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Terms and Conditions of certain customer post-purchase care
and Support Services provided by
Phillip Morris South Africa Proprietary Limited

Last updated: 20/08/2025

1. Application of Terms/Eligibility

1.1 These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections 4 and 5 below (Services). You should read these Terms carefully, as they affect your legal rights and govern your relationship with Phillip Morris South Africa Proprietary Limited (Philip Morris) in connection with your VEEV device.

1.2 You may be eligible for the Services only if: (i) you are a VEEV user aged 18 years and over and you are registered in our VEEV consumers database; and (ii) your main residence is in South Africa; (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at veev-vape.com,  by calling our customer service centre, by email, with an SFP Ambassador  or at a participating VEEV store or kiosk (this requirement does not apply to Digital Welcomes and Personal VEEV coach services contemplated in section 6 below).

1.3 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 VEEV database. 

1.4 If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Services.  

1.5 No modification of these Terms by you is permitted unless Philip Morris expressly agrees in writing.

1.6 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, the Services for any reason, including if you breach any of these Terms.

1.7 We also reserve the right to amend these Terms and the Services upon notice at any time.

2. Eligible Devices/Registration 

2.1 Any vaping device which has been commercialized and sold by Philip Morris in South Africa is eligible for the Services.

2.2 The Device must have a readable and valid serial number.

2.3 In completing the registration process for the VEEV consumer 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, your age), 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. 

2.4 The Services provided are personal to you and may not be transferred to any third party.

2.5 Your use of the Services is linked to your country of residence (South Africa). If you change your country of residence, you will not be able to use the Services.

3. Term and Termination 

3.1 You may use the Services only within the duration of your 12-month VEEV warranty period in the country of purchase from the date you purchase your device (provided that you registered your device). 

3.2 Philip Morris may refuse to provide the Services to you if you breach any of these Terms. 

4. Accidental Damage 

4.1 If your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behaviour (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph 4.

4.2 You must give the damaged Device (excluding any accessories, e.g. charging cables, which are not covered) to Philip Morris and you will be provided with a replacement device of the same type of 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. Philip Morris will keep all replaced Devices. If the Device is damaged, then only the damaged part will be replaced, and Philip Morris will only keep the replaced part of the Device.

4.3 Limitations from Accidental Damage

(a) 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.

(b) 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 programme (see 5.5 below) will cease. However, you can still receive the remaining Services for your Device until the end of your membership term (registered Device warranty period). 

(c) You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch of this Service in your country of residence or where any of the following circumstances are applicable:

  • (i) any product that is not an eligible Device as per the list contained in paragraph 2.1;
  • (ii) damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, or power surge.
  • (iii) Devices with a serial number that has been altered, defaced or removed. 
  • (iv) Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris.
  • (v) the loss or theft of your Device. 
  • (vi) 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.
  • (vii) damage or failure caused by normal wear and tear and/or usage of the Device. 
  • (viii) improper handling, damage from fire or flood, or natural disaster, war, terrorism, or acts of God.
  • (ix) malfunction due to use with non-compatible product.  
  • (x) damage or malfunction caused by failure to use as described in the associated VEEV User Guide; or 
  • (xi) 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 VEEV warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

4.4 Making a claim under Accidental Damage

(a) You must:

  • (i) report your claim to Philip Morris by calling VEEV Customer Care at 0800 043 387 or email VEEV Customer Care South Africa at contact.za@veev.com as soon as possible and no later than 14 days from the date your Device suffers Accidental Damage, 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;
  • (ii) if requested by Philip Morris, you must provide proof of purchase for your Device. 
  • (iii) follow any packaging and mailing instructions given by Philip Morris for shipping the affected Device to Philip Morris; and
  • (iv) otherwise comply with Philip Morris’s return Devices authorization process. 

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

(c) You must not send Philip Morris products and accessories that are not supported by Accidental Damage replacement. If you send Philip Morris these items, they will not be returned and will be destroyed.

(d) Philip Morris 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: 

  • (i) Carry-in service. You can return your affected Device to a participating IQOS store/kiosk or participating VEEV service point (see ‘Full-Service Stores’ using the Store Locator on the veev-vape.com website) and be provided with a replacement.
  • (ii) Courier delivery. If you live more than 50km away from an IQOS store or kiosk, or store that provides a Full-Service VEEV offering (including device servicing), a replacement Device will be couriered to you, and you must send the affected Device back to Philip Morris.            

5. Other Services

5.1 Coaching: A team of remote SFP Ambassadors for supporting you in converting from cigarettes to a Device. Access is during normal business hours in your country of residence.

5.2 Digital Welcome: Information and guidance relating to Device usage provided in digital form to the e-mail address indicated upon registration in VEEV consumers’ database, provided that you agreed to receive customer care/support communication regarding VEEV via e-mail.

5.3 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.

5.4 Free Device Replacement Shipment: If you are eligible for a replacement device under your Device warranty or Accidental Damage Coverage service, this service provides for free shipment of your replacement device (applies only if you live more than 50km away from an IQOS store or kiosk, or a store that provides a Full-Service VEEV offering (including device servicing)).

5.5 Rapid Replacement Service. This service provides for rapid replacement of your Device within a period of up to five (5) working days (location dependant) 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 Philip Morris. This service is only applicable in the selected locations of your country of registration.

5.6 Complete Service (selected stores): A free of charge, professional maintenance service for VEEV devices. The service includes professional device cleaning and firmware upgrades (if / when available). 

6. Your Obligations.

You agree:

  • (a) not to misuse the Services;
  • (b) to keep your account safe and secure. 
  • (c) where an exchange takes place, then any replacement Device becomes your property, and the replaced Device must be returned to and becomes the property of Philip Morris; and
  • (d) to comply with applicable law.

7. Warranty/Limitation of Liability

7.1 As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.

7.2 Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort/delict (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 use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 7.2 even if you have informed Philip Morris of the possibility of such losses. 

7.3 Nothing in this paragraph 7 excludes any liability that cannot be excluded by applicable law. 

8. Miscellaneous

8.1 None of the Services constitutes an insurance policy.  

8.2 The Services are currently provided free of charge.

8.3 Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://www.pmiprivacy.com/global/en/consumer/.

8.4 These Terms are subject to the laws of the registered office of Philip Morris. Any legal dispute will be subject to the exclusive jurisdiction of the city in which Philip Morris has its registered office. 

8.4 For questions, inquiries and contact information please refer to za.veev-vape.com or contact VEEV Customer Care on 0800 043 387 or email VEEV Customer Care at contact.za@veev.com.