IQOS Warranty & Replacement

You can find the warranty and cancellation (buyback) conditions in effect at all times here.

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.