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FAQ

UPGRADE OPTION

What is the IQOS 3 upgrade option?

The IQOS 3 upgrade option offers the possibility to exchange your IQOS 2.4 Plus Kit for an IQOS 3 Kit in January 2019 following an additional payment of €20; or to acquire an IQOS 3 Kit for an additional payment of €50. This option is available to all new customers who purchase an IQOS 2.4 Plus Kit between 1 November and 31 December 2018 and also register for IQOS for the first time during that period in conjunction with consent to receive product marketing.

Who receives the IQOS 3 upgrade?

All new customers who register for IQOS for the first time between 1 November and 31 December 2018 and provide us with consent for receiving product marketing will automatically receive the IQOS 3 upgrade option. Those customers will receive an option in January 2019 to exchange their used IQOS 2.4 Plus for the new IQOS 3 for €20, or to acquire an additional IQOS 3 Kit for €50.

How do I find out whether I am eligible for an IQOS 3 upgrade option?

After completing first-time registration during the promotional period in conjunction with consent to receive product marketing, you’ll be notified via e-mail directly. If you have not yet received a confirmation e-mail, then please check your spam folder. For customers who register using a Yahoo e-mail address, there may be problems in receiving the e-mail. Please contact IQOS CARE and potentially register using another e-mail provider.

How and where can I register for IQOS?

The registration process for an IQOS 3 upgrade option will be indicated by the respective sales channel accordingly. No special registration is needed for an IQOS 3 upgrade option; rather, general registration with the IQOS database in conjunction with consent to receive product marketing will be sufficient. The process may vary based on the sales channel. In the event of questions regarding registration, sales staff or IQOS CARE will be glad to assist.

I have registered on www.iqos.com and purchased a device, but haven’t received confirmation for the IQOS 3 upgrade option yet.

In order to receive the IQOS 3 upgrade option, registration must be completed in full. That also includes consent to receive product advertising. This is the only way we’ll be able to contact you for the IQOS 3 upgrade option and send you the personal offer via e-mail in January 2019. If you haven’t received an e-mail confirming eligibility for an IQOS 3 upgrade yet, then it’s possible you haven’t issued consent to receive product marketing. Furthermore, the offer only applies for new customers who register in the period from 1 November to 31 December 2018. If you have any questions, please contact IQOS CARE.

When will I receive the IQOS 3 upgrade?

If eligible, you’ll receive the option either to exchange your device or to acquire an additional IQOS 3 Kit in January 2019. You’ll be notified accordingly in a separate e-mail, which will also contain your access credentials for the promotional offer. Upon receiving your access credentials, you’ll have until 11:59pm on 28 February 2019 to redeem the option to exchange your used IQOS 2.4 Plus device for the new IQOS 3 following payment of an additional €20; or to acquire an IQOS 3 Kit for an additional €50.

How can I redeem my IQOS 3 upgrade option?

After the promotional period has ended, you’ll receive an e-mail in January 2019 with access credentials for the promotional offer. If you decide to redeem the EXCHANGE & UPGRADE option, then you’ll be able to order the IQOS 3 Kit using your access credentials for an additional €20. The device will be sent to you after that. Once the promotional period has ended, we’ll send you an e-mail with a return label for the IQOS 2.4 Plus Kit, which you can then use to send the kit back to us free of charge. If you choose the UPGRADE & KEEP option, then you’ll receive the IQOS 3 Kit for an additional €50 and may keep the IQOS 2.4 Plus Kit.

IMPORTANT:
The offer is only redeemable by using your access credentials. If you have purchased an IQOS 3 Kit in the meantime, e.g. from an IQOS Store, that purchase cannot be applied to or offset from the promotional offer.

Am I obligated to redeem the IQOS 3 upgrade option?

You are not obligated to redeem the IQOS 3 upgrade option. Rather, it is you who decides whether you would like to pay an additional €20 (EXCHANGE & UPGRADE option) or €50 (UPGRADE & KEEP option). Should you not be interested in an upgrade, you can simply ignore the e-mail with your access credentials to the promotional offer in January 2019.

By when do I need to decide whether I’d like to redeem the IQOS 3 upgrade option?

The upgrade option can be redeemed by the end of February using the access credentials delivered to you via e-mail in January 2019. If you do not redeem the promotional offer during this period, then the option will expire at the end of 28 February 2019 at 11:59pm.

Can I give the IQOS 3 upgrade option to someone else if I myself am not interested?

Unfortunately, you won’t be able to give your upgrade option to someone else because this is a personal offer. Moreover, by accepting the offer, you are confirming that you will return your used IQOS 2.4 Kit to us when redeeming the EXCHANGE & UPGRADE option. If you decide to pay the additional €50 (UPGRADE & KEEP option), then you’ll be able to keep the 2.4 Plus Kit as well as the new IQOS 3 Kit.

What are the differences between the EXCHANGE & UPGRADE and UPGRADE & KEEP options?

If you select the UPGRADE & KEEP option, then you’ll receive an IQOS 3 Kit to complement your IQOS 2.4 Plus for an additional €50. However, if you choose the EXCHANGE & UPGRADE option, then you’ll receive the IQOS 3 Kit for an additional €20 and will need to return the IQOS 2.4 Plus Kit to us by the end of the promotional period.

How do I return the IQOS 2.4 Plus Kit in the EXCHANGE & UPGRADE option?

After you’ve chosen the option EXCHANGE & UPGRADE and ordered your IQOS 3 Kit, you’ll receive an e-mail with a return slip at the end of the promotional period in late February. Please return the IQOS 2.4 Plus Kit to us after receiving the corresponding message.

I have another voucher. Can I combine this voucher with the upgrade option?

Unfortunately not. As the upgrade option is an exclusive offer, it cannot be combined with other vouchers.

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