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FAQ

PAYMENT, WARRANTY & RETURN

Who do I contact if my IQOS is broken?

If you are having troubles with your device, you can now use our online diagnostic tool here . In the case of a warranty claim, we will send you a replacement device within 1-3 days. Please note that your device must be registered for a free replacement. You can also find further tips in the support section, which may help to solve your issue.
If you require additional assistance, please contact IQOS CARE by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm.
You can reach us by using the contact form here. More contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

Are return deliveries free?

If the package is refused, you are responsible for the direct costs of the return delivery. This does not apply if you use the return delivery sticker provided by Phillip Morris for the return; you can request it using the free telephone hotline at 0800 – 1114 767. In this case, Phillip Morris bears the costs of the return delivery. The costs of sending the package (except for the additional costs that result from choosing a different delivery method than the cheapest standard delivery we offer) will be reimbursed by Philip Morris in the event of a cancellation. In the event that the delivered goods are returned because of a product defect, Phillip Morris will bear the outward and return costs for the shipment.

Which payment methods are available?

You may pay with a Mastercard or Visa credit card, with an instant transfer, or with PayPal. In the event that you purchase our products during special sales promotions through our call centre, we offer the option of purchasing on account. This means that you receive an invoice from us, and after receiving this invoice, you have a maximum of 30 days to settle the account. All payments must be made exclusively to the bank on the account disclosed to you in order to discharge the debt.

Is payment via credit card secure?

Your credit card information is encrypted via the SSL security standard.

How does payment via PayPal work?

If you opt to pay via PayPal, you will be forwarded directly to PayPal at the end of the ordering process. If you are already a PayPal customer, you can log in there with your user information to carry out the payment.

You don't have a PayPal account?

If you are new to PayPal, you can log in as a guest or create a PayPal account and then confirm the payment. The payment normally comes to us within a few minutes and your order will be processed immediately.

How do reimbursements work?

If you send your item back, the refund will be applied to the PayPal, credit card, or bank account you used.

This website has information about tobacco products, which are for adults who would otherwise continue to smoke or use other nicotine products in Germany. PMI’s products are not an alternative to quitting and are not designed as cessation aids.
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