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Our e-liquid and heated tobacco vaping products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free and contain nicotine, which is a highly addictive substance. No sale to persons under the age of 18.
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Accidental Damage & IQOS Warranty.

Warranty Cover​

For IQOS & VEEV devices bought in New Zealand, you'll get a 12-month warranty from the day you buy your device.

For IQOS devices bought after 15 October 2026, your warranty can be extended to 24-months if your device is registered within 30 days of purchase.​

If you bought your IQOS device on our website or from one of our stores, your device is automatically registered. This means we automatically capture the date of sale, which is the warranty start date.​

To register your device click here.​

We strongly recommend you keep your receipt, as you may need this.​

Accidental Damage​

IQOS devices purchased before 15 October 2026 come with Accidental Damage cover.​

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With accidental damage cover you'll get a replacement if you accidentally damage your IQOS device*. Your IQOS device must be registered to unlock this additional cover.​

If you are having trouble with your IQOS device, please reach out to our Customer Care Team for troubleshooting and replacement support.​

*Terms and conditions apply. Accidental damage is a one-off replacement for any damage not covered by the IQOS warranty. Your device must be linked to your account and within the warranty period.

How to make a claim for an IQOS replacement.

If you need to make a claim, please reach out to our Customer Care Team or visit one of the IQ Vape stores.

If you didn't buy your device on our website or from one of our IQOS stores, please have your proof of purchase ready.
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.

  • Give us a ring

    IQOS stores

    Visit any IQVAPE store and they can help you.

  • Phone

    Phone

    Give us a call on 0800 810433