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IQOS Exchange programme
What is IQOS?
About tobacco sticks
Tobacco sticks
Tobacco sticks
Programs and services
Buy and use for 60 days
Support
How it works?
Discover the advantages of IQOS ILUMA
No cleaning from tobacco residue
No blade
Heats real tobacco
How it works
Find out how to exchange your device for a discount on the new IQOS ILUMA
Visit My account
Then go to section „My devices”.
Indicate the heater you wish to replace
Select the device you wish to exchange from the list and click "Exchange for IQOS ILUMA". If you see the message "complete kit" click it to proceed.
Choose new IQOS ILUMA
From the proposed list of products, add the IQOS you wish to buy at a discount to your shopping cart. Go to the shopping cart, select your tobacco sticks and pay for your order. Done! You will send back your used device upon receipt of your delivery.
FAQ's
Which devices can I buy with the Exchange program?
You can purchase IQOS ILUMA or IQOS ILUMA PRIME
Which devices can be returned via the Exchange program?
IQOS ORIGINALS DUO, IQOS 3 DUO, IQOS 3, IQOS MULTI, IQOS 2.4, IQOS 2.4 Plus, lil SOLID 2.0, lil SOLID Ez
Does the old IQOS or lil SOLID device need to function for it to be eligible for the exchange?
Both fully working and malfunctioning devices are eligible for the exchange.
Can I choose a colour of IQOS ILUMA device I am exchanging into?
Yes, you can choose any colour of the IQOS ILUMA or IQOS ILUMA PRIME model.
Do I also need to return a box and charging accessories of an old device?
No, box and charging cable are not necessary. All you need to return are the old Pocket Charger and Holder.
How many times can I take advantage of the Exchange program?
You can exchange your device for a discount on the IQOS ILUMA twice per calendar year.
Where can I use the Exchange program?
Currently, you can use it on iqos.com and at all IQOS stores
How will I get the new IQOS ILUMA I am exchanging for?
The device will be sent to you free of charge by courier.
Do any other conditions apply when taking advantage of the Exchange program?
You need to have the old IQOS device registered under your account in iqos.com
If I only have a Holder or a Pocket Charger of the device, can I still take advantage of the Exchange program?
If you are exchanging a device that originally consists of 2 pieces, you need to return both of them to take advantage of the Exchange program. In case you want to exchange lil SOLID 2.0, lil SOLID Ez or IQOS 3 MULTI – just the one piece device is enough.
Can I take advantage of the Exchange program if I am returning Holder and Charger from different devices?
You can take advantage of the Exchange program even if your Holder and Pocket Charger are from different devices. They however need to be of the same model, i.e. IQOS 2.4 Plus Holder and IQOS 2.4 Plus Charger, and both pieces need to be registered in your account on iqos.com.
What if I cannot use Exchange program via iqos.com even though I meet all the conditions?
Call the IQOS Customer Service Center 801 801 501 or 22 455 14 04.
Can I take advantage of the 30-day free return when I buy IQOS Iluma via Exchange programme?
If you buy an IQOS ILUMA through the exchange programme, you cannot take advantage of the Satisfaction guaranteed programme but you can return your IQOS ILUMA purchased from the iqos.com online shop at a discount under the exchange programme within 14 days of receiving it
If I make a return, will my old IQOS be sent back to me?
No. An IQOS or lil device that you have returned in order to receive a rebate on a new device is sent for recycling, so it is not possible to return it in the event of withdraw from the purchase contract for the IQOS ILUMA.