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Company information

Emerald Trading Company W.L.L, an authorized distributor of IQOS and a company with limited liability, with registration number 138541-1 and VAT number 220014675100002, having our registered address at Building 1032, Road 130, Block 701, TUBLI, Bahrain.

Consumer privacy notice

We take privacy seriously. This notice tells you who we are, what information about you we collect, and what we do with it. We will use information about you only in accordance with applicable data protection laws.

Please also read our terms of use relating to the service you are interested in. They provide more information about the way we do business, and any restrictions on eligibility that may apply.

Who are we?

We are Emerald Trading Company W.L.L, a company with limited liability, with registration number 138541-1, having our registered address at Building 1032, Road 130, Block 701, TUBLI, Bahrain.

  • Emerald: Emerald Trading Company W.L.L and its’ affiliated companies.. “We” (or “us” or “our”) refers to Emerald.

  • PMI: Philip Morris International, a leading international tobacco group. It is made up of a number of companies or “affiliates”.

  • PMI affiliates: Each member of the Philip Morris International group of companies is a “PMI affiliate”.

  • PMI product: means a product of a PMI affiliate sold by Emerald.

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, or making a call to us).

  • We may collect information automatically (e.g. when you use a Emerald app or website).

  • We may acquire information from third parties (e.g. publicly-available information on social media platforms such as Facebook and Twitter).

In this notice, we refer to all the methods by which you are in contact with us as “Consumer touchpoints”. Consumer touchpoints include both physical (for example, retail outlets and events), and digital (for example, apps and websites).

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

  • sign up to be a member of our databases (this could be, for example, in person, via app, or online);

  • purchase PMI products or Emerald services at a retail outlet;

  • download, or use, a digital touchpoint (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 Emerald panel portal (if any);

  • register to receive Emerald press releases, e-mail alerts, or product communications;

  • participate in Emerald surveys (where permitted by law); or

  • attend an event that Emerald has organized.

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

  • visit an outlet that sells PMI products (e.g. by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);

  • attend an event that Emerald has organized (e.g. 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 Consumer touchpoints (e.g. through tracking mechanisms in an app or a website); or

  • 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).

We may also collect information about you automatically through the use of cookies and similar tracking technologies on digital Consumer touchpoints. The specific cookies and technologies used will depend on the Consumer touchpoint in question. To learn about the cookies (including Google analytics cookies) and similar technologies used on a touchpoint, including how you can accept or refuse cookies, please see the cookie notice made available on or through that touchpoint.

Where permitted by law, we may acquire information about you from third parties. This may include information shared by and between PMI affiliates, publicly-available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and Twitter), and marketing lists acquired from third party marketing agencies.

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:

  • information necessary to fulfil your orders

  • information necessary to provide warranty services

  • information you give us in forms or surveys

  • information about your visits to our outlets and events

  • information you give us in calls you make to call centres

  • information about your preferences and interests

  • information necessary to verify your age

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, and the products you have chosen so that we can fulfil your order;

  • you may provide information on your product preferences and interests so that we can offer you products and services that will interest you;

  • if you make an appointment to see us (or someone supporting our products or 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 (where permitted by law).

Information that we collect automatically will generally concern but is not limited to the following:

  • details of your visit or call (such as time and duration);

  • in a sales outlet or at an event (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 Consumer touchpoints (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); and

  • your device (such as your IP address or unique device identifier, location data, details of any cookies that we may have stored on your device).

Information that we collect from third parties will generally consist of publicly-available profile information (such as your preferences and interests), 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 use information about you for those purposes in that country.

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

  • To comply with regulatory obligations, such as verifying your age and status as a user of our products

  • To sell our products to you, including fulfilling your orders, processing your payments

  • To provide sales-related services to you, including dealing with your inquiries and requests, and providing warranty services

  • To market our products (where permitted by law), including administering loyalty programs, product improvement, market research, developing marketing strategies, administering marketing campaigns, and customizing your experiences at outlets that sell PMI products and at events

  • For us or our business partners to inform you of potential opportunities to get involved in marketing PMI products (where permitted by law)

  • To support all the above, including administering your accounts, enabling you to use Consumer touchpoints, corresponding with you, managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service), customizing your experiences of Consumer touchpoints, and administration and troubleshooting

  • For business analytics and improvements, including improving PMI products, outlets and events, and the information that we provide to our customers

  • 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:

  • 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 the information;

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

The purposes for which we use 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 our 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, or, in countries where there is no such legal obligation, because we have a legitimate business interest to sell our products only to adults that is not overridden by your interests, rights and freedoms to protect information about you.

Sell PMI products

  • fulfil your orders (including sending receipts)

  • process your payments

  • provide warranty 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 of our products.

Provide sales-related services

  • deal with your inquiries and requests

  • correspond with you

  • general administration and troubleshooting

  • administer loyalty programs

This information is generally provided to us by you directly.

We use it because we have a legitimate business interest in providing sales-related 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

  • administer loyalty programs

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

  • for market research

  • develop marketing strategies

  • administer marketing campaigns

  • customize your experience of Consumer 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 to monitor use of PMI touchpoints) 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 we have a legitimate business interest to market our products, to operate Consumer touchpoints, and to customize your experiences, in these ways that is not overridden by your interests, rights and freedoms to protect information about you.

Market PMI products (where permitted by law)

  • provide you with information about products and services, related promotions, if any, outlets, events, relevant regulations and to 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 details, your social media handles); information that we collect automatically (for example, using cookies and similar technologies) 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 we have a legitimate business interest to market these things that is not overridden by your interests, rights and freedoms to protect information about you.

Support for all the above purposes

  • administering your accounts

  • enabling you to use Consumer 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)

  • corresponding with you

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

  • enhancing your experiences

  • 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).

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 our products; where we administer your account to show you our products, we are supporting marketing and so we use it on the grounds that we have a legitimate business interest to market our products that is not overridden by your interests, rights and freedoms to protect information about you.

Business analytics and improvements

  • allowing us or our business partners to inform you of potential opportunities to get involved in promoting PMI products

  • for business analytics and improvements (including for PMI products, outlets that sell PMI products, events, digital Consumer 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; information that we collect automatically; and (where permitted by law) information that we acquire from third parties.

We use it on the grounds that we have a legitimate business interest to analyze and to improve our business performance, our products, Consumer touchpoints, outlets and events, and to invite others to get involved in promoting PMI products, 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).

In some instances, we may use information about you in ways that are not described above. 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.

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

We may share information about you with:

  • PMI affiliates;

  • third parties who provide Emerald, PMI affiliates or you with products or services;

  • Emerald’s or PMI affiliates’ carefully selected business partners and advertisers (in areas connected with our products, or consistent with their style and image) 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 law requires your consent, we will first ask for it.

Sharing data with PMI affiliates

  • Information about you will be shared with Philip Morris Products S.A. (based in Neuchâtel, 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 all the purposes described in this notice.

  • Information about you may be shared with the PMI affiliate that is responsible for the country in which you live (if it wasn’t the PMI affiliate that first collected the information) for all the purposes described in this notice.

  • Information about you may be shared with any other PMI affiliate 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 service 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 Emerald, PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, retailers, product coaches, information services providers and age verification providers).

  • To the extent permitted by applicable law, we may share information about you with Emerald’s and/or PMI affiliates’ carefully-selected third party business partners and advertisers (in line with the kind of thing you might associate with our 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 organizational restructuring.

Where might information about you be sent?

As with any multinational organization, PMI affiliates transfer information globally once shared with PMI affiliates. Accordingly, information about you may be transferred globally (for example, if you are in the European Economic Area (“EEA”), your information may be transferred outside the EEA).

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.

For example, if you contact our call centre situated in Turkey, a recording of the call will be made (including details of your enquiry and our response) and it will be retained while it remains relevant to our relationship. Therefore, by you consenting to your information being processed in accordance with this Consumer Privacy Notice, you consent to certain information being processed and stored in Turkey.

In all cases, appropriate security measures 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 organizational measures to protect personal information that we hold from unauthorized disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. We also require our service providers to comply with strict data privacy and security requirements.

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. 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.

Typically, we retain data based on the criteria described in the table below:

Type

Explanation/typical retention criteria

  • marketing to you (including product communications) (if you use digital touchpoints and are contactable)

Most of the information in your marketing profile is kept for the duration of our marketing relationship with you; for example, while you continue to use digital touchpoints, or respond to our communications. However, some elements of your marketing profile, such as records of how we interact with you, naturally go out of date 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.

  • marketing to you (including product communications) (if you are no longer in contact with us)

This scenario is the same as the above, but if we don’t have any contact with you for a long period (typically 2 years), we will stop sending you product communications and delete your history of responses to them. This will happen, for example, if you never click through to an invitation to an event, log on to a digital touchpoint, or contact customer care, during that time. The reason is that in these circumstances, we assume you would prefer not to receive the communications.

  • marketing to you (including product communications) (if you are not contactable)

If you have registered to receive product communications, but the information you give us to contact you doesn’t work, we will retain your details for a period of typically only 6 months to allow you to return and correct it.

  • marketing to you (including product communications) (incomplete registrations)

If you commence registering yourself in a database, but do not complete the process (for example, if you don’t complete the age verification process, or you don’t accept the touchpoint’s terms of use), we will retain your details for only 6 months to allow you to return and complete the process.

  • market research

If you are not registered with us for other purposes (e.g. product communications, warranty, customer care), and we use publicly available information about you in order to understand the market or your preferences, we will retain the information about you for a short period in order to perform the particular item of market research.

  • purchases and warranty

If you purchase goods, 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). If you also register for a warranty for a device, we will retain details of this for so long as relevant to the warranty.

  • customer care

If you contact customer care, we will make a record of the matter (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 logs

System audit logs are retained typically for a period of only a few months.

  • business analytics

Business analytics data is typically collected automatically when you use Consumer touchpoints and anonymised/aggregated shortly afterwards.

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 marketing; 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 through our contact address provided for on the website.

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 EEA 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

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:

  1. if we use information about you for direct marketing: you can “opt out” (without the need to justify it) and we will comply with your request; and

  2. if we use the information about you on the basis of legitimate interest for purposes other than direct marketing, 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 your consent. These cases will be clear from the context.

  • to data portability

If:

  1. you have provided data to us; and

  2. 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 concerned authority in the Kingdom of Bahrain

Please consult the website of your country’s authority, if any.

Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, you can send an email to contact.bh@iqos.com. 

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. We will notify you of the changes where required by law to do so. We may announce the update on the website or via any other mean, we deem suitable.

Terms of use
for IQOS website("Terms of Use")

Introduction

Welcome to the www.bh.iqos.com ("Website"), a web site operated by Emerald Trading Company W.L.L (referred to as "we" or "us" in these Terms of Use)

Services and Privileges

Terms and Conditions of certain customer post-purchase care and Support Services provided by

Emerald Trading Company W.L.L of Kingdom of Bahrain

Last updated: [24/5/2023]

  1. Application of Terms/Eligibility
    1. These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections 4 - 6 below (Services). 
    2. You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database; and (ii) your main residence is in the Kingdom of Bahrain, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center, by post, at IQOS coach or at a participating IQOS store.
    3. By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database. 
    4. If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Services.  
    5. No modification of these Terms by you is permitted Your use of the Services is at our discretion and we may refuse your application to use, or we may terminate your right to use for any reason including if you breach any of these Terms.
    6. We also reserve the right to amend these Terms and the Services upon notice at any time.
  2. Eligible Devices/Registration
    1. The following Device models are eligible for the Services:
      1. 2.1.1 IQOS 3 DUO or Holders or Chargers
      2. 2.1.2 Any other IQOS heat-not-burn device that has been commercialized in the country of purchase and registration.
    2. The Device must have a readable and valid serial number.
    3. In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, smoker status, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information Philip Morris reserves the right to refuse to provide the Services to you.
    4. The Services provided are personal to you and may not be transferred to any third party.
    5. Your use of the Services is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the Services.
  3. Term and Termination
    1. You may use the Services only within the duration of your 12 months’ IQOS warranty period in the Kingdom of Bahrain.
    2. IQOS Customer Care team may refuse to provide the Services to you if you breach any of these Terms
  4. Accidental Damage
    1. In case your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this section 4.
    2. You must give the damaged Device (including all components) to the IQOS Customer Care team and you will be provided with a replacement device of the same type equivalent to a new Device in performance and reliability. If a replacement Device of the same type is not available, a Device, in the same category, which is at least functionally equivalent will be provided as a replacement. The IQOS Customer Care team will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS 3 holder or the charger, then only the damaged part will be replaced and the IQOS Customer Care team will only keep the replaced part of the Device.
    3. Limitations from Accidental Damage
      1. You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so, then you are not entitled to a replacement Device.
      2. You are limited to one replacement Device for Accidental Damage for each registered Device.  After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this Program will cease. However, you can still receive the remaining Services for your Device until the end of your participation term (Device warranty period).
      3. You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of the Program or where any of the following circumstances are applicable:
        1. Any product that is not an eligible Device as per the list contained in paragraph 2.1.1.
        2. Damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device or power surge.
        3. Devices with a serial number that has been altered, defaced, or removed.
        4. Devices that have been opened, serviced, modified or altered in a manner not authorized and as detailed in our warranty guide and IQOS user guide.
        5. The loss or theft of your device.
        6. Cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration.
        7. Damage or failure caused by normal wear and tear and/or usage of the Device.
        8. Improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God.
        9. Malfunction due to use with non-compatible product. 
        10. Damage or malfunction caused by failure to use as described in the associated IQOS user guide; or
        11. Failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
    4. Making a claim under Accidental Damage

      1. You must:

        1. Report your claim to the IQOS Customer Care team as soon as possible and within the warranty period including the following information: (1) The serial number for the affected Device; (2) Description of the symptoms, problems with or causes of the damage to the Device; (3) Error messages; and (4) Actions taken before the Device experienced problems and any steps you took to resolve the problem.

        2. follow packaging and mailing instructions given by the IQOS Customer Care team for shipping the affected Device to the IQOS Customer Care team; and

        3. otherwise comply with the IQOS Customer Care team return Devices authorization process.

      2. You may also make a claim via customer service center by telephoning the number provided at www.iqos.com for your country of residence and providing the same information detailed in paragraph 4.4(a).

      3. You must not send the IQOS Customer Care team products and accessories that are not supported by Accidental Damage replacement. If you send the IQOS Customer Care team these items they will not be returned and they will be destroyed.

      4. The IQOS Customer Care team will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

        1. Courier delivery.  A replacement IQOS device will be couriered to you, and you must return the affected Device with the authorized courier as per instruction of the IQOS Customer Care team.

        2. Carry-in service. You can return your affected Device to a participating IQOS selling store where you will be provided with a replacement.

  5. International Assistance
    1. 5.1    You have access to an international toll-free number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized , except the United States, or its affiliates or an authorized partner. This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii)  Device issues defined in terms of material or workmanship when used in accordance with the  Device User Guide.  
    2. Service options, Device availability, response and delivery times may vary according to country.  This Service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
    3. Limitations from International Assistance

      1. The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.

      2. The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device user guide:

        1. Damage caused by normal wear and tear.

        2. Cosmetic damage (such as scratches, dents, broken plastic etc.);

        3. Damage caused by misuse, power surge, improper handling, liquid contact, or fire.

        4. Malfunction due to use with non-compatible product.

        5. Damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or

        6. Damage or malfunction caused by failure to use as described in the associated Device user guide.

    4. Making a claim under International Assistance

      1. You must:

        1. Report your claim to the IQOS Customer Care team as soon as possible and no later than 1 day from the date your Device suffers Accidental Damage or  Device issues defined in terms of material or workmanship when used in accordance with the Device user guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

        2. If requested by the entity commercializing the Device in the relevant country where the claim is raised, you must provide proof of purchase for your Device; and

        3. Follow packaging and mailing instructions given for shipping the affected Device; and

        4. Otherwise comply with the return Devices authorization process.

      2. The entity commercializing the Device, or the authorized partner will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

        1. Courier delivery. A replacement Device will be couriered to you, and you must return the affected Device via the courier.

        2. Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.

  6. Other Services
    1. Self Diagnostic Tool: Online tool with information designed to help you diagnose and fix certain issues with your Device or check if you are eligible for Device replacement under your warranty or Accidental Damage Coverage.
    2. Rapid Replacement Service. This service provides for rapid replacement of your Device  in case of Accidental Damage and/or where you have a valid claim for Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide. For a replacement due to Accidental Damage and your Device warranty, you are limited to one Rapid Replacement Service.  Eligibility for this service is determined by the IQOS Customer Care team.
    3. Complete Service: A free of charge, professional maintenance service for IQOS™ bladed technology devices. The service includes resistance to draw machine test, professional device cleaning and firmware upgrade.
    Your Obligations. 

    You agree:

    1. not to misuse the Program and the Services;
    2. to keep your membership account safe and secure;
    3. where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
    4. to comply with applicable law.
  7. Warranty/Limitation of Liability
    1. As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
    2. Any entity which sells and/or commercializes IQOS products in the relevant country where the claim is raised shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your participation of the Program or your use of the Services. Any entity which sells and/or commercializes IQOS products in the relevant country where the claim is raised shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed such entity of the possibility of such losses.   
    3. Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
  8. Miscellaneous
    1. None of the Services constitutes an insurance policy.  
    2. The Services are currently provided free of charge.
    3. Details of the processing of your personal data that you provide us are described in Privacy Notice available at www.iqos.com.
    4. These Terms are subject to the laws of the Kingdom of Bahrain. Any legal dispute will be subject to the exclusive jurisdiction of the Kingdom of Bahrain Courts.
    5. For questions, inquiries and contact information please refer to www.iqos.com or contact +973 800 0675 

Trade In Service 

Terms and Conditions

1.  Application of Terms/Eligibility

1.1  These terms and conditions (“Terms”) are applicable to and govern your participation in the Trade In Service (the “Service”) to upgrade your  IQOS 2.4 or IQOS 2.4+ or IQOS 3 or IQOS 3 MULTI or IQOS 3 DUO or IQOS Originals One or IQOS Originals DUO device (“Device”) to one of the  IQOS ILUMA devices (IQOS ILUMA Prime, IQOS ILUMA or IQOS ILUMA One)..You should read these Terms carefully as they affect your legal rights in relation to your use of the Service. For the avoidance of doubt, this Service does not constitute and/or include any promotions, advertising, offers or discounts.

1.2  You are only eligible to make use of this Service if: (i) you are an IQOS user aged over 18 years old; (ii) your personal details and your Device are registered in the Kingdom of Bahrain IQOS database; and (iii) your main residence is in the Kingdom of Bahrain (iv) your Device is a complete unit which comprises of the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI or IQOS Originals One which is one unit.

1.3  You are not required to possess the charging cable, original box, or other accessories complimentary to the Device to make use of this Service.

1.4  You may register your personal details and your Device in the database at iqos.com, by calling the customer service center or at any of the IQOS authorized partners in the Kingdom of Bahrain.

1.5  By making use of this Service, you agree to be bound by these Terms. If you do not agree or cannot comply with these Terms, then you are not permitted to make use of this Service.

1.6  These Terms may be amended at any time without notice.

2.  Trade In conditions 

2.1  The Service is provided at selected authorized IQOS partner stores in the Kingdom of Bahrain. To get information about the channels where the Service is available, contact the customer service center.

2.2  Should you qualify to make use of this Service, you will be eligible to trade in your Device and receive a trade-in value which equates to 40% of the purchase price of the IQOS ILUMA device which you intend to purchase. The trade-in value must then be used against the purchase price of the selected IQOS ILUMA device. The trade-in value cannot be used for the purchase of any other products. As part of the Service you are required to renounce ownership of the traded in IQOS device and deliver the same to the authorized IQOS partner store. Once you have traded-in your Device, you will no longer have any legal rights to its’ ownership.

The following Devices are not eligible for trade-in under the Service:

(i)  Devices with damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(ii)  Devices with a serial number that has been altered, defaced or removed;

(iii)  Devices that have been opened, serviced, modified or altered in a manner not authorized by us or the manufacturer.

2.4  Should you choose to make use of this Service, you are limited to a maximum of one trade-in which is to be used for the purchase of one IQOS ILUMA device.

2.5  Returning a Device of a certain color (especially limited edition colours), pursuant to section 2.2 of these Terms, does not guarantee the availability to use the applicable trade-in value for the purchase of an IQOS ILUMA device of the same colour.  

2.6  RETURN OF A DEVICE PURCHASED AS PART OF THE TRADE-IN SERVICE IS GOVERNED BY THE TERMS OF SALE OF THE SPECIFIC STORE FROM WHICH YOU MADE USE OF THE SERVICE. HOWEVER, AS PART OF THE TRADE-IN SERVICE, NO REFUNDS WILL BE PROVIDED FOR ANY IQOS ILUMA DEVICE PURCHASED THROUGH THE USE OF THE SERVICE. IN THE EVENT THAT THERE IS A CONFLICT OF PROVISIONS BETWEEN THE TERMS OF SALE AND TERMS OF THE TRADE-IN SERVICE REGARDING REFUNDS, THE TERMS OF THE TRADE-IN SERVICE SHALL PREVAIL. 

2.7  In the event that an IQOS ILUMA device which has been purchased by making us of the Service, becomes defective, the terms of the warranty shall be applicable. In such cases, we will not return the traded-in device to you.

2.8  The availability of the Service is subject to availability of IQOS ILUMA stock.

2.9  We reserve the right to modify, suspend, or terminate the Service, your participation, and/or these Terms in our sole discretion at any time for any reason whatsoever.

3.  Miscellaneous

3.1  We shall not be liable to the maximum extent permitted under applicable law for any damages you might experience by making use of this Service. This includes, but is not limited to, direct or indirect losses or data loss.

3.2  Use of personal data: When you make use of this Service, data will be used about you as described in the privacy notice, available here: https://pmiprivacy.com/en/consumer.

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

3.4  For questions, inquiries and contact information please refer to IQOS Customer Care team on:

·  Facebook: https://www.facebook.com/iqos.bh

·  Twitter: iqos_support_bh

·  Email: contact.bh@iqos.com

·  Call: 800-06756

·  Live chat: iqos.com

 

Registration Program Terms and Conditions

By participating in the IQOS Registration Program (the “Program”), you agree to the following terms and conditions which are brought to you by Emerald Trading Company W.L.L, a company with limited liability, with registration number 138541-1, having our registered address at Building 1032, Road 130, Block 701, TUBLI, Bahrain (the “Company”):

 

  1. Program description: Legal age (18+) adult smokers or users of other nicotine containing products who are interested in receiving information about IQOS and who choose to register their details for the first time with IQOS receive a voucher valued at 5 BHD (the “Voucher”) once registered. The Voucher can be applied against the purchase price of one IQOS ILUMA Device (IQOS ILUMA PRIME, IQOS ILUMA, or IQOS ILUMA One  device only) at one of the authorized IQOS selling stores where the Program is available and must be linked to the newly created IQOS profile by an authorized IQOS representative at the time of purchase.
  2. You can use the Voucher only if you are (i) an adult (18+) smoker or user of other nicotine containing products; and (ii) residing in Bahrain; and (iii) registered your details for the first time with IQOS and have no IQOS devices linked to your profile; and (iv) you are the intended recipient of the Voucher.
  3. Validity of the Voucher: from the date on which you registered your details until 31 December 2025 unless terminated earlier pursuant to Article 7 herein.
  4. You cannot participate in the Program if you have previously registered your details and have a device linked to your account.
  5. The Voucher is personal to you and may not be transferred to any other person nor may it be redeemed for cash. It may only be used as a part payment towards the price of an IQOS ILUMA Device.
  6. The Voucher is non-refundable. The return of an IQOS Device purchased as part of the Program is governed by the terms of sale of the specific store from which you participated in the Program. However, as part of the Program and save for your rights under the warranty, no refunds will be provided for any IQOS Device purchased through the Program. In the event that there is a conflict of provisions between the terms of sale and terms of the Program regarding refunds, the terms of the Program shall prevail.
  7. The Program shall become effective from 15 January 2024 and shall remain effective unless terminated by the Company in its’ sole discretion.
  8. The Company reserves the right to modify and/or cancel this Registration Program, including any Vouchers, at any time at our sole discretion without any notice. Any such modification will be effective immediately.
  9. These terms and conditions may be changed and/or supplemented by publication of the updated terms and conditions on iqos.com which will become the applicable Terms and Conditions.

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