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Free returns
If you would like to return your order free of charge, then please request a return sticker* from our IQOS LiveChat.
Most frequent questions regarding deliveries and returns:
We take our responsibility seriously.
Deliveries unfortunately cannot be made to package stations or to deviating recipients. When carrying out remote sales involving tobacco products, we hold accountability for our products exclusively being sold and distributed to adults aged 18 and older. To that end, in addition to age verification during online registration, the person delivering the parcel is also obliged to verify the recipient’s age.(Special shipping conditions due to the Minors Protection Act [Jugendschutzgesetz] as per 1 April 2016).
* In the event of order revocation, you will be responsible for the direct costs associated with return. If you use a return sticker provided by Philip Morris, then return will be at no cost to you. You can request a return sticker using the free hotline at 0800 – 1114 767. In this case, the costs for return will be covered by Philip Morris. The costs for the original delivery (standard rate) will be reimbursed to you by Philip Morris in the event of order revocation. If a product is being returned due to a defect, then Philip Morris will cover the costs for both delivery and return.
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