You qualify for coverage if you've bought the IQOS ORIGINALS device within the last 12 months and: 

• You purchased the IQOS ORIGINALS device in the United States of America. 
• You were a legal-aged adult (21+) when you purchased the IQOS ORIGINALS device.  
• Your device is registered and linked to your proof of purchase.  

First, did you try troubleshooting using with the self-service Online Diagnostic Tool? Sometimes a simple trick can get you back up and running.
If your device doesn't work after trying the Online Diagnostic Tool, here is the process towards resolution. 
 

Step 1. Report Your Claim 

There are two ways to report your claim. 

1. Via our self-service Online Diagnostic Tool.

2. Via IQOS Customer Care. 
   

Info you’ll need to make your claim: 

- The serial number for the affected device.
- Description of the symptoms, problems with, or causes of the damage to the device. 
- Any error messages. 
- Actions taken before the device experienced problems and any steps you took to resolve the problem.  
- Your proof of purchase for your device. Or, instead, you can ensure that the device’s serial number and date of purchase is registered on the website. Either one will work. 

The Limited Warranty claim may be refused if the proof of purchase is not available, has been altered, or is illegible.  

Please note: To make a claim, the device must be subject to the Limited Warranty or Accidental Damage Coverage replacement. HEETS are not eligible. Please do not send us these items; they cannot be returned, and they will be destroyed with no refund.   
 

Step 2. Questions & Answers  

We will ask you some questions. This will help us troubleshoot, identify the issue, and possibly solve it right then and there. It will also help us determine whether you’re eligible for a replacement. 

If troubleshooting doesn’t solve the issue with your IQOS, and your device is covered, we will send a replacement to you. We’ll do our best to match the model and color of your broken device. 

Step 3. Await Delivery

Time to welcome your IQOS replacement. It will be sent to you same-day or overnight (depending on where you live) so you can get back to enjoying real tobacco satisfaction. 

Our IQOS Experts know all the ins and outs of our Limited Warranty program, which can save you from doing some heavy reading here. However, if you'd like to read the details on what's excluded yourself, you can find everything below.

 
Limited Warranty: The following scenarios exclude your device from the Limited Warranty. But you may still be covered by the Accidental Damage coverage—see below for exclusions there.  

a) Uninterrupted and error-free functionality of the device.   

b) Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this device.   

c) Cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the device.   

d) Damage caused to the device by misuse, power surge, improper handling, liquid contact, or fire.   

e) Malfunction due to use with non-compatible device, manufactured either by a Phillip Morris International company or third-party manufacturers.   

f) Damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.   

g) Damage or malfunction caused by failure to use as described in the associated Quick Start Guide or in contravention of the firmware license agreement.  

h) Device battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty.   

i) Device containing fully or partially non-genuine parts.   

j) Device for which serial numbers have been removed or altered.  

k) Any malfunctions caused by the firmware of the device, including where your device is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship.  

The following is excluded from the Accidental Damage coverage:

a) Devices with a serial number that has been altered, defaced, or removed.

b) The loss or theft of your device.

c) Cosmetic damage to your device which does not affect the functionality of the device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration.   

d) Damage or failure caused by normal wear and tear and/or usage of the device.

e) Malfunction due to use with non-compatible device.

f) Failure due to defects in materials and/or workmanship and/or design.