Terms of Product Sales

Terms of Product Sales dated 30.09.2025

These Terms of Product Sales shall determine the terms and conditions under which registered users of the Website may order or purchase the Products through the Internet shop. Please note that none of the provisions of these Terms and Conditions and none of the elements of the Website content may be considered as a public offer by PMA or the Seller. Information about product characteristics, prices, and other information have been posted on the Website for informational purposes only and in order to enable you to develop an offer to the Seller for entering into a sales and purchase agreement.

1. Terms and Definitions

When used in these Terms of Product Sales, unless otherwise required by the context, the following terms shall have the following meanings:

1. Website shall mean this website https://am.iqos.com/en/home.
2. Terms of Website Use shall mean the terms of use for the Website dated September 30, 2025.
3. Products are tobacco-containing products, tobacco-heating electronic systems, and other goods presented on the Website.
4. PMA LLC, or PMA shall mean “Philip Morris Armenia” Limited Liability Company, located at: 2 Vazgen Sargsyan street, “Kamar” business center, 8th floor, 0010, taxpayer’s identification number: 00454054, which is the importer of Products.
5. Seller, or we (in all cases) shall mean “Carat Trade” Limited Liability Company, located at the address: 17/2 Mikoyan street, Yerevan, 0079, Republic of Armenia, tax payer’s identification number: 02874778, email: Info@carattrade.am, telephone number: +374 60 43 43 43.
6. Internet shop is a part of the Website (where you can access section «To Shop»), through which registered users can order or purchase Products from the Seller.
7. Terms of Product Sales shall mean these Terms of Product Sales. These Terms of Product Sales constitute an integral part of the Terms of Website Use and by registering on the website, you automatically acknowledge and accept these Terms of Product Sales.
8. Consumer (including "Registered consumer”) or “You” – a person who is at least 18 years old, a consumer of tobacco and/or nicotine-containing products and has agreed to the terms and conditions of using the website as well as the personal data processing policy and reside in the Republic of Armenia.

2. Product Ordering Procedure

2.1. You may order Products provided that you have registered on the Website meaning that you have read and accepted the Website Terms of Use, these Terms of Product Sales, Privacy Notice and also meet the requirements set forth in the Terms of Use, namely: (1) you are at least 18 years of age, (2) you are a consumer of tobacco and/or tobacco-containing products, and (3) the delivery address is in the territory of Republic of Armenia.

2.2. You shall send orders for Product sales to the Seller by clicking the "Order" active link in the "Your Basket" section on Internet shop page and selecting the method of payment and delivery by completing the appropriate form or by calling +374 44 00 47 67. By sending your order via Internet shop you thereby express your intention to consider yourself to be obliged to make a purchase according to your order, if it is accepted by the Seller.

Please note that the cost of the Products specified in the Internet shop includes taxes that may be applied when selling Products.

Please note that to ensure efficient processing and delivery, we require a minimum order value of 4500 AMD (“Minimum Threshold”) for online orders for delivery.

2.3. Your order shall be considered to be an offer to the Seller for entering into a purchase and sale agreement for the Products indicated in your order, under the conditions specified by you at the time of registering the order and the conditions contained on the Website and in these Terms of Product Sales. The Seller may, at its own discretion, refuse to sell the Products to you according to your order (deny your offer). To verify the validity of the order, your verbal confirmation of your age, and also on other matters is needed. The Seller or his authorized person can contact you by phone or by other applicable means of communication to verify the validity of your order.

Non-acceptance of an order may be a result of one of the following:

1. Ordered Product is unavailable on stock,
2. Technical error resulting in an incorrect display of the product price or an inaccurate product description,
3. Our inability to deliver to your specified delivery address,
4. You do not meet the eligibility criteria set out in these Terms of Product Sales, including us suspecting that you are not over the age of 18,
5. The order value is below the Minimum Threshold.

2.4. In case of revealing any mistakes in your order, please contact us for correction or order cancellation.

2.5. The Seller shall confirm acceptance of your order (accepts your offer) by sending you an e-mail or sms to the address/phone number you've specified when registering on the Website, this message will contain your order number. The purchase is evidenced by a receipt provided upon purchase of the product. When requested, the receipt may also be sent electronically and shall be considered an electronic agreement. The sale and purchase electronic agreement shall be considered to be concluded at the time the order confirmation is sent to you.

2.6. After you receive your order confirmation, you can send a request to the Seller, if necessary, about the receipt of the agreement in an uneditable form. At your request, you will receive an email containing all the essential terms and conditions of the agreement between you and the Seller.

3. Sale and Purchase Electronic Agreement

3.1. When the Seller accepts your order, a sale and purchase electronic agreement (hereinafter also referred to as "Agreement") is concluded between you and the Seller. The main terms and conditions of this Agreement shall be determined by these Terms of Product Sales, the information provided on the Website selected by you when ordering the Products, the purchase receipt and as well as the current legislation of Republic of Armenia.

3.2. The payment for the Product shall be made either online (in case of delivery orders) or at the point of sale (in case of pick-up orders), if such technical possibility exists. We will transfer the Product, after you have fully paid the Product price specified in the Agreement and the Seller or his/her representative, who performs delivery, has confirmed your age. For age and person identification, we will request you to provide to the Seller or his/her representative an identification document. The title in Product shall pass to you, after the Product is transferred to you by the Seller. In the case the sales and purchase agreement is terminated due to payment rejection, you are obliged to return the Products to the Seller.

3.3. You shall be entitled to cancel the order accepted by the Seller, that is to terminate the Agreement, until the Product is delivered to you, without paying penal sanctions. You must notify the Seller thereof by e-mail or by phone.

3.4. The Seller reserves the right to terminate the Agreement upon written notification (including by e-mail) to you on unilaterally basis. If the Seller terminates the Agreement or the Agreement is terminated pursuant to other grounds provided in these Terms of Product Sales, before payment for the product is proceeded by You, you shall not be eligible for reimbursement of your indirect costs (e.g. transportation costs, internet costs, etc.). If you paid for the order and the Seller terminates the Agreement, the Seller shall be obliged to return the funds to you in full pursuant to paragraph 3.6. below.

3.5. The sale and purchase agreement shall be considered to be terminated from the moment of occurrence or finding by the Seller or its delivery agent, of any of the following circumstances:

1. You refuse to receive the Products according to your order,
2. You refuse to pay for the Products under the sale and purchase agreement,
3. You cannot confirm that your personal data correspond to those indicated on the Website at the time of registration,
4. You cannot confirm you are 18 years old to the Seller or its delivery agent.

3.6. In case of termination of the sales and purchase agreement before the transfer of the Products to you, the Seller or his/her delivery agent will not deliver the Products to you. In case you paid for the Products, the Seller will return the money paid to you within thirty (30) days from the moment of your notification of termination of the sales and purchase agreement.

3.7. You shall be entitled to terminate the Agreement subject to the Seller's notification within fourteen (14) days from the date of receipt of the document certifying the fact of payment for the Product (sales receipt) and these Terms. The Seller must return the paid funds within thirty (30) days from the moment you've notified on termination. You can return the Products personally returning the Products to one of the shops listed in paragraph 5.2 below. We advise you to call our Customer Service Center (+374 44 00 47 67) for more guidance.

Returns are accepted only if the Products:

1. Have not been used,
2. Retain their marketable condition and consumer properties,
3. Include all original seals and labels,
4. Are accompanied by the original sales or cash register receipt provided at the time of purchase.

4. Payment Methods

4.1. You can pay for your orders in the following ways:

1. Cash payment,
2. Bank card payment, in case such technical possibility exists,
3. Online Payment, in case such technical possibility exists.

While making payment through a bank card, please do not use suspicious payment systems and/or websites. For such matters, please consult the bank that has issued your debit or credit card.

5. Delivery

5.1. Courier delivery

Applicable in the city Yerevan only.

For orders starting from 4500 AMD and more – a delivery option is available. Delivery service works every day from 12 pm – 8 pm. If capacity available, delivery will be organized on the same day, if not, during next day. Delivery of the Products shall be made to the address specified in your order. If delivery to specified address is not possible, we may contact you to inform on matter, cancel or alter the order. We require a person aged 18 and above to provide identification document for person and age verification. You agree to inspect the Products for any obvious faults, defects before you accept the delivery.

We will certainly contact you to confirm the order, provide you information about order status, as well as for other purposes. You also have the opportunity to contact us on your own.

5.2. To pick up in a shop

During the order creation, you can see the list of our shops, where the Product is available for pick up. While processing with the order, you should specify from what shop you would like to purchase the Product. After order confirmation, the Product may be reserved in specified shop up to 2 days, and automatically cancelled on 3rd day, if not purchased.

You may find the list of IQOS stores at: IQOS & HEETS Shops Near Me | Store Locator | IQOS Armenia

6. Returning IQOS or lil

You can return the IQOS or lil device to shop within fourteen (14) days from the moment of physical handover of the Product. Please call to our Customer Service Center (+374 44 00 47 67) for shop location guidance. Funds shall be reimbursed only subject to availability of a document certifying the fact of payment for IQOS or lil device (sales receipt) and in the same way as IQOS or lil device has been paid for (cash or non-cash payment).

We are entitled to deny returning your IQOS or lil device with a new one if:

1. It has passed more than fourteen (14) days from the moment of the sales receipt,
2. The device or any of its component has been used,
3. The device’s marketable condition or consumer properties have been compromised,
4. The device is missing original seals or labels,
5. The device is not accompanied by the original sales or cash register receipt provided at the time of purchase.

7. Warranty

IQOS and Lil device warranty service terms are provided in the Terms and Conditions of certain customer post-purchase care and Support Services.

8. Customer Service Center

We are ready to answer all your questions at the Customer Service Center number +374 44 00 47 67 or by e-mail. Customer 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.

For service quality level increase, we will record all calls to or from our Customer Service Center. Additionally, we will keep your data as contact phone number or e-mail address, to contact you according to your request, or in case of additional questions.

9. Reporting Lost or Stolen device

In the event of losing your IQOS or lil device, you may take the action to report it to IQOS store or Customer Service Center at +374 44 00 47 67. Upon your notice, Seller will tag the device as lost in CRM.

In case the Device assigned to an Owner is not reported as lost by the Owner (“lost device”), the Seller may assign the device to another adult user profile upon the latter's request.

In the event of identifying the possessor of the lost device, the Seller shall notify the owner of the occurrence and, upon owner’s request, provide relevant, lost and or stolen device associated information.

However, the Seller reserves the right to withhold certain services, including re-assigning the device to another user, if the device has been reported as lost or stolen. In such cases, the Seller is entitled to retain possession of the device to return it to the rightful Owner or hand it over to the Police.

In case your device was stolen/lost you may also consider reporting the event to the police. Upon receiving an inquiry from the local authorities, in accordance with the Armenian law, PMA will provide them with the requested, available information.