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We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Israel who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults (21+). Please visit the Important Information page of this website for further risk information.

Rapid replacement

An open IQOS ILUMA box on top of a stack of books.
A Moss Green IQOS ILUMA device sitting on a car console.
A Moss Green IQOS ILUMA device sitting on a car console.

IQOS warranty for one year from the purchase date.

Your voluntary warranty period depends on which country you bought your IQOS in. For example, in Israel, you'll get 1 year warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase.

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What does IQOS warranty covers?

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. The provisions of this warranty are only valid in the country of purchase.

What don't we cover with the IQOS warranty?

• Uninterrupted and error free functionality of the product.

• Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.

• Cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product.

• Damage caused by misuse, power surge, improper handling, liquid contact or fire.

• Malfunction due to use with non-compatible product, manufacturered either by Philip Morris International or third party manufacturers.

• Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.

• Damage or malfunction caused by failure to use as described in the associated IQOS User Guide or in contravention of the firmware license agreement.

• Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*.

• Product containing fully or partially non-genuine parts.

• Product for which serial numbers have been removed or altered.

• Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement the firmware is provided “as-is,” without any warranty.

• Faults due to improper operation of “autostart” and/or “double tap” features* that do not impact the functionality of the product.

*For more information about battery performance or available features for your product, please consult IQOS.com

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How to make a claim for an IQOS replacement

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?
It's easy and quick, just call our IQOS experts at *2373, Sun-Thu 08:00-18:00 and they will help troubleshooting any problems with your device.

If you didn't buy your device on one of our channels, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

Contact us

An IQOS box and IQOS ILUMA PRIME Pocket Charger.

Register your IQOS device and unlock great advantages

• IQOS replacement in case you accidentially damage your device*

• access to limited editions and exclusive offers*

If you bought your IQOS device on our website, your device is automatically registered so you can start benefiting from it, from day one.

*Terms and conditions apply

Register today

Something we haven’t covered?

There are several ways you can reach us.

  • Live chat icon.

    Contact an IQOS expert on our live chat

    Chat to our experts in real time.
    They’re available Sun-Thu, 08:00-18:00.
    Just give them a message and they’ll say hello within seconds.

    Let's chat

  • Email icon

    Send us an email

    Write to us. Our inbox is never too full.

    Email us

  • FAQs icon.

    No question is too small

    Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

    Check our FAQs

  • Phone icon.

    Give us a ring at *2373

    Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.

    Call us