IQOS Terms and Conditions

Updated 04 October 2024

When you order products direct from us online or over the phone with our IQOS Customer Care team, you agree to follow these Terms and Conditions. The Terms and Conditions are split into 10 parts.  

A.Important Information

B.Our Products.

C.Ordering

D.Delivery & Postage

E.Cancellation Rights

F.Our Loyalty and Customer Care Services

a.Warranty

b.IQOS Support Services

c.Vape Device Recycling

d.30-Day Money Back Guarantee

e.Try Before You Buy (14-Day Trial)

f.Refer a Friend

g.IQOS Club

G.Offer Terms and Conditions

H.Waste Electricals and Recycling

I.Using your Personal Information

J.General Terms and Conditions.

If you don't agree to these Terms and Conditions, please don't buy anything from us.

 

A.IMPORTANT INFORMATION

 

1.Who we are.

We are Philip Morris Limited, a company registered in England and Wales. Our company registration number is 03619145 and our address is 10 Hammersmith Grove, London, W6 7AP, United Kingdom. Our registered VAT number is GB 548184617.

 

2.How to contact us.

Our Customer Care team can be contacted by:

 

· calling us on 0800 432 0000;

· using the online chat tool on iqos.com; or

· emailing us on contact.uk@iqos.com.

Customer Care is available: Monday – Friday 08.00am – 10.00pm and Saturday – Sunday 10:00am – 6.00pm. We can record calls for quality and training purposes.

 

3.What these Terms and Conditions cover.

These are the terms and conditions on which we supply products to you (‘Terms and Conditions’). Reference to ‘in writing’ in these Terms and Conditions includes email.

 

4.Why you should read these Terms and Conditions.

These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between us and what to do if there is a problem, along with other important information.

 

5.Use of our website.

Your use of our website is governed by our Terms of Use, which can be found here.

 

6.Minimum age requirement.

You must be aged 18 or older to use our products. You will be required to complete an online age verification process conducted on our behalf by a third party, Veratad Technologies LLC, to prove you are at least 18 years old before ordering our products. Veratad Technologies LLC is a U.S. based company, registered in the state of New Jersey, with an entity identification number of 0600258447. You must not attempt to order products from us if you’re under the age of 18.

 

7.Other eligibility requirements.

We only sell and deliver our products to Great Britain and Northern Ireland. We do not sell or deliver to Jersey, Guernsey or Isle of Man. Before  we accept your order (described in section 10 below) we’ll also undertake fraud checks and reserve the right to refuse an order if we reasonably suspect that you may pose a fraud risk to us.

 

8.Website registration and accessing zyn.com.

By creating an account on iqos.com you will also be able to login into zyn.com using the same registered account details.

 

 

B.OUR PRODUCTS

 

9.Our Products.

We sell products that can be used as an alternative to smoking. They are not risk-free and contain or provide nicotine which is highly addictive. This means they are not for use by anyone that is pregnant, breast feeding or otherwise in ill-health. We ensure that our products are made to high standards but if you choose to use them, you do so at your own risk. For more information, please see our Important Information Page.   

 

IQOS This is an electronic heating device that heats, rather than burns, compatible sticks that can be made with (i) tobacco, or (ii) a plug mostly made from other plant-derived fibres infused with nicotine and flavour.

 

Heated Tobacco This is tobacco leaf that is processed into a specially designed stick that is compatible with the IQOS heating device. In the UK, we currently sell heated tobacco under the brand names HEETS and TEREA.

 

Vape Devices These are electronic devices that heat vape pods (described below) to emit a nicotine containing vapour that can be inhaled.  In the UK, we currently sell vape devices under the brand names VEEV One and VEEV Now.

Disposable Vapes and Vape Pods A disposable vape is a single use electronic heating device that heats a nicotine containing liquid integrated into the vape. In the UK we currently sell disposable vapes under the brand name VEEV NOW.  A pod is a single use cartridge containing a nicotine containing liquid. In the UK, we currently sell vape pods under the brand name VEEV ONE Pods.

 

Nicotine Pouches These are small pouches containing a tobacco-leaf free nicotine that is placed between the gum and the lip to release nicotine. In the UK, we currently sell nicotine pouches under the brand name ZYN.

 

Nicotine Sticks. These are specially designed, and tobacco free, sticks that contain a plug mostly made with plant-derived fibres infused with nicotine and flavour. In the UK, we currently sell nicotine sticks under the brand name Levia.

We do not offer PMI’s smoke-free products to people who have never used tobacco or nicotine products or who have quit using tobacco and nicotine products. Our smoke-free products are not alternatives to quitting and are not designed as cessation aids.

 

 

C.ORDERING

 

10.General Information.

Before you buy one of these products from us, please read the descriptions we provide  on our product pages carefully. These descriptions will also form part of these terms and conditions.

The images of the products on our website are illustrative only. Although we do our best to provide you with accurate photos and descriptions, there may be some differences.  Please also be aware that sometimes things, such as packaging, might change or we might make an error, which could make the description of an item different from what you see online when you order.

If we inadvertently make a pricing error, and we’ve already confirmed your order, we do not have to provide the products at a lower price and we will contact you to confirm whether you wish to cancel. If you do, we’ll refund any money that you’ve paid.  

Ordering from us. You’ll need to create an account on iqos.com, and follow the prompts provided. You will need to provide personal information that includes: your name, email address, date of birth, address, contact telephone  number. You can find out more about how we will use and handle your personal information in our Privacy Policy,  please also refer to our ‘Cookie Preferences’ section. Once you’ve selected your products, and proceed to the basket, you’ll be asked to provide payment information. Unless you’ve ordered an IQOS Starter Kit as part of our 14 -day trial (described at section 22 below), you can pay by debit or credit card, Paypal or Klarna.

11.Order Confirmation.

Once we have accepted your order, we’ll provide order confirmation by email – this confirms your contract with us. We’ll also supply you with an order confirmation form with your product(s) on delivery. Please keep your order confirmation as proof of purchase or in case you have queries.

In the event:

· you don’t pass our identity and fraud checks;

· we have identified an error in the price or description of the product you have ordered;

· the product you’ve ordered is out of stock;

· we cannot meet a delivery deadline; or

· you’ve placed an order exceeding  £700,

 

We won’t accept your order. This is a non-exhaustive list.

 

 

D.DELIVERY & POSTAGE

 

12.Delivery

We deliver to mainland Britain, Northern Ireland and the Scottish Isles.

 

If we accept and process your order after 8pm Monday to Thursday, your order will be dispatched the next business day. If you order after 8pm on a Friday, on the weekend or on a public holiday, it may take a bit longer.

 

Deliveries must be received by someone over the age of 18. If the order cannot be delivered because you’re not home or an adult signatory is not there, you will be contacted to arrange a new delivery window. Delivery schedules are subject to change; we’ll try to keep you informed of any delays. Should your order be postponed for over a week, feel free to reach out for order cancellation and a full refund.

 

The cost of delivery will be displayed to you on our website and a table of charges can be found at the bottom of this section.

 

We are not responsible for delivery delays caused by you or by an event outside of our control, but we will try to let you know if this happens, and then minimise the effect of the delay. Provided we do this, we will not be responsible to you for delays, unless there is a risk of a delay lasting more than 30 days. If this happens, you’ll be entitled to a refund for products you’ve not received.

 

Products will be your responsibility from the time that we deliver the products to the address you provide. Inspect your products upon delivery and promptly report any issues to our Customer Care team, details of which can be found at section 2 of these terms and conditions.

 

You will legally own the products we deliver once we’ve received payment in full.

 

13.Delivery timescales and postage charges are set out in the table below.

 

Chargeable Delivery	IQOS and heated tobacco/nicotine stick orders worth less than £79 will cost £3.95.	IQOS and heated tobacco / nicotine stick orders worth less than £79 will cost £1.95.
	Vape and nicotine pouch orders worth  less than £10 will be charged £3.95 postage.	Vape and nicotine pouch orders worth less than £10 will be charged £1.95 postage.

*For customers with a delivery address outside of mainland Britain, we are unable to offer next business day deliveries and the only delivery option available for all orders is a three business day delivery service.

E.CANCELLATION RIGHTS

 

14.Faulty, damaged or received an incorrect product.

If the product is faulty, damaged or incorrect, we will offer you a repair, replacement, refund or exchange as appropriate. Products with faults due to normal wear and tear or damage by misuse will not be replaced free of charge and no refunds will be given. If you are an IQOS user, you have additional rights under our Voluntary Warranty and IQOS Support Services, please refer to sections 16 and 17 of these Terms and Conditions.

 

When returning a faulty, damaged or incorrect product, we may ask that you return the product. We’ll help you to organise this and cover the costs. We’ll also cover the costs of sending a replacement if we think that is the best course of action for dealing with your complaint. If you are eligible for a refund, we’ll refund the price of the product using your original payment method.

 

15.You’ve changed your mind.

If you’ve ordered direct from us online or over the phone, you have the right to change your mind and return the product no later than 14 days after the day on which you received the product.

 

Your rights of return will not apply to:

·personalised products; and/or

·any unsealed packs of heated tobacco, vape pods, disposable vapes, nicotine sticks or nicotine pouches. This is for hygiene reasons.

If you wish to use this right of return, contact our Customer Care team using the details at section 2.  

Please also ensure that the products you are returning to the address that we provide are repackaged securely and that you return all parts, accessories, instructions and packaging. We expect our products to be returned in pristine condition. Unless we tell you otherwise, returning products will be at your cost and risk. We do not accept responsibility for products lost or damaged in the post.

 

We will normally refund you the cost of your product within 14 days of receiving the product back using your original payment method. We reserve the right to make deductions from the refund for any loss in value of the products if the loss has been caused by unnecessary handling by you.

For more information on your legal rights to cancel, visit Citizens Advice website www.adviseguide.org.uk .

 

16.Other ways to cancel your order before delivery

You can cancel your order online within 30 minutes after placing it. Just go to your ‘Order History’ on your online account and click on “Cancel my order”.

 

 

F.LOYALTY AND CUSTOMER CARE SERVICES

 

17.IQOS   Voluntary Warranty

We offer our IQOS customers a 12-month warranty on IQOS devices purchased in the UK and direct from us or via an accredited third-party re-seller. This is not an insurance policy.

To activate your warranty, you’ll need to link your IQOS to your account on iqos.com. If your IQOS is not registered, you’ll need to provide us with proof purchase. The 12-month warranty period lasts from the date you buy your IQOS.

 

If you believe that your IQOS is faulty, please contact Customer Care. We will perform diagnostics to identify the fault and if necessary we will provide a replacement. If no IQOS of equivalent specification or functionality is available, we will provide you with an IQOS of a similar specification. If we establish that there is no fault with your IQOS, we will return it to you or offer to send you a replacement at your own cost. You are entitled to one free of charge IQOS replacement during the warranty period.

 

The warranty contains some exclusions that you should be aware of. The warranty does not cover your IQOS if:

·it has been used for more than 7,300 charging cycles;

·it has suffered damage caused by your negligent, deliberate or accidental actions (e.g, water ingress damage);

·it is used for commercial or business purposes;

·the damage is cosmetic wear and tear that does not impact its functionality, such as scratches, dents and colour fade;

·it has suffered damage as a result of you failing to follow our instructions or it has been tampered with or serviced by an unauthorized person;

·you have bought your device secondhand.

Please also note the following.

·The warranty does not cover damaged accessories, such as chargers.

·We are not responsible for any loss suffered as a result of you being able to use your device, or for any loss over and above the purchase price of the original item.

Your warranty rights are in addition, and do not replace, rights and remedies provided by consumer protection laws in the United Kingdom.

18.IQOS Support Services

IQOS Support Services are available to IQOS device users that (i) bought their IQOS direct from us in the UK, (ii) have a registered, and eligible, device linked to their customer account on iqos.com account, (iii) have a device that is within its warranty period and has a readable and valid serial number, and (iv) are resident in the UK.  Currently, eligible devices are: IQOS 2.4, IQOS 2.4+, IQOS 3, IQOS 3 DUO, IQOS 3 ORIGINALS, IQOS ILUMA PRIME, IQOS ILUMA, IQOS 3 MULTI or IQOS ILUMA ONE.

IQOS Support Services includes Accidental Damage Cover and International Assistance.  IQOS Support Services are not available to you if you have a secondhand device.

 

19.Accidental Damage

If your IQOS suffers accidental and unintended damage that affects its functionality, and which has not been caused by your misuse, you may be eligible to (i) a replacement device that is of the same type or equivalent to your damaged IQOS device in terms of performance, functionality and reliability, or (ii) a repair, or (iii) a replacement part for your IQOS. Where eligible, we will arrange at our cost the collection of your old IQOS device and delivery of your new/repaired IQOS or replacement part.

 

There are some limitations you need to be aware of when using our Accidental Damage support service. These are as follows:

 

·You must take all reasonable precautions to protect your IQOS and use and maintain it in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement.

·You are limited to one replacement for Accidental Damage for each registered IQOS. This means you can only use this benefit once however, you can still receive the remaining Support until the end of your warranty period.

·You are not entitled to a replacement IQOS or part where the Accidental Damage was caused prior to the launch date of IQOS Support Services or where any of the following circumstances apply:

 

a)damage  has been caused by your abuse or misuse, or actual, or attempted, modification or alteration of the IQOS device;

b)power surge;

c)IQOS devices with a serial number that has been altered, defaced or removed;

d)IQOS devices that have been opened, serviced, modified or altered in a manner not authorised by us or our authorised representatives;

e)your IQOS device has been lost or stolen;

f)the damage is cosmetic (without affecting your IQOS device’s functionality) or caused by normal wear and tear;

g)improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God;

h)malfunction due to use with non-compatible product;

i)damage or malfunction caused by failure to use as described in the associated IQOS User Guide;

 

To make a claim under our Accidental Damage support services, you must:

 

·report your claim to Customer Care as soon as possible and no later than14 days from the date your IQOS suffers Accidental Damage;

·provide our Customer Care team with the serial number for the affected IQOS;

·provide a  description of the symptoms, problems with or causes of the damage;

·provide details of any error messages you may have received;

·provide details of actions taken before the IQOS  experienced problems and any steps you took to resolve the problem;

·if requested by us, you must also provide proof of purchase for our IQOS; and

·follow packaging and mailing instructions we provide and otherwise comply with our returns processes.

 

20.International Assistance.

This provides you with support should your IQOS develop a fault or encounter problems when travelling within countries where IQOS is sold. To use the service, please call 00800 2559 2559 or +41 21 547 88 88  and they will work with you to find the best solution to your problem, which could include providing a replacement of your IQOS. If we do this, please note the terms and conditions relating to Accidental Damage will apply.

Please remember, if you are provided with a replacement IQOS as part of our International Assistance programme, you must be aware that the replacement IQOS become your property and you will lose any right to, or ownership of, your old device.  

The countries that currently support International Assistance: Armenia, Albania, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Malaysia, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, UAE, Ukraine and UK.

 

21.Recycle and Reward

Our Recycle and Reward scheme enables you to get rewards when you return used (i) vapes (re-chargeable or single use), (ii) vape pods, and (iii) vape cartridges (‘recyclables’). In these terms and conditions, when we refer to ‘we’, ‘us’ or ‘our’ we mean Philip Morris Limited or our trusted partner 888 Vapour. References to ‘you’ means any user of the Recycle and Reward scheme.

a.Eligibility

To get rewards you must be a nicotine user, aged 18 or older, and living in Great Britain. Recycle and Reward is not available if you’re in Northern Ireland, the Hebrides, Shetland Islands, Orkney Islands, Isles of Scilly, Jersey Guernsey or the Isle of Man.

When you send us your recyclables via iqos.com, you must also have an IQOS account. You can register for an account on iqos.com or by calling our Customer Care team on 0800 432 0000. 

b.Recyclables we’ll accept

We don’t accept other types of electrical waste as part of our Recycle and Reward Scheme, so please ensure that any chargers, cables or accessories used with your recyclables are disposed of at your local WEEE collection facility.

c.Rewards when you recycle via a participating retail store

From 16 September 2024, you can return recyclables to participating 888 Vapour stores or the London IQOS store. See the list of participating stores here.

Our current reward gives you up to £5 off when you buy (i) a VEEV, (ii) a ZYN, or (iii) an IQOS  product in-store. Each recyclable you return gets you £1 off an eligible purchase but we cap the discount at £5 per sale.

To get the reward, bring your recyclables to a member of staff. They will tell you how much you can save on your same-day purchase in store. We do not offer credit notes, issue discount codes or provide a cash alternative if you choose not to use your reward immediately.

You can bring us as many recyclables as you choose. Although we cap the discount per sales transaction, we do not limit the number of in-store purchases you can make unless you start to breach our fraud prevention policies.

d.Rewards when you recycle via our postal service

If you can’t get to a participating retail store, you can get a reward by sending us between 4 and 10 recyclables in the post. To do this, call Customer Care. We’ll send you a pre-paid postage label to the email address registered to your IQOS account. You’ll have to follow all instructions that we provide to you, including those outlined at section 15 of these terms and conditions.

Our current reward for postal returns is a £5 e-voucher, for use on iqos.com.

You can return as many recyclables as you like but you’ll only get two rewards per calendar month.

Your reward will be sent to you by email up to 5 days after we receive your package of recyclables.

The single use e-voucher lasts 12 months from date of issue. If you don’t use it, you’ll lose it.

Only one e-voucher can be used per transaction on iqos.com and it can only be redeemed when spending at least £6 in a single transaction.

Please remember, you’ll need to: supply your own envelope, attach the pre-paid postage label provided, and make sure that your recyclables are securely enclosed. For safety reasons, please do not send in the post recyclables with cracked casings or exposed, detached or damaged lithium batteries. Dispose of these in store or at your local WEEE collection facility.

e.General

Once you’ve given us your recyclables they cannot be returned.

Rewards cannot be used in combination with any other discount or offer you may be entitled to.

Recycle and Reward is for your personal and non-commercial use only.

If we suspect that you might be in breach of these terms and conditions, or otherwise attempting to defraud us, we can refuse to accept future recycling requests and withdraw  rewards.

We reserve the right to suspend, amend or withdraw rewards, or the Recycle and Reward scheme in its entirety, at any time.

22.30-day money back guarantee

If you’ve bought an IQOS direct from us in the UK and have registered your device on your iqos.com account or can provide proof of purchase, you can return your IQOS within 30 days from the date of purchase.

 

23.Try Before You Buy (14- Day Trial)

If you’re a UK adult smoker or nicotine user, and new to IQOS, you can pay a non-refundable £10 upfront charge for an IQOS Starter Kit (which includes an IQOS, compatible accessories and packs of heated tobacco). After 14 days, you will need to call, email or instant message Customer Care, to tell us if you wish to keep or return the Starter Kit.

If you tell us that you plan to keep the Starter Kit, you’ll have to pay the remainder of its usual selling price.  Should payment fail for whatever reason, we’ll make further, and reasonable, attempts to capture payment until we are successful.

 

If you choose to return the IQOS Starter Kit, we’ll organise free of charge postage. Make sure that you return the Starter Kit (excluding unsealed packs of heated tobacco) to us in the original packaging within 14 days of telling us you plan to return it. If we don’t receive the IQOS Starter Kit you return, we reserve the right to charge you the full cost of the Starter Kit.

 

To facilitate Try Before You Buy, you’ll need to use PayPal or a debit or credit card to make your first payment. These payment details will be stored and processed by our PCI-certified payment provider Adyen. Your data will be encrypted and not accessible to a third party. If you keep the Starter Kit, we will use the payment details stored to process the second payment.

 

Adyen reserves the right to store your payment information for a maximum of 45 days.

 

Existing customers with an IQOS device registered to their account cannot participate in Try Before you Buy unless they are looking to switch to a new IQOS model. You can only use Try Before you Buy once every six months if you plan to use this service to upgrade to a new IQOS model.

 

Please note that we will collect and store some of the personal information you provide when placing an order for your trial Starter Kit for the purpose of processing your order, creating an IQOS customer account and communicating with you during the trial. As part of our trial communications, we’ll message you by email, SMS or telephone to provide you with customer support and see how you’re getting on. These are not marketing communications and are facilitated by our trusted partners VoiceSage and Sales Force Marketing Cloud.

 

Please read our Privacy Policy for more information about how we use and protect your personal information.

 

24.Refer A Friend

IQOS users aged 18 or older and with (i) a registered account on iqos.com, and (ii) a registered IQOS device (a ‘Referrer’), can provide an adult smoker friend with a referral code to get a discount on the first IQOS Starter Kit they buy direct from us via iqos.com, Customer Care, the High Street Kensington store or through one of our pop-up shops.

 

All Referrers must obtain their smoker friend’s permission before sharing a referral code. The referral code provides the smoker friend with a discount off a full priced IQOS Starter Kit. To use the referral code, adult smoker friends must be validated by us as: new customers, UK residents, and over the age of 18.

 

Referral codes can be shared via email, SMS and WhatsApp but are individual rewards and must not be shared on social media or other large scale sharing platforms. Referrers can refer up to 15 adult smoker friends and receive a reward, providing that that these terms and conditions are adhered to.

 

If the referral code is successfully used, the Referrer will receive a single use code (worth usually £20) to use on iqos.com. The code will be sent via email within 10 days of their smoker friend buying an IQOS Starter Kit and registering on iqos.com. This code can be redeemed against any single item costing £20 or more but cannot be used to upgrade your IQOS to a new model. The code will expire 6 months from the date of issue. If the item bought by the Referrer using code is returned, to us, the Referrer will be refunded for anything spent above the code’s value.  The code will not be returned to the Referrer.

We reserve the right to:

·replace the code with an alternative reward from time to time and in such a case PML will adequately communicate it to those customers. Where PML does decide to offer an alternative reward, the issuing of that reward will depend upon the eligibility requirements communicated by email to those selected customers at the time;

·refuse to issue, or withdraw, a code to a Referrer or their smoker friend at any time and without notice if we reasonably believe that this programme is being abused; and

·amend, suspend, withdraw or terminate the referral programme at any time without notice.

 

Any changes to the programme or these terms will be published here. The terms and conditions on the website at the time a Referrer or smoker friend uses programme will be the ones that apply.

 

25.IQOS Club

IQOS Club is a loyalty programme available for IQOS users, aged 18 or older, based in the UK with a genuine IQOS device bought in the UK.

Membership to IQOS Club is limited to one per unique IQOS user.

To start earning points you must:

                    i. register for an IQOS account; and

                  ii. link an eligible device to that account.

To start accessing the IQOS Club benefits you must activate your membership by accepting these terms and conditions. Do this by visiting https://www.iqos.com/gb/en/loyalty.html and follow the ‘Join Now’ instructions we provide.

 

You can choose to deactivate your membership or ‘opt-out’ of IQOS Club at any time. Just visit our privacy centre at https://www.pmiprivacy.com/global/en/consumer/.

 

Eligibility for IQOS Club is dictated by points 1-3 in Eligibility and Membership, accordingly a ZYN or VEEV product or consumable purchase does not trigger eligibility.

 

You can earn points for a range of predefined activities described at https://www.iqos.com/gb/en/loyalty.html.

 

Unless otherwise stated, points are for personal use only and not redeemable for cash, refundable or exchangeable.

 

You must not attempt to obtain points fraudulently. We reserve the right to remove any points we reasonably suspect have been obtained in breach of our terms and conditions or contrary to any instructions that we provided to you.

 

Points can be earned through the purchase of all products on IQOS.com including VEEV and ZYN related products.

 

For every £10 spent on IQOS.com your IQOS Club account will be credited with 5 IQOS points.

IQOS Club has three membership levels: Silver, Gold and Platinum. Your membership level determines the benefits you’re entitled to. Unless we tell you otherwise, when you first activate your IQOS Club membership, you’ll be a Silver member.

 

Some benefits will only become available (i) 90 days after activating your IQOS Club membership; and/or (ii) for active IQOS Club members – this means you must have made at least one purchase on iqos.com or completed an activity that enabled you to earn points within the current Status Period.

 

Unless we tell you otherwise, your benefits cannot be used in conjunction with any other offer and must be used within the Status Period gifted. If you’re eligible for benefits provided by third parties, additional terms may apply.

 

Membership benefits might include vouchers or discount codes for use when buying products directly from us. These benefits are non-exchangeable, non-transferrable and no cash alternative will be available.

 

We reserve the right to make changes to these terms and conditions, withdraw or modify the benefits we provide or withdraw the IQOS Club loyalty programme in its entirety. If we do this, we’ll give active IQOS Club members that are negatively impacted by the change advance warning, normally 30 days. Where we can, we’ll try to give you more than 30 days’ notice and provide you with written notice via email. Notices may also be published on our website at https://www.iqos.com/gb/en/loyalty.html.

If we reasonably suspect that you are:

·misusing IQOS Club and its associated benefits; or

·acting in breach of these terms and conditions; or

·otherwise acting unlawfully,

We reserve the right to suspend or terminate your IQOS Club profile with immediate effect. If this happens, we shall be entitled revoke any unused benefits you were legitimately eligible for prior to termination.

 

All questions or disputes regarding eligibility for IQOS Club, the availability of benefits, or your adherence to these terms shall be resolved by us and at our sole discretion. Our final decision shall be binding.     

                                                                                                                                                             

Please go to IQOS Club Terms and Conditions for further information and full terms and conditions.

 

G.Offer Terms and Conditions

 

26.Promotional Codes.

Unless we tell you otherwise, codes that we provide are single use and only redeemable against purchases on iqos.com. Codes cannot be used in conjunction with any other offer. They are non-refundable, non-transferrable, have no cash value and cannot be used against delivery charges. All offers are subject to availability and whilst stocks last.

 

27.Sampling

Eligibility:

 Where it is lawful to do so, we may offer legal age nicotine users, resident in the UK, free sample(s) of our products. Free sample(s) are for your personal use and may not be sold or otherwise made available to anyone under the legal age of 18. We limit the number of free samples that you can receive. Our current business rules only allow one free sample per eligible product to be issued per account registered on either www.iqos.com or www.zyn.com.    

 

28.Prize Draws

We will sometimes run prize draws for our IQOS Club members. Visit here for details.

 

H.WASTE AND ELECTRICAL RECYCLING

	To comply with our obligations under the Waste Electrical and Electronic Equipment (WEEE) Regulations 2013, IQOS UK pays into a central scheme (which helps to fund recycling sites throughout the UK, and we also  offer a take back scheme to ensure all customers buying electrical goods from us can return their electrical waste to us for free. any product marked with a crossed-out wheeled bin symbol on the packaging can be recycled. Waste electricals that are not properly recycled will end up in landfill where hazardous substances can leak out and cause soil and water contamination that is harmful to wildlife and human health. To recycle your old electricals yourself find your nearest recycling point here: www.recycle-more.co.uk.
Our Battery Producer Registration Number (“BPRN”) is BPRN06152.
Our Electrical Electronic Equipment (“EEE”) Product Registration Number is WEE/FB5612UY.

I.PERSONAL INFORMATION

We fully comply with relevant consumer and data protection legislation  applicable in the UK and for more information on what we do with your Personal Information, please read our Privacy Policy.

 

 

J.GENERAL TERMS AND CONDITIONS

Our liability to you

 

29.We are responsible for foreseeable loss and damage caused by us.

If we fail to comply with these terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breaking of the contract or where we’ve failed to use reasonable skill or care.

 

30.We are not responsible for business losses.

We only supply products for your personal and domestic use. You agree not to use the product for any commercial, business or re-sale purpose. We will not be liable to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

 

31.We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by UK law.

 

Other important information 

32.These terms and conditions are effective from 04/10/2024. 

They apply to all orders, products and services we provide, or you use, on or after midnight on that date.

 

33.We may transfer our rights and obligations under our contract with you to someone else.

 

34.This contract is between you and us.

No other person shall have any rights to enforce any of its terms.

 

35.If a court finds part of this contract illegal, the rest will continue in force.

 Each part and the sections of the Terms and Conditions operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

 

36.We can change these Terms and Conditions from time to time.

Changes will be published online. You should read these Terms and Conditions each time you wish to place an order or use our services to ensure you understand the terms that apply.

 

37.These terms and conditions are governed by English law and the English courts shall have exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions.