IQOS Warranty & Replacement

The Buyback Process in a nutshell:

The consumer announces their buyback request by submitting the fully and accurately completed “Contract” and a copy of the IQOS device’s invoice/receipt. The documents must be sent to visszavasarlas@iqos.com.

PMMO Kft. receives the contract and verifies buyback eligibility.

If necessary, PMMO Kft. will call the consumer to agree on the details of the buyback.

If the consumer is eligible for buyback, PMMO Kft. will order a courier to pick up and deliver the device to the inspection site.

If the product inspection determines that a buyback is mandated, PMMO Kft. will transfer the price of the device to the consumer via direct deposit.
More information: Buyback.

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.
Do you want to make a claim? As a first step, connect your device to the IQOS application and run the device diagnostics. In case of a problem, follow the step-by-step instructions to solve the problem. If troubleshooting is not successful, contact our Customer Service for further assistance.

We provide a 2-year warranty from the date of purchase for IQOS devices purchased in a national tobacco shop in Hungary.

The warranty is only valid in the country of purchase. A warranty claim cannot be asserted directly in a third country. If you are traveling to a country where IQOS devices are sold, you can use the International Assistance line if you are a registered user in Hungary/the country of purchase. Further information HERE.

1. Damage caused by normal wear and tear

2. Cosmetic damage (such as scratches, dents, broken plastic etc.)

3. Damage caused by misuse, power surge, improper handling, liquid contact or fire

4. Malfunction caused by using the device with non-compatible products

5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS

6. Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

More about the manufacturer warranty

Currently, the replacement process cannot be started online.
Even the best quality products can have problems working, and we know how annoying it is when you can't use your IQOS device.
Would you like to validate the warranty? As a first step, connect your device to the IQOS application and run the device diagnostics. In case of a problem, follow the step-by-step instructions to solve the problem. If troubleshooting is not successful, contact our Customer Service for further assistance.

The battery of the IQOS device cannot be replaced. An IQOS device purchased in a national tobacco shop in Hungary is covered by a two-year warranty from the date of purchase. For more information, visit the Warranty page.

No, the provisions of the replacement are only valid in the country of purchase.

In the event of a problem with the device or a replacement request, please contact the IQOS Hungary Customer Care!
The warranty conditions are only valid in the country of purchase.

What we don’t cover with the IQOS warranty:

1. Damage caused by normal wear and tear

2. Cosmetic damage (such as scratches, dents, broken plastic etc.)

3. Damage caused by misuse, power surge, improper handling, liquid contact or fire

4. Malfunction caused by using the device with non-compatible products

5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS

6. Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

Feel free to check more about replacement and warranty here.