Read the IQOS Website Terms and Conditions

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,

personalised products; and/or
any unsealed packs of heated tobacco, vape pods, disposable vapes, nicotine sticks or nicotine pouches. This is for hygiene reasons.

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.

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.

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;

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.

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.