Purchasing terms and conditions

28 September, 2023

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.lt, in the official IQOS stores as well as in our partner stores listed here: https://lt.iqos.com/en/news/iqos-shops-and-their-business-hours
The products sold in iqos.com, including, without limitation, IQOS systems (and/or components comprising them), lil SOLID 2.0, lil SOLID Ez, 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 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.
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.
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, tit will be delivered to you via courier or via self-service terminal (postal machine) or you can pick it up at our partner stores listed here: https://lt.iqos.com/en/news/iqos-shops-and-their-business-hours.
If you have chosen courier delivery or delivery via self-service terminal (postal machine) while placing your order, the Product will be delivered to you within 2 (two) business days. If it is not possible to deliver through the self-service terminal (postal machine) you have chosen, the Product will be delivered to the next nearest self-service terminal (postal machine). 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.
Only you can use the code for collection from the self-service terminal (postal machine). After receiving the code for the self-service terminal (postcode), you undertake not to share, forward or otherwise disclose this code to third parties, including persons under the age of 18. The parcel must be collected from the self-service terminal (postal machine) by the deadline specified via your specified e-mail or phone via SMS.
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: https://lt.iqos.com/en/news/iqos-shops-and-their-business-hours. If our partner's store does not have a device of your choice colour, then look for it in another store of a 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 first 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 via a courier or via a self-service terminal (postal machine) or collected by the User at the partner store). After this period, the Products will no longer be accepted.
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/lt/naujienos/iqos-salonai-ir-ju-darbo-laikas, see Clause 5 below).
The Products purchased at the official physical IQOS stores may be returned at the official IQOS stores or via courier or via a self-service terminal (postal machine).
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 or via a self-service terminal (postal machine), 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, not used, 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.

Return of the proper quality Product ordered online and delivered by courier or via a self-service terminal (postal machine):

The Product ordered online and delivered by courier or via a self-service terminal (postal machine) may be returned via courier or via a self-service terminal (postal machine) 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 or via a self-service terminal (postal machine) via courier or via a self-service terminal (postal machine), 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.

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/news/iqos-shops-and-their-business-hours. 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.

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).
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.
In order to return the Product via courier or via a self-service terminal (postal machine), 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.
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.

Accidental damage coverage

Devices eligible for replacement

The following devices and models can be replaced in the event of accidental damage: IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME or their holders and chargers; lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE.
The device to be replaced must have a legible and valid serial number.
The ability to change a device in the event of accidental damage is available to all users of the product who have an iqos.com account, have associated the device they wish to change with their profile, and agree to these terms. If you do not agree to (or are unable to comply with) these Terms of Use, then you may not take advantage of the change in the event of an accidental damage to the application.
The user’s device is eligible for the accidental damage coverage one year from the date of purchase.
The ability to take advantage of the accidental damage coverage is linked to your country of residence. Because this program only works in some countries, if you change your country of residence, you must notify us re this, and re-apply for the replacement in the event of accidental damage to the new country where you currently reside.

Validity and Termination of Accidentally Damaged Equipment Replacement Program

Replacement in the event of accidental damage is possible from the date of acceptance of the Terms of Use and is valid for 12 months from the date of purchase of the device.
The possibility of replacing the device in the event of accidental damage is provided by Philip Morris in good faith, and your ability to use the replacement is at the will of Philip Morris. Philip Morris may refuse the replacement of a device at any time, reject or terminate the right to use the accidental damage coverage for any reason, including violation of the Terms of Use. Philip Morris has the right to stop replacing accidentally damaged equipment with 30 days notice; we also reserve the right to notify you of any change in the terms and conditions of the replacement at any time.

Replacement of the device in case of accidental damage

If your device is damaged due to accidental or unintentional damage that affects the operation of your device and the damage is not caused by improper use or reckless behavior, you may apply for replacement of the device as described below.
A damaged device (including all components) must be handed over to Philip Morris and you will be provided with the same type of device. If the same type of device is not available, you will be provided with a functionally equivalent device. After replacement, the damaged device remains the property of Philip Morris. If only part of the device, such as the holder or charger, is damaged, then only the damaged part will be replaced and Philip Morris will only keep the replaced part.

Restrictions on accidental damage coverage:

You must take all reasonable precautions to protect your device and use and maintain the device in accordance with the instructions and user manual. Otherwise, you will not be entitled to a replacement for an accidentally damaged device.
Each device associated with the account is replaced only once due to accidental damage. After the first request is granted, no further replacements will be made. You can still get other services for your device as long as you have a registered user account with this assigned device.
You will not have the right to replace your device in case of one of the following circumstances:

if you accidentally damage any device that is not replaceable because it is not included in the above list of replaceable device models;
if the damage is caused by abuse or misuse, modification, replacement or power-upping of the device;
if you are requesting the replacement of the device with altered, illegible or removed serial numbers;
if the device has been opened, modified or serviced in a manner other than as specified 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 cracks, dents, scratches, damaged plastic and discoloration;
if the failure is due to fire, flood or natural disaster, war, terrorism or force majeure;
if the damage occurred due to the use of the device with a product not intended for it;
if the damage is due to failure to follow the instructions for use; or
if the damage is due to defects in materials and (or) manufacturing and (or) construction; in the event of such damage, consumer rights apply, or a voluntary warranty, which is additional and applies without affecting other consumer rights and remedies provided by consumer rights protection laws in the country of purchase.

Submission of a notification regarding the replacement in case of accidental damage:

To confirm a change to your device, you must:

immediately and in any case no later than 14 days after you accidentally damaged your device by submitting a request to Philip Morris Baltic and sending it by e-mail to info@iqos.lt, indicating the following information: (1) the serial number of the relevant installation; (2) signs of equipment damage, operation problems, description of causes of failure; (3) error messages; and (4) the action taken prior to the identification of the problem with the installation and any action taken to address the issue;
if requested by Philip Morris, you must provide proof of purchase of your equipment; and
follow the other rules of the Philip Morris device return process.

You can also apply at any IQOS store or by contacting the customer service center on free number 8 800 200 90 (Lithuania) and providing the above information.
Philip Morris will determine if you are eligible for a new device under the Terms of Use. If you are eligible for a new device, it will be provided to you in one of the following ways within 5 business days:

Delivery by courier. The device will be delivered to you at the specified address via courier. To receive a new device, you must return the damaged device to the courier.
Delivery at the point of sale. You can return the faulty device to any IQOS store (https://en.iqos.com/lt/Naujienos/iqos-salonai-ir-ju-darbo-laikas) or to any technical service point (https://lt.iqos.com/en/get-support/replace-iqos) where you will be given a new device.
Delivery via a self-service terminal (postal machine).. The device will be delivered to you at the specified address via a self-service terminal (postal machine). To receive a new device, you must return the damaged device via a self-service terminal (postal machine). The 5 business days delivery period will be calculated from the day Philip Morris collects the returned damaged device.

You should not return Philip Morris products and accessories that are not subject to accidental damage. If you provide such items to Philip Morris, they will not be returned and will be destroyed.
If you wish to replace a damaged device in any 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 conditions

Replacement in the event of accidental damage to the service is not a certificate of insurance.
Replacement in case of accidental damage is currently free of charge.

Free international assistance

The following devices and models are subject to international assistance: IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME or their holders and chargers; IQOS 3 MULTI, lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA 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 traveling to foreign countries where Philip Morris, affiliates or authorized partners trade IQOS. This service includes the assistance of experienced consultants in troubleshooting and, if necessary, replacement of your device in the event of (i) accidental damage under the above conditions or (ii) replacement of the device due to defects in materials or workmanship when used according to the instructions.
The scope of assistance, equipment availability, maintenance and delivery times may vary from country to country. The Service will not affect your statutory rights or your rights under the producer’s warranty in the country of purchase.
Restrictions on international assistance:

The restrictions set out in the section “Accidental damage coverage” also apply to replacement in case of accidental damage according to the terms of international assistance.
The following faults in the unit, in which the unit cannot be replaced due to material or manufacturing defects in accordance with the instructions in the unit's operating instructions:

damage caused by normal wear and tear;
cosmetic damage (e.g., scratches, dents, broken plastic, etc.);
damage caused by misuse, overpowering, improper storage, contact with liquid or fire;
infringement due to use with products not intended for that purpose;
failure or damage caused by an attempt to open, modify and repair, regardless of what caused it - the user or a service provider not accredited by the manufacturer; or
failure or damage due to non-compliance with the instructions for use of the device.

Submission of an application under the terms of international assistance

You must:

immediately submit a request to the customer service center by calling +800 2559 2559 or +41 21 547 88 88 (additional charges for mobile operators may apply) no later than 7 days after unintentional damage to or failure of your device, which, according to the instructions in the user manual may result from a material or factory defect, along with the following information: (1) the serial number of the equipment concerned; (2) a description of the signs, problems, or causes of equipment failure; (3) error messages; (4) the action taken prior to the identification of the problem with the installation and any action taken to address the issue;
if requested by Philip Morris, you must provide proof of purchase of your equipment; and

Philip Morris will determine if you are eligible for a new device under these terms. If so, it will be given to you in one of the following ways:

The device will be delivered to you at the specified address via courier. To receive a new device, you must return the defective device to the courier.
Point of sale delivery service. You can return the faulty device to the IQOS store (in Lithuania - https://lt.iqos.com/lt/naujienos/iqos-salonai-ir-ju-darbo-laikas) or to any service point (https://lt.iqos.com/en/myiqos/get-support/replace-iqos) where you will be given a new device.
Delivery via a self-service terminal (postal machine). The device will be delivered to you at the specified address via a self-service terminal (postal machine). To receive a new device, you must return the defective device via a self-service terminal (postal machine).

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

Other services

Consultant. You will be able to communicate with the representative remotely; it will help you with operating the device. This service is available during normal business hours (Mon-Fri 9: 00-21: 00) in Lithuania.
Quick Change Service. The following devices and models are subject to Quick Change Service: IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME or their holders and chargers; lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE. This service ensures fast replacement of your device within a certain period of time * replacement in case of accidental damage and / or if you have a reasonable claim for IQOS device failures caused by a material or factory defect when used according to the instructions in the user manual. Access to this service is determined and approved by Philip Morris. This service only applies to certain locations / channels in your region of residence (Lithuania). For more information, contact the customer service center on 8 800 200 90.

* From 1 hour or longer, depending on the nearest location providing these services.

Your obligations

You agree:

not to abuse the replacement in case of unintentional damage and other services;
keep your account secure;
that in the event of a replacement, the new equipment becomes your property and the replaced equipment becomes the property of the company arranging the replacement; and
in case of selecting delivery via a self-service terminal (postal machine), to not share, forward or otherwise disclose the code for the self-service terminal (postcode) to third parties, including persons under the age of 18; and
comply with applicable laws.

Warranty, limitation of liability

As replacement in the event of unintentional damage is an option provided free of charge by Philip Morris in good faith, it is provided "as is", without warranty or liability.
To the maximum extent permitted by law, Philip Morris will not be held liable for any breach (including negligence or failure to comply with its obligations). Contractual obligations, misrepresentation, restitution or direct loss, loss of profit, sale, income or savings, loss of business, loss of goodwill and / or similar loss or loss or damage of data or information, or net economic loss or any special, indirect losses, costs, damages, fees or expenses incurred as a result of your use of the Services or Programs. Philip Morris is not be liable for any of the above damages, even if you have notified Philip Morris of the possibility of such damages.
This Chapter is without prejudice to liability which may not be limited by applicable law.

Other conditions

Detailed information about the processing of personal data provided by you is described in our Privacy Policy, which can be found at Privacy Policy | IQOS Lithuania>.
The laws of the Republic of Lithuania shall apply to these conditions. Any legal dispute will be settled exclusively in the competent court of the city where Philip Morris has its registered office.
If you have any other questions please contact us by private message on Facebook or email. by e-mail info@iqos.lt, as well as by contacting the IQOS customer service center toll-free number 8 800 200 90 or by visiting the nearest IQOS showroom.

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 19 September, 2022. Previous versions could be found here.