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FAQ

IQOS EXCHANGE

IQOS Exchange is an additional service available to members of the IQOS CARE PLUS program.

This service allows you the one-off opportunity to exchange your IQOS heat-not-burn device (e.g. IQOS 3, IQOS 3 DUO, IQOS 3 MULTI or IQOS 2.4 PLUS) for an IQOS VEEV e-cigarette or vice versa within the IQOS voluntary warranty period.

The voluntary warranty period is 12 months from the date of Device purchase and is only valid within the country of initial purchase.

If you are exchanging an eligible IQOS heat-not-burn device (e.g. IQOS 3, IQOS 3 DUO, IQOS 3 MULTI or IQOS 2.4 PLUS) for an IQOS VEEV, you will receive a credit for the difference between the current purchase price of your IQOS heat-not-burn device and the current purchase price of IQOS VEEV in the form of consumables (VEEV pods) to be used with the IQOS VEEV.

For the exchange of an eligible IQOS VEEV for an IQOS heat-not-burn device (e.g. IQOS 3, IQOS 3 DUO, IQOS 3 MULTI or IQOS 2.4 PLUS), you will need to pay an additional amount which is the difference between the current purchase price of your IQOS VEEV device and the current purchase price of the IQOS heat-not-burn device.

The new exchanged device will receive a new warranty from the date of the exchange.

Note: to use this service, your device must still be under warranty and enrolled into IQOS Care Plus.

If you wish you to take up the IQOS EXCHANGE service, please contact our Customer Care Team.

The team is available Monday – Friday from 9.00AM to 6.00PM. You can reach us by one of the following options:

Phone: 0800 810 433
Email: contact@iqos.co.nz

Chat: Click on the black chat icon at the bottom right on this page to get in touch

Yes, you need to return the original device to us using the prepaid courier envelope provided. Our Customer Care Team will arrange for a prepaid courier envelope to be delivered to you.

No, the IQOS EXCHANGE service can only be used once.

No, IQOS EXCHANGE can only be used to change your IQOS heat-not-burn Device for an IQOS VEEV device or vice versa.

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