Sometimes, for one reason or another, the purchase does not fit us. Thus, we want to exchange the purchased item to another, or just to get our money back. We can assure you that IQOS devices and any other quality items, purchased in our stores and e-shop, can be returned. You have the right to return the purchase within 14 days without specifying the reason.
Conditions for returning items of quality
Read more on the conditions of returning IQOS devices and other items.
Methods of returning purchased items
There are 3 ways to return your IQOS goods: visiting any of our stores, using services of registered mail or courier delivery.
The state of the item
The returned IQOS device or another IQOS item, purchased at IQOS store or e-shop, must be in the original package and unused. All original accessories should be included (instructions, charger etc.) If you received any gifts for buying IQOS goods, you should return those also. The returned IQOS device or any other item of high quality should be in the original state, clean, with safety film intact. Those films should not be scratched or mechanically damaged in any other way by the client.
In the store
Upon returning the item, it is necessary to submit its purchase document (the receipt or the invoice). In IQOS store you will be asked to fill in the request form and provide detailed information (receipt number, date, item, price, date of purchase). Our consultant will guide you through the further process of return.
Via post or courier delivery
If you want to return the item via registered mail or courier, firstly contact us by mail firstname.lastname@example.org or by calling the toll-free number 8 800 200 90 (business hours: I–V 9:00-21:00). We will send you the e-form for the request. According to provided instructions, the item and documents (filled in request with detailed information and purchasing documents) should be sent to the indicated address at your own expense. More details on the conditions for returning goods can we found on this website: Purchasing terms and conditions.
At return via store
If the item is returned at the store it was purchased at, the payed money will be returned to you in cash. If the item is returned to another IQOS store, the payed amount will be transferred to the provided bank account within 14 days after confirming that the item is in an appropriate state (no damage or spoiling, no element replacements, the ID number of purchased and returned item matches etc.). This condition is also applicable for purchases made via IQOS e-shop or at partners’ trading venue.
Returning merchandise via registered mail or courier delivery
In this case the amount payed for items will be returned to the provided bank account in accordance with the law. The payment will be transferred within 14 days after confirming that the item is in an appropriate state (no damage or spoiling, no element replacements made, the ID number of purchased and returned item matches).
To avoid the need to return, try IQOS free of charge for 7 days!
If you are doubting whether IQOS suits you, you can try it for 7 days free of charge before purchasing. Find more information here.
In case of any question, for example, related to IQOS warranty, its conditions and other services, feel free to contact us. You can chat with IQOS consultant by pressing LiveChat icon on the right corner of this website (business hours: I–V 9:00-21:00) or by sending us a private message via Facebook or mail email@example.com. You can also contact IQOS Customer Support by calling toll-free number 8 800 200 90 (business hours: I–V 9:00-21:00) or by visiting the nearest IQOS store.