VOLUNTARY WARRANTY

For Devices Purchased After 21 May 2025

The duration of this warranty, relevant to your country of purchase, is as follows:

• Country of Purchase: New Zealand
• Duration of warranty: 12 months

What this warranty covers

The Philip Morris International entity listed under the heading of Customer Care will, at its option (but without affecting your statutory rights), repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. If repair is not possible, replacement will be provided with a product or respective component of equivalent functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. The provisions of this warranty are only valid in the country of purchase.

What is excluded from this warranty

The following are excluded from the terms of this warranty:
a) uninterrupted and error free functionality of the product;
b) malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product;
c) cosmetic damages (such as scratches, dents, broken plastic etc.);
d) damage caused by misuse, power surge, improper handling, liquid contact or fire;
e) malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers;
f) damage or malfunction caused while attempting to open, modify (including modifications to the firmware), repair, remove and/or replace the battery, either by a user or by a service provider not accredited by the manufacturer;
g) damage or malfunction caused by failure to use as described in the associated IQOS™ User Guide or in contravention of the firmware license agreement;
h) IQOS battery performance degradation. The batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*;
i) product containing fully or partially non-genuine parts;
j) product for which serial numbers have been removed or altered.

*For more information about battery performance, please consult our FAQs and Support pages on iqos.com.

Information on how to make a claim

Before making a claim, please access and review the associated IQOS User Guide, and quick self-service support available on the website above.
To make a claim under this voluntary warranty, you can access 24/7 our online diagnosis tools or contact Customer Care number above during their opening hours.
Ensure that you have your proof of purchase to make a claim. Registration of your product serial number and date of purchase on the website above for your relevant market is recommended for faster service, without presenting a proof of purchase. If you choose not to register your product, please ensure you have your proof of purchase before making a warranty claim. The warranty claim may be refused if the proof of purchase is not available, has been altered, or is illegible.
Where applicable, in the absence of the proof of purchase or product registration, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of product in question based on its own records.

Customer responsibilities for voluntary warranty support

When making a claim under this voluntary warranty, you must:

• Follow the support procedures specified by the service provider (problem determination, resolution, product return);
• In case of a device replacement, return the defective product as instructed by the service provider.
• In case of a device replacement, before returning the defective product, remove any customization accessories purchased separately from the product.

Other terms

Where a device exchange takes place, then any replacement of the defective component (including the batteries) becomes your property, and the replaced component becomes the property of the entity which makes the exchange. The replacement component or device may not be new, but it will be in good working condition and at least functionally equivalent to the original. The replacement of the defective device or component (excluding a replaced battery) shall be warranted for the balance of the remaining duration of the warranty period on the original product. The information provided by you will be used as described in the consumer privacy notice at www.pmiprivacy.com.

Battery Removal and Replacement

IQOS ILUMA ONE devices purchased after 21 May 2025 have a removable and replaceable battery. For more information please contact our customer care team on 0800 810 433. Please note the Double Sided Adhesive Strip provided with your device has an optimal shelf life. Please contact us when the adhesive isn't optimal (e.g Notice of signs of wear and tear such as discolouration or brittleness)

Battery Exchange Service

The IQOS device has a removable and replaceable battery, which means that customers can take advantage of the battery replacement service provided by PMNZ. For more information, please visit www.IQOS.co.nz .

For Devices Purchased Before 1 October 2024

The duration of this warranty, relevant to your country of purchase, is as follows:

• Country of Purchase: New Zealand
• Duration of warranty: 12 months

What this warranty covers

The Philip Morris International entity, listed under the heading of ‘Customer Care’, shall, at its option (but without affecting your statutory rights), repair or replace any components which are defective in terms of material or workmanship, when used in accordance with the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim.
The provisions of this warranty are only valid in the country of purchase.

What is excluded from this warranty?

The following are excluded from the terms of this warranty:

a) damage caused by normal wear and tear;
b) cosmetic damage (such as scratches, dents, broken plastic, etc.);
c) damage caused by misuse, power surge, improper handling, liquid contact or fire;
d) malfunction due to use with a non-compatible product;
e) damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; and
f) damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

Information on how to make a claim

To make a claim under this warranty, please contact our Customer Care Team for assistance.

• Ensure that you have your proof of purchase before making the call.
• In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question, based on its own records.
• Where an exchange takes place, then any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange.

The information provided by you will be used as described in the consumer privacy notice.

Additional legal rights for consumer

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase. For more information on Product Warranties for New Zealand customers please refer to the website Terms and Conditions.