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.

You can read more about the manufacturer warranty and replacement in our website.The IQOS 2-years factory fault warranty is not covered in the following cases:

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.

For detailed Warranty conditions, please visit www.iqos.com.

For detailed Warranty conditions, please visit www.iqos.com.

Accidental damage coverage provides a one‑time replacement of the affected part (holder or charger) if the device is damaged due to user related causes, such as drops, impacts, or contact with moisture.

Starting 02.12.2024, IQOS ILUMA i PRIME devices purchased from this date are eligible for 2 years of extended accidental damage coverage from the date of purchase, while all other IQOS ILUMA and IQOS ILUMA i devices are eligible for 1 year of extended accidental damage coverage.*

Available for devices purchased in Hungary with registration and active IQOS CLUB membership. To activate extended coverage, watching the E-COACH videos on www.iqos.com is required.

If your device stops working due to defects not caused by external factors, for example, it won’t turn on, won’t charge, or having an internal electronic failure, this falls under manufacturer warranty (defective performance).

All IQOS ILUMA devices come with a 2 year manufacturer warranty.

For manufacturer defects (defective performance), registration is not mandatory, but it helps speed up the process.

For accidental damage, device registration, active IQOS CLUB membership, and watching the E-COACH videos are required.

The 2 year extended accidental damage coverage applies exclusively to IQOS ILUMA i PRIME devices purchased from 02.12.2024.

Warranty terms for other IQOS ILUMA devices remain unchanged.

Contact our Customer Care team, where a colleague will assist you directly.

After remote diagnostics and eligibility confirmation, you will receive a replacement code, which you can use in designated National Tobacco Stores to exchange the faulty part of your device.

Registering your device helps speed up the warranty process. If device details are not available, we may request proof of purchase to verify warranty eligibility.

You may also find quick help on iqos.com:

Browse the FAQs and useful tips for guidance.

Visit the Troubleshooting page on www.iqos.com for more support.