What can I do with my faulty IQOS device with a heating blade?

Have you ever wondered what to do if your bladed-heating IQOS device is damaged or faulty?

If you notice a malfunction or physical damage to your bladed device within the warranty period, and based on legislation and our warranty conditions, you are entitled to a replacement, we will replace it with an identical or functionally better (IQOS ILUMA*) device. This does not require the registration of the faulty bladed device, but the conditions for device replacement may differ in the absence of registration.

It is important to familiarize yourself with the detailed warranty conditions by clicking on the warranty conditions menu.

*Two-part bladed-heating devices will be replaced with IQOS ILUMA, while one-part bladed-heating devices will be replaced with ILUMA ONE.

If you are a registered IQOS user and wish to take advantage of the above option, contact IQOS Customer Service, who will send you a replacement code via SMS -in case of determining replacement eligibility- which you can use within 14 days**.

If your blade device malfunctions outside the warranty period, please also reach out to IQOS Customer Service, who will inform you about the available options.

To initiate the replacement process within the warranty period, please follow the steps below!

1. Prepare your faulty or damaged IQOS device with a heating blade and contact IQOS Customer Service! You can do this via the following phone number or email address: +36 80 888 222 / contact.hu@iqos.com

2. Our customer service will check your device using remote diagnostics!

3. If the remote diagnostic confirms that your device is indeed faulty or damaged and based on the warranty conditions, you are entitled to a replacement, we will send you the replacement code to your registered phone number.

4. Based on the replacement code sent to you, the necessary process will be carried out at the tobacco shop.


It is important to choose a tobacco shop that is a “Top premium selling point”.

Remember to bring the received SMS code and your faulty or damaged device (both the holder and the charger) with you, as you will need to hand over and they will be removed from your profile during the process. You do not need to hand over the power adapter and other accessories.

Where can I find which tobacco shop is a “Top premium selling point”?

You can find the nearest IQOS sales point in our Store Locator!

At the bottom of the page, you will find a “Filter” function. Click on it and select the “Top premium selling point” option, and the search will show these IQOS sales points.

In our Store Locator, you can also find information about available IQOS ILUMA devices, accessories, and the colors of the available products by clicking on the “Product Finder” button in the top right corner.

It is IMPORTANT to check the available stock in tobacco shops.

**As a non-registered IQOS user, you can have your device checked at the office of Philip Morris Hungary Ltd. (1085 Budapest, Kálvin tér 12.) (if you have a printed proof of purchase, it must be presented), and if approved, you can exchange it at a designated nearby tobacco shop.

Do you have any further questions?

Contact our Customer Service at one of the following contacts:

+36 80 888 222 / contact.hu@iqos.com!

IQOS Customer Service phone line opening hours:
Monday - Friday: 08:00 - 22:00
Saturday - Sunday: 10:00 - 18:00