Terms for returning high-quality products
- IQOS device or any other products bought in IQOS shops or the e-shop that you wish to return must be in the original package, must not have been used and must have all their accessories (manual, charger, etc.) and gifts (if any) enclosed. An IQOS device or other high-quality products that you return must also be in the same condition in which they were received: clean, with their protective film still on, and not scratched or mechanically damaged in any other way due to the customer’s fault.
- The purchase documents (receipt and/or invoice) must be presented when returning any products.
- A high-quality product can be returned by mailing it via registered mail or a courier, or by bringing it to the closest IQOS shop.
- If you are returning a product to an IQOS shop, we will ask you to complete a request containing detailed information (receipt number, date, product, price, date of purchase). If you are returning a product to the shop in which you bought it, the amount you paid will be returned to you in cash. If you are returning it to another IQOS shop, the amount will be transferred to the bank account specified by you within 14 calendar days from confirmation that the product is in a proper state, i.e. that no damage is found, no parts have been replaced, the identification numbers of the purchased and returned product are the same, etc. This term also applies if you bought the product in IQOS shop or in a partner’s trade location.
- If you wish to return a product by registered mail or courier, first contact us at the e-mail address email@example.com or by a toll-free IQOS Customer Care phone number 8 800 200 90 so that we can send you an electronic form detailing the request. Then you need to return the product and required documents (a completed request form containing detailed information and documents of purchase) at your own expense, following the instructions you receive at the specified address. In such case, the amount you paid will be transferred to the bank account specified by you. Pursuant to the procedure stipulated in laws, the transfer will be made within 14 calendar days from confirmation that the product is in a proper state, i.e. that no damage is found, no parts have been replaced, the identification numbers of the purchased and returned product are the same, etc.
You can get more information by sending a personal message to us on Facebook or at the e-mail address firstname.lastname@example.org or by calling toll-free IQOS Customer Care phone number 8 800 200 90, or visiting the nearest IQOS shop.
If you have any other questions – e.g. in relation to IQOS warranty and its terms or other services provided by us – we kindly ask you to contact us as specified above.
If you are not sure if IQOS is for you, you can try it before you buy it. You can find more information here.