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FAQ

IQOS EXCHANGE

What is IQOS EXCHANGE?
This service allows you the one-off opportunity to exchange your IQOS heat-not-burn device (e.g. IQOS 3 DUO, 3, 3 MULTI, 2.4 PLUS) for an IQOS MESH or vice versa within sixty (60) days from the date of device purchase and only within the country of purchase.
How does IQOS EXCHANGE work?
You must have enrolled your device for IQOS CARE PLUS. You must have purchased the device within the last 60 days. In the case of an exchange of IQOS heat-not-burn device for IQOS MESH, you will receive a credit in the form of consumables to be used with the IQOS MESH or in the case of an exchange of IQOS MESH for IQOS heat-not-burn device, you would need to pay an additional amount which would equate to the full purchase price of the new exchanged device. The new exchanged device will receive a new warranty from the date of the exchange.
How can I use IQOS EXCHANGE?
In order to make use of this service, you must initiate the exchange request by contacting our Customer Care Team: 0800 810 433 or email at contact@iqos.co.nz
Working hours: Monday - Friday: 9:00am - 6:00pm
Do I have to return my original device?
Yes, you will be required to return the original device via the provided prepaid courier envelope. Our Customer Care Team will arrange a prepaid courier envelope to be delivered to you.
Can I exchange my IQOS device which has already been exchanged?
No, the usage of this service is one time only.
Can I use IQOS Exchange to upgrade my current device?
No, you are only eligible to exchange your IQOS heat-not-burn Device for an IQOS MESH device or vice versa.
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