- Discover IQOS
What is IQOS?
- Heated tobacco
Real tobacco, real progress
- Advantages of IQOS
Key reasons to switch
- Science behind IQOS
Discover science
Most refined and advanced
Familiar design. Enhanced experience.
Pocket size. All-in-one design.
Simple and all in one
- Discover IQOS
What is IQOS?
- Heated tobacco
Real tobacco, real progress
- Advantages of IQOS
Key reasons to switch
- Science behind IQOS
Discover science
- Terms & conditions
- Good Conversion Practices for PMI’s Smoke-free Products
- Cookie notice
- "Old Device Exchange" (Trade-in) program terms & conditions
- Privacy notice
- IQOS Social Media Accounts
- Terms of Product Sales
- Survey Participation Consent
- Terms of Circular Program
- Terms and Conditions of certain customer post-purchase care and Support Services
Terms and Conditions of certain customer post-purchase care and Support Services
Terms and Conditions of certain customer post-purchase care and Support Services provided by Philip Morris Armenia LLC dated 30.09.2025
Application of Terms/Eligibility
These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections 4 - 6 below (Services). You should read these Terms carefully as they affect your legal rights and govern your relationship with Philip Morris Armenia LLC, 2 Vazgen Sargsyan street, 8th floor, Kamar Business Center, Yerevan, RA.
You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database; and (ii) your main residence is in Armenia, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling our Customer Service Center (CSC), via Telegram or by visiting one of our IQOS™ Stores.
By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms.
No modification of these Terms by you is permitted unless Philip Morris Armenia LLC expressly agrees in writing.
We also reserve the right to amend these Terms and the Services at any time.
Eligibility
The following Device models are eligible for the Services (except for Accidental Damage):
Starting 30th of September, 2025 Accidental Damage is available only for IQOS ILUMA i PRIME devices purchased on or after this date and registered within 30 days after purchase. Any IQOS ILUMA i PRIME Device purchased prior to this date, will not be eligible for Accidental Damage coverage.
The Device must have a readable and valid serial number.
In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up to date. If you do not complete the mandatory fields in registration form (such as, for example, age, smoker status, and/or phone number) your registration will not proceed. If you provide inaccurate or incomplete information Philip Morris Armenia LLC reserves the right to refuse to provide the Services to you.
Your use of the Services (except Services provided in Article 5) is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the provided services.
Term and Termination
You may use the Services only within the duration of your Voluntary warranty period, if applicable, in the country of purchase.
Philip Morris may refuse to provide the Services to you if you breach any of these Terms.
Warranty Terms
All IQOS and LIL devices are covered by a manufacturer’s warranty for one year from the date of purchase. The warranty terms and consumer protection rights established by Armenian legislation apply to these devices.
To obtain warranty services—whether under the manufacturer’s warranty or the voluntary (Extra) warranty—you must provide proof of purchase. The date of purchase shall be confirmed by the original document certifying the fact of payment (sales receipt) and/or the warranty certificate indicating the date of purchase. The said documents shall be provided to the Seller for obtaining warranty services. If you are unable to provide documents verifying the purchase date of the item from us, we reserve the right to deny warranty services or to identify the date of purchase based on our records as a case may be.
The Seller shall replace the faulty devices from available stock of devices via same functionality and serial/model. In case the product is unavailable, an identical device will be offered according to the customer's wish and colour based on availability. The proposed version must be technically compatible. A change in device can only be upgraded.
Voluntary (Extra) Warranty
Subject to Device registration, within 30 calendar days after purchase you will be granted with up to 2 years of voluntary warranty — also referred to as an Extra warranty — in total from the date of device purchase. To register a not-registered Device purchased a proof of purchase is required.
Existing voluntary warranty is available for IQOS Devices purchased and registered before 30th of September, 2025. Updated voluntary warranty terms will apply to IQOS Devices purchased and registered after 30th of September, 2025.
If your IQOS Iluma i Prime Device — purchased as a complete KIT rather than as separate components — suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for one replacement of the Device (either a charger or holder whichever comes first) as described in this paragraph 5.
You must provide the damaged Device (including all components) to Philip Morris and you will be provided with a replacement device of the same type, the new or equivalent to a new Device in performance and reliability. In case the product is unavailable, a device will be offered according to the customer's wish and colour based on availability. The proposed version must be technically compatible. A change in device can only be upgraded.
If the IQOS Iluma i Prime Device is purchased as a KIT (including both the Holder and the Charger), and the components are subsequently disconnected using the CRM functionality, the Accidental Damage Coverage (ADC) will apply only to the component that remains part of the registered kit. Once a component is disconnected from the KIT, it is no longer eligible for replacement under the ADC service.
Philip Morris Armenia LLC will keep all replaced Devices.
Only that component of the Device that is damaged e.g. the holder or the charger is subject to be replaced.
Making a claim under Accidental Damage
International Assistance
You have access to an international toll-free number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized by Philip Morris, or its affiliates or an authorized partner, except the United States. This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide.
Service options and terms, Device availability and response times may vary according to country. This service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
Making a claim under International Assistance
Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided the following way: Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.
Other Services
Customer Support Service: We are ready to answer all your questions at the Customer Support Service Center number +374 44 00 47 67 or by e-mail. Customer Support Service Center operates daily from 10.00 a.m. to 9.00 p.m. You can also leave a message for us on the Website 24 hours a day, and we will contact you at a time of your convenience. Call us: +374 44 00 47 67 Write to us: contact.am@iqos.com.
Your Obligations.
Warranties/Limitation of Liability
As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed Philip Morris of the possibility of such losses.
Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
You are not eligible for the services provided in this document, if any of the following circumstances are applicable:
Miscellaneous
None of the Services constitutes an insurance policy.
The Services are currently provided free of charge.
Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://am.iqos.com/en/terms/7.
These Terms are subject to the laws of the Republic of Armenia will be subject to the exclusive jurisdiction of the Republic of Armenia.
For questions, inquiries and contact information please call us: +374 44 00 47 67 or write to us: contact.am@iqos.com.
Application of Terms/Eligibility
These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections 4 - 6 below (Services). You should read these Terms carefully as they affect your legal rights and govern your relationship with Philip Morris Armenia LLC, 2 Vazgen Sargsyan street, 8th floor, Kamar Business Center, Yerevan, RA.
You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database; and (ii) your main residence is in Armenia, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling our Customer Service Center (CSC), via Telegram or by visiting one of our IQOS™ Stores.
By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms.
No modification of these Terms by you is permitted unless Philip Morris Armenia LLC expressly agrees in writing.
We also reserve the right to amend these Terms and the Services at any time.
Eligibility
The following Device models are eligible for the Services (except for Accidental Damage):
- IQOS Pocket Charger
- IQOS Holder
- IQOS Power Supply Unit USB cable
- IQOS Adapter
- lil SOLID 2.0
- lil SOLID Es
- IQOS ILUMA Pocket Charger
- IQOS ILUMA Holder
- IQOS ILUMA i Pocket Charger
- IQOS ILUMA i Holder
- Any other IQOS heat-not-burn device which has been commercialized by Philip Morris Armenia LLC in the Republic of Armenia.
Starting 30th of September, 2025 Accidental Damage is available only for IQOS ILUMA i PRIME devices purchased on or after this date and registered within 30 days after purchase. Any IQOS ILUMA i PRIME Device purchased prior to this date, will not be eligible for Accidental Damage coverage.
The Device must have a readable and valid serial number.
In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up to date. If you do not complete the mandatory fields in registration form (such as, for example, age, smoker status, and/or phone number) your registration will not proceed. If you provide inaccurate or incomplete information Philip Morris Armenia LLC reserves the right to refuse to provide the Services to you.
Your use of the Services (except Services provided in Article 5) is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the provided services.
Term and Termination
You may use the Services only within the duration of your Voluntary warranty period, if applicable, in the country of purchase.
Philip Morris may refuse to provide the Services to you if you breach any of these Terms.
Warranty Terms
All IQOS and LIL devices are covered by a manufacturer’s warranty for one year from the date of purchase. The warranty terms and consumer protection rights established by Armenian legislation apply to these devices.
To obtain warranty services—whether under the manufacturer’s warranty or the voluntary (Extra) warranty—you must provide proof of purchase. The date of purchase shall be confirmed by the original document certifying the fact of payment (sales receipt) and/or the warranty certificate indicating the date of purchase. The said documents shall be provided to the Seller for obtaining warranty services. If you are unable to provide documents verifying the purchase date of the item from us, we reserve the right to deny warranty services or to identify the date of purchase based on our records as a case may be.
The Seller shall replace the faulty devices from available stock of devices via same functionality and serial/model. In case the product is unavailable, an identical device will be offered according to the customer's wish and colour based on availability. The proposed version must be technically compatible. A change in device can only be upgraded.
Voluntary (Extra) Warranty
Subject to Device registration, within 30 calendar days after purchase you will be granted with up to 2 years of voluntary warranty — also referred to as an Extra warranty — in total from the date of device purchase. To register a not-registered Device purchased a proof of purchase is required.
Existing voluntary warranty is available for IQOS Devices purchased and registered before 30th of September, 2025. Updated voluntary warranty terms will apply to IQOS Devices purchased and registered after 30th of September, 2025.
If your IQOS Iluma i Prime Device — purchased as a complete KIT rather than as separate components — suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for one replacement of the Device (either a charger or holder whichever comes first) as described in this paragraph 5.
You must provide the damaged Device (including all components) to Philip Morris and you will be provided with a replacement device of the same type, the new or equivalent to a new Device in performance and reliability. In case the product is unavailable, a device will be offered according to the customer's wish and colour based on availability. The proposed version must be technically compatible. A change in device can only be upgraded.
If the IQOS Iluma i Prime Device is purchased as a KIT (including both the Holder and the Charger), and the components are subsequently disconnected using the CRM functionality, the Accidental Damage Coverage (ADC) will apply only to the component that remains part of the registered kit. Once a component is disconnected from the KIT, it is no longer eligible for replacement under the ADC service.
Philip Morris Armenia LLC will keep all replaced Devices.
Only that component of the Device that is damaged e.g. the holder or the charger is subject to be replaced.
Making a claim under Accidental Damage
- You are entitled to:
- report your claim to Philip Morris when your Device suffers Accidental Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
- follow instructions given by Philip Morris for returning the affected Device to Philip Morris; and
- Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you via: Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points you will be provided with a replacement.
International Assistance
You have access to an international toll-free number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized by Philip Morris, or its affiliates or an authorized partner, except the United States. This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide.
Service options and terms, Device availability and response times may vary according to country. This service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
Making a claim under International Assistance
- You must:
- report your claim to Customer Service Center by number 00-41-21547888 or 00-800-25592559 (or our Customer Service Center +374 44 00 47 67) or use our Viber/Telegram Bot chat support no later than one (1) day from the date your Device suffers Accidental Damage or Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
- if requested by Philip Morris, you must provide proof of purchase for your Device; and
- follow packaging and mailing instructions given by Philip Morris for returning the affected Device to Philip Morris; and
- otherwise comply with Philip Morris’s return Devices authorization process.
Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided the following way: Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.
Other Services
Customer Support Service: We are ready to answer all your questions at the Customer Support Service Center number +374 44 00 47 67 or by e-mail. Customer Support Service Center operates daily from 10.00 a.m. to 9.00 p.m. You can also leave a message for us on the Website 24 hours a day, and we will contact you at a time of your convenience. Call us: +374 44 00 47 67 Write to us: contact.am@iqos.com.
Your Obligations.
- You agree:
- not to misuse the Services;
- to keep your registration information safe and secure;
- where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
- to comply with applicable law.
Warranties/Limitation of Liability
As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed Philip Morris of the possibility of such losses.
Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
You are not eligible for the services provided in this document, if any of the following circumstances are applicable:
- any product that is not an eligible Device as per the list contained in paragraph 2.1;
- damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;
- Devices with a serial number that has been altered, defaced or removed;
- Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris;
- the loss or theft of your Device;
- cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;
- damage or failure caused by normal wear and tear and/or usage of the Device;
- improper handling, damage from fire or flood, or natural disaster, war, terrorism, or acts of God;
- malfunction due to use with non-compatible product;
- damage or malfunction caused by failure to use as described in the associated IQOS User Guide; or
- failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the voluntary warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
Miscellaneous
None of the Services constitutes an insurance policy.
The Services are currently provided free of charge.
Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://am.iqos.com/en/terms/7.
These Terms are subject to the laws of the Republic of Armenia will be subject to the exclusive jurisdiction of the Republic of Armenia.
For questions, inquiries and contact information please call us: +374 44 00 47 67 or write to us: contact.am@iqos.com.