1. What is this Trade-in Programme about?

   The Trade-in Programme allows you to receive a discount on your purchase of our latest IQOS ILUMA device, in exchange for your old generation IQOS or lil heat-not-burn device ("Used IQOS or lil device”).
    

2. Who is eligible to participate in the Trade-in Programme?

   You are only eligible to this Trade-in Programme if: (i) you are an IQOS or lil user aged over 18 years old; (ii) you are registered and your used IQOS or lil device is linked in our IQOS database; and (iii) your main residence is in Malaysia (iv) your used IQOS or lil device is not disarticulated and comprises of the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI, lil SOLID 2.0 and lil SOLID Ez.
    

3. What happens if I am not a registered user and my Used IQOS or lil device is not linked

   We will assist in registering you in our IQOS database and proceed to link your used IQOS or lil device to your profile. If you have returned your used IQOS or lil device via courier, we will contact you to register.
    

4. What happens to the collected Used IQOS or lil devices

   We will send the used IQOS or lil devices for recycling as part of our corporate sustainability efforts.
    

5. Where can I find out more information about this Trade-in Programme?

   You may get in touch with our IQOS Care Team at 1-800-88-3858 or visit our IQOS Authorised Centre for more information. You can find the nearest IQOS Authorised Centre on https://malaysia.iqos.com/en/store-locator

1. Which used IQOS or lil device can I Trade-In?

   • IQOS 2.4
   • IQOS 2.4 PLUS
   • IQOS 3.0
   • IQOS 3 DUO
   • IQOS 3 MULTI
   • IQOS ORIGINALS DUO
   • REFRESHED IQOS 3 DUO
   • lil SOLID 2.0
   • lil SOLID Ez
      

   You will need to return the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI, lil SOLID 2.0 and lil SOLID Ez. You are not required to return your charging cable and cleaning tool. You will still be eligible for the Trade-in Programme regardless of your used IQOS or lil condition.
   
   Please take note that IQOS ILUMA and lil HYBRID Ez devices are not eligible for the Trade-in Programme. Any ineligible device returned will be rejected and we will not be responsible for any missing device after we ship the ineligible device back to you.
    

2. How many Used IQOS devices can I trade-in?

   The number of used IQOS or lil devices that you can trade-in is 1.

1. What will I get when I successfully trade-in my used IQOS device?

   You will receive a rebate from RM30 and up to RM120 when you trade-in your used eligible IQOS device.
    

2. What will I get when I successfully trade-in my used lil device?

   You will receive a rebate from RM15 and up to RM60 when you trade-in your used eligible lil device.
    

3. Which trade-in rebate will I be entitled to if I purchase two different ranges of IQOS ILUMA devices?

   The trade-in rebate will be based on the lower priced IQOS ILUMA device that you have purchased.
    

4. What are the prices of the IQOS ILUMA devices after trade-in rebate?

*Applicable and can be stacked with any ongoing device promotions
 

5. What are the prices of the IQOS ILUMA devices after I have traded-in my used lil device?

*Applicable and can be stacked with any ongoing device promotions
 

6. What should I do if I did not get my rebate after returning my used IQOS device?

   Get in touch with our IQOS Care Team at 1-800-88-3858 or chat with us on IQOS.com.
    

7. How can I redeem my Touch ‘n Go eWallet credits?

   First, you will need to register for a Touch ‘n Go eWallet account and download the app on your smartphone. Launch the app and tap on “Reload”. Select “eWallet Balance” and “TNG eWallet Reload Pin”, then enter your reload pin.

1. Choose and buy our latest IQOS ILUMA range from IQOS Authorised Centre, online or in-store.
   - Online: IQOS.com, IQOS Authorised Store Lazada and Shopee.
   - In-store: IQOS Partners, selected convenience stores (myNEWS, 7-11, etc.), selected petrol marts (BHP, Petronas, etc.), or participating eateries (mamak, coffee shop, etc.).
    
2. Return^b your used IQOS or lil device^a to our friendly store assistant.
   - IQOS Authorized Centre: The rebate will be offset instantly.
   - Online & in-store: The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.
   
   ^aExcluding IQOS ILUMA and lil HYBRID Ez devices.
   ^b30 days from the date you receive your newly purchased IQOS ILUMA device.

1. Choose and buy our latest IQOS ILUMA range from IQOS.com, IQOS Authorised Store Lazada and Shopee.
    
2. Return^b your used IQOS or lil device^a using the return envelope with the consignment note that comes with your delivery parcel.
    
3. Fill in your details on the return envelope and consignment note.
   - For Citylink pick-up, kindly contact Citylink Pick-up Hotline at +603-5565 9999 or Citylink Pick-up WhatsApp at +6016-323 9999. For more information, you may visit here.
   - For drop-off, kindly locate the nearest Citylink hub here.
    
4. The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.
   
   ^aExcluding IQOS ILUMA and lil HYBRID Ez devices.
   ^b30 days from the date you receive your newly purchased IQOS ILUMA device.

1. Choose and buy our latest IQOS ILUMA range from IQOS Authorised Centre, online or in-store.
   - Online: IQOS.com, IQOS Authorised Store Lazada and Shopee.
   - In-store: IQOS Partners, selected convenience stores (myNEWS, 7-11, etc.), selected petrol marts (BHP, Petronas, etc.), or participating eateries (mamak, coffee shop, etc.).
    
2. Return^b your used IQOS or lil device^a by sending a return request email to [email protected] with your Name, Address, Contact Number, Type of traded-in device, ILUMA Serial Number, Preferred pick-up date and time.
    
3. Citylink will pick up your used IQOS or lil device^a as per the agreed date and time.
    
4. The rebate will be given in the form of TNG eWallet credits. The TNG eWallet credits will be sent within 14 days after we receive and verify your device.
   
   ^aExcluding IQOS ILUMA and lil HYBRID Ez devices.
   ^b30 days from the date you receive your newly purchased IQOS ILUMA device.