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From us for you:

Our voluntary warranty

You benefit from
our 12 month warranty

The length of the voluntary warranty period depends on the country in which you purchased your product. In Germany the warranty period is 12 months from the date of purchase.

How to make your claim

In order to file your claim under our warranty conditions, please contact us in writing, by phone or by email. You'll find our contact details under IQOS CARE.

If you would like to contact us by phone, please have your proof of purchase with purchase date ready. Should you be unable to provide proof of purchase, we reserve the right to determine the validity of your warranty at our own discretion beginning with the date of manufacture of your IQOS and its components.

Other things you need to know regarding our voluntary warranty

Upon replacement of a component of your IQOS device, you agree that the replaced component becomes the property of the warrantor. For this purpose you transfer ownership of all replaced components to the warrantor. The warrantor accepts this anticipated transfer of ownership. This agreement is irrevocable. The transfer of ownership will take effect upon sending the defective IQOS components to the warrantor.

Personal information provided by you in connection with the repair or replacement of your product will be treated in accordance with the consumer privacy declaration, which may be accessed online at www.pmiprivacy.com.

Additional legal rights for consumers

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

Cases in which you may file claims against our voluntary warranty

The company IQOS CARE (hereinafter referred to as "warrantor") shall repair or replace (at the warrantor's option) those components of the product that exhibit a material or manufacturing defect, insofar as all conditions of this warranty have been fulfilled. Warranty rights to which you are entitled by law are not be limited by this voluntary warranty. The provisions of this warranty are only valid in the country of purchase.

Exclusions from this warranty

The following are excluded from the terms of this warranty:

  1. Damage resulting from normal wear and tear.
  2. Cosmetic defects (e.g., scratches, dents, and broken plastic).
  3. Damage resulting from improper use, power surge, incorrect care, contact with liquids or fire.
  4. Damage or malfunctions resulting from use with incompatible products.
  5. Damage or malfunctions resulting from attempts by the user or a third party not authorised by the manufacturer to open, modify or repair components.
  6. Damage or malfunctions resulting from use contrary to what is described in the IQOS operating manual.

Other things you need to know regarding our voluntary warranty

Upon replacement of a component of your IQOS device, you agree that the replaced component becomes the property of the warrantor. For this purpose you transfer ownership of all replaced components to the warrantor. The warrantor accepts this anticipated transfer of ownership. This agreement is irrevocable. The transfer of ownership will take effect upon sending the defective IQOS components to the warrantor.

Personal information provided by you in connection with the repair or replacement of your product will be treated in accordance with the consumer privacy declaration, which may be accessed online at www.pmiprivacy.com.

Additional legal rights for consumers

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

Cases in which you may file claims against our voluntary warranty

The company IQOS CARE (hereinafter referred to as "warrantor") shall repair or replace (at the warrantor's option) those components of the product that exhibit a material or manufacturing defect, insofar as all conditions of this warranty have been fulfilled. Warranty rights to which you are entitled by law are not be limited by this voluntary warranty. The provisions of this warranty are only valid in the country of purchase.

Exclusions from this warranty

The following are excluded from the terms of this warranty:

  1. Damage resulting from normal wear and tear.
  2. Cosmetic defects (e.g., scratches, dents, and broken plastic).
  3. Damage resulting from improper use, power surge, incorrect care, contact with liquids or fire.
  4. Damage or malfunctions resulting from use with incompatible products.
  5. Damage or malfunctions resulting from attempts by the user or a third party not authorised by the manufacturer to open, modify or repair components.
  6. Damage or malfunctions resulting from use contrary to what is described in the IQOS operating manual.

IQOS CARE

Toll-free hotline:
0800-1114767

Email address:
contact.de@IQOS.com

Address
Philip Morris GmbH
D-81367 München

Importer and
authorized representative

Philip Morris GmbH
D-81367 München

Manufacturer:
Philip Morris Products S.A.
Quai Jeanrenaud 3
CH-2000 Nechâtel

IQOS CARE

Toll-free hotline:
0800-1114767

Email address:
contact.de@IQOS.com

Address
Philip Morris GmbH
D-81367 München

Importer and
authorized representative

Philip Morris GmbH
D-81367 München

Manufacturer:
Philip Morris Products S.A.
Quai Jeanrenaud 3
CH-2000 Nechâtel

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