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IQOS Returns
Find information for easy returns.
Easy IQOS returns, whatever the reason.
Your satisfaction is our priority, so we’ve made returning products easy. Log a return and we'll take care of the rest.
Send back a new order within 14 days if unused and tobacco sticks are unopened.
Simple steps to return IQOS orders.
We want you to love every product you buy. If you’re not fully satisfied, our IQOS returns process, aligned with our Returns Policy, makes it easy to send it back. Just log your return, pack it up, and we'll handle the free return—so you get refunded as soon as possible.
Items eligible for return.
New, unused devices and sealed packs of tobacco sticks can be returned for a full refund—no questions asked—if they’re still in their original packaging.
Bought your products online?
Orders placed on IQOS.com cannot be returned to a Q-Lab store. You must log your return online.
Return an online order
Didn’t buy your products on IQOS.com?
Return a store-bought device to the Q-Lab Store or retail partner where you got it.
Find nearest Q-Lab Store
You can return:
Devices
- New IQOS ILUMA devices bought online from IQOS.com.
- Any used IQOS, IQOS ILUMA devices you want us to recycle responsibly.
IQOS device seem faulty? Start online troubleshooting to check if you’re eligible for a replacement.
Consumables
- New packs of tobacco sticks.
- Used consumables for recycling responsibly.
Accessories
Any undamaged accessories, from AC power adaptors and charging cables to rings, wraps, and doors.
Please note:
- At the time of delivery, you will need to show your ID for age verification.
- A legal-aged adult must be present at the delivery address to receive the package.
Need to return an online order?
If your order contains multiple products, you can decide which products to return. Returns must be logged within 14 days of delivery.
Return an online order
How to return an IQOS order:
Contact us via IQOS Live Chat or the IQOS Customer Care Team to start your return. We’ll process it and send you a return label—then simply drop off your package at a Purolator location.
How to prepare the parcel for drop-off:
- Complete the return section of the delivery note that came with your order and put it in the parcel.
- Attach the pre-paid Purolator return postage label that came with your order.
- Attach the battery warning sticker on your original package to the parcel.
- Take it to a Purolator drop off point.
- Keep your receipt as proof of postage.
- Returns are free.
- Once we receive and inspect the returned items, we’ll process a full refund to your original payment method.
- Once processed, the order status will update on your IQOS account dashboard and the refund will reflect within 14 days.
- Check refund status
For further details, read the IQOS Returns Policy.
IQOS orders made easy.
Want to order something else? Get all the details on how to place an order, track and manage orders, and more.
Learn about IQOS orders
Return used products for recycling.
Help us in our mission to reduce electronic waste. Recycle your used TEREA sticks so they don't end up in landfills.
Learn about IQOS Circular Program
How to recycle:
- Pick up free collection bags from participating locations or request one when placing an order online.
- Collect used devices, tobacco sticks (in separate bags).
- Either drop off the bags at a participating location or mail it to us.
Fees
- We do recycling for free.
- Collection bags are free.
- You can request the shipping label for the collection bag online.
All about return shipping labels.
Return labels ensure your package is tracked and reaches us safely, so we can process your refund smoothly without delay.
A quick guide to IQOS return shipping labels
- Access and download your prepaid return label directly from the IQOS email we send you after you log a return request.
Completing the label
- Ensure all required fields are filled accurately—this helps avoid delays in processing your return.
- Shipping labels received via email are pre-filled.
Attaching the label
Securely attach the label on the outside of your package for clear visibility. Use sticky tape to keep it in place.
FAQs about returns
Orders placed on IQOS.com cannot be returned to an Q-Lab store. For orders placed online, contact the IQOS Customer Care Team, who will help you with the return process.
All devices ordered on IQOS.com must be returned in the online shop via return shipping. We offer 30-day money back guarantee.
For free return shipping on purchases made on IQOS.com, use the return label that you can access via your IQOS customer account.
Please only return devices that are defective or need to be exchanged. So, for example, only your holder is defective, and you get it replaced, then just send back the holder. However, if your entire kit is being replaced, please return the complete IQOS kit to us.
If an order is incomplete, you should report that to us immediately, within 7 days and we will send you the correct order free of charge.
All devices purchased from a retailer must be returned directly to the store, in accordance with their return policy.
The exact shipping process depends on the reason for the return.
To return online on IQOS.com, please log in to your IQOS user account and initiate the return under "My orders". You will be informed once your return label is ready to be downloaded. Please do not forget the hazardous goods label: In case you use the original shipping box, this label is already on the carton and must be visible. Otherwise, simply download the label together with the return label and print out the according label in colour.
Afterwards, you have 14 days to bring your package to a post office.
We will cover the costs of the return shipment for you.
Return in case of cancellation:
Please return the IQOS device complete with all components in the factory packaging.
Exception: the device cannot be transported due to damage (see below). Ideally, use the shipping carton in which the IQOS device was delivered for the return and pack the product carefully to protect it from possible transport damage. The dangerous goods sticker is already on the shipping carton, which you need when shipping at least one pocket charger or more than two holders. Otherwise, please print out the corresponding dangerous goods label in colour and attach it to your shipping carton. For free return shipping, use the return label that you can access via your IQOS customer account.
Return in case of defect:
Please first ensure that your device is transportable (see below). If this is the case, please use the original packaging of the spare part and its shipping carton to send it back to us. The dangerous goods sticker is already on this packaging, which you need when shipping at least one pocket charger or more than two holders. Otherwise, please print out the corresponding dangerous goods label in colour together with the return label and attach it to the shipping carton.
Please only return devices that are defective or need to be exchanged. So, for example, only your holder is defective, and you get it replaced, then just send back the holder. However, if your entire kit is being replaced, please return the complete IQOS kit to us.
Notes on the proper shipping of devices with lithium batteries:
Devices containing lithium batteries are considered dangerous goods. If lithium batteries are damaged or short-circuited, the batteries can overheat and catch fire. Devices with damaged lithium batteries are therefore not transportable. This can affect the following devices: IQOS Pocket Charger and IQOS Holder.
Please check your IQOS device for the following signs:
- Bloated or burst/broken case
- Heat development although not in use
- Melted or deformed parts
- Sparks or jets of flame have erupted
- There was a short circuit
If your device shows even one of these signs, it is not transportable. In this case, we ask you to dispose of the device properly at a recycling center.
When shipping more than one device with a lithium battery, make sure they do not touch each other in the shipping carton. In addition, the devices should not lie loose in the box. It is best to pack the products in the original sales packaging.
Need more support?
Get help with your IQOS order, delivery, or return via any of our self-service channels.