Rapid replacement

An IQOS device held by two hands in front of a car steering wheel.
We'll cover your IQOS with a 1 year warranty.

Your voluntary warranty period depends on which country you bought your IQOS in. For Malaysia, you'll get 1 year warranty from the day you purchase your device. All you need to do is to contact our Customer Care (available everyday from 9am to 6pm) to activate your device.

An IQOS device held by two hands in front of a car steering wheel.
A person with an IQOS ILUMA Pocket Charger and Holder.
What do we cover with the IQOS warranty?

The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights) repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated IQOS User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.

What don't we cover with the IQOS warranty?
The following are excluded from the terms of this warranty:

a) Uninterrupted and error free functionality of the product.

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

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

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

e) Malfunction due to use with non-compatible product, manufacturered either by Philip Morris International 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 IQOS™ User Guide or in contravention of the firmware license agreement.

h) Product 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) Product containing fully or partially non-genuine parts.

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

k) Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware, unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement the firmware is provided “as-is,” without any warranty.

l) Faults due to improper operation of “autostart” and/or “double tap” features* that do not impact the functionality of the product.

*For more information about battery performance or available features for your product, please consult www.iqos.com.

A person with an IQOS ILUMA Pocket Charger and Holder.
Hands unboxing an IQOS ILUMA.
How to make a claim for an IQOS replacement?

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can't use your IQOS.

Do you want to make a claim? 

It's easy and quick. Just contact our Customer Care service available Monday to Sunday from 9am to 6pm, and we will help troubleshooting any problems with your device.

If you didn't buy your device on our website, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

Contact us
Tangan membuka kotak IQOS ILUMA
Hands holding IQOS ILUMA PRIME Pocket Chargers.
Activate your benefits by linking your device:


1) BE THE FIRST to access limited editions, new launches, and exclusive rebates.
2) GET UP TO RM275b when you successfully refer your friendsc
3) Make your BIRTHDAY MONTH extra special with RM20 IQOS VOUCHER.
4) 1-YEAR UNLIMITED REPLACEMENTS within 24 hoursd for malfunctioning device.

bBased on 10 successful referrals.
cWhen your adult smoker friend purchases their first device and registers with us. T&Cs apply. 
dAvailable within Klang Valley and key cities in Penang, Seremban, Melaka, and Johor.

Activate now
Hands holding IQOS ILUMA PRIME Pocket Chargers.

Something we haven't covered?
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Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.
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