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FAQ

IQOS CARE PLUS

What is IQOS CARE PLUS?

In the quest for creating delightful customer experiences, we have created a membership program that provides members access to a set of services. The members of the IQOS CARE PLUS benefit from:
• Accidental Damage Coverage - one accidental damage replacement per registered single line up item (SLU)*
• IQOS Coach support
• International Assistance
• IQOS Exchange
• IQOS News

*SLU – Single Line Up item, i.e. Pocket Charger, Holder, IQOS 3 MULTI device

Who can enrol in IQOS CARE PLUS?

You are only eligible for membership of IQOS CARE PLUS if:
(i) you are an adult smoker or IQOS user aged 18 years and over, and you are registered in our IQOS database at nz.iqos.com; and
(ii) you are residing in NZ (the main residence should be in a country where IQOS CARE PLUS is available)

How do I enrol in IQOS CARE PLUS?

To become a member of IQOS CARE PLUS, you need to satisfy all conditions below:
1. Be an individual person aged 18 years and over and an IQOS user
2. Be registered in the IQOS database at nz.iqos.com
3. Register your device and its components in the database
4. Accept terms and conditions of the program

There are two ways to enrol in IQOS CARE PLUS:
1. Enrol through the IQOS website or
2. Enrol by calling our Customer Care Team at 0800 810 433 or though an IQOS Coach
The membership will be activated immediately.
The IQOS user becomes a member of IQOS CARE PLUS by accepting the terms and conditions of the program. In the case where the IQOS user registers additional devices or components in the database, he or she does not need to accept terms and conditions again.

How much does it cost to enrol in IQOS CARE PLUS?

• IQOS CARE PLUS membership is free.
• In some circumstances, certain charges may apply for the calls that you make for IQOS CARE PLUS International Assistance.

How do I know that my device is still entitled to IQOS CARE PLUS?

As long as you have been enrolled to IQOS CARE PLUS and your device is still under warranty, your device remains covered by IQOS CARE PLUS. For each device, you are entitled to one claim on accidental damage replacement during the coverage period.
To find out more about your coverage, please contact our Customer Care Team.

Before IQOS CARE PLUS was launched in my market, I've had a replacement of my device for an accidental reason. Will I have another chance to have my device replaced?

According to IQOS CARE PLUS conditions, only one accidental damage claim can be done by a registered device during the duration of the IQOS voluntary warranty period. Previous replacements do not affect your coverage.

I am an IQOS Club Member, do I need to enrol to IQOS CARE PLUS to get my devices covered?

All IQOS Club Members benefit automatically from IQOS CARE PLUS and the coverage is valid within the remaining duration of the IQOS voluntary warranty period of the device.

If I damage my device unintentionally, can it be replaced at no cost?

If you have enrolled in IQOS CARE PLUS and your device is still under warranty, your device is entitled to one free accidental damage replacement during the coverage period. If you are not enrolled in IQOS CARE PLUS or already had a replacement for accidental damage for this device, then the replacement will not be performed.

Do I need to return the damaged device?

Yes, you will need to return the damaged device.

Can I exchange my IQOS which has already been exchanged?

The usage of this service is one-time only.

How do I terminate my participation in IQOS CARE PLUS?

You may terminate your participation at any time with immediate effect by notifying our Customer Care Team at 0800 810 433 or contact@iqos.co.nz.

Can the membership be transferred?

No transfer of the IQOS CARE PLUS membership is possible.

What is Accidental Damage Coverage?

• IQOS CARE PLUS provides you with the comfort that you will get a replacement of your IQOS device even if you accidentally damage your IQOS.
• This coverage does not include: lost or stolen devices, cosmetic damage (eg. scratches).
• The coverage applies only once per registered SLU item.

*SLU – Single Line Up item, i.e. Pocket Charger, Holder, IQOS 3 MULTI device

If my IQOS device has been previously replaced under accidental damage coverage, can I make another claim if it's damaged again?

After the first Accidental Damage Coverage claim is settled, the cover for Accidental Damage on this program will cease for a given SLU item.

However, your coverage for other services (IQOS Coach, IQOS Exchange, International Assistance) will continue till the end of the coverage period.
*SLU – Single Line Up item, i.e. Pocket Charger, Holder, IQOS 3 MULTI device

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