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 Basic warranty?

The following are excluded from the terms of this warranty:
a) damage caused by normal wear and tear 
b) cosmetic damage (such as scratches, dents, broken plastic etc.) 
c) damage caused by misuse, power surge, improper handling, liquid contact or fire 
d) malfunction due to use with non-compatible products; 
e) 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; 
f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide
g) 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

The seller shall be liable under the Civil Code to the buyer if the item sold has a physical or legal defect (statutory warranty). The seller shall be liable for warranty in case of a physical defect which is discovered prior to the lapse of two years from the date on which the buyer was provided with the item. The buyer may exercise the rights under the statutory warranty for defects regardless of the rights resulting from the warranty. The exercise of the rights under the warranty shall not affect the seller's liability under the statutory warranty. However, if the buyer exercises the rights under the warranty, the time limit for exercising the rights under the statutory warranty shall be suspended from the date on which the seller is notified of the defect. That time limit shall be resumed from the date on which the guarantor refuses to fulfill the obligations arising from the warranty or the ineffective expiry of the time for its performance.