WARRANTY & REPAIR - FAQs

If your IQOS device has stopped working, please do a soft reset:

• Press and hold the on/off button together with the cleaning button for 2 seconds

If the device is still not working, please use the Troubleshoot tool to self-diagnose the issue. You can also contact our myIQOS Team via any of the channels below, who will support you in finding the most suitable solution.

Live Support: Chat with us
Facebook Support: IQOS Support Nederland
Twitter Support: @iqos_support_nl
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.

Go to the troubleshooter

It is not possible to repair an IQOS device.
Do not attempt to repair your IQOS device. If your IQOS has stopped working, please do a soft reset:

• Press and hold the on/off button together with the cleaning button for 2 seconds.

If the device is still not working, please contact myIQOS by free phone call – 0800 9900000 – and request a replacement order for your IQOS.
If you notice any defect or crack on your device, please stop using your IQOS immediately and contact myIQOS team.

It is not possible to remove or replace the battery of your IQOS device.
If your IQOS is fully charged but your battery is not working, please do a soft reset:

• Press and hold the on/off button together with the cleaning button for 2 seconds.
If the device is still not working, please contact myIQOS Customer Care by free phone call – 0800 9900000 – and request a replacement order for your IQOS.

The warranty is valid for 1 year from the date of purchase.
The warranty is valid for all components including the AC Power Adaptor and USB Cable.
For the Pocket Charger and Holder, the warranty is valid for 1 year from the date of purchase or 7300 usages (whichever comes first).

Registering your IQOS ensures that your device is covered under warranty in case you experience a malfunction. You can do it through following link: myiqos/mydevices-list