IQOS 30 Day Money Back Guarantee Terms & Conditions

Note: With effect from 05 August 2024, this program is no longer available. All web pages and links to the claim portal have been deactivated/disabled.

Effective date: 1st December 2023

To participate in the "IQOS 30 Day Moneyback Guarantee" (“Guarantee”), the following conditions of participation (“Conditions”) will apply. The organiser of the Guarantee is Philip Morris (New Zealand) Limited (“PMNZ”), 46 Sale Street, Auckland Central, Auckland 1010 which also reserves the right to change the Conditions at any time.

By submitting the online claim form, the participant accepts the Conditions and agrees that they can be contacted by e-mail to process the claim.

1. Eligibility

   • 1.1. The Guarantee is only available to smokers or vapers aged 18 years and over who are normally resident in New Zealand and who have purchased a qualifying IQOS branded device (“Qualified Device(s)”) from a merchant participating in the Guarantee (“Qualified Retailer(s)”). They must also create or update their account at www.iqos.co.nz, present the corresponding receipt and have a New Zealand bank account. Participation is only possible in the name of the registered purchaser.
   • 1.2. The Guarantee only applies to purchases made from the Qualified Retailers, which are listed at www.iqos.co.nz and/or by clicking here. The following products are specifically excluded from the Qualified Devices:
     • 1.2.1. IQOS VEEV.
     • 1.2.2. All bundled devices including, but not limited to, IQOS VEEV starter kit with IQOS 3 Duo bundle; IQOS VEEV starter kit with IQOS 3 Multi bundle; and IQOS VEEV starter kit with IQOS 3 DUO refreshed bundle.
     • 1.2.3. From 01 March 2024, IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi will no longer be qualifying devices. IQOS 3 DUO, IQOS 3 DUO Refreshed and IQOS 3 Multi devices purchased up to and including 29 February 2024 will still be eligible for Money Back Guarantee.
     • 1.2.4. IQOS Iluma and IQOS Iluma One devices purchased from a Qualified Retailer will be eligible devices from 04 December 2023.
   • 1.3. Employees of PMNZ, all persons involved in the development or implementation of the Guarantee (e.g., consultants or suppliers) as well as their respective family and household members, are excluded from participation.
   • 1.4. PMNZ reserves the right to exclude from the Guarantee, any participant who makes false statements when registering, manipulates, tries to manipulate or otherwise violates the Conditions.
   • 1.5. Participation in the Guarantee is only in the name of person who holds a registered account at www.iqos.co.nz, holds proof of purchase and can supply the Codentify code found on the bottom of original box. The guarantee is limited to a maximum of one Qualified Device.
   • 1.6. The Guarantee cannot be combined with any other manufacturer programme. This also includes coupon programmes.

2. Participation and implementation of the Guarantee

   • 2.1. The Guarantee is exclusively run online www.iqos.co.nz/money-back and cannot be claimed from a Qualified Retailer where a Qualified Device was purchased from.
   • 2.2. The participant must create an account at www.iqos.co.nz (or update an existing one), link the Qualified Device to that account and complete a 14-day IQOS support programme.
   • 2.3. To claim the Guarantee, a participant must submit an online claim within 30 days (including date of purchase) following purchase of the Qualified Device.
   • 2.4. The participant must enter the device price and upload a copy of the original proof of purchase receipt in one of the following file formats: jpg, png, bmp, HIEF or pdf, with a maximum 10 MB file size.
   • 2.5. The proof of purchase receipt must clearly show the retailer name, retailer address, date of purchase, GST number and sum of purchase.
   • 2.6. The participant must enter the Codentify code found on the bottom of original box as well as uploading a copy of Codentify code in one of the following file formats: jpg, png, bmp, HIEF or pdf, with a maximum 10 MB file size.
   • 2.7. The participant must complete all other required information and successfully submit the online claim.
   • 2.8. The completed online claim will be checked within four business days of being submitted. If proof of purchase, Codentify code and the claim are assessed as eligible, a return label and courier bag will be sent to the participant's registered address within two business days. If proof of purchase is incomplete, unreadable or invalid, participation is deemed invalid, and the participant will receive a corresponding e-mail to that effect.
   • 2.9. Our service partner must receive the return label and courier bag inclusive of the Qualified Device in its original box along with all related parts (including the charger and cable), within 21 business days of the claim being accepted. Upon receiving the Qualified Device, our service partner will check the device for function and completeness and after successful verification, approve the claim for refund.
   • 2.10. Proof of purchase means a purchase receipt or invoice containing the retailer name, retailer address, date of purchase, GST number and purchase price. A packaging slip does not satisfy proof of purchase. The original proof of purchase must be retained by the participant until the claim has been settled. PMNZ is entitled, at any time, to request presentation of the original proof of purchase for data comparison.
   • 2.11. The Codentify code means a 12-digit alphanumeric code, e.g., ABC DEF 1GH JKL, found at the bottom of the original box.
   • 2.12. By submitting the online claim form, the participant accepts the Conditions and agrees that they can be contacted by e-mail to process the claim.
   • 2.13. The refund will be made within 7 business days after the device has been verified by our service partner and approving the claim for refund.
   • 2.14. Payment is only made by bank transfer in NZD to a New Zealand bank account and can only be made if the bank details provided are full and correct.
   • 2.15. Each participant is obliged to check the refund and to report any missing refund to the e-mail address indicated by PMNZ.
   • 2.16. By sending the online claim form, the participant accepts that any IQOS Rewards points earned as a result of purchase of the Qualified Device during the period of its IQOS 30 Day Money Back Guarantee, will be deducted from the refund amount.
   • 2.17. The Conditions are governed by New Zealand law.

3. Data protection

   • 3.1. Personal data that you transmit to us when participating in the Guarantee (including but not limited to name, address, e-mail, bank account details), will be processed exclusively as far as is necessary for the processing of your claimed refund or insofar as you have consented to the processing of your claimed refund.
   • 3.2. For the purpose of processing your claimed refund, your data will be transmitted to WAIVPAY Limited. This is necessary because WAIVPAY Limited processes and settles approved claims.
   • 3.3. The data of the participants will be deleted after the promotional period, provided that the further storage of the data is not necessary for PMNZ to fulfil legal obligations.
   • 3.4. Further information on the processing of your personal data can be found on https://www.pmiprivacy.com/en/consumer.

4. Liability

   • 4.1. PMNZ shall not be liable for indirect, incidental, or consequential damages of any kind, including but not limited to damages arising from the use of this service, technical failures, delays and interruptions.
   • 4.2. PMNZ shall not be liable for any late, lost, incomplete, incorrectly submitted, delayed, illegible, corrupted, or misdirected registration and/or claim by the participant.