Replacement and Warranty | IQOS Lebanon
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We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Lebanon who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

Warranty and Replacement

Register your IQOS device

Register your IQOS device

- fast and free IQOS replacement*

- international coverage with IQOS support and IQOS device replacement services wherever you are in the world

- extended IQOS warranty, in case you accidentally damage your device**

- access to limited editions and exclusive offers

If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.

International assistance, for support wherever you are in the world.

International assistance, for support wherever you are in the world.

Covering over 39 countries and at your disposal 24/7, whether you need support, troubleshooting or a device replacement, all you have to do is get in touch. We're here to help troubleshoot and figure out any issues with your IQOS device. And if the issue is covered under your warranty, we'll get a replacement to you as soon as possible.

Are you abroad and need help with your IQOS device?

Not to worry, our international assistance team is only a call away. Just call +41 21 547 8888*
*Some fees may apply, please speak to your network operator.

How do you get access to the IQOS international assistance service?

You just need to have registered to IQOS and linked your device to your account before you leave.

Where in the world are you covered by IQOS international assistance?

IQOS international assistance is available in over 39 countries:
Armenia, Bulgaria, Canada, Colombia, Croatia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Guatemala, Italy, Japan, Kazakhstan, Latvia, Lithuania, Moldova, New Zealand, Palestine, Netherlands, Poland, Portugal, Reunion Island, Dominican Republic, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Switzerland, Turkey, Ukraine, United Kingdom.

Terms and conditions

Services, availability of IQOS equipment and components, response and delivery times may vary from country to country. This service will not affect your legal rights or the warranty of your IQOS in the country where you bought in. If a part of your device is exchanged, any new part becomes your property and the replaced part becomes the property of the entity making the exchange. Problems with IQOS devices are defined in terms of material or workmanship, when used as set out in the IQOS user guide.

What don't we cover with the IQOS warranty?

What don't we 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


* When your device is accidentally damaged and still under warranty
** A one-time replacement per calendar year and per person registered on iqos.com for any damage not covered by the IQOS warranty. If your device is replaced, only the original warranty when you first bought the device is valid.

How to make a claim for an IQOS replacement

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

Do you want to make a claim? It's easy and quick, just contact our Customer Care service available from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM and we will help troubleshooting any problems with your device.

If you didn't buy your device on our website, 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.

Got a question?
Find the answer in our FAQs.

FAQs

Something we haven’t covered?

There are several ways you can reach us
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Use our live chat

Chat to our personal coaches in real time. They’re available from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM. Just give them a message and they’ll say hello within seconds. 

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Our Twitter account is available from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM. Tweet us your questions and we’ll get back to you in a flash/minutes. 

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Write to us. Our inbox is never too full. 

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No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you. 

Look through our FAQ
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This Products damages your health and is addictive.
هذا المنتج يضر بالصحة ويسبب الإدمان

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