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Accidental Damage & IQOS Warranty.

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Girl unpacking her IQOS device
Girl unpacking her IQOS device

We understand accidents happen.

With myIQOS, in addition to warranty cover, we provide you with the comfort that you'll get a replacement if you accidentally damage your IQOS device*. Register your IQOS device 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.

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Your IQOS Warranty.

For IQOS devices bought in New Zealand, you'll get a 12-month warranty from the day you buy your device. All you need to do is to keep your receipt, take a picture of it as proof of purchase or register your device on the day you bought it.

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.

We strongly recommend you keep your receipt, as you may need this for other offers or services.

Register your device

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What we cover with the IQOS Warranty.

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.

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.

A boy and a girl talk with a gold IQOS DUO in her hand

What we don't cover with the IQOS Warranty.

The following aren't covered by the IQOS 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 caused by using the device with non-compatible products

e) Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS

f) Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

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.

  • SMS

    SMS

    Text "Support" to 5998 and a member of the Customer Care Team will be in touch.
    Monday to Friday, 9am to 6pm

  • Give us a ring

    IQOS stores

    Visit any IQVAPE store and they can help you.

  • Phone

    Phone

    Give us a call on 0800 810433

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