IQOS 30 DAY MONEY BACK GUARANTEE - FAQs

The IQOS 30 Day Money Back Guarantee is an offer to give you peace of mind after purchase. If you buy any qualifying IQOS branded device (“Qualified Device(s)”) from a participating retailer and decide it isn't for you, you can apply for your money back within 30 days (inclusive of the date of purchase). All you need to do before this is to register a new account at www.iqos.co.nz (or update your existing one), link the device to your account and complete a 14 day support programme.

*The following products are specifically excluded from the Qualified Devices.

• IQOS VEEV; and
• All bundled devices including, but not limited to, IQOS VEEV starter kit with IQOS 3 Duo bundle, IQOS VEEV starter kit with IQOS 3 Multi bundle, IQOS VEEV starter kit with IQOS 3 DUO refreshed bundle.
• From 01 March 2024, IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi will no longer be qualifying devices. IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi devices purchased up to and including 29 February 2024 will still be eligible for Money Back Guarantee.
• IQOS Iluma and IQOS Iluma One devices purchased from a Qualified Retailer will be eligible devices from 04 December 2023.

Note: With effect from 05 August 2024, this program is no longer available.
All web pages and links to the claim portal have been deactivated/disabled.

The IQOS 30 Day Money Back Guarantee is only available for qualifying IQOS branded devices (“Qualified Device(s)”) purchased from participating retailers ("Qualified Retailer(s)”).

Click here to find the list of the Qualified Retailers. There are also a few simple steps that you will need to follow as well:

• After buying your Qualified Device, you must create an account (or update an existing one) at iqos.co.nz, link your Qualified Device to it and keep your receipt and the original box in a safe place as they will be needed for any refund claim.
• If, after completing the 14-day IQOS support programme, you decide to take up the IQOS 30 Day Money Back Guarantee, please go to www.iqos.co.nz/money-back and follow the instructions there.
• During the claim submission process, you need to:
  • Enter the device price
  • Upload an image of your purchase receipt
  • Enter the 12-digit alphanumeric codentify code found on the bottom of the box your Qualified Device came in
  • Upload an image of the codentify code and
  • Complete all other required information to successfully lodge a claim.
• When your claim is submitted, you will receive an email with information on returning the device in its original box along with any related parts (like the charger and cable).
• We must receive your Qualified Device in its original box, along with all related parts (like the charger and cable), within 21 business days of your claim being accepted.
• Your refund will be processed within seven business days of us receiving your device, original box and related parts.

You cannot claim the IQOS 30 Day Money Back Guarantee from the Qualified Retailer that you purchased your Qualified Device from. While this does not affect your rights under the Consumer Guarantees Act 1993, the IQOS 30 Day Money Back Guarantee is only processed online at www.iqos.co.nz/money-back.

The IQOS 30 Day Money Back Guarantee only applies to qualifying IQOS branded devices purchased from participating retailers. However, it does not apply to the following products.

• IQOS VEEV; and
• All bundled devices including, but not limited to, IQOS VEEV starter kit with IQOS 3 Duo bundle, IQOS VEEV starter kit with IQOS 3 Multi bundle, IQOS VEEV starter kit with IQOS 3 DUO refreshed bundle.
• From 01 March 2024, IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi will no longer be qualifying devices. IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi devices purchased up to and including 29 February 2024 will still be eligible for Money Back Guarantee.
• IQOS Iluma and IQOS Iluma One devices purchased from a Qualified Retailer will be eligible devices from 04 December 2023.

We will send you an email notification when your claim is submitted, approved (or declined) and when your refund is being processed for payment. For your personal records, please take note of the tracking number for your return.

You must submit your claim (with a copy of your receipt), no later than 30 days after buying your qualifying IQOS branded device. This includes the date on which it was purchased. For example, if the date on your receipt is 28 October 2021, you must submit a claim by no later than 11.59pm on 26 November 2021.

• To ensure a speedy refund, please take care when entering information at www.iqos.co.nz/money-back, especially your e-mail address, bank account details, device price, Codentify code and verify that you are including the device in its original box along with related parts (like the charger and charging cable). We are not responsible for any errors or omissions made by you that could result in a delay or a decline.
• If you have made an error or omission, please contact us using your claim number and we will be happy to help where we can. If you have not returned the device in its original box or have not returned related parts (like the charger and cable), you will have to return these to us at your own expense for the claim to be processed, otherwise, it may be declined.
• We will take up to four business days to assess your claim. If your claim is accepted, you will receive an email with instructions on how to return your device in its original box with all related parts (like the charger and charging cable).
• We must receive your device in its original box along with its related parts (like the charger and cable), no later than 21 business days following your claim being accepted.
• Please then allow up to seven business days for your refund to be processed from the date on which we received your device back.

Click here for the list of retailers selling devices with the IQOS 30 Day Money Back Guarantee.

You can only make an IQOS 30 Day Money Back Guarantee claim via www.iqos.co.nz/money-back and not from the participating retailer that you purchased a new IQOS device from. This does not affect your rights under the Consumer Guarantees Act 1993.

These may include but are not limited to:

• A copy of the original receipt not being uploaded or is unreadable.
• The device was not purchased from a participating retailer of the IQOS 30 Day Money Back Guarantee (see 'Who are the retailers participating in the IQOS 30 Day Money Back Guarantee?').
• The device is not a qualifying IQOS branded device (see 'What is the IQOS 30 Day Money Back Guarantee?').
• We have not received the device within 21 business days of the claim being accepted (and there is no valid reason provided by tracking).
• We have not received the returned device in its original box.
• We have not received related parts (such as the charger and cable) with the returned device.
• The claim was submitted more than 30 days after the device was bought.
• The codentify code entered during the claim submission does not match with the returned box.

We will return the device, original box and any related parts you have returned (like the charger and cable) to you by courier and will notify you of this by email.

The IQOS 30 Day Money Back Guarantee does not affect your rights under the Consumer Guarantees Act 1993.

If you decide to take up the IQOS 30 Day Money Back Guarantee and the claim is approved, any IQOS Rewards points earned for this purchase will be deducted from the refund amount.

If you have any further questions, simply use the question box here. We'll get in touch with you as soon as we can. Alternatively, you can contact us on 0800 810 433, Monday - Friday: 9am - 6pm.