Morris can set and modify the minimum and maximum quantities of products purchased at any time.
Philip Morris makes every effort to ensure the optimal availability of the Products offered on iqos.com. However, if an order is placed for a Product that is no longer in stock/warehouse, a notification is sent to the User by which Philip Morris informs him/her of the delay in the execution of the order or the cancellation of part or all of the order. When the order is delayed, the User can cancel the order.
Products sold on iqos.com are for personal use only. Any resale of Products purchased on iqos.com is strictly prohibited.
All prices on iqos.com are indicated in euro, including VAT.
The User can pay in cash, credit or debit card (Visa, MasterCard) at the time of delivery. To ensure User Data Security, Philip Morris uses Secure Socket Layer (SSL) and other certified encryption technologies and systems.
Please note that the color of the products in the online store may differ from the photos, due to different display characteristics and settings. You can discover original product colors and features at your nearest IQOS store.

Delivery of products

Products are delivered only within the territory of Lithuania. Philip Morris reserves the right to restrict the delivery of goods to certain geographical areas. Generally, the confirmed orders are delivered to the address indicated on the booking confirmation. The User will be informed if the delivery of the goods fails. When the courier cannot deliver and contact (by telephone, SMS) the User, the parcel is returned, and the User is informed that the goods can be re-delivered within 2 business days. If the User does not accept the parcel during the second delivery, Philip Morris will terminate the order.
Free shipping on all orders across Lithuania. Philip Morris may change the fees shown here at any time. For all Users who wish to place an order, information on applicable delivery fees is provided on the Website. Changed delivery fees will not affect and will not apply to orders placed before the delivery fee is changed.
If the order is submitted on Mondays to Thursdays, it will usually be delivered within 2 business days. If the delivery takes more than 2 business days, a message is sent to the User, in which Philip Morris informs the User about the delay. If the order is delayed, the User has the right to terminate it. In the event of delivery delays, no compensation is payable. No specific delivery date or delivery time may be required. Orders are not delivered on Sundays and public holidays.
Philip Morris Baltic is not liable for any damage that may be caused, including, but not limited to, loss of revenue, loss of data due to improper delivery or late delivery due to:
- website malfunction caused by factors outside Philip Morris Baltic control (e.g. viruses, deliberate acts by third parties or Users, issues related to the User's IT infrastructure, etc.);
- incorrect delivery address or other incorrectly entered data by the User;
- theft or illegal actions of any other third parties;
- force majeure circumstances.
As soon as the Product is delivered to the User, Philip Morris Baltic is not liable for theft or misuse of the Product. The User must ensure that the product is not used by people under the age of 18 years.
If you ordered Product online, it will be delivered to you via courier or you can pick it up at our partner stores listed here.
If you have chosen courier delivery while placing your order, the Product will usually be delivered to you within 2 (two) business days. If your order is delayed, please contact the Customer service center at toll-free number +370 800 200 90, write to us via private message on Facebook (IQOS Lietuva) or visit your nearest IQOS store.
The parcel locker pickup code may only be used by you. Upon receiving the parcel locker pickup code, you agree not to share, forward, or otherwise disclose it to third parties, including minors. The parcel must be collected from the parcel locker within the timeframe specified in the email and/or SMS notification.
If you have chosen to collect your Product at our partner stores while placing your order, you can pick it up after placing your order and receiving a (QR) code to your specified e-mail and phone via SMS.
You can find information on our partners that sell our Products here. If our partner's store does not have a device of your choice colour, you can select a different colour according to the availability or check in another store of the same partner.

Return of products

If the Products have any production defects, they may be returned and replaced free of charge with new ones, unless the User chooses another remedy provided for by law after purchasing a product of inappropriate quality. Once the Product (or a part thereof) has been replaced or repaired, the terms of the statutory and commercial quality guarantee shall not be calculated from the beginning, which means that the new (repaired) Product shall be subject to the continuous quality guarantee term (the one which was applicable to the initial Product). The Product of a limited edition may be replaced with an ordinary Product.
The User, after purchasing any (proper quality) Product on the Website, has the right to return it within 14 days without giving a reason for its return (the 14-day period is calculated from the date the Products were delivered to the User or collected by the User at the partner store). After this period, the Products will no longer be accepted.
The IQOS ILUMA device is subject to a 30-day money-back guarantee. Return conditions and procedure under this program set out here: 30 day money back guarantee terms.
Return of the proper quality Product purchased at the official physical IQOS store:

The proper quality products purchased at the official IQOS stores may be returned only in accordance with the conditions set forth in Clause 21 above).For return procedure please refer to respective 30 day money back guarantee terms.

Return of the proper quality Product ordered online and delivered by courier or delivered via a parcel terminal:

Product ordered online and delivered by courier or delivered through a parcel self-service terminal can be returned by courier or parcel self-service terminal or returned to the official physical IQOS stores.
The products you wish to return must not have been used and must be returned in their original packaging with all accessories (cables, chargers, etc.) and documentation (instructions, etc.).
The products you wish to return must not have been used and must be returned in their original packaging with all accessories (cables, chargers, etc.) and documentation (instructions, etc.).
Different procedure and conditions may apply if Product is returned under 30 day Money Back guarantee program. In that case please refer to specific rules indicated in paragraph 21 above.

Return of quality Product ordered online and collected from a partner store:

This section applies to the return of Products ordered online and collected from our partner stores (for a list of partners, please see https://lt.iqos.com/en/where-to-purchase-iqos-stores-and-partners-point-of-sales). Products purchased in official IQOS stores shall be returned in accordance with the procedure set out in paragraph 22.
Products ordered online and collected from a partner store may only be returned to the same store where they were collected and paid for.
The products you wish to return must not have been used and must be returned in their original packaging with all the accessories (cables, chargers, etc.) and documentation (instructions, etc.).
Different procedure and conditions may apply if Product is returned under 30 day Money Back guarantee program. In that case please refer to specific rules indicated in paragraph 21 above.

In all cases, when returning goods, the Product itself (in its original packaging with all accessories and documents) and the purchase documents (receipt and/or invoice) must be presented. Exceptions to this may apply in case of device registration.
When returning Products to IQOS stores or partner retail outlets, the condition of the Product and the availability of the Product for return is determined immediately. If the Product is judged to be non-returnable, the reasons for this shall be explained and the Product shall be retained by the Customer.
If you wish to return the Product by courier or through a parcel terminal, the condition and availability of the Product for return shall be determined upon receipt of the Product by us. If it is determined that the conditions for return are not met, the Customer shall be contacted, the reasons for such assessment shall be explained and the Product shall be returned to the Customer at the Customer's expense.
If you have any other questions, please feel free to contact us by private message on Facebook or by email at info@iqos.lt, or by contacting the IQOS Customer Service Centre toll-free at +370 800 200 90 or by visiting your nearest IQOS store.

Accidental Damage Coverage

Devices that are covered by Accidental Damage Coverage:

The following devices and models may be replaced if accidentally damaged: IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA i, IQOS ILUMA i PRIME or their holders and chargers; lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE, IQOS ILUMA i ONE.
The device to be replaced must have a legible and valid serial number.
The ability to replace a device in the event of accidental damage is available to all users of the product who have an account on iqos.com, who have linked the device they wish to replace to their profile, and who agree to these terms. If you do not agree to these Terms of Use (or do not have the ability to abide by them), then you may not be able to take advantage of the accidental damage coverage.
If the device was registered on a consumer’s profile within the first 30 days from purchasing, consumers have one year from the date of purchase to exchange the device if it is accidentally damaged.
The availability of the accidental damage coverage is linked to your country of residence. As this program is only available in certain countries, if you change your country of residence, you must notify and re-apply for accidental damage replacement in the new country where you are now resident.

Validity and termination of the accidental damage coverage

Accidental damage coverage is available from the date of acceptance of the Terms of Use and is valid for 1 year from the date of purchase of the device if it was registered on a consumer’s profile within the first 30 days from purchasing.
Devices received as a result of replacement under guarantee are also covered by accidental damage coverage term, calculated from the initial purchase.
The option to replace the device in the event of accidental damage is provided by Philip Morris in good will, and your ability to use the replacement option is at the discretion of Philip Morris. Philip Morris may at any time withhold replacement, deny your request to use, or terminate your right to use the accidental damage coverage replacement option for any reason, including breach of the Terms of Use.
Philip Morris may stop replacing inadvertently damaged equipment with 30 days' notice; we also reserve the right to notify you of a change in the terms and conditions of replacement at any time.

Replacement of the device in case of accidental damage

If your device is damaged as a result of accidental and unintentional damage that affects the performance of your device and that is not caused by misuse or neglect, you can exchange your device as described below.
You must hand over the damaged unit (including all components) to Philip Morris and you will be given a unit of the same type. If the same type of unit is not available, you will be provided with a functionally equivalent unit. The damaged unit returned after replacement remains with Philip Morris. If only part of the device is damaged, e.g. the holder or charger, then only the damaged part will be replaced and Philip Morris will retain only the replaced part of the device.

Restrictions on replacement in case of accidental damage:

You must take all reasonable precautions to protect your device and to use and maintain your device in accordance with the instructions and user manual. Otherwise, you will not be entitled to exchange a device that has been accidentally damaged.
Each device part (either the Holder or the Charger) registered on an account is replaced only once due to accidental damage. Once the first request has been granted, no further replacements will be made to the same device part. You can still receive other services for your device as long as you have a registered user account with this assigned device.
You will not be allowed to exchange the device in any of the following circumstances:

if you accidentally damage any device that is not replaceable because it is not on the list of replaceable device models above;
if the failure is caused by abuse or misuse, or by a modification, alteration or power enhancement made or attempted to be made to the equipment;
if you are applying for a device whose serial numbers have been altered, illegible or removed;
if the device has been opened, modified or serviced in a manner other than as directed by Philip Morris;
if the device is lost or stolen;
if there is cosmetic damage to the device that does not affect the functionality of the device, including, but not limited to, splits, scratches, dents, dings, scrapes, damaged plastic and discoloration;
if the failure is caused by fire, flood or natural disaster, war, terrorism or force majeure;
if the damage was caused by the use of the device with an unintended product;
if the failure or damage is due to non-compliance with the instructions for use; or
if the failure is due to defects in materials and/or workmanship and/or design; in the case of such failures, consumer rights shall apply, or a voluntary guarantee which shall be additional and shall apply without prejudice to any other consumer rights and remedies available under consumer protection laws in the country of purchase.

Submission of a notification to fix an accidental damage

For your device change to be approved, you must:

immediately, and in any event no later than 14 days after you have accidentally damaged your device, submit a request to Philip Morris Baltic by sending an email to info@iqos.lt with the following information: (1) the serial number of the device in question; (2) a description of the damage to the device, the malfunctioning problem, a description of the cause of the malfunctioning problem; (3) the error messages; and (4) the actions taken prior to the time the problems in the device were detected, as well as any steps taken to solve the problem;
if requested by Philip Morris, you must provide proof of purchase of your device; and
comply with any other rules set out by Philip Morris for the return process.

You can also apply at any IQOS store or by contacting the Customer Service Centre toll-free at +370 800 200 90 (in Lithuania) and providing the information described above.
Philip Morris will determine whether you are entitled to a replacement device under the terms of the Terms of Use. If you are eligible for a replacement device, it will be provided to you in one of the following ways within 5 working days:

Delivery by courier. The device will be delivered to your address by courier. You must return the damaged device to the courier in order to receive a new device.
Delivery at the point of sale. You may return the defective device to any IQOS Store or any Technical Service Point, where a new device will be provided.
Delivery via a self-service parcel terminal. The device will be delivered to your address via a self-service parcel terminal. The device will only be delivered after you have returned the defective device to us via the self-service parcel terminal. The 5 working day delivery period will be calculated from the date on which Philip Morris collected the returned defective device.

You should not return to Philip Morris products and accessories that are not covered by the accidental damage coverage. If you provide such items to Philip Morris, they will not be returned and will be destroyed.
If you wish to exchange a damaged device in a country other than the country of purchase, you will be required to comply with all applicable import and export laws and regulations and will be responsible for all applicable customs duties, value added tax and other related taxes.

Other terms

The accidental damage coverage is not an insurance policy.
The accidental damage coverage is currently free.

Free international assistance

The following devices and models are eligible for free international support: IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA i, IQOS ILUMA i PRIME or their holders and chargers; IQOS 3 MULTI, lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE, IQOS ILUMA i ONE.
You can use the international toll-free number +800 2559 2559 or +41 21 547 88 88 (additional charges may apply in some locations) when travelling to foreign countries where Philip Morris, its affiliates or authorised partners sell IQOS. This service includes assistance by experienced IQOS consultants in troubleshooting and, if necessary, replacing your device (i) in the event of accidental damage in accordance with the above conditions, or (ii) in the event of a defect in the device which, when used in accordance with the instructions in the instructions for use, may be due to a defect in materials or workmanship.
The extent of assistance, availability of equipment, maintenance and delivery times may vary from country to country. The service will not affect your statutory rights or the rights defined in the manufacturer's warranty in the country of purchase.
Restrictions on international support:
- The limitations set out in the sub-section “Accidental Damage Coverage” also apply to replacement after accidental damage under the terms of international assistance.
- The following are faults in the equipment where the equipment is not replaced due to defects in materials or workmanship in accordance with the instructions for use of the equipment:
Applying under the terms of international support

You are required to:

immediately submit a request to the Customer Support Centre by calling +800 2559 2559 or +41 21 547 88 88 (additional mobile operator charges may apply) no later than 7 days after accidental damage to your device or malfunction of your device which, when used in accordance with the instructions in the instructions for use, may be due to a defect in materials or workmanship, together with the following information: (1) the serial number of the unit involved; (2) a description of the symptoms, problems, or causes of the damage to the unit; (3) error messages; (4) the actions taken prior to the discovery of the problems with the device, and any actions taken to resolve the problem;
if requested by Philip Morris, you must provide proof of purchase of your device; and

Philip Morris will determine whether you are entitled to a new device under these conditions. If so, it will be provided to you in one of the following ways:

The device will be delivered to your address by courier. You must return the defective device to the courier in order to receive a new device.
Point of sale delivery service. You can return your defective device to the IQOS Store – here or any service point Technical Service Point, where you will be provided with a new device.
Delivery via a self-service parcel terminal. The device will be delivered to you at the address you specify via a self-service parcel terminal. The device will only be delivered after you have returned the defective device to us via the self-service parcel terminal.

You will need to comply with all applicable import and export laws and regulations and will be responsible for all customs duties, value added tax and other related applicable taxes.

Your responsibilities

You consent to:

not to abuse accidental damage coverage and other services;
protect your account;
that in the event of a replacement, the new device becomes your property and the replaced device becomes the property of the company organising the replacement; and
not to share, forward or otherwise disclose the self-service delivery code to any third party, including persons under the age of 18 years, when opting for self-service delivery at a parcel terminal; and
comply with applicable laws.

Warranty and limitation of liability

As accidental damage coverage is an option provided by Philip Morris in good will without charge, it is provided "as is", without warranty or obligation.
To the maximum extent permitted by law, Philip Morris will not be held liable for breach (including negligence or breach of duty), breach of contractual obligations, misrepresentation, restitution, or for direct loss, loss of profits, loss of sales, loss of income or savings, loss of business, depletion of goodwill and/or similar losses, or loss or corruption of data or information, or net economic loss, or any special, indirect losses, costs, damages, charges or expenses arising out of your use of the services or applications. Philip Morris shall not be liable for any of the foregoing, even if you have advised Philip Morris of the possibility of such damages.
This section does not limit liability which cannot be limited under applicable law.

Other terms

Full details about the processing of personal data you provide to us are described in our Privacy Policy, which you can find here.
These Terms and Conditions are governed by the laws of the Republic of Lithuania. Any legal dispute shall be settled exclusively by the competent court of the city where Philip Morris has its registered office.
If you have any other questions, please feel free to contact us by private message on Facebook or by email at info@iqos.lt, or by contacting the IQOS Customer Service Centre toll-free at +370 800 200 90 or by visiting your nearest IQOS store.

Changes

We may update these terms (and any additional terms, including the Privacy Notice). If required by law, we will notify you of the changes.

Last modified 23 July 2025. Earlier version of this document can be found here.

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Purchase, delivery and return of products | IQOS Lithuania