Refunds & Returns

Since the order was placed through our e-commerce channel, return must be done online. 

You can contact us via webchat on iqos.com or Facebook messenger. We will be glad to assist you.

If you have paid by Credit Card it depends on the bank, it takes from 7 to 10 days to reflect.

If cash on delivery takes around 4-5 days.

The exact shipping process depends on the reason for the return. 

Return in case of cancellation or at the end of the trial month: 

Please return the IQOS device complete with all components in the factory packaging.  

Exception: the device cannot be transported due to damage (see below). Ideally, use the shipping carton in which the IQOS device was delivered for the return and pack the product carefully to protect it from possible transport damage. The dangerous goods sticker is already on the shipping carton, which you need when shipping at least one pocket charger or more than two holders. Otherwise, please print out the corresponding dangerous goods label in color and attach it to your shipping carton. For free return shipping, use the return label that you can access via your IQOS customer account 

Return in case of defect: 

Please first ensure that your device is transportable (see below). If this is the case, please use the original packaging of the spare part and its shipping carton to send it back to us. The dangerous goods sticker is already on this packaging, which you need when shipping at least one pocket charger or more than two holders. Otherwise, please print out the corresponding dangerous goods label in color together with the return label and attach it to the shipping carton.  

Please only return devices that are defective or need to be exchanged. So, for example, only your holder is defective, and you get it replaced, then just send back the holder. However, if your entire kit is being replaced, please return the complete IQOS kit to us. 

Notes on the proper shipping of devices with lithium batteries:  

Devices containing lithium batteries are considered dangerous goods. If lithium batteries are damaged or short-circuited, the batteries can overheat and catch fire. Devices with damaged lithium batteries are therefore not transportable! 

This can affect the following devices: IQOS Pocket Charger and IQOS Holder. 

Please check your IQOS device for the following signs: 

• Bloated or burst/broken case 

• Heat development although not in use 

• Melted or deformed parts  

• Sparks or jets of flame have erupted 

• There was a short circuit 

If your device shows even one of these signs, it is not transportable! In this case, we ask you to dispose of the device properly at a recycling center.  

When shipping more than one device with a lithium battery, make sure they do not touch each other in the shipping carton. In addition, the devices should not lie loose in the box. It is best to pack the products in the original sales packaging. 

IQOS devices must always be returned to where they were purchased/ you can return the device online on IQOS.com or in an IQOS Store 

All devices ordered on IQOS.com must be returned in the online shop via return shipping within 14 or 30 days 

You can find the conditions in the return form enclosed with your shipment. You can find out exactly how to return an order from the online shop here

All devices ordered on IQOS.com must be returned via return shipping within 14 or 30 days 

Exception: With the IQOS trial month, you have 30 days to decide whether or not to make a purchase. The cancellation period remains unaffected. For free return shipping, please use the return label. You can find out more about free returns with a return label, by clicking “Deliveries and Returns” 

IQOS devices must always be returned to where they were purchased/ you can return the device online on IQOS.com or in an IQOS Store 

If you bought your IQOS device from a representative/retailer, you have 14 or 30 days to return your device there. 

Devices purchased from the IQOS Store must be returned there within 14 or 30 days 

PLEASE NOTE: A return to another retailer, an IQOS store or a return by post is unfortunately not possible.  

The revocation period for purchases made on IQOS.com is 14 or 30 days 

During this time, IQOS devices must always be returned to where they were purchased / 

you can return the device online on IQOS.com or in an IQOS Store. 

In order to return online on IQOS.com, please log in to your IQOS user account and initiate the return under "My orders". You’ll be informed once your return label is ready to be downloaded. Please do not forget the hazardous goods label: In case you will use the original shipping box, this label is already on the carton and must be visible. Otherwise, simply download the label together with the return label and print out the according label in color. 

Afterwards, you have 14 or 30 days to bring your package to a post office. 

We will cover the costs of the return shipment for you. 

Please note: With the IQOS trial month, you can return your device within the 30-day test period.