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We cover your VEEV ONE device with a two year warranty.
Your warranty period depends on which country you bought your VEEV ONE device in. For example, in Switzerland, you'll get 2 years warranty from the day you buy your device. All you need to do is to keep your receipt or take a picture of it as proof of purchase.
Register your VEEV ONE device
If you bought your VEEV ONE device on our website, your device is automatically registered.
What the VEEV ONE warranty covers
The Philip Morris International entity listed under the heading of ‘Customer Care’, will at its option (but without affecting your statutory rights), repair or replace the VEEV ONE™ device which is defective in terms of material or workmanship when used in accordance with the associated VEEV ONE™ User Guide and which are subject to a valid voluntary warranty claim. If repair is not possible, replacement will be provided with a product or respective component of equivalent functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. The provisions of this warranty are only valid in the country of purchase.
What doesn't the VEEV ONE warranty cover?
The following are excluded from the terms of this warranty and do not qualify for a replacement:
- uninterrupted and error free functionality of the product;
- malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product;
- cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product;
- damage caused by misuse, power surge, improper handling, liquid contact or fire;
- malfunction due to use with non-compatible product, manufactured either by Philip Morris International or third party manufacturers;
- damage or malfunction caused by attempt to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer;
- damage or malfunction caused by failure to use as described in the associated VEEV ONE™ User Guide or in contravention of the firmware license agreement;
- product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*;
- product containing fully or partially non-genuine parts;
- product for which serial numbers have been removed or altered;
- any malfunction caused by your product not using the latest version of the firmware, unless these malfunction have occurred due to a defect in materials and workmanship. Note that in accordance with the terms of the firmware license agreement (which is available on the website above for your relevant market), the firmware is provided “as-is,” without any warranty;
*For more information about battery performance or available features for your product, please consult www.veev-vape.com.
How to make a claim
Even the highest-quality products can sometimes stop working, and we know how annoying it is when you can't use your VEEV ONE device.
Do you want to make a claim?
It's quick and easy: log into your account, go to ‘My devices’ and select ‘Diagnose a problem’.
You can also contact our Customer Care service,
available Monday to Friday from 8 am to 8 pm and Saturday from 9 am to 6 pm, and we will help troubleshoot any problems with your device.
If you didn't buy your device on our website, please have your proof of purchase ready. In absence of proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the VEEV ONE device components in question based on its own records.
In Store
Visit any of our IQOS boutiques or VEEV point of sale with after-sales service.
Phone
Want to speak to one of our VEEV support experts?
No problem: call us on 0800050000
Monday to Friday 8 am to 8 pm
Saturday 9 am to 6 pm
(except public holidays)
This product can harm your health and is highly addictive. Only for use by adults. The sale of nicotine products to persons under the age of 18 is prohibited. The distribution of nicotine products to persons under the age of 18 is prohibited. Offenders are subject to criminal prosecution.