Покупка продукт
The owner of www.iqos.com is Philip Morris Eesti OÜ. The terms of use of the site are specified separately (in the section «Terms of use»). If the pronouns «my», «us» and «our» are used, then they denote Philip Morris Eesti OÜ (enterprise code 10030798, legal address: Harju maakond, Tallinn, Kesklinna district, Maakri tn 23a, 10145 (hereinafter - Philip Morris).
The site www.iqos.ee (hereafter - Site or iqos.ee) and the products offered on the site (hereafter - Products) are intended only for users who have reached the age of 18 and are residents of the Republic of Estonia. Only persons registered on the Site (hereinafter - Пользователи или Купатели) can fully use the Site and buy the products offered on it.
1. Our devices can be purchased online at www.iqos.com, in the official stores of Q-store, and also in the stores of our partners, the list of which can be found here .
2. Products sold on the iqos.ee site, including IQOS devices (and/or their components), lil SOLID 2.0, other devices, charging devices, cleaning tools, accessories and other offered Products can only be purchased by Users who have reached the age of 18, are registered on the site and are residents of the Republic of Estonia. При заказ Продуктов Пользователь должен продукты очень что продукт не изображение продукты не доставка 18 лет. Philip Morris reserves the right to change the range of products offered and withdraw individual products from the sale at any time. When registering and using the iqos.ee site, every User must confirm that he/she is 18 years old.
3. Unless otherwise indicated on iqos.ee, every User can order Products for a sum of no more than 1000 euros during the month. Philip Morris can install and change the minimum and maximum volume of products at any time.
4. Philip Morris makes every effort to ensure optimum availability of the Products offered on site iqos.ee. However, in the case of receiving an order for a Product that is no longer on sale/in stock, the User will be sent a message from Philip Morris about the delay in the execution of the order or about the cancellation of the order or part of it. When the order is delayed, the user can withdraw his order.
5. Products sold on iqos.ee are intended only for personal use. Any resale of products purchased on iqos.ee is strictly prohibited.
6. All prices on iqos.ee are in euros and include VAT.
7. Пользователь может производите платья на часы, а также кредитной или бетовой карто (Visa, MasterCard) during delivery. Philip Morris uses SSL encryption (Secure Socket Layer (SSL) - Protocol of secure sockets) as well as other certified technologies and coding systems.
8. We draw your attention to the fact that the color of the product in the online store may differ from the color in the photographs due to differences in the characteristics and settings of the display. You can familiarize yourself with the original colors and characteristics of the product at the nearest Q-store.
Delivery of products
9. Philip Morris Baltic is not responsible for possible damage, including, among other things, loss of profit, loss of data, caused by improper execution or delay in delivery due to:
- Site failures caused by circumstances not dependent on Philip Morris Baltic (for example: viruses, malicious actions of third parties or Users, problems related to the infrastructure of the User's information technologies, etc.);
- incorrect delivery address or other incorrectly specified User data;
- by theft or other illegal actions of third parties;
- by force majeure circumstances.
10. From the moment of delivery of the Product to the User, Philip Morris Baltic assumes no responsibility for theft or improper use of the Product. The user must ensure that the product is not used by persons under the age of 18.
11. If you ordered the Product online, you can pick it up at the Q-store stores or at the stores of our partners, the list of which can be found here . 12. If, when placing the order, you chose the option to pick up the Product in the stores of our partners or in the Q-store store, you can pick it up after placing the order and receiving the (QR) code to the e-mail address you specified and SMS messages to the phone number you specified.
13. Information about our partners who sell our products can be found here . If there is no device in the color of your choice in our partner's store, you can choose another color from the available ones or check availability in another store of the same partner.
Product return
14. If the Products have any production defects, they will be returned and replaced free of charge with new ones, unless the User decides to use the legal right to defend his rights when purchasing a low-quality product. After the replacement or repair of the Product (or its part), the calculation of the terms stipulated by law and the commercial guarantee of quality do not begin to be calculated first, i.e. е. гарантия качества на новый (отремонтированный) Продукт не привываться (the guarantee that applied to the original Продукту works). A product from a limited series can be replaced by an ordinary product.
15. The User, after purchasing any (appropriate quality) Product on the Site, has the right to return it within 14 days without specifying the specific reason for the refusal (the 14-day period is calculated from the day the Products were delivered to the User or received by the User in the partner's store). After the expiration of this period, products are not accepted for return.
16. Return of quality goods ordered online and received in the store of partners:
- This section extends to the return of products ordered online and self-transported from stores by partners, the list of partners can be found here . Products purchased in official Q-store stores must be returned in accordance with sections 14–15.
- Products ordered online and self-pickup from partner stores can only be returned to the store where they were received and paid for.
- Products subject to return must not be used and must be returned in original packaging with all accessories (cables, chargers, etc.) and documentation (instructions, etc.).
- When returning the product to the partner's store, we ask you to fill out an application, specifying the correct data (check number, date, product name, price, purchase date, etc.). The paid amount will be returned to you in cash.
17. In all cases, when returning the goods, it is necessary to provide both the Product itself (in original packaging with all accessories and documents), as well as purchase documents (cheque and/or invoice). Exceptions to this requirement are possible if the device is registered.
18. When returning the goods to the Q-store or retail store partners, the condition of the goods and the possibility of returning them will be assessed immediately. If the product is deemed non-returnable, the reason will be explained, and the product will remain with the buyer.
19. If you want to return the goods by courier or through a parcel machine, the condition of the goods and the possibility of returning them will be evaluated after receiving the goods by us. If it is established that the return conditions are not met, we will contact the buyer, explain the reasons for the assessment, and the product will be returned to the buyer at his expense. If you have any questions, contact us via private messages on Facebook or by e-mail info@iqos.ee or by calling the IQOS customer service center on the free number 800 2900 or by visiting the nearest store Q-store.
Protection from accidental damage
20. Devices covered by protection from accidental damage:
- In case of accidental damage, the following devices and models are subject to replacement: IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA i, IQOS ILUMA i PRIME or their holders and charging devices; lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE, IQOS ILUMA i ONE.
- The replacement device must have a legible and valid serial number.
- In case of accidental damage to the device, the possibility of replacing it is provided to all users of the product who have an account on the iqos.ee site, have linked the device they want to replace to their profile and who agree to these terms and conditions. If you do not agree with these Terms of Use of the IQOS website (or you cannot comply with them), you will not be able to use the protection against accidental damage.
- If the device was registered in the user's profile during the first 30 days from the moment of purchase, users have the right to replace the device in case of accidental damage within one year from the day of purchase.
- Availability of accidental damage warning depends on the country of your residence. Since this program is only available in certain countries, when you change your country of residence, you must notify us of this and re-submit an application for replacement in case of accidental damage in your new country of residence.
21. Duration of action and termination of action for protection against accidental damage
- Protection from accidental damage is valid from the day of acceptance of the Terms of Use and valid for 1 year from the day of purchase of the device, if it was registered in the user's profile within the first 30 days from the moment of purchase .
- The term of protection from accidental damage to devices received as a result of warranty replacement is calculated from the moment of initial purchase.
- The possibility of replacing the device in case of accidental damage is provided by Philip Morris at its discretion, and your right to use this opportunity is determined at the discretion of Philip Morris. Philip Morris can at any time refuse to replace, reject your application for use or cancel your right to use the possibility of replacement in case of accidental damage for any reason, including violation of the Terms of Use.
- Philip Morris can suspend the replacement of an accidentally damaged device, notifying about it for 30 days; We also reserve the right to notify you of changes in the conditions of the exchange at any time.
22. Replacing the device in case of accidental damage
- If your device is damaged as a result of accidental or unintentional damage that affects its performance and is not caused by improper use or careless handling, you can replace your device in the order described below.
- You must hand over the damaged device (including all components) to Philip Morris, and you will be provided with a device of the same type. If a device of that type is unavailable, a functionally equivalent device will be provided to you. The damaged product, returned after replacement, remains at Philip Morris. If only part of the device is damaged, such as the holder or charging device, Philip Morris replaces only the damaged part and leaves only the replaced part of the device with itself.
23. Restrictions on replacing the device in case of accidental damage:
- You are obliged to take all reasonable precautions to protect your device, as well as use and service it according to the user's instructions and manual. Otherwise, you will not have the right to replace the accidentally damaged device.
- Each part of the device (holder or charging device) registered in the account must be replaced only once in case of accidental damage. After the replacement according to the first application, the replacement of that part of the device will not be made in the future. You can still receive other services for your device if this device is tied to your account as a registered user.
- You will not be able to replace the device in any of the following cases:
a. if you accidentally damaged any device that cannot be replaced, since it is not included in the list of device models that can be replaced, shown above;
b. if the malfunction is caused by improper or inappropriate use, as well as modification, modification, or strengthening of the device's power, or attempting such actions;
c. if you submit an application for a device whose serial numbers have been changed, become unreadable or deleted;
d. if the device was opened, modified or repaired not in accordance with Philip Morris instructions;
e. если устройство утеряно или украдено;
f. if there are external damages to the device that do not affect its functionality, including, among other things, cracks, scratches, dents, chips, abrasions, plastic damage and color change;
g. if the defect is caused by a fire, flood or natural disaster, war, act of terrorism or force majeure;
h. if the damage was caused by the use of a device with a product not intended for it;
i. если деревенность или продажание вызывный несоблюдением инструкций по окрасновние; or
etc. если деферамность выполнения дефектами и/или материал и/или и/или конструкция; In the case of such defects, consumer rights or a voluntary guarantee are applicable, which is additional and applies without prejudice to any other consumer rights and means of legal protection available in accordance with laws on the protection of consumers in the country of purchase.
24. Filing a notification about the elimination of accidental damage:
- For the replacement of your device to be approved, you must:
a. immediately, but in any case no later than 14 days after accidental damage to the device, send an application to Philip Morris Baltic by e-mail info@iqos.ee specifying the following information: (1) serial number of the device; (2) description of damage to the device, defect, description of cause of defect; (3) сообщение об облизованих; и (4) actions taken to detect problems in the device, as well as any measures taken to solve problems;
b. on request Philip Morris will present a confirmation of the purchase of its device; and
c. to observe any other rules established by Philip Morris for the return of goods. - You can also submit an application at any Q-store store or call the Customer Service Center at +372 800 2900 (in Estonia) and provide the information specified above.
- Your right to receive a replacement device is determined by Philip Morris in accordance with these Terms of Use. If you are entitled to receive a replacement device, it will be provided to you within 5 working days in one of the following ways:
a. Delivery to the point of sale. You can return the defective device to any Q-store store or any service point, where a new device will be provided to you. - You should not return Philip Morris products and accessories that are not subject to accidental damage protection. In case of dispatch of Philip Morris products, they will not be returned and will be destroyed;
- If you wish to exchange a damaged device in a country that is not the country of purchase, you must comply with all applicable laws and regulations regarding import and export, and you will also be responsible for paying all applicable customs duties, value added tax and other related taxes.
25. Other conditions
- Protection from accidental damage is not a insurance policy.
- Protection from accidental damage is currently provided free of charge.
Free international support service
26. Free international support is provided for the following devices and models: IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS ILUMA, IQOS ILUMA PRIME, IQOS ILUMA i, IQOS ILUMA i PRIME or their holders and charging devices; IQOS 3 MULTI, lil SOLID 2.0, lil SOLID Ez, IQOS ILUMA ONE, IQOS ILUMA i ONE.
27. Call the toll-free international number +800 2559 2559 or +41 21 547 88 88 (additional charges may apply in some countries) while traveling in foreign countries where Philip Morris, its affiliates or official partners sell IQOS. This service includes the assistance of experienced IQOS consultants in troubleshooting and, if necessary, replacing your device (i) in the event of accidental damage in accordance with the above conditions or (ii) in the event of a device defect that, when used in accordance with the operating instructions, may be caused by a defect in materials or manufacturing.
28. The amount of assistance, availability of devices, terms of technical service and delivery may differ depending on the country. This service does not affect your rights provided by law and manufacturer's warranty applicable in the country of purchase.
29. Restrictions on international support:
- The restrictions set forth in the section "Prevention of accidental damage" also apply to replacement after accidental damage in accordance with the conditions of international assistance.
- Ниже перечислены деферечности другие, при хороший другать не создравление мене по часове на прочение дектектов материал или магазины в ободность с инструкции по оксполнительности другие:
a. damage as a result of normal wear and tear;
b. внешние заказание (такие как чарапины, зазубрины, заказывание пластика и т. д.)
c. damage due to improper use, voltage surge, improper storage, contact with liquid or fire;
d. damage caused by using products not intended for this purpose;
e. malfunction or damage as a result of an attempt by the user or service provider not authorized by the manufacturer to open, modify and repair the device; or
f. malfunctions or damage resulting from non-compliance with operating instructions.
30. Submission of applications in accordance with conditions of international support
- You are obliged to:
a. Immediately submit a request to the Customer Support Center by phone +800 2559 2559 or +41 21 547 88 88 (additional mobile operator fees may apply) no later than 7 days after accidental damage to your device or its malfunction, which, when used in accordance with the operating instructions, may be caused by a defect in materials or manufacturing, together with the following information: (1) serial number of the device; (2) description of symptoms, problems or causes of damage to the device; (3) сообщение об облизованих; (4) actions taken to detect problems with the device, and any actions taken to eliminate problems;
b. on request Philip Morris will present a confirmation of the purchase of its device; и - Your right to receive a new device is determined by Philip Morris in accordance with these conditions. If this is the case, it will be provided to you in one of the following ways:
a. Delivery to point of sale. A defective device can be returned to the Q-store store or to any service point where a new device will be provided to you.
31. You will have to comply with the requirements of the applicable legislation in the import and export area, as well as pay all customs duties, added value tax and other applicable taxes and duties.
Your responsibilities
You consent to:
32. do not use protection from accidental damage and other services;
33. protect your account;
34. in case of replacement, the new device becomes your property, and the replaced device becomes the property of the company organizing the replacement;
35. не передавать, не пересылать и не divulging the delivery code in the post office to third parties, including persons under the age of 18, if you have chosen delivery in the post office; и
36. to comply with the requirements of applicable law.
Warranty and limitation of responsibility
37. Since protection from accidental damage is a possibility that Philip Morris provides voluntarily and free of charge, the service is provided "as is", without guarantees and obligations.
38. To the maximum extent permitted by law, Philip Morris is not responsible for committed violations (including negligent behavior or non-fulfillment of obligations), breach of contractual obligations, misleading, compensation for damages, as well as for direct damages, lost profits, lost revenue, lost income or savings, loss of business, loss of business reputation and/or similar losses, as well as lost or damaged data or information, чистых економических обытков или или одной обытков, свенных обытков, costs, damages, fees, or expenses arising as a result of using your services or applications. Philip Morris is not responsible for any of the above, even if you have notified Philip Morris of the possibility of such damage.
39. This section does not limit liability, which cannot be limited in accordance with the applicable legislation.
Other conditions
40. Full information about the processing of personal data that you provide to us is set out in our Privacy Policy, which can be found here .
41. These Terms are regulated by the Estonian Law. Any legal dispute shall be resolved by an exceptionally competent court of the city where the legal address of Philip Morris is registered.
42. If you have other questions, please contact us: write a personal message on Facebook or email: info@iqos.ee, or call the IQOS Customer Service Center on the free phone number 800 2900, or visit the nearest Q-store store.
Changes
43. We can update these conditions (and any additional conditions, including the Privacy Notice). We will notify you of changes if required by law.
Last update: 23 July 2025. Older versions of this document can be found here.