CONSUMER PRIVACY NOTICE

We take the privacy of our consumers seriously. This notice tells you who we are, what information about you we collect, and what we do with it. We will process information about you only in accordance with applicable laws. Click on “find out more” in each section for further information.

This is a global notice and explains our general practices. Where local laws or regulations require that we process information differently, or refrain from such processing, we will always comply with applicable local law. For anything not contemplated by this notice, we may issue a supplemental notice. You should read any supplemental notice in conjunction with this notice.

In the section introduced as “What rights and options do you have?”, you can also find information about your rights.

Who are we?

We are Philip Morris Kuwait W.L.L (“PMK”) the authorized distributor of PMI products in Kuwait.

Our details (name, address, etc.) will have been given to you separately at the time of (or to confirm) the collection of information about you, for example, in a notice, on an app or a website, or in an e-mail containing a link to this notice. Please use these details if you wish to contact us in relation to the processing of your personal data.

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‘Philip Morris International or PMI means Philip Morris International, a leading international tobacco group headquartered in Lausanne, Switzerland. It is made up of a number of companies or “affiliates”.
PMI product: means a product of PMI or one of its affiliates.

How do we collect information about you?

We may collect information about you in various ways.

You may provide us with information directly (e.g. filling in a form, making a call to us, or uploading information to us via a mobile app).

We may collect information automatically when you interact with our systems or we communicate with you (e.g. when you use one app or website administered by us, or, where we use technologies to observe when you receive or open e-mails or receive SMS messages).

We may also collect information from third parties (e.g. publicly-available information, information on social media platforms such as Meta and X). For example, where permitted by law, we may infer information about you from aggregated information we acquire from third parties. By way of example, this may include statistical information about people in certain geographical areas.

In this notice, we refer to all the methods by which you are in contact with us as “Touchpoints”. Touchpoints include both physical touchpoints for example, retail outlets, (these include both retail outlets operated directly by us and third party retail outlets), events, (these include events arranged by us and third party events at which we are present with PMI products), consumer contact centres, and digital touchpoints (for example, apps, social media and websites).

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We may collect information that you provide directly. Typically, this will happen when you:

sign up to be a member of a databases operated by us (including loyalty programs), which will include performing age verification (this could be in person, via an app, or online, including AI analysis of your face);
request information about PMI products, which may include age recognition (this could be in person, via an app, or online, including AI analysis of your face);
purchase PMI products or services at a retail outlet;
download, or use, a digital Touchpoint operated by us (e.g. an app or a website);
contact us through a touchpoint, or by e-mail, social media or telephone;
register a device with us;
subscribe to a panel portal operated by us;
register to receive press releases, e-mail alerts, communications or other materials related to PMI products or our operations;
participate in surveys or (where permitted by law) competitions or promotions; or
engage with one of our sales representatives or attend an event that a PMI affiliate has organised.

We may collect information from an electronic device, if you choose to share the information with us. This may be shared with us through a direct connection to the internet, or via one the apps administered by us that you have downloaded.

We may collect information about you automatically. Typically, this will happen when you:

visit one of the outlets that we operate and that sells PMI products (for example, by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
attend an event that we have organised (for example, through purchases at the event or through sensors at the event that connect with mobile technology);
communicate with us (for example, through a touchpoint, or social media platforms);
use digital Touchpoints that we may operate, for example, through tracking mechanisms (such as cookies, web beacons/pixels and other tracking technologies such as device identifiers);
use third party websites (for example, using technology similar to that described in the bullet above);
make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products); or
are referred to us by another consumer of PMI products.

As mentioned above, we may collect information about you automatically through the use of cookies and similar tracking technologies if you agree to (or do not opt out of) their use when you visit the digital Touchpoints we operate. The specific cookies and other tracking technologies used will depend on the touchpoint in question. To learn about the mechanisms used on a particular Touchpoint, including how you can accept or refuse them, please see the information made available on, or through, that touchpoint. You should review the privacy notice of these providers to see how they process personal data about you. These mechanisms may include Google analytics cookies (see www.google.com/policies/privacy/partners/.)

We use these cookies and other tracking technologies to conduct digital personalized communication that is relevant to you, using various partners. This may involve matching the email addresses and mobile phone numbers that we hold for you with the email addresses of our communication partners, to show you the most relevant digital communication (where permitted by law). We only do this where you have given us consent (or have not opted out of data sharing according to applicable law). Sometimes we may also process information about you to build lookalike profiles. This allows us to generate similar audiences for prospective customers (who may have similar interests or demographics to you) through platforms like Google, based on data that the communication platform holds about other people. Usually this means sharing your email address with our communication partners.

In addition, where permitted by law, we may acquire information about you from third parties. This may include information shared with PMI affiliates, publicly available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and X), consumers lists and supplementary information acquired from third party agencies. For such data, we may act as an independent controller in certain cases, or a joint controller with the third party in relation to these processing activities.

Where you log in to your account using a social media account (e.g. Facebook, Google, etc.) we have no control or influence over the data that social networking site collects via that plugin or link. For more information, please consult the relevant data privacy notice of these third parties.

We may also collect information in other contexts made apparent to you at the time.

What information about you do we collect?

We may collect various types of information about you such as:

information about your orders, including information necessary to fulfil them
information necessary to provide warranty services
information about the referrals you make
information you give us in forms or surveys, and similar information that you give to third parties to be transferred to us
information about your location, where you choose to share it with us (for example, on your mobile phone)
information about your visits to our outlets or events (or outlets or events of others with whom we work)
information you give us in communications (e.g. letters, calls, chats, e-mails, SMS and instant messages)
information about your preferences and interests (including information that we infer from other information, for example from statistical information)
information necessary to verify your age such as identification documents or using AI analysis of your face
information generated by your electronic device (for example, IQOS), if you choose to share it with us
information about your experience of using PMI products and our services
statistical information about you (for example, statistical information about people in certain geographical areas)
information that may relate to adverse events (such as any unwanted health effect when using one of PMI products) when you report them to us
information about you that we acquire from third parties, where you agreed that the third party can share your data with others.

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Information that we collect from you directly will be apparent from the context in which you provide it. For example:

if you order a product from us through a Touchpoint, you provide your name, contact, billing details, payment methods, and the products you have chosen so that we can fulfil your order;
you may provide information on your product preferences, interests and experience so that we can offer you products and services that will interest you, and to improve PMI products and our services;
if you make an appointment to see us (or someone supporting PMI products or our services), we may collect your name and contact details;
we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image (either as a photograph or a video);
if you have downloaded one of the apps we administer, we may ask to use your location (even when the app is closed or not in use) for certain features. For example, the “find my IQOS” feature helps you find your device if lost, and it won’t work properly if you don’t share your location. We don’t keep the location data. It will only be used to allow these features and only if you agree to share this data by agreeing to the respective in-app disclosures;
if you communicate with one of our contact centres, you may give us information, for example about your experiences using PMI products and our services, to allow us to deal with your requests.

Information that we collect from an electronic device, if you choose to share the information to us. This may include, for a PMI electronic device, information about the device itself (such as holder serial number, charger serial number, firmware version, device errors).

Information that we collect automatically will generally concern:

details of your visit or call (such as time, date, and duration);
audio or video recordings (where permitted) of your calls or visits to Touchpoints, which we may transcribe to text format;
your visits to sales outlets or participation at events (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;
your use of digital Touchpoints we operate (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint, when you first open the touchpoint, for how long you use it, and how you interact with messages we send you or communication we show you); we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this;
your use of third-party websites, where the information collected will be similar to that described in the bullet above (we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this);
your mobile or desktop device and software (such as your IP address or unique device identifier (for example, mobile advertising identifier (MAID) or Android ID (SSAID)), location data (either your general location (derived from your IP address, in which case the information we have will be general, e.g. the town you are in), or your precise location (if you choose to share it with us for specified purposes, e.g. store locator)), device brand and model, the display settings of your monitor, web browser type, operating system, (some of which may be used in “digital fingerprinting” (see for what purposes we process information about you, below)) and details of any cookies (or similar technologies) that we may have stored on your device);
if you return your PMI electronic device to us, we may extract data from the device in order to check why that device has stopped working. If you take your device to one of our stores because it is faulty, we will only extract data where you agree to share the data it holds with us;
Where permitted by law, we may infer information about you from information about you that we already have. For example, we may analyse your interactions with us to conduct segmentation and profiling to improve PMI products and our services, customize our offers and communications to you, or we may use aggregated information about people in certain geographical areas, that we acquire from third parties, to infer your preferences.

Information that we collect from third parties will generally consist of publicly available information (such as your preferences, interests and experiences), for example from public social media posts.

For what purposes do we use information about you, and on what legal basis?

In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not process information about you for those purposes in that country.

Subject to the above, we process information about you for the following purposes:

To comply with regulatory obligations, such as verifying your age and status as a user of PMI products or to report data related to adverse events.
To (if applicable) lend or sell PMI products to you, including fulfilling your orders and processing your payments
To provide sales-related and product support services to you, including dealing with your inquiries and requests, and providing warranty and support services including personalized support and insights on the use of PMI products
To market PMI products and our services (where permitted by law), including administering loyalty programs and referral programs, product improvement, market research (including demonstrating fair practices in market research), developing commercial strategies, creating personalized offers and communications, administering communication campaigns, creating and executing targeted digital communication on websites that you visit or to build lookalike audiences to target prospective customers (who may have similar interests or demographics to you), customizing your interactions and experience with us, for example at outlets that sell PMI products, events, customizing the content of messages we send to you, communication we show you or interactions we have with you.
To understand whether you are still engaged with our communication and whether you wish to continue to receive it
For us or our business partners to inform you of potential opportunities in relation to PMI products
To enable you to use, and improve your experience of Touchpoints and PMI electronic devices
To support all the above, including administering your accounts, corresponding with you, managing your appointments with us or with someone supporting PMI products or our services (for example, regarding a new product, or after-sales service), customizing your experience of Touchpoints, fraud prevention (for example in the context of our promotions, competitions and surveys, to ensure that they are not taken more than once by the same person, or in the context of e-commerce to protect cardholder and account information), personnel training and quality control, and administration and troubleshooting
For business analytics, statistical or scientific purposes, including improving PMI products (for data collected from PMI electronic devices, this will apply if you have chosen to send the information to us for these purposes or if you return a device to us) and services, outlets and events, and the information that we (or our affiliates) provide to you
For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected

The legal basis for our use of information about you is one of the following (which we explain in more detail in the “find out more” section):

compliance with a legal obligation to which we are subject;
the performance of a contract to which you are a party;
a legitimate business interest that is not overridden by interests you have to protect your data;

where none of the above applies, or where the law requires it, your consent (which we will ask for before we process the information).

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The purposes for which we process information about you, with corresponding methods of collection and legal basis for use, are:

Purpose

Method of collection and legal basis for processing

Comply with regulatory obligations

· verify your age and status as a user of PMI products (depending on the country and on the Touchpoint, this can be a manual or an automated process; in some countries you will upload or give us access to your facial image (photograph/video), which will be reviewed by AI solutions to automatically determine your age (but without identifying you)).

· Report adverse events related to PMI products

This information is generally provided to us by you directly.

We use it because it is necessary for us to comply with a legal obligation to sell products only to adults and to monitor the safety of such products, or, in countries where there is no such legal obligation, because we have a legitimate business interest to sell PMI products only to adults and ensure the safety of such products that is not overridden by your interests, rights and freedoms to protect information about you.

Lend or sell PMI products

· fulfil your orders (including sending receipts)

· process your payments

· provide warranty and support services

This information is generally provided to us by you directly (typically, name, address, e-mail address, payment information).

We use it to discharge our contractual obligations to you as a buyer or borrower of PMI products.

Provide sales-related and product support services

· deal with your inquiries and requests, and information about your experience with PMI products and our services

· provide you with personalized support on device usage

· correspond with you

· general administration and troubleshooting

· administer loyalty programs

This information is generally provided to us by you directly but may be combined with information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and e-mails from us), and using similar technology to monitor your use of third party touchpoints; and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it because we have your consent to do this (these cases will be clear from the context); or we have a legitimate business interest in providing sales-related and product support services to our customers that is not overridden by your interests, rights and freedoms to protect information about you.

Market PMI products (where permitted by law)

· understand your preferences (such as what products or events may interest you or may be better tailored to your needs) and, where permitted by law, market to you personally

· understand whether you are still engaged with our communication and whether you wish to continue to receive it

· administer loyalty and referral programs

· invite you to participate in, and administer, surveys or market research campaigns

· for market research, and for demonstrating fair market research practices

· develop commercial strategies

· administer communication campaigns

· customize your experience of Touchpoints (for example, to personalize your visit, such as with greetings or suggestions that might interest you)

This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and electronic messages (e.g. e-mails and SMS) from us), and using similar technology to monitor your use of third party touchpoints to conduct targeted paid media and programmatic paid media to effectively reach and engage with you. Paid media involves purchasing space on publishing platforms such as social media platforms, search engines, and third party websites; and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it on the grounds that either:

· you have provided your consent to do this (these cases will be clear from the context); or

· we have a legitimate business interest to market PMI products, to operate Touchpoints, to customize your experience, and to understand whether you wish to continue to receive our communication that is not overridden by your interests, rights and freedoms to protect information about you.

Market PMI products (where permitted by law) (continued)

· provide you with information about and manage (if permissible) promotions, products and services, outlets, events and the regulation of PMI products

· customize your experience with us, for example with customized messages and offers we send you, or communication we show you

· allow us or our business partners to inform you of potential opportunities regarding PMI products or any regulatory changes that may affect our ability to provide you with certain products

· develop and improve tools to pursue these purposes

This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and electronic messages (e.g. e-mails and SMS) from us), and using similar technology to monitor your use of third party touchpoints; and (where permitted by law) information that we acquire from third parties (e.g. public social media posts, and statistical information).

We use it on the grounds that we have a legitimate business interest to market PMI products and our services that is not overridden by your interests, rights and freedoms to protect information about you.

In certain countries, where required by law, we will send you these materials in electronic format, and use these technologies, only with your consent.

Use of Touchpoints and PMI electronic devices

To enable you to use, and improve your experience and usage of, Touchpoints and PMI electronic devices

This information, if you choose to send it to us, will be sent to us either directly from the device’s own connection to the internet, via one of our apps that you may download, or via the various retailer touchpoints.

This may include information about the device itself (such as holder serial number, charger serial number, firmware version, device errors).

We use it because we have your consent to do this (these cases will be clear from the context) or because we have a legitimate business interest to provide you with support for Touchpoints and PMI electronic devices, which is not overridden by your interests, rights and freedoms to protect information about you.

Supporting our relationship with you

· administering your accounts

· enabling you to use Touchpoints (for example, allowing you to remain logged in to sections of a touchpoint that are reserved for authorized users only, administering your language preference, associating your shopping cart with you, enabling certain features of the Touchpoint, e.g. the “find my IQOS” feature (where you choose to share your location))

· corresponding with you

· managing your appointments with us or with someone supporting PMI products or our services (for example, regarding a new product, or after-sales service)

· enhancing your experience

· fraud prevention (for example in the context of our – if permissible - promotions, competitions and surveys, to ensure that they are not taken more than once by the same person, or in the context of e-commerce to protect cardholder or account information)

· personnel training and quality control (including using transcriptions of recordings of calls to contact centres to produce aggregated insights), and administration and troubleshooting

This will typically be a combination of information that you provide to us (typically, name, password (or equivalent)) and information that we collect automatically (for example, information about your device, and cookies and similar tracking technologies, and (where permitted) recordings of your calls (and transcriptions of those recordings) or visits to Touchpoints).

We use it on the grounds that correspond to the purpose for using the information that we are supporting. For example, where we administer your account to support a purchase or to provide after-sales service, we use the information to discharge our contractual obligations to you as a buyer of PMI products; where we administer your account to show you PMI products, we use it on the grounds that we have a legitimate business interest to market PMI products that is not overridden by your interests, rights and freedoms to protect information about you.

Business analytics and improvements

For business analytics, statistical or scientific purposes, including for improving PMI products (for data collected from electronic devices, this will apply only if you have chosen to share the information to us for these purposes or return a faulty device), services, outlets that sell PMI products, events, PMI digital touchpoints and the information that we (or our affiliates) provide to our customers

This will typically be a combination of information that you provide to us (such as information from your communications with Touchpoints; or demographic information, e.g. your age, gender and the city where you live); information that we collect from your electronic device (which, for PMI electronic devices, will include information about your electronic device); information that we collect automatically; and (where permitted by law) information that we acquire from third parties. Where we have more than one type of data from these categories, we may combine them to improve our analysis.

We use it because we have your consent to do this (these cases will be clear from the context); or because we have a legitimate business interest to analyze and to improve our business performance, PMI products, Touchpoints, outlets and events, that is not overridden by interests, rights and freedoms to protect information about you.

Where we do not base our use of information about you on one of the above legal bases, or where law requires it, we will ask for your consent before we process the information (these cases will be clear from the context).

Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.

Do we use Artificial Intelligence (AI) and Machine Learning (ML)?

We may use artificial intelligence (AI) features to enhance your consumer experience. By way of example, the consumer portal may include a conversational chatbot supported by AI features that answers frequently asked questions and assists you with navigating the portal. The chatbot can help you search for products, manage your account, and provide support.

Additionally, we may use AI features, such as machine learning and statistical algorithms, to support the analysis of your behaviors and interactions with Touchpoints and conduct segmentation and profiling, where permitted by law. This helps us understand and enhance your experience, improve PMI products and our services and tailor them to provide you a personalized experience. By way of example, these AI features analyze various data points, such as purchase history, browsing behavior, and demographic information, to determine, based on similarities between consumers’ patterns and behaviors, which segment you may belong to and allow our teams (human intervention) to use this information to undertake relevant and personalized actions that are most relevant to you.

We may also use AI capabilities to assist us in preventing fraudulent actions. Other uses of AI features may be applied to assist you to conduct technical diagnostics, including firmware updates, regarding your device when you approach us in one of our touchpoints.

Lastly, we may also use AI features in our interactions with you to support customer care services, improve their efficiency (including your satisfaction with these services) and quality reviews of customer care interactions. This helps us to measure your customer experience, provide the best possible customer care support and identify areas for improvement. For example, by analyzing such interactions, we can better understand common issues and trends, leading to higher customer service and satisfaction.

Who do we share your information with, and for what purposes?

We may share information about you with:

PMI affiliates;
third parties who provide PMI affiliates or you with products or services;
PMI affiliates’ carefully selected business partners (in areas connected with PMI products) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
other third parties, where required or permitted by law.

We share information about you with others only in accordance with applicable laws. Thus, where the law requires your consent, we will ask for it before sharing your data.

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Sharing data with PMI affiliates

Information about you will be shared with Philip Morris Products S.A. (based in Lausanne, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris Products S.A. processes the information about you for the purposes described in this notice as a data controller, for example to improve PMI products and our services.
Information about you will be shared with the PMI affiliate established in the country in which you live for the purposes described in this notice.
Information about you will be shared with the PMI affiliate responsible for overseeing the operations in the country we operate (and from which we have collected your personal information).
Information about you may be shared with other PMI affiliates that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our services to you.

Details of PMI affiliates and the countries in which they are established are available here.

Sharing data with Third Parties

To the extent permitted by applicable law, we may share information about you with third parties who provide us, PMI affiliates or you with products or services (such as payment service providers, delivery providers, retailers, market research agencies, product demonstrators, advisers, information services providers and age verification providers).
To the extent permitted by applicable law, we may share information about you with carefully selected third party business partners (in line with the kind of thing you might associate with PMI products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.
We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organisational restructuring.

Where might information about you be sent?

We transfer information globally to PMI affiliates and and to our service providers and, as applicable, PMI affiliate’s service providers. Your data may therefore be transferred to other countries as part of our standard operations. Whenever we transfer your data abroad, we will limit access to your data only to those who need to see it, process your data in accordance with our internal data protection standards, protect it appropriately and only transfer information in compliance with applicable data privacy laws. When data is transferred, we will require the receiving party to keep your data confidential, delete it when it is no longer required and act in accordance with this privacy notice. Accordingly, information about you may be transferred outside of your jurisdiction. For example, if you live in the EEA, UK, Australia or Japan, your data may be processed in another country.

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When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.

In all cases, appropriate security measures and safeguards for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.

How do we protect information about you?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. However, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we use reasonable means to protect your information, we cannot guarantee its absolute security or confidentiality.

Where we have given you (or where you have chosen) a password which enables you to access any portal or account, you are responsible for keeping this password confidential. We ask you not to share your password(s) with anyone.

If you suspect any misuse or loss of or unauthorised access to your personal information, please let us know immediately. Please raise your concern by contacting us and we will investigate the matter and update you as soon as possible on next steps.

How long will information about you be kept?

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected in accordance with our internal data retention standards. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

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Typically, we retain data based on the criteria described in the table below. Where these periods conflict with legal obligations, for example, for tax and accounting purposes, to either retain the information for a set minimum period of time, or to delete it after a set maximum period of time, we apply those set periods instead.

Type	Explanation/typical retention criteria
sending communications to you or targeting communications at you (if you use digital Touchpoints and are contactable)	Most of the information in your communication profile is kept for the duration of our relationship with you; for example, while you continue to use digital Touchpoints, or respond to our communications. However, some elements of your communication profile, such as records of how we interact with you, naturally date and may be inaccurate after a period of time, so we delete them automatically after defined periods (typically 3 years) as appropriate for the purpose for which we collected them.
sending communications to you or targeting communications at you (if you are no longer in contact with us)	If we don’t have any contact with you for a long period (typically 3 years), we will stop sending you communications and typically data are deleted or anonymised. This will happen, for example, if you do not click through to an invitation to an event, log on to a digital Touchpoint, or contact customer care, during that 3 year period. The reason is that in these circumstances, we assume you would prefer not to receive communications from us.
sending communications to you or targeting communications at you (if you are not contactable)	If you have registered to receive communications, but the contact information no longer works, we will retain your details for a period of time (typically 1 year) to allow you to return and correct it.
sending communications to you or targeting communications at you (incomplete registrations)	If you commence registering yourself in a database, but do not complete the process (for example, if you do not complete the age verification process, or you do not accept the Touchpoint’s terms of use), we will retain your details (to allow you to return and complete the process) for up to 30 days, depending on the type of information that is missing.
market research	If you are not registered with us for other purposes (e.g. receiving communications, warranty, customer care), and we use publicly available information about you in order to understand the market or your preferences, we will retain information about you for a short period of time in order to perform the particular market research activity. If we collect information about you in other market research contexts, we will retain that information: for the purposes of the individual item of market research for the period reasonably required (typically no longer than 1 year); and for the purposes of demonstrating fair practices, for so long as we need to be able to demonstrate that, and we will regularly review whether that purpose has been achieved to determine whether the retention is still required.
purchases, loyalty transactions and warranty	If you purchase goods or perform a loyalty transaction, we will retain details of this for so long as required to complete the sale, and to comply with any legal obligations (for example, for tax and accounting record-keeping purposes and fraud-prevention purposes). If you also register for a warranty for a device, we will retain details of this for so long as relevant to the warranty period.
customer care	If you contact customer care, we will maintain a record of the interaction (including details of your enquiry and our response) and retain it while it remains relevant to our relationship, for example if you need us to replace a device under warranty, or if your recent enquiries are relevant. Temporary records (for example, an automated recording of a telephone call in which you ask us to direct you to a retail outlet) may be relevant only until more permanent records are made and will be retained only temporarily.
system audit and fraud prevention	System audit logs are retained typically for a period of up to 6 months for system recovery and for up to 10 years for fraud prevention.
business analytics	We keep most business analytics data for the duration of our relationship with you as described in the first line of the table above. However, some elements of it, such as some device information (if you choose to share it with us), naturally go out of date after a period of time, so we delete this automatically after defined periods as appropriate for the purpose for which we collected them.
device data	We keep data collected from your device (should you choose to share it with us or return a faulty device to us) for various periods, according to the purposes for which we use it: product improvement: 5 years (or earlier if you delete your profile) business analytics: 5 years (or earlier if you delete your profile) device care including device diagnostics and upgrades: 5 years demonstrating fair treatment of a consumer: 10 years
age verification	The details you submitted for us to verify your age are deleted once we have completed the process of verification. We operate several processes for doing this and the retention period varies according to the process that is followed, from a few minutes to six months. We also keep some details separately, for fraud prevention purposes – see above.
age recognition using AI (this may be used if you request information about PMI products)	Your image is deleted immediately following the analysis which only takes a few seconds.

What rights and options do you have?

You may have some or all of the following rights in respect of information about you that we hold:

request us to give you access to it;
request us to rectify it, update it, or erase it;
request us to restrict our using it, in certain circumstances;
object to our using it, in certain circumstances;
withdraw your consent to our using it;
data portability, in certain circumstances;
opt out from our using it for direct communication; and
lodge a complaint with the supervisory authority in your country (if there is one).

We offer you easy ways to exercise these rights, such as “unsubscribe” links, or giving you a contact address, in messages you receive.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.

FIND OUT MORE

The rights you have depend on the laws of your country. If you are in the UK, European Economic Area and Switzerland, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more or look at the specific section for your country below.

Right in respect of the information about you that we hold	Further detail (note: certain legal limits to all these rights apply)
to request us to give you access to it	This is confirmation of: · whether or not we process information about you; · our name and contact details; · the purpose of the processing; · the categories of information concerned; · the categories of persons with whom we share the information and, where any person is outside the UK, EEA and Switzerland and does not benefit from a European Commission adequacy decision, the appropriate safeguards for protecting the information; · (if we have it) the source of the information, if we did not collect it from you; · (to the extent we do any, which will have been brought to your attention) the existence of automated decision-making, including profiling, that produces legal effects concerning you, or significantly affects you in a similar way, and information about the logic involved, as well as the significance and the envisaged consequences of such processing for you; and · the criteria for determining the period for which we will store the information. On your request we will provide you with a copy of the information about you that we use (provided this does not affect the rights and freedoms of others).
to request us to rectify or update it	This applies if the information we hold is inaccurate or incomplete.
to request us to erase it and in some cases an extension of this right, the right to be forgotten	This applies if: · the information we hold is no longer necessary in relation to the purposes for which we use it; · we use the information on the basis of your consent and you withdraw your consent (in this case, we will remember not to contact you again, unless you tell us you want us to delete all information about you in which case we will respect your wishes); · we use the information on the basis of legitimate interest and we find that, following your objection, we do not have an overriding interest in continuing to use it; · the information was unlawfully obtained or used; or · to comply with a legal obligation.
to request us to restrict our processing of it	This right applies, temporarily while we look into your case, if you: · contest the accuracy of the information we use; or · have objected to our using the information on the basis of legitimate interest (if you make use of your right in these cases, we will tell you before we use the information again). This right applies also if: · our use is unlawful and you oppose the erasure of the data; or · we no longer need the data, but you require it to establish a legal case.
to object to our processing it	You have two rights here: (i) if we process information about you for direct communication: you can “opt out” (without the need to justify it) and we will comply with your request; and (ii) if we process information about you on the basis of legitimate interest for purposes other than direct communication, you can object to our using it for those purposes, giving an explanation of your particular situation, and we will consider your objection.
to withdraw your consent to our using it	This applies if the legal basis on which we use the information about you is consent. These cases will be clear from the context (for example, if you gave your consent using the preference center in one of our apps, you can withdraw your consent by turning off the corresponding toggle).
to challenge certain automated decisions	If we make a decision based solely on automated processing, and that decision produces legal effects concerning you or significantly affects you, you have a right to contest the decision, to request us to have a human review of that decision, and to express your point of view. This right does not apply if: (i) you gave your consent to the decision beforehand; (ii) that use of information about you is necessary for entering into; or the performance of, a contract between you and us; or (iii) it is authorized by law. As mentioned above, these decisions will be drawn to your attention at the time, together with information about the logic involved in the decision, as well as the significance and the envisaged consequences for you of such use of information about you.
to data portability	If: (i) you have provided data to us; and (ii) we use that data, by automated means, and on the basis either of your consent, or on the basis of discharging our contractual obligations to you, then you have the right to receive the data back from us in a commonly used format, and the right to require us to transmit the data to someone else if it is technically feasible for us to do so.
to lodge a complaint with the supervisory authority in your country	If you have any complaint, we will welcome the opportunity to resolve it for you directly. Please consider contacting us via the contact details linked at the start of this notice before contacting a supervisory authority. If you do wish to contact a supervisory authority, please consult the website of your country’s authority. If you are unsure who your jurisdiction’s supervisory authority is, please contact us for further details.

Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, please contact contact.kw@iqos.com - 22205547. Contact details will also be given in any communications we send you.

If your country has a data protection authority, you have a right to contact it with any questions or concerns.

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. Where the law requires it, we will notify you of the changes; further, where the law requires it, we will also obtain your consent to the changes.

Last modified July 1, 2025.

Terms of use

for IQOS website

Last updated: 28 September 2020

Introduction

Welcome to the www.iqos.com ("Website"), a web site administered by Philip Morris Kuwait W.L.L (referred to as "we" or "us" in these Terms of Use).

How do you accept these terms? If you use the Website, you accept these terms of use (“Terms”). These are important provisions relating to your use of the Website: you should read them before using the Website as they are binding on you.

Limits of liability: By using the Website, you accept certain limits of liability, which we explain throughout these Terms. In summary: you use the Website at your own risk; we do not assume any liability, or make any warranties (express or implied) with respect to it or your use of it.

Use of tobacco products: Philip Morris International (“PMI”) products are designed for adult smokers only. PMI products contain nicotine which is a highly addictive substance. Nicotine-containing products should not be used by pregnant or breastfeeding women or persons in ill health. PMI products are not for sale or use by those who are below the legal age required to purchase tobacco which under the laws of the State of Kuwait is 21 years of age. Whilst PMI products are made to high standards, you acknowledge that you use the products at your own risk. IQOS IS NOT RISK FREE AND THE BEST WAY TO REDUCE TOBACCO RELATED HEALTH RISKS IS TO QUIT TOBACCO USE ALTOGETHER.

IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT USE THE WEBSITE.

Further terms: If you wish to use certain sections of this Website or take advantage of any promotions offered to you through it by the entity selling products on the Website, that may be subject to other terms and notices. If this is the case, this will be brought to your attention and in some situations you may be required to read and confirm your acceptance of any such items before continuing.

Changes to these Terms: We may amend these Terms from time to time. If we do, we will notify you of such changes. If you then continue to use the Website, your use will mean you accept the updated Terms. The date at the top of this page shows when these Terms were last updated.

Use of the Website

The Website is intended to be used by adult tobacco users aged 21 and above who want to continue to use tobacco products (“Intended User”), and who reside in the State of Kuwait. If you do not meet these requirements, you must not use the Website.

To set up an account for the Website, you must give us some personal information to enable us to verify your eligibility to use it. Typically, this may be smoking status, name, age, country of residence and e-mail address/telephone number. We will hold this in accordance with our Privacy Notice (see the “Privacy and Cookies” section below for more information.) Every user can set up one unique account and for this reason, one mobile phone number and e-mail address can only be associated with one account.

It’s important for you to provide us with accurate, complete and up-to-date information for your account. You agree to keep it accurate, complete and up-to-date. You agree that you won’t disclose your account password to anyone. You’re responsible for all activities that occur under your account, whether or not you know about them.

You may not use anyone else’s password or account. You may not attempt to gain unauthorized access to the Website. Should you attempt to do so, assist others to do so, or distribute instructions, software or tools for that purpose, we will close your account. If anyone other than you uses your account, we may suspend or terminate your account (see the section entitled “Modification and suspension of the Website” below). You must promptly notify us of any unauthorized use of your username, password or other account information, or of any other breach of security of which you become aware that involves your account or the Website.

Modification and suspension of the Website

We reserve the right to modify, suspend, or terminate operation of or access to the Website, or any portion of it, at our discretion. For example, we may terminate operation of the Website for users if we have reason to believe that the Website is being used by someone who is not an Intended User.

We may also update the Website and change the content at any time. Although we make reasonable efforts to update the information on the Website, note that any content on it may be out of date at any given time, and we are under no obligation to update it.

We may also interrupt the regular operation of the Website, or any portion of it, as necessary to perform routine or non-routine maintenance, to correct errors, or to make other changes.

Use of the Website and Materials

The Website and all its contents (including messages posted on the forum, software, files, graphics, data, images and other material) (“Material”) are the exclusive property of us, our affiliates, or our licensors (or any combination of the foregoing), and are protected by laws of the State of Kuwait as well as in other countries.

All intellectual property rights in the Material are reserved by us or our licensors. You may not use, modify, copy, reproduce, republish, upload, post, transmit, distribute, sell, license, rent, publicly display or perform, broadcast, edit, adapt or create a derivative work of, or reverse engineer, in any manner, any part of the Website or any Material.

The Website and the Material are provided solely for your personal, private use. You may not use them for any other purposes (for example, you may not use them for business or commercial purposes). Note the paragraph on “Limit of Liability” below.

Linking

The Website may include links to third party websites. These links are provided for your convenience only. As we have no control over such websites, and we do not review them, please note that:

we do not endorse them, we are not responsible for them, and we make no promise in relation to them: in particular we are not responsible for the terms on which such websites are made available or their privacy practices, their availability, their content, advertising, products, or other materials, services or information on or available from them; and
if you access any such websites, you do so at your own risk, and you hereby confirm, irrevocably, that we are not liable, at any time, for your use of the links or any results of such use.

You may not frame, link or deep-link to the Website to any other website.

Privacy and cookies

To the extent that in the Website we collect any personal information about you, we will collect and process it in accordance with our Privacy Notice. Please read it to find out more about what personal information we collect about you, how we use it, with whom we share it, how we protect it, your rights and how you can exercise them.

Opting-in to receive communications from us. When you register with us, you have the option to decide whether you want to receive communications from us about IQOS. By providing your consent, you agree that you do not object to us contacting you for any of the purposes set out in our Privacy Policy whether by telephone, SMS, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under applicable legislation.

Opting out of receiving communications from us. You can opt-out of receiving communications from us at any time by using the unsubscribe option at the bottom of each email we send to you. Alternatively, you can opt-out by contacting IQOS Customer Care. Please note that by unsubscribing you unsubscribe from all methods of communication.

This Website also uses cookies and similar technologies to collect certain visitor information automatically. To learn more about such technologies (including Google analytics cookies), how we use them, and how you can accept or refuse them, please see the Cookie Preferences.

You should review our Privacy Notice and Cookie Preferences before using the Website and, like these Terms, we may change them at any time.

Disclaimer

Although we do our best to provide an informative Website that you will enjoy using, unless where we have expressly set out to the contrary in these Terms, the Website is made available to you on an “as is” basis. Also:

it is your responsibility – not ours – to ensure that the Website is suitable for your intended purposes when you use it;
we accept no liability to you in respect of the Website (subject to the paragraph on “Limit of Liability” below); and
we accept no liability as to the suitability or fitness of the Website in meeting your needs and, to the fullest extent permitted by law, we exclude all express or implied promises and warranties, including:
- that the Website, or any content contained in or delivered via the Website or otherwise made available in connection with the Website, is accurate, complete, timely, up-to-date, suitable, or will operate in an error-free manner;
- that access to the Website will be uninterrupted, or error-free; and
- that the Website, or the computer systems from which the Website is made available, are free of viruses or other harmful components.

Limit of Liability

We do not exclude or limit liability that cannot be excluded or limited by law, liability for death or personal injury caused by our negligence, or liability arising out of our fraudulent misrepresentation or gross negligence.

We will not be liable to you for any loss or damage arising out of your use of the Website in breach of these terms, or caused by technologically harmful material or actions (such a virus or a distributed denial-of-service attack) that may affect your computer equipment, computer programs, data or other material in connection with your use of our Website or on any website linked to it.

You acknowledge and agree that the operation of the Website is dependent upon the proper and effective functioning of the internet and other third party equipment and services (including your own device or web browser), and that we do not guarantee, and will not be liable for, these in any way.

We will not be liable for any special, indirect, punitive or consequential losses or damages, or any loss of data, profits, revenues, business, or goodwill.

If you cause a technical disruption of the Website or the systems transmitting the Website to you or others, you agree to be responsible for all losses, liabilities, expenses, damages and costs, including reasonable attorneys’ fees and court costs, arising or resulting from that disruption.

Jurisdiction and Governing Law

The laws of the State of Kuwait govern these Terms and your use of the Website. You irrevocably consent to the exclusive jurisdiction of the courts of Kuwait, for any action to enforce these Terms.

Other important rights that we have under these Terms

We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our right to enforce any such obligations or rights against you, or that you do not have to comply with those obligations. If we do decide to waive our right to enforce a default or breach of these Terms by you, we will do so only in writing.

Each of the paragraphs of these Terms operates separately. This means that if any court or relevant authority decides that any of them are unlawful, illegal, or unenforceable, the remaining paragraphs will remain in full force and effect.

These Terms are not intended to give rights to anyone except you and us.

How to Contact Us

Please contact us at contact.kw@iqos.com if:

you believe that the Website infringes your intellectual property rights, or that it contains content that is illegal, offensive, or infringes your or a third party’s rights; or
for any questions you may have about these Terms or the Website.

TERMS OF SALE

Definitions

TERMS OF SALE ("Terms")

What these Terms cover. These are the Terms on which we supply our products to you, whether these are goods, services or digital content.

Why you should read them. Please read these Terms carefully before you purchase our Products. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between you and us, what to do if there is a problem and other important information. We recommend that you keep a copy of these Terms for your future reference. By placing an order with us online via this Website, you agree to be bound by these Terms. If you do not agree to be bound by these Terms, do not purchase our Products.

If you need to contact us about these Terms. Before you place an order, if you have any questions relating to these Terms please contact the IQOS Customer Care team by using the online chat tool on the Website, or by telephone on 222 055 47 – available 7 days a week, 9am - 7pm. All calls to IQOS Customer Care can be made free of charge from Kuwait landlines and mobiles. Inbound and outbound calls may be recorded for quality monitoring and training purposes.

Definitions. The following terms shall have the meaning assigned to them below:

"Terms" means these terms and conditions together with any terms and conditions in the Product Description.
"Product" means any of our products displayed for sale on this Website.
"Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided.
"Users" means the users of this Website collectively.
"Personal Information" means the details provided by you to us, when you place an order for Products.
"We", "us" and "our" means Al-Waseel Consumer Commodities Company, with its registered offices at Al-Salhiya, Salah El-Din Street, Abdul-Aziz Building No.3, 13006 Safat, State of Kuwait.
"Website/s" means this Website located at kw.iqos.com and any subsequent URL which may replace it.
"Cookies" means small text files which our Websites place on your computer’s hard drive to store information about you and to identify your computer.
"You" means an individual customer or user of this Website.

Products

USE OF OUR PRODUCTS

We offer our Products for sale as alternatives to smoking. Our Products are not risk-free and contain nicotine which is a highly addictive substance. Nicotine-containing Products should not be used by pregnant or breastfeeding women or persons in ill health. Only users of tobacco products aged 21 years and over and residing in the State of Kuwait may purchase Products on kw.iqos.com. By registering on and using kw.iqos.com, each user must confirm that he or she is at least 21 years of age. When you order Products, you are responsible for ensuring that Products are not used by minors. We reserve the right to modify offerings for Products at any time and to permanently discontinue certain Products. Whilst we ensure our Products are made to high standards, you acknowledge and accept that you use our Products at your own risk.

DESCRIPTION OF PRODUCTS

There may be additional Terms you need to be aware of. Each Product purchased is sold subject to its Product Description which may set out additional Terms related to that Product.
What you need to know about Product Descriptions on this Website. We will take all reasonable care to ensure that all descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our order acceptance policy. We reserve the right to cancel an order up to the point of dispatch if we have made an error in pricing. If this happens, we’ll refund you any amounts paid.

Orders and cancelling

PLACING AN ORDER

Orders from outside of State of Kuwait. We only sell to customers in Kuwait. We do not accept orders from, or deliver to, any location outside Kuwait.

How you can place an order. To order Products, registration and opening a password protected customer account are required. You must have reached at least 21 years of age to do so. You are required to enter your personal information truthfully and to keep your password strictly confidential to ensure it does not fall into the hands of any third party. Any disclosure to third parties of your password or any other access info for the Website is prohibited. You are obligated to accept these Terms before placing any order. You can place an order via kw.iqos.com. We accept payment by credit and debit card. In order to comply with the law we are required to verify that you are of the legal age of 21 or over before we can deliver an order.

How we will accept your order. When you place an order for Products, kw.iqos.com will send you a confirmation e-mail with the details of your order and confirmation that we accept your offer. From that moment, you have entered into the contract of sale. You are responsible for updating your address before placing any order. If these Terms are not met when using kw.iqos.com, we reserve the right to cancel your order and request the entity operating the Website to bar your access to the Website by terminating your user account without notice.

Where we may not accept your order. We reserve the right to refuse or cancel your order at any time for any reason.

Maximum order. Unless otherwise mentioned on kw.iqos.com, each customer residing in Kuwait may order a maximum of five IQOS devices (device includes the IQOS ILUMA devices or IQOS ILUMA Starter Kits) under transactions of one account on kw.iqos.com. Other Products available for placing an order via kw.iqos.com are not subject to a maximum order limit. We may modify the maximum amount of Products specified above at any time at our discretion.

Product availability. We make every effort to provide the best availability of Products offered on kw.iqos.com. However, if a product is no longer available once an order is placed, you will receive a message from kw.iqos.com informing you that your order will be delayed or canceled in part or in full. If delayed, you have the option to cancel your order by contacting our IQOS Customer Care team via the channels listed on the Contact page. Nevertheless, we reserve the right to replace an item that is no longer available with another item of the same type (e.g. a different color). In this case, you will still have the option to cancel your order if you do not want this change.

Resale. Resale of Products purchased on kw.iqos.com is strictly prohibited.

Pricing. All prices posted on kw.iqos.com include VAT at the rate in effect. Prices posted at the time the order is placed are valid.

Payment. You may pay by credit card or debit card (Visa, MasterCard or Mada Card). Your account will be debited as soon as the order is confirmed. Upon confirmation of the order, you may not be reimbursed unless you meet the conditions of the "Your right to cancel" clause below.
We reserve the right not to offer certain payment methods and to refer to other available payment methods. In this case, we are not required to specify the reasons for our decision.
You will receive a digital copy of the invoice via email after the shipment has been successfully delivered. If you require a printed copy of the invoice, this can be obtained by contacting our call center, and the invoice can be manually printed and delivered to you.
We use Secure Socket Layer (SSL) encryption and other certified encryption technologies and systems to ensure the security of users' personal data.

YOUR RIGHT TO CANCEL

Your 14-day right to cancel if you change your mind. By law, you are entitled to cancel your online order within 14 days after you receive your order by contacting our IQOS Customer Care team via the channels listed on the Contact Us page. You must return the Products in the original packaging. Returns of individual products purchased as part of a bundle are not permitted. Consumable products such as HEETS/ TEREA, which are not suitable for return for reasons of hygiene, are not subject to returns or refunds. For faulty Products, please see our Warranty section below or contact IQOS Customer Care.
Don’t use the products if you intend to return them. If you wish to exercise your cancellation right, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order. The clear wrapper or the stickers on the Products should not be teared or tampered with in any manner if you wish to exercise your cancellation right.
How you can cancel. To exercise the right to cancel, you must inform us of your decision to cancel your contract by notifying IQOS Customer Care team and providing your order details, including your name, address, details of the order you wish to cancel and, where applicable, your telephone number and email address. To cancel your order, contact IQOS Customer Care and provide the order details.
We will attempt to reimburse you using the same payment method that you used to pay for the items as soon as possible after we receive your cancellation notice, provided that we have received the returned items or proof that you have returned them within no more than 14 days after you receive the order. The time period for reimbursement depends on transactions of the payment service providers and banks and it may differ from one provider to another. Another payment method may be used to reimburse you if you give us your consent. In any case, you will not incur additional charges.
We guarantee reimbursement for any item returned in accordance with this "Your right to cancel" clause, provided that all items are returned in the same condition in which you received them. This means that Products must be in their original packaging and must not have been used or damaged.

Delivery and returns

DELIVERY

Delivery duration: Once we accept your order, we will dispatch your item(s) and aim to deliver it/ them within up to 3 working days depending on your location, order date, and time. You will receive an email confirmation once your order has been dispatched. Delivery is limited to the State of Kuwait only.
Delivery schedules and delivery times are not guaranteed and may vary. You will not be compensated for delivery delays. You may not choose a specific delivery time or demand delivery on a specific day. The delivery duration provided under these Terms applies to the first attempt of delivery only.

Delivery restrictions. We require a person over the age of 21 to sign for the delivery following verification of age through official ID check. Without this, we cannot complete the delivery and your order may be cancelled. Our customer service team will contact you to create a new order if the delivery is unsuccessful. We will only attempt three times to deliver the Products to you. The order will be cancelled in case the delivery is not successful after three attempts. Delivery timings may change. If your order is delayed, we’ll keep you updated with a new estimated time of arrival. If delivery is delayed by more than 15 days, you may contact us to cancel the order and we will provide you with a refund.

Delivery charges. We offer free delivery for orders worth 8 KWD or more. For orders under 8 KWD, a delivery charge of 2 KWD applies. We may change the values specified above at any time.

WARRANTY

Warranty against faulty hardware. Our Products are manufactured to a high standard and we do our best to make sure everything works perfectly so that you have the best possible experience with our Products. All new devices and electrical accessories purchased directly from us online come with a 12 month warranty. Ensure your device is linked to your account at kw.iqos.com so your warranty details are always available. If you and/or your device are not registered, you will need to provide proof of purchase in order to claim your warranty.

What does the warranty not cover? Due to the nature of the product, this warranty does not apply to consumable products such as HEETS/ TEREA. Our guarantees provide cover against faults and breakage during normal use. This means that if your Product develops a fault during the guarantee period in accordance with the warranty documents, we'll arrange for it to be repaired or replaced free of charge.

How does the warranty work? The warranty provides cover against faults. During the warranty period, if your device or electrical accessory stops working properly or is faulty, we’ll arrange for the Product to be repaired or replaced free.

If you believe that your IQOS Products are faulty please contact IQOS Customer Care. We will perform a diagnostic with you over the phone or in person to identify the fault and if necessary we will provide a replacement. If you are registered and your device is linked to your account, your warranty details will be available and no proof of purchase is required, if you and or your device are not registered you will need to provide proof of purchase before a replacement can be considered.
If no equivalent product is available we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your own cost.
What’s not included? There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:

Accidental damage, for example if your product has been dropped
Consumables such as HEETS/ TEREA
If the product has been used commercially or for business purposes
Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected
Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
Products that have been tampered with or serviced by a non-IQOS approved retailer
Deliberate damage or neglect of the product

Please note that our warranty only applies to products purchased in Kuwait. The rights conveyed under this warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in Kuwait.

General terms

PERSONAL INFORMATION

How we look after your information. When you place an order over the telephone or on the Website, we may ask to collect certain Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections and a password ("Personal Information"). Credit cards and other payments are handled by a third party and we don’t retain payment information. We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below).

Our obligation to disclose your information. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.

Accuracy of your information. You warrant that the Personal Information which you provide to us on the Website is true, accurate, current and complete in all respects. You should notify us promptly of any changes to your Personal Information by updating your details whilst logged in to our Website, or by contacting the IQOS Customer Care team. We are committed to upholding both our legal and social obligations as a retailer of tobacco products. To achieve this we have a number of control checks throughout the purchase and physical distribution process. In accepting these Terms, you agree to provide us with truthful and accurate information.

COMPLIANCE WITH LAWS

You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

LIABILITY

We use reasonable endeavors to verify the accuracy of any information we place on the Website. However we make no warranties, whether express or implied in relation to its accuracy. The information is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your cancellation rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Terms.
Once products have been delivered, we accept no responsibility in the event of theft or misuse of the products. It is your responsibility to ensure that the products are used by persons aged 21 or over.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of any order you place and any related payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Websites.

SEVERANCE

If any part of the Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.

WAIVER

No waiver by us shall be construed as a waiver of any prior or following breach of any provision of these Terms.

SURVIVAL

Each provision of the Terms shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

ENTIRE AGREEMENT

These Terms govern our relationship with you. We will communicate any substantive changes to these Terms to you so that you have the opportunity to review the changes. Your statutory rights are not affected by these Terms. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation.

LAW & JURISDICTION

These Terms shall be governed by and construed in accordance with the laws of Kuwait. You irrevocably submit to the exclusive jurisdiction of the courts of Kuwait for disputes arising from or related to these Terms

Terms and Conditions

These terms and conditions (“Terms”) govern your use of the Registration voucher code (“Voucher”)

First-time Registration gives IQOS registered customers voucher redeemable on the purchase price of your very first IQOS device (Currently redeemable on IQOS ILUMA i PRIME, IQOS ILUMA i, IQOS ILUMA PRIME, IQOS ILUMA, or IQOS ILUMA ONE) upon successful registration of your details on IQOS.com or with an IQOS Sales Expert. The value of the voucher is equivalent to 2 KWD.
You can use the voucher only if you are

an adult (21+) smoker or user of other nicotine containing products;
residing in the State of Kuwait;
registered an account on IQOS.com (“Website”) or with an IQOS Sales Expert;
intended recipient of the Voucher; and
first time IQOS purchaser.

Validity of the program: until 31 December 2025 unless terminated earlier pursuant to Article 13 herein.
The voucher can be combined with only the Referral Code on IQOS.com that might have been provided as part of the Referral Program or any Goodwill vouchers available if applicable.
This code will be auto applied to your account in the process of your checkout. Hence, you will not be allowed to add any other code of lesser or equal value (Other than the Referral Code that might have been provided as part of the Referral Program that can be combined with this code)
Please note, you can buy more than one Device in the same order, however, in such case the Registration Voucher of 2 KWD will be split proportionately among the Devices.
The Voucher cannot be used if you already have registered your details and have a device linked to your account.
The Voucher is personal to you and may not be transferred to any third person.
“Terms of Sale” published on the Website will apply to your purchase. Please read them carefully before placing an order.
We reserve the right to modify and/or cancel this Registration Incentive program at any time at our sole discretion without any notice. Any such modification will be effective immediately.
These Terms and Conditions may be changed and (or) supplemented by publication of the updated Terms and Conditions on the Website.

IQOS TRADE AMBASSADORS PROGRAM TERMS AND CONDITIONS

‘Trade Ambassador’ – the adult retailer (21+) IQOS user registered on iqos.com and residing in the state of Kuwait and selected for this program to provide the services listed hereinafter.
‘Referee’ – an adult (21+) smoker or user of other nicotine containing products who has received a referral code from the Trade Ambassador.
The Referee must be a first time IQOS purchaser and the Trade Ambassador must be an existing member of IQOS Trade Ambassador Program.
The Trade Ambassador must ensure they have the Referee’s permission before conducting an IQOS Introduction/product demonstration or sharing with them their unique referral code.
IQOS Trade Ambassadors must attend the mandatory training and abide by IQOS brand marketing guidelines.
IQOS Trade Ambassadors are rewarded with Zain card in equivalent of 3 KWD per successful referral after successfully completing the below:
1. Passing training on IQOS product knowledge and science behind
2. Introduction of IQOS to the Referee
3. he Referee uses the Trade Ambassadors unique code to make his/her first purchase of an IQOS device.
Mobile Card(s) will be given out to eligible IQOS Trade Ambassadors during the month following after referee purchased device.
The referral codes are unique to the Ambassadors and cannot be shared with other Ambassadors.
Referral codes are non-transferable and can only be used by the intended Referee.
Referral codes are individual rewards and must only be communicated to Referees on a one-to-one basis and must not be shared on large scale through any digital platform.
The Trade Ambassador referral code gives the Referee a voucher on iqos.com amounting to 3 KWD applicable on the purchase of their first IQOS device. The Referee may apply the referral code by inserting the code thereof into the field “Have a Voucher Code?” on iqos.com, or verbally indicate to the Sales Expert the referral code for them to verify and apply it against the order at one of our select offline locations. .
The referral code is not applicable if the Referee has any IQOS devices linked to their account.
The Trade Ambassador can make multiple referrals; however the referral code is only applicable for a maximum of 30 successful orders during the validity of the program and provided that these terms and conditions are complied with, the Trade Ambassador will be rewarded with a maximum of ten Mobile Cards for the first ten successful referrals.
We reserve the right to refuse the issue of any code to the Trade Ambassador or the use of a Ambassador’s code by a Referee at any time, if we reasonably believe that the Ambassador or Referee is abusing this program or is otherwise in breach of these terms and conditions.
We reserve our right to cancel the IQOS Ambassador Program or any referral code and/or voucher code at any moment of time without any further notice or giving reasons thereof.

COMPANY INFORMATION

CONSUMER PRIVACY NOTICE

What information about you do we collect?

For what purposes do we use information about you, and on what legal basis?

Do we use Artificial Intelligence (AI) and Machine Learning (ML)?

Who do we share your information with, and for what purposes?

Where might information about you be sent?

How do we protect information about you?

How long will information about you be kept?

Who should you contact with questions?

Changes to this notice

Terms of use

TERMS OF SALE

Definitions

Products

Orders and cancelling

Delivery and returns

General terms

Terms and Conditions

IQOS TRADE AMBASSADORS PROGRAM TERMS AND CONDITIONS

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COMPANY INFORMATION

COOKIE NOTICE

CONSUMER PRIVACY NOTICE

What information about you do we collect?

For what purposes do we use information about you, and on what legal basis?

Do we use Artificial Intelligence (AI) and Machine Learning (ML)?

Who do we share your information with, and for what purposes?

Where might information about you be sent?

How do we protect information about you?

How long will information about you be kept?

Who should you contact with questions?

Changes to this notice

Terms of use

TERMS OF SALE

Definitions

Products

Orders and cancelling

Delivery and returns

General terms

Terms and Conditions

IQOS TRADE AMBASSADORS PROGRAM TERMS AND CONDITIONS

Split your purchase into equal monthly installments

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