Warranty & Replacement

The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. If repair is not possible, replacement will be provided with a product of equal functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. The provisions of this warranty are only valid in the country of purchase.

What is excluded from IQOS warranty?

The following are excluded from the terms of this 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 due to use 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 the manufacturer; 
6. damage or malfunction caused by failure to use as described in the associated IQOS User Guide
7. normal battery performance depreciation unless battery failure has occurred due to a defect in materials or workmanship

What does the Extended Warranty cover?

The extended warranty covers mechanical damage that may occur during the use of IQOS and prevents the use of the device.

Details of the extended warranty can be found here.

Powers conferred on consumers by law

For consumers who have concluded contracts until 31.12.2022.

The entrepreneur is liable under the Civil Code to the buyer if the item sold has a physical or legal defect (warranty). The entrepreneur is liable under the warranty if a physical defect is found within two years from the date of delivery of the item to the buyer. The Buyer may exercise the rights under the warranty for physical defects of items regardless of the rights resulting from the guarantee. The exercise of rights under the guarantee does not affect the entrepreneur liability under the warranty. However, if the buyer exercises the rights under the guarantee, the period for exercising the rights under the warranty is suspended on the date of notification to the seller of the defect. This period shall run further from the date of refusal by the guarantor to perform the obligations arising from the guarantee or the ineffective expiry of the time for their performance.

For consumers who have concluded contracts from 1.01.2023

The entrepreneur is liable under the Act on consumer rights to the buyer if the goods sold do not conform to a sales contract. If the goods are not in conformity with the contract, the buyer may submit a complaint to the entrepreneur and may request its repair or replacement and - under the conditions set out in the Consumer Rights Act, may submit a statement on price reduction or withdrawal from the contract. The seller is liable for any lack of conformity of the goods existing at the time of delivery and revealed within two years of that time unless the expiry date of the goods is longer as determined by the entrepreneur, his legal predecessors, or persons acting on their behalf. The Buyer may exercise the rights for non-conformity of the goods with the contract regardless of the rights arising from the warranty. The exercise of rights under the guarantee does not affect the liability of the entrepreneur in the event of non-conformity of the goods with a contract. However, if the buyer exercises the rights under the guarantee, the period for exercising the rights due to non-conformity of the goods with the contract shall be suspended on the date of notification to the seller of the non-conformity of the goods with the contract. This period shall run further from the date of refusal by the guarantor to perform the obligations arising from the guarantee or the ineffective expiry of the time for their performance.

Does your device have a defect or has had an accident? Take advantage of a free replacement, even in 33 minutes.

If your device is covered by the warranty, you can choose from several replacement options:

• Visit our IQOS Store
  If you prefer personal contact, you can replace your device at one of our IQOS Stores and stands.
• Take advantage of delivery to a specified address
  A delivery company will deliver your new device throughout Poland n 1-2 working days.
• Express in up to 33 minutes using the taxi network
  In selected cities in Poland, we offer an express exchange service so that we can deliver a new exemplary of the faulty part of your device expressly. The average delivery time takes only 33 minutes.