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FAQ

WARRANTY & REPAIR

Why do I need to register my IQOS device?

Registering your IQOS ensures that your device is covered under warranty in case you experience a malfunction.

My IQOS is no longer working. What should I do?

If your IQOS device has stopped working, please do a soft reset:
• Press and hold the on/off button together with the cleaning button for 2 seconds.
If the device is still not working, please contact IQOS Care by free phone call – 0800 9900000 – and request a replacement order for your IQOS.

If you notice any defect or crack, please stop using your IQOS immediately and contact IQOS Care.

Is it possible to repair an IQOS?

It is not possible to repair an IQOS device.
Do not attempt to repair your IQOS device. If your IQOS has stopped working, please do a soft reset:
• Press and hold the on/off button together with the cleaning button for 2 seconds.

If the device is still not working, please contact IQOS Care by free phone call – 0800 9900000 – and request a replacement order for your IQOS.
If you notice any defect or crack on your device, please stop using your IQOS immediately and contact IQOS Care.

Can I replace the battery of my IQOS device?

It is not possible to remove or replace the battery of your IQOS device.
If your IQOS is fully charged but your battery is not working, please do a soft reset:
• Press and hold the on/off button together with the cleaning button for 2 seconds.
If the device is still not working, please contact IQOS Care by free phone call – 0800 9900000 – and request a replacement order for your IQOS.

How long is the warranty valid for?

The warranty is valid for 1 year from the date of purchase.
The warranty is valid for all components including the AC Power Adaptor and USB Cable.
For the Pocket Charger and Holder, the warranty is valid for 1 year from the date of purchase or 7300 usages (whichever comes first).

This product is not risk free and is addictive. For adult use only.
This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Netherlands.
ARE YOU A SMOKER AGED 18 OR OLDER?
This website is reserved for smokers of 18 years and above.