IQOS Return Policy

If you are on an IQOS 14 day trial, please click here to view the returns process.

For all other purchases, please read below

At IQOS, we aim to provide you the best possible experience with our products. In case you have changed your mind and want to return a product or end your trial, this page will provide you with the details of our return policy.

 

DELIVERY

Are there any Shipping Costs?
 

For IQOS products 

Non-IQOS CLUB Member?

Free next-day delivery on orders worth £79.00 or more. 

For orders under £79.00:

  • £3.95 with DPD (next-day delivery)
  • £1.95 with Royal Mail (2-3 days shipping)

Delivery charges do not apply for all device bundles.

IQOS CLUB Member?
Silver members
Free 2-3 days shipping with Royal Mail when you spend over £30.

Gold members
Free next-day delivery with DPD when you spend over £30.

Platinum members
Free next-day delivery with DPD when you spend over £30.

Your IQOS CLUB member benefit will be applied automatically at checkout.

For VEEV & ZYN products

For orders worth £10 or more:

  • Free 2-3 days shipping with Royal Mail
  • £3.95 with DPD (next-day delivery)

For orders under £10:

  • £3.95 with DPD (next day delivery)
  • £1.95 with Royal Mail (2-3 days shipping)


What are the Delivery Times?

DPD (next-day delivery service) 

Orders placed before 8:00 PM (Monday to Sunday) will be shipped the same day (depending on your location, some parcels may take longer).

A two-day delivery service is provided to the following areas, excluding weekends.

  • Northern Ireland
  • Scotland
  • Isle of Man, Channel Islands and Scilly Islands 
  • Outer Hebrides, Shetlands & Orkney

All orders placed on Friday, Saturday, and Sunday for the two-day delivery service will be delivered on Tuesday.

Royal Mail (2-3 days delivery service)

Orders placed before 2:00 PM (Monday to Friday) will be shipped with Royal Mail on the same day and delivered to the customers within 2 to 3 working days.

Orders placed after 2:00 PM on Friday will be shipped on Monday afternoon.

A five-day delivery service is provided to the following areas, excluding weekends. 

  • Northern Ireland
  • Scotland
  • Isle of Man, Channel Islands and Scilly Islands 
  • Outer Hebrides, Shetlands & Orkney

This excludes:

  • Public Holidays
  • Circumstances outside our control (such as weather conditions)

 

PURCHASES

A. IQOS Devices purchased from official IQOS Stores, IQOS.com and purchases via IQOS Customer Care

We want you to have peace of mind when purchasing from us. That’s why we offer our customers a 30-day money-back guarantee on IQOS devices.

The 30-day money-back guarantee is our commitment to reimburse you the full value of your IQOS device if you decide to return it within 30 days of purchase.

Please see below the eligibility criteria:

  • You have purchased your IQOS device from an official IQOS Store, IQOS.com or via our IQOS Customer Care.

  • You have registered your device on your IQOS.com account or provide the original proof of purchase.

  • You return the products within 30 days from the date of purchase.

  • You keep the products in their original condition, returning all items and packaging.

If you meet eligibility requirements, please contact IQOS Customer Care on 0800 432 0000 to begin your return via free post or visit an official IQOS Store and we will provide you with a refund.

Please note that the 30-day money-back guarantee is only applicable to IQOS devices. This does not affect your statutory rights.

 

B. Products purchased from a third party

If you purchased an IQOS product from a third-party reseller we are unable to provide a refund. Please contact your original point of sale to check if you are entitled to a refund under the third-party’s return policy.

 

C. Returning a faulty IQOS device

If you believe your IQOS device is faulty please contact IQOS Customer Care in order to fix your product, replace it, or to check your eligibility for a refund. You must have a registered profile with IQOS or the original proof of purchase.

 

D. Your right to cancel

If you purchase online or by telephone you have the right to cancel your order within 14 days of receiving it. To get a full refund, all products (e.g. IQOS device, accessories, HEETS) must be returned unused and unopened. Returns of individual products purchased as part of a bundle (e.g. Starter Kits, Try Before You Buy) are not allowed.

To cancel your order, please contact IQOS Customer Care and provide the order details. Once we receive the products in a satisfactory condition, we will refund the full amount to your original payment method within 14 days.

Please note that personalised products cannot be refunded. This does not affect your statutory rights.

 

How do I return a product?

To be eligible for a refund, you must have your device registered on your IQOS.com account or provide the original proof of purchase.

The fastest and easiest way to return an item is to contact the IQOS Customer Care team on 0800 432 0000 or start a Live Chat by clicking here to begin your return via free post.

Alternatively, you can return your order by visiting an official IQOS store. Please see free post return details below:

Products purchased Online:

You may return your order via free post or by visiting an IQOS store. Free post return options are below:

By Collect+
Easy and Guaranteed tracked return. Prepaid label is included on your Delivery Note.
You can use one of the 7000 Collect+ points across the UK.		 By Royal Mail
Non-tracked return. Prepaid label is included on your Delivery Note. To claim a free tracked return please contact IQOS Customer Care.
You can use one of the 11,500 Royal Mail post office locations across the UK.
1. Complete the returns section of the delivery note included in your order and include it in your parcel 1. Complete the return section of the delivery note included in your order and include it in your parcel
2. Attach the pre-paid Collect+ Return postage label provided with your order 2. Attach the pre-paid Royal Mail Return postage label provided with your order (non-tracked return)
3. Please make sure to attach the battery warning sticker included on your original package to the parcel you are returning by Collect+ 3. Please make sure to attach the battery warning sticker included on your original package to the parcel
4. Take your return parcel to your nearest drop point. To find your closest drop point check here or text* “Collect”, and your postcode, to 84555 (e.g. Collect NN8 2DH). 4. Take your return parcel to your nearest Royal Mail post office. To find your closest drop point check here
5. Keep your receipt as proof of postage and track your return at https://www.collectplus.co.uk/track-a-parcel 5. Keep your receipt as proof of postage

 

All returns are inspected upon receipt, and appropriate full or partial refunds will be processed to your card. Please allow up to 14 days after we receive your return for the refund to be processed.

If you do not complete the necessary return information or provide the original delivery note, it may not be possible to complete your refund. Please ensure all fields are completed as required before sending. If you have any questions or require assistance, please contact IQOS Customer Care and one of our agents can talk you through the process and send a return label if required.

 

IQOS devices purchased from an IQOS store:

IQOS devices purchased from an IQOS store and registered on your iqos.com profile are covered by our 30-day money-back guarantee. You may return your used IQOS device to any IQOS store within 30 days from the date of purchase. Please bring all items, including all packaging, instructions and accessories and we will process the refund to your original payment method. If you cannot visit an IQOS store, please contact IQOS Customer Care who can support you with your return.

Please note that IQOS accessories, other electronic accessories and HEETS cannot be returned and refunded under the 30-day money-back guarantee. This does not affect your statutory rights.