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IQOS AND LIL SOLID WARRANTY: everything you need to know

One year
from purchase date
Separate warranty
for charger and holder
24/7 diagnostics
in Viber Bot
No repairs. We simply
exchange your IQOS / lil SOLID
to a new one.

How does the IQOS warranty work?

The warranty for any IQOS device is valid during 12 months from the date of purchase. Official service centers never repair faulty IQOS devices. If a quick device diagnosis does not help to fix it, we will simply replace the device with a new one under warranty conditions.

• Warranty replacement – within 12 months

If problems with IQOS can be attributed to warranty cases, then we will replace the defective element (holder or charger) with a new one.

The warranty for this item will be renewed for 12 months from the date of replacement. Yes, the IQOS holder and charger have two separate warranties.

The quantity of warranty replacements is unlimited during the warranty period (12 months).

• One bonus non-warranty replacement

According to Care Plus program, we are ready to make one bonus device replacement, even in non-warranty cases. This replacement can be done only once for 12 months from the date of purchase!!

Such cases do not include scratches, dents or other damage that do not affect the operation of the device.

Take care of your IQOS! To learn more about Care Plus, see Care Plus Program.

How does the lil SOLID warranty work?

Lil SOLID warranty is valid for 12 months from the date of purchase. In the case of a malfunction, we do not repair lil SOLID, but simply replace it with a new one under warranty conditions.

• Warranty replacement – within 12 months

If problems with your lil SOLID can be attributed to warranty cases, then we will replace your device with a new one. The warranty for it will be renewed and will be valid for 12 months from the date of replacement.

The quantity of warranty replacements is unlimited during the warranty period.

• Non-warranty replacement – not available

Care Plus program doesn’t work with lil SOLID. Unlike IQOS, we will not be able to replace a faulty lil SOLID with a new one in non-warranty cases.

What cases are covered by the warranty?

Damage caused by the fault of the manufacturer or by a certain manufacturing defect, but was not caused by wrong or inappropriate exploitation of the device, could be considered a warranty case.

Examples of potential warranty cases:
  1. Crashes in the IQOS / lil SOLID software
  2. IQOS holder or charger does not vibrate
  3. IQOS / lil SOLID is not charging
  4. The lights on the holder or charger are blinking red or not blinking at all
  5. The battery is not holding charge or is damaged in a different way
  6. You cannot turn on the news device (just purchased)

What cases are not covered by the warranty?

Non-warranty damages include those that have occurred due to careless or improper use of the device.

Examples of non-warranty cases:
  1. Damage caused by normal wear and tear
  2. Scratches, dents, cracks on the plastic, other mechanical damage
  3. Damage caused by misuse, voltage surge, mishandling, contact with liquid or fire
  4. Malfunction associated with the use of incompatible products (cigarettes, cleaning devices, not original charging accessories, etc.)
  5. Damage or malfunction caused by attempt to open, modify or repair your IQOS / lil SOLID
  6. Damage or malfunction caused by use other than specified in the appropriate IQOS ™ user manual or lil SOLID user manual

Where and how to replace IQOS and lil SOLID?

• Replacement via free express delivery in 3 hours

You can order an express replacement of the device through the call center (4767), or in the IQOS Viber bot.

Available in Kyiv, Dnipro, Lviv, Odesa, Kharkiv, Zaporizhzhia, Vinnytsia, Khmelnitsky, Poltava, Ivano-Frankivsk, Mariupol, Sumy, Rivne, Kryvyi Rih, Ternopil, Uzhgorod, Kremenchuk and Kramatorsk.

The express delivery courier has the right to check documents confirming your legal age status. Upon receipt of a new component, you should return a damaged unit of the same type.

Replacements by express delivery are limited to – 1 replacement per month during the warranty period

• IQOS Service Centers

IQOS Space stores and some partner chains (for example, the ALLO) work as service centers for IQOS and lil SOLID.

You can find the nearest service point on the interactive map. Just select the "Service" filter.

• Replacement via free delivery by Nova Poshta

If there is no IQOS Space and express delivery option in your city, we will send a replacement by Nova Poshta. Contact our call center (4767). The support service will issue a replacement request with delivery via Nova Poshta.

What documents do I need to have to get replacement for IQOS / lil SOLID?

To replace faulty IQOS and lil SOLID with new ones under warranty, you do not need to have a warranty card.

The only document needed is a receipt confirming the fact and date of purchase (this is important, since the warranty period starts from the purchase day).

If you bought a device in IQOS Space, on or through the IQOS chatbot in Viber, then most likely information about purchase date and the warranty period is known to us. Therefore, we can make a replacement under warranty even without a receipt. All you need is the phone number, serial number of the device and the faulty device itself.

If you bought IQOS or lil SOLID in other stores, you will need a receipt for a replacement. If you have lost the check, no panic. Call support, we’ll see how we can do.

By the way, if you received a Viber message with a barcode (this is the warranty number) after purchasing IQOS, you can use it instead of a receipt. Just have the barcode scanned by the expert at the IQOS store. It will be faster this way.

What to do if IQOS warranty expires?

If the warranty has expired, and something happened to the device, contact the support service (at 4767) or the nearest IQOS Space. We will try to help!

Can I get a warranty service if I received IQOS as a gift / bought a used one?

If you were presented with IQOS, or you bought a used device on Prom or OLX, you can check the warranty on the «Warranty and diagnostics» page.

Enter the serial number of the device (code under the cap) and your phone number. We will tell you whether the warranty is still valid for the device and whether a bonus non-warranty replacement is available.

Warranty check service does not work for lil SOLID. But you don't need that. lil SOLID has just launched in Ukraine, so the warranty for all devices is still active.

International IQOS warranty

The IQOS warranty is valid in all countries where the brand is officially represented (there are now more than 50 of them). How to use it?

  1. You must have a profile on the website and a registered device. If you have any questions on how to register IQOS, see the instructions.
  2. Call the toll-free international number +80025592559.
  3. If your operator has set restrictions on international numbers, then try this number: +41215478888 (here payment will be made at the rates of your operator).
  4. The support operator will tell you about the next steps and the stores where you can get a new device under warranty.

Please note that lil SOLID does not have an international warranty. The warranty is valid only within the country where the device was purchased and where the brand is officially present.

In some countries, numbers differ from general international. Here is a list of them with the required numbers (operators are indicated in brackets):
Israel: 014800 25592559
Russia: 810800 2559 2559
South Korea: 001 800 2559 2559
                              002 800 2559 2559 (Dacom)
                              004 800 2559 2559 (Korea Telecom)

Columbia: 009 800 2559 2559
Canada: 011 800 2559 2559
Japan: 001 010 800 2559 2559 (KDD)
                0033 010 800 2559 2559 (NTT)
                0041 010 800 2559 2559 (JT)
                0061 010 800 2559 2559 (IDC)


04053, Artema str., 11A, Kyiv
EDRPOU code 40074696

04053, Sichovykh Striltsiv str., 11A, Kyiv
EDRPOU code 41962630

№ 26550311202002488 from 16.06.2020, date issued: 22.06.2020, term of validity: from 28.06.2020 to 28.06.2021

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