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• Website failure caused by factors beyond the control of Philip Morris (e.g. viruses, intentional acts of third parties or users, problems with the user's IT infrastructure, etc.);
• incorrect delivery address or other data entered incorrectly by the user;
• theft or other illegal activities by third parties;
• force majeure.

• This section applies to products booked online and from our partner stores . Products purchased from official Q-store stores must be returned in accordance with sections 15-16.
• Products ordered online and picked up at a partner store can only be returned to the same store where they were picked up and paid for.
• Returned products must not be used and must be returned in the original packaging with all accessories (cables, chargers, etc.) and documentation (instructions, etc.).
• If you return the product to a partner store, we ask you to fill out an application form, which must include accurate information (receipt number, date, product, price, date of purchase, etc.). The amount paid will be refunded to you in cash.

• In case of accidental damage, the following devices and models can be replaced: IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA i, IQOS ILUMA i PRIME or their holders and chargers; lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE, IQOS ILUMA i ONE.
• The device being replaced must have a legible and valid serial number.
• The option to replace a device in the event of accidental damage is available to all product users who have an account on the iqos.ee website, who have linked the device to be replaced to their profile, and who agree to these terms and conditions. If you do not agree to (or are unable to comply with) these IQOS website terms and conditions  , you may not be able to use the damage protection.
• If the device was registered in the consumer profile within 30 days of purchase, consumers have the right to exchange the device within one year from the date of purchase if it becomes accidentally damaged.
• The availability of damage protection depends on your country of residence. Since this program is only available in certain countries, you must notify us if you change your country of residence and request replacement damage protection again in the country where you now reside.

• Damage protection is available from the date of acceptance of the Terms of Use and is valid for one year from the date of purchase of the device if it was registered in the consumer profile within the first 30 days of purchase.
• Replacement devices are also subject to a damage protection period, which is calculated from the original date of purchase.
• The option to replace the device in the event of accidental damage is offered by Philip Morris in good faith and your right to exercise this option is at Philip Morris’ sole discretion. Philip Morris may refuse to replace, reject your request to exercise your right to replace the product under the Damage Protection, or terminate it at any time for any reason, including for breach of the Terms of Use.
• Philip Morris may discontinue replacement of accidentally damaged devices upon 30 days' notice and reserves the right to notify you at any time of any changes to the replacement terms.

• If your device suffers accidental and unintentional damage that affects its performance and is not caused by misuse or neglect, you may replace the device as described below.
• You must return the damaged device (including all parts) to Philip Morris and you will be given a new device of the same type. If a device of the same type is not available, you will be given a functionally equivalent device. After replacement, the returned damaged device will remain with Philip Morris. If only part of the device is damaged, such as the holder or charger, only the damaged part will be replaced and only the replaced part of the device will remain the property of Philip Morris.

25. Device Replacement Limitations for Accidental Damage

• You must take all reasonable precautions to protect your device and use and maintain it in accordance with its instructions and user manual. Otherwise, you will not be entitled to a replacement for any accidentally damaged device.
• Each device part (holder or charger) registered to your account will only be replaced once in the event of accidental damage. Once the first request is approved, the same device part will not be replaced again. You can continue to use other services for your device as long as it is registered to your user account.
• Replacement of the device is not permitted in the following cases:
  a. if you accidentally damage the device that cannot be replaced because it is not on the list of replaceable device models above;
  b. if the failure is caused by abuse, misuse, or modification, alteration or enhancement of the device made or attempted to be made to the device;
  c. if you request a device with a serial number that has been altered, defaced or removed;
  d. if the device has been opened, altered or serviced in a manner not in accordance with Philip Morris’ instructions;
  e. if the device is lost or stolen;
  f. if the device has cosmetic damage that does not affect the functionality of the device (including, but not limited to, cracks, scratches, dents, nicks, wear marks, plastic damage and discoloration);
  g. if the failure is caused by fire, flood or natural disaster, war, terrorism or force majeure;
  h. if the damage is caused by using the device with a product other than the intended use;
  i. if the failure or damage is due to failure to follow the instructions for use;
  j. if the failure is due to a material, manufacturing and/or design defect, such failures are subject to consumer rights or a voluntary guarantee, which is additional to and without prejudice to other consumer rights and remedies available under the consumer protection laws of the country of purchase.

• To exchange your device, you must:
  a. submit a request to Philip Morris immediately and in any case no later than 14 days after the accidental damage to the device by sending an email to info@iqos.ee with the following information: 1) the serial number of the relevant device; (2) a description of the damage to the device, the malfunction problem, a description of the cause of the malfunction problem; (3) error messages; and (4) the actions taken before the device problems were discovered, as well as any measures taken to resolve the problem;
  b. Upon request by Philip Morris, you must provide proof of purchase of your device; and
  c. comply with any other rules established by Philip Morris regarding the return process.
• You can also submit an application at any Q-store or by contacting the customer service center at the toll-free number +372 800 2900 (in Estonia) and providing the information described above.
• Philip Morris will determine whether you are entitled to a replacement device in accordance with the Terms of Use. If you are entitled to a replacement device, it will be provided to you within five business days in one of the following ways:
  a. delivery to the point of sale. You can return your defective device to a Q-store IQOS ILUMA location map or any technical service point, where you will be provided with a new device;
• Do not return products and accessories to Philip Morris that are not covered by the warranty. If you return such products to Philip Morris, they will not be refunded and will be destroyed.
• If you wish to exchange a damaged device in a country other than the country of purchase, you must comply with all applicable import and export laws and regulations and pay all applicable customs duties, VAT and other related taxes.

• Damage protection is not insurance.
• Damage protection is currently free.
  
  

• The limitations set out in the subsection "Damage Protection" also apply to replacement in the event of accidental damage under the terms of international assistance.
• The following are the defects in the device that will not be replaced because they are not due to a defect in materials or workmanship when used in accordance with the instructions for use:
  a. Damage caused by normal wear and tear;
  b. Cosmetic damage (e.g. scratches, dents, broken plastic);
  c. Damage caused by misuse, excessive power, improper storage, exposure to liquid or flame;
  d. Damage caused by using the device with incompatible products;
  e. Malfunctions or damage caused by attempts to open, modify or repair the device by the user or a service provider not authorized by the manufacturer; or
  f. Malfunctions or damage caused by failure to follow the instructions in the instructions for use.

• If you require international assistance, you must:
  a. For immediate assistance, call the Customer Support Center at +800 2559 2559 or +41 21 547 88 88 (surcharges may apply from your mobile operator) within 7 days of the accidental damage or failure of the device, which may be due to defects in materials or workmanship when used in accordance with the instructions for use. You must also provide the following information: (1) the serial number of the affected device; (2) a description of the symptoms, problems or causes of the device damage; (3) error messages; (4) the actions taken before the device problems were discovered and the steps taken to resolve the problem;
  b. If requested by Philip Morris, you must provide proof of purchase of your device; and
• Philip Morris will decide whether you are entitled to a new device under these terms and conditions. If so, it will be delivered to you in one of the following ways:
  a. Return service to the point of sale. You can return your defective device to a Q-store or any service point where you will be provided with a new device;