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FAQ

IQOS TRIAL MONTH

What is the IQOS™ trial month for €9?

The IQOS trial month enables interested adult smokers to test IQOS for 30 days for a rental fee of €9 following registration. This rental program can only be used for IQOS 3 DUO and is available in IQOS Stores, from IQOS customer consultants, and at iqos.com/testen. You can take your time in testing IQOS and decide within 30 days whether you’d like to purchase the device or return it. If you’d like to return the device within 30 days, then no additional charges will apply. If the device is not returned and/or the trial month is not terminated, then purchase and payment of the remaining amount will become binding. The remaining amount will be the device price of €89 less the rental price of €9. A potential deviating current device price will not apply. Potential rebates will be deducted from the remaining amount and reduce it accordingly.

How do I enter the IQOS™ trial month?

If you’d like to test IQOS, there are two ways to enter the IQOS trial month:

• Online: Visit iqos.com/testen and obtain your IQOS trial month there directly.
• At an IQOS Store: You can enter an IQOS trial month at any IQOS Store. You’ll find all IQOS Stores in your area here.
• From an IQOS customer consultant: Go to iqos.com/testen, scroll to the bottom, and enter the postal code for where you’d like to find an IQOS customer consultant. Select “schedule a call” under “on-site personally” and fill out our contact form. Your personal IQOS consultant will call you soon.

Which IQOS™ kits can I test for 30 days during the IQOS™ trial month for €9?

The rental offer is only available for IQOS 3 DUO in the standard colors of Warm White, Velvet Grey, Brilliant Gold, and Stellar Blue, and only applies while supplies last.

How long can I test IQOS, and by when do I need to decide whether I’d like to keep IQOS™ 3 DUO?

The trial month has a rental period of 30 days for testing IQOS. You can decide to purchase IQOS 3 DUO up to the 30th day after ordering the IQOS trial month .

Am I obligated to purchase IQOS™ 3 DUO after the end of the 30-day trial month?

If you have not returned the device and/or terminated the trial month within 30 days, then purchase of the device and payment of the remaining amount will become binding. The remaining amount will be the device price of €89 less the rental price of €9. A potential deviating current device price will not apply. Potential rebates will be deducted from the remaining amount and reduce it accordingly.

How often can I test IQOS™ using the trial month?

The IQOS trial month can only be used one time per registered user. It is not possible to extend or enter an additional trial month.

Can I enter the IQOS ™ trial month as an existing customer?

This offer is not valid for existing customers and is exclusively directed toward new customers who would like to try IQOS. Successful registration is needed to that end.

Can I enter the IQOS™ trial month for another adult smoker?

The IQOS trial month can only be entered personally by a new customer. Registration is required in order to accept the rental offer. Accordingly, the trial month cannot be entered via a third party.

Why do I have to create an account?

When tobacco products are involved in mail order business, it is necessary to perform age verification at the time of sale and product handover. Doing so ensures the product is only sold and handed over to adults above the age of 18. To that end, online registration involves age verification via SCHUFA Holding AG using the service called Schufa-IdentitätsCheck Premium. Furthermore, recipient age is verified by the deliverer at the time of handover.
Important: Your information must be correct and complete to that end. In the event of an error report, you’ll find further information here.

Will I also receive the special registration offer upon entering the IQOS™ trial month?

Yes. Each new customer who fully registers with the IQOS database will receive the special registration offer.

When and how will I receive the special registration offer upon entering the IQOS™ trial month?

You’ll receive the special registration offer as soon as you have completed full registration for IQOS and issued consent to product marketing during registration. As soon as the IQOS 3 DUO kit has been sent, you’ll receive an e-mail with a coupon code. You can redeem it free of charge at iqosplus.de, where you’ll also be able to issue your consent to product marketing. You’ll find further information on the subject of “registration” here.

Can I redeem the rebate code to enter the IQOS™ trial month?

Rebates via the friendship program (MGM) can also be redeemed during the trial month. However, any potential rebates must be entered in the shopping basket during registration. The rebate will be applied accordingly to the remaining amount of €80 for purchasing IQOS 3 DUO at the end of the trial month. Unfortunately, it won’t be possible to apply rebates to the rental price of €9 or to redeem rebates after registration has been completed.

Which rebate codes can be redeemed in connection with the IQOS™ trial month?

Only rebate codes from the friendship program can be used in connection with the IQOS trial month. Other rebates or potential current prices are excluded from this special offer.

I have a rebate code via the friendship program (MGM) which has a higher value due to a current special offer (perhaps €30, as an example). Can I use this rebate code, too?

Rebate codes from the friendship program can be redeemed in general. That also applies for friendship program rebate codes with a higher value due to a special offer, provided they are redeemed while performing registration and during the corresponding special offer period. The redeemed rebate will be applied accordingly to the remaining amount of €80 for purchasing IQOS 3 DUO at the end of the trial month.

How do I redeem a coupon code when placing an order for the IQOS™ trial month?

In order to redeem your coupon code, you need to be registered on and logged into iqos.com. The next step is to move the IQOS trial month into the shopping basket, enter your personal coupon code, and click OK. Please note the rebate will be applied accordingly to the remaining amount of €80 for purchasing the IQOS 3 DUO at the end of the trial month. Unfortunately, it is not possible to apply a coupon to the rental price of €9. Then confirm using the “continue to checkout” button.

Can I redeem a rebate code after placing the order for an IQOS™ trial month?

Redemption of a rebate code must be performed in the shopping basket while ordering the IQOS trial month and cannot be performed retroactively.

Can I combine multiple coupons with one another?

Unfortunately, it is not possible to combine multiple coupons.

Why can’t I redeem my rebate code?

There can be multiple reasons for an error message. Please start by making sure you have already registered and logged in. Additionally, only rebates codes from the friendship program can be used in connection with the IQOS trial month. You’ll find further information on the subject of “vouchers & codes” here.

Can I use a redeemed rebate code again if I’ve already sent the IQOS™ 3 DUO Kit back within the trial month?

When returning purchases from IQOS customer consultants, your redeemed rebate code will be re-activated. When returning purchases from iqos.com, your rebate code will lose its value immediately and will not be re-activated if you return your IQOS 3 DUO kit. In these cases, please contact IQOS CARE (0800 - 1114767) to obtain a new rebate code.

How is the purchase price broken down after the end of the trial month?

The remaining amount to be paid to purchase the IQOS 3 DUO kit after the trial month consists of the original price of €89 for the IQOS 3 DUO kit less the rental fee of €9, and less any potential rebate code that is redeemed. For example, if a €15 rebate code is redeemed at the time an order is placed for the IQOS trial month , then a remaining amount of €65 will be due.

When is payment of the remaining amount due, and how is it debited?

If the device is not returned and/or the trial month is not terminated, then purchase and payment of the remaining amount will become binding. Accordingly, payment of the remaining amount becomes due after the end of the 30-day trial period. The particular payment method will depend on the sales channel via which you entered the rental offer:

IQOS Stores & IQOS customer consultants:
After the end of the 30 days, you’ll receive a payment link with a payment request via SMS. You can use that payment link to comfortably pay the corresponding remaining amount and finalize purchase of the IQOS 3 DUO kit.

IQOS.com:
Conclusion of rental offer before 2 Sept 2019: After the end of the 30 days, you’ll receive a payment link with a payment request via e-mail. You can use that payment link to comfortably pay the corresponding remaining amount and finalize purchase of the IQOS 3 DUO kit.
Conclusion of rental offer after 2 Sept 2019: After the end of the 30 days, the remaining amount will automatically be debited from the payment instrument originally chosen.

Will I be reimbursed the €9 rental fee if I return my IQOS 3 DUO kit?

No, the €9 rental fee cannot be returned to you upon termination of the trial period.
Exception: There is a 14-day withdrawal period when purchasing from an IQOS customer consultant or from iqos.com. Should the rental be terminated in conjunction with reference to the withdrawal period within the first 14 days after entering the rental agreement, then the €9 rental fee will be reimbursed to you.

Will I receive an invoice for the IQOS™ trial month?

After completing order placement for the IQOS trial month , you’ll receive an invoice for the €9 rental fee, which will be on paper and enclosed with your delivery. If you have not returned the IQOS 3 DUO kit and/or terminated the trial month within 30 days, then you will receive an invoice for the final remaining amount separately via e-mail.

I deleted the e-mail with the payment link. Can it be sent again?

In this event, please contact IQOS CARE (0800 - 1114767).

Are there additional costs for returning the IQOS™ 3 DUO kit within the trial month?

In the event of withdrawal, you will bear the direct costs for return. This will not apply if you use a return label provided by Philip Morris, which you can request by calling the toll-free number 0800 - 1114767. In this case, Philip Morris will cover the costs of the return shipment.

I’d like to return the IQOS™ 3 DUO kit within the trial month. Where can I return my IQOS™ 3 DUO kit?

The location for returning your device will depend on where you entered the IQOS trial month.

IQOS Stores: If you entered the rental offer at one of our IQOS Stores, then you will also have to return the IQOS 3 DUO Kit to an IQOS Store. You’ll find an overview for our official IQOS Stores here.

IQOS consultants & IQOS.com. If you entered the IQOS trial month with an IQOS customer consultant or via iqos.com, then you can perform return of the IQOS 3 DUO kit free of charge via IQOS CARE (0800 – 1114767). We’ll send you an e-mail with a return label for free return shipping. There will also be a form which you should please fill out and enclose with the return parcel. Philip Morris will cover the costs of the return shipment.

What happens if my IQOS™ 3 DUO Kit breaks during the trial period?

If you are testing IQOS and your IQOS 3 DUO kit experiences a defect during the trial period, then you’ll receive a replacement free of charge. To to so, you can either order a replacement device via our online troubleshooting feature or contact IQOS CARE under the number 0800 – 1114 767.

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