Professional cleaning of your device is carried out in IQOS stores with special accessories which are not available for sale, and it is recommended to be performed every 3 - 6 months to complement your everyday IQOS car.

IQOS cleaning tool and IQOS cleaning sticks, included in the box with the devices, are sufficient for everyday cleaning. Please, always make sure you are following the cleaning guidelines from the User Guide that also comes with the devices.

To ensure optimal taste, we recommend cleaning your IQOS once a day, preferably after heating. You can clean even more frequently if you feel to.

Complete service is an always-on complementary professional IQOS device maintenance service that you can take advantage of at the IQOS Store.
Complete service is designed to help keep the device in optimum condition to deliver consistent tobacco flavor.

1. RTD (Resistance to draw) machine test to test for device capability to deliver the aerosol with each puff.
    
2. Professional cleaning  of the device charger and holder, including the blade and the cap, removing any tobacco residue to improve the airflow and heating process for an optimal and satisfying taste experience.
    
3. Firmware upgrade to the latest firmware to ensure the best possible performance of your IQOS device.
    
4. If the device cap is worn, it will be cleaned or replaced for free.

You can use the service as often as you would like. Regularly cleaning and maintaining your IQOS device helps keep it in optimal condition for longer. 

For optimal device performance, we recommend using this complimentary service every 3 to 6 months.

Available to all adult IQOS and lil SOLID 2.0 users.

No, the service is free of charge.

It takes no longer than 30 minutes to carry out a full complete service of the device itself. his does not include the waiting time for the service to start, the length of which depends on the traffic in the IQOS Store. 

In case of increased traffic in the IQOS Store, we will need more time to take care of your device. In order for the IQOS Experts to be able to start the complete service more quickly, it is a good idea to ensure that the device is sufficiently charged (at least 20% battery charge).

If the delivered device is completely discharged, the time to complete its inspection may be extended, as the device will need to be recharged before the service can begin. 

Yes.

Regular cleaning and maintaining your device will keep it in optimal condition for longer. Complete service is a professional complementary service to your regular device care to ensure you have the best possible IQOS experience. 

You don’t need to book an appointment. Just bring your device to an IQOS store, and our experts will perform the service for you.

It depends on what happened to your device. If the issue can be fixed with complex cleaning or a firmware upgrade (applies only to IQOS 3 DUO), then we'll try.
  
In the case of appliances with a valid guarantee or warranty, we will check whether they can be replaced with new ones (if so, requested by the consumer).                                                                                                                   

Do you want to know more? Read the terms and conditions.