English
Powers conferred on consumers by law
The entrepreneur is liable under the Act on consumer rights to the buyer if the goods sold do not conform to a sales contract. If the goods are not in conformity with the contract, the buyer may submit a complaint to the entrepreneur and may request its repair or replacement and - under the conditions set out in the Consumer Rights Act, may submit a statement on price reduction or withdrawal from the contract. The seller is liable for any lack of conformity of the goods existing at the time of delivery and revealed within two years of that time unless the expiry date of the goods is longer as determined by the entrepreneur, his legal predecessors, or persons acting on their behalf.
How to make a complaint?
If you wish to make a claim on the basis that the goods are not in conformity with the contract, please contact our Customer Service Centre available 7 days a week from 8 a.m. to 10 p.m. Call 801 801 501 or 22 455 14 04. You can also send us an email: contact@iqos.com.
Your claim will be processed within 14 days of receipt.
Step-by-step complaint procedure
- Consumer contact and submitting a complaint via Customer Service Centre, email,
- Confirmation of the identity of the applicant and of the protections and entitlements under the law relating to the complaint,
- Consider the complaint within 14 days of receipt,
- Provide the consumer with a response to the complaint by email.
