International Assistance Terms & Conditions

What is IQOS International Assistance Program?

Our International Assistance Program offers you advice and assistance in English or in local languages while traveling to the countries where IQOS is available.



All you need is to have your customer and device registration in place.



The validity of this program corresponds to the duration and validity of your device warranty in the country of purchase. In the case of being a customer from the Dominican Republic, it is 12 months from the date of purchase (Voluntary Warranty).

This service will not affect your legal rights and rights under the warranty of IQOS™ valid in the country of purchase.

What this Program covers:

The Philip Morris International affiliate in the country where you are located and where IQOS™ is available may repair or replace any component that is defective in terms of materials or workmanship, as long as such repair or replacement is authorized by the entity responsible for your warranty in the country of purchase of your device, subject to compliance with the requirements of the International Assistance program.


What this is excluded from this Program:

The following are excluded from the International Assistance Program: a) damage caused by normal wear and tear; b) cosmetic damage (such as scratches, dents, broken plastic, etc.); c) damage caused by misuse, power surge, improper handling, liquid contact or fire; d) malfunction due to use with non-compatible product; e) damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; f) damage or malfunction caused by failure to use as described in the associated IQOS™ User Guide.


 Information on how to use the International Assistance Program

If you need assistance while in abroad, contact the international toll free number +800 2559 2559 and then dial the area code of the country of purchase of your device (If you are a customer from Dominican Republic, dial 809, 829 or 849)


Connection limitations may apply with some mobile operators. In this unlikely event, please, use the number +41 21 547 88 88* and then dial the area code of the country of purchase of your device (If you are a customer from Dominican Republic, dial 809, 829 or 849)


Calling +800 2559 2559 form certain countries may require dialing an extra number before 800 as below. Please, consult your operators’ requirements before traveling:



014 800 2559 2559


810 800 2559 2559

South Korea

002 800 2559 2559 (Dacom)

004 800 2559 2559 (Korea Telecom)


009 800 2559 2559


011 800 2559 2559


001 010 800 2559 2559 (KDD)

0033 010 800 2559 2559 (NTT)

0041 010 800 2559 2559  (JT)

0061 010 800 2559 2559 (IDC)


*Certain charges may apply, please consult your operator for details.

Other terms

Where an exchange takes place when using the International Assistance Program, any replacement part becomes your property and the replaced part becomes the property of the entity which makes the exchange. The information provided by you will be used as described in consumer privacy notice at www.IQOS.com


Service options, availability of IQOS™ device and its components, response, and delivery lead times may vary from country to country.


If you have purchased a Limited-Edition device, replacements will be made for the same color until supplies last. When these are sold out, you will be offered a replacement of the same version of the purchased device, by the existing colors in the market.


Ensure that you have your proof of purchase before making the call. 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 IQOSTM Device components in question-based on its own records.


Additional legal rights for consumers

The rights conveyed under this voluntary warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.


Where is IQOS International Assistance available?


  • Armenia
  • Bulgaria
  • Canada
  • Colombia
  • Croatia
  • Curacao
  • Cyprus
  • Czech Republic
  • Denmark
  • Dominican Republic
  • France
  • Germany
  • Greece
  • Guatemala
  • Israel
  • Italy
  • Japan
  • Kazakhstan
  • South Korea
  • Latvia
  • Lithuania
  • Moldova
  • Netherlands
  • New Zealand
  • Palestine
  • Poland
  • Portugal
  • Reunion
  • Romania
  • Russia
  • Serbia
  • Slovakia
  • Slovenia
  • South Africa
  • Spain
  • Switzerland
  • Turkish Cyprus
  • Ukraine
  • United Kingdom