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16 March, 2020

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).

  1. You can purchase IQOS online at www.iqos.lt, in the official IQOS stores as well as in our partner stores listed here: https://lt.iqos.com/en/store-locator
  2. The products sold by iqos.com, including IQOS systems (IQOS, charger, cleaning kit, USB cable, etc.) and related products (hereinafter collectively referred to as the 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.
  3. Unless otherwise stated on the iqos.com Website, at the time of one order the least amount that can be ordered is:
    1. 1 IQOS kit or
    2. 1 component of the IQOS system or
    3. any other piece of the Product

    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.

  4. 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.
  5. Products sold on iqos.com are for personal use only. Any resale of Products purchased on iqos.com is strictly prohibited.
  6. All prices on iqos.com are indicated in euro, including VAT.
  7. 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.

Delivery 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).

  1. Products are delivered only in the territory of Lithuania. Philip Morris reserves the right to restrict the delivery of goods to certain geographical areas. In the general order, the confirmed orders are delivered to the address indicated on the booking confirmation. If the delivery of the goods fail, the User shall be informed about this. When the courier cannot deliver and contact (by telephone, SMS) the User, the parcel is returned back, 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.
  2. 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 actual 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.
  3. 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.
  4. 4. 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.
  5. 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.
  6. If you ordered your IQOS online, the device will be delivered to you via courier or you can pick it up at our partner stores listed here: https://lt.iqos.com/en/store-locator.
  7. If you have chosen courier delivery while placing your order, the device will be delivered to you within 2 (two) business days. If your order is delayed, please contact the Customer service centre at toll-free number +370 800 200 90, write to us via private message on Facebook (IQOS Lietuva) or visit your nearest IQOS store.
  8. If you have chosen to collect your device 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.
  9. You can learn how to collect the IQOS device at our partners here: https://lt.iqos.com/en/news/how-to-get-iqos-for-a-lower-price-at-the-gas-stations. If our partner's store does not have a device of your choice colour, then look for it in another partner's store.

Return of products

The website www.iqos.com is owned by UAB Philip Morris Baltic, and the terms of 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).

  1. 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 first Product). The Product of a limited edition may be replaced with an ordinary Product.
  2. 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.
  3. Return of the proper quality Product purchased at the official physical IQOS store:
    • This Chapter governs the return of the Products purchased at the official IQOS stores (for the Products purchased at one of our partner stores, the list of which is available here: https://lt.iqos.com/en/store-locator, see Clause 5 below).
    • The Products purchased at the official physical IQOS stores may be returned at the official IQOS stores or via courier.
    • The Products purchased at the physical IQOS store are accepted back only if they are unpacked, in their original packaging (protective films of the products and their packaging are intact) and not used.
    • When returning the Products, we will ask you to complete an application with the following information: receipt number, date, product, price, date of purchase, etc. The price of the Product paid will be refunded in cash at the time of refund.
    • If you would like to return the Product purchased at the physical IQOS store via courier, contact us by e-mail at info@iqos.lt or by calling our toll-free Customer service centre at +370 800 200 90 stating that you would like to place a return order. We will provide you with an electronic application form upon receipt of your request. After completing this form and following the instructions provided by us, you will have to send the item and documents (filled in request with detailed information and purchasing documents) to the indicated address at your own expenses. In such a case, the price paid for the Product will be credited to the bank account you specify (the bank account holder must be the same as the person filling out the refund form) within 14 calendar days of confirmation that the Product has been received and is in proper conditions, i.e. no damage, defects, cases of use, unchanged parts, identification number of the purchased and returned Product are identified, the Product is returned in its original intact packaging with all accessories and documents, etc.
  4. Return of the proper quality Product ordered online and delivered by courier:
    • The Product ordered online and delivered by courier may be returned via courier or returned to the official physical IQOS stores.
    • The Products you want to return cannot be used and must be returned in the original packaging with all accessories (wires, chargers, etc.) and documentation (instructions, etc.).
    • If you would like to return the Product delivered by courier via courier, contact us by e-mail at info@iqos.lt or by calling our toll-free Customer service centre at +370 800 200 90 stating that you would like to place a return order. We will provide you with an electronic application form upon receipt of your request. After completing this form and following the instructions provided by us, you will have to send the item and documents (filled in request with detailed information and purchasing documents, etc.) to the indicated address at your own expenses. In such a case, the price paid for the Product will be credited to the bank account you specify (the bank account holder must be the same as the person filling out the refund form) within 14 calendar days of confirmation that the Product has been received and is in proper conditions, i.e. no damage, defects, cases of use, unchanged parts, identification number of the purchased and returned Product are identified, the Product is returned in its original packaging with all accessories and documents.
  5. Return of the proper quality Product ordered online and collected from the partner store:
    • This Chapter governs the return of the Products ordered online and collected from our partner stores (the list of the partner stores is available here: https://lt.iqos.com/en/store-locator. The Products purchased at the official IQOS stores may be returned in accordance with the procedure set forth in Clause 3 above).
    • The Products ordered online and collected at the partner store may be returned only to the same store from where they were collected and where payment was made.
    • The Products you want to return cannot be used and must be returned in the original packaging with all accessories (wires, chargers, etc.) and documentation (instructions, etc.).
    • If you return the Product at the partner stores, we will ask you to complete an application by providing details (receipt number, date, product, price, date of purchase, etc.). The paid amount will be refunded to you in cash.
  6. In all cases, it is necessary to present the Product itself when returning it (in its original packaging with all accessories and documents) and its purchase documents (receipt and/or invoice).
  7. In order to return the Products to IQOS stores or at the partner stores, the condition of the Product and the possibility to return it is assessed immediately. In the event of an assessment that the Product cannot be returned, the reasons for this assessment shall be explained and the Product shall remain with the buyer.
  8. In order to return the Product via courier, its condition and the possibility to return it is assessed upon receipt of the Product by us. After assessing that the conditions for the return have not been met, the customer is contacted, the reasons for this are explained and the Product is returned to the buyer at his expenses.
  9. If you have any other questions, please feel free to contact us by private message on Facebook or by e-mail at info@iqos.lt, or by calling the IQOS Customer Service Centre at toll-free line +370 800 200 90 or by visiting your nearest IQOS store.

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. We will notify you of the changes where required by law to do so.

Last modified 16 March, 2020. Previous versions could be found here.

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For more information about Philip Morris International or its products, visit pmi.com