How to send your Beats earphones to Apple for a service from the Asia-Pacific region

If you need a repair for your Beats earphones, find out how to prepare and return your device to Apple.

Need a different country or region?

Pack your Beats earphones

Customers in Australia and Japan may proceed to the Send your Beats earphones to Apple section.

1. Put your Beats earphones in the plastic bag. Don’t include any accessories with your earphones (such as wing tips, ear tips, charging cables or carrying cases). If you include extra items in the bag, we will be unable to return them to you.

   

2. Slide the bag under the protective film attached to the cardboard insert.

   

3. Fold down the filmed sides of the insert.

   

4. Fold up the other sides of the insert.

   

5. Place the insert into the box. Then, close the box.

   

6. Seal the box with tape.* If there is a battery sticker pasted on the shipping box, please do not obstruct the battery sticker.

   

Send your Beats earphones to Apple

Choose your country or region:

Australia

You'll be provided with a link to a shipping label to print at home. Return your product to Apple using the shipping label.

1. Print the shipping label that Apple provided when you requested the service.

2. Take your postage label and unpackaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.

3. Australia Post will package your product and provide you with a receipt to confirm the lodgement of your return. Don’t include accessories with your earphones (such as wing tips, ear tips, charging cables or carrying cases). If extra items are included, we will be unable to return them to you.*

4. Check that Apple has received your product after a few days.

Japan

A courier will bring a box to collect your product for the service.

1. Hand your product to the courier. Don’t include any accessories with your product (such as wing tips, ear tips, charging cables or carrying cases). If extra items are included, we will be unable to return them to you.*

2. Check that Apple has received your product after a few days.

Malaysia

A courier will bring a box to collect your product for the service.

1. Package your product in the box and seal the box with the provided tape. Don’t include accessories in the box (such as wing tips, ear tips, charging cables or carrying cases). If extra items are included, we will be unable to return them to you.*

2. Paste the Return Airway Bill (AWB) on the box, and make sure the Return AWB label completely covers the original AWB label.

3. The courier will wait for up to 10 minutes for you to prepare and pack your device.

   • If you’re unable to pack your device within the 10-minute time frame, the courier will depart without the package. After you have finished packing your device, make arrangements for the courier to collect your device by calling the GD Express Malaysia Customer Service hotline on 03-7787-6776, Monday to Friday 8:30 am to 5:30 pm, or Saturday 8:30 am to 12:30 pm. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

4. Hand the packaged product to the courier.

5. After courier pick-up, you can track your shipment at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You’ll receive a kit that contains everything you need to return your product to Apple.

1. Remove the TNT postage label from the box. Next to the barcode on the postage label, look for the consignment number, which begins with "GE". Make a note of the number.

2. Put the packaged product in the TNT satchel and seal the satchel. Don’t include accessories in the satchel with your product (such as wing tips, ear tips, charging cables or carrying cases). If extra items are included, we will be unable to return them to you.*

3. Place the postage label in the satchel's clear plastic pocket.

To arrange a collection, either:

• Write an email

  1. Use the subject line “Apple collection — Beats earphones” followed by the TNT consignment number.

  2. In your email, please mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and include your phone number.

  3. Send the email to customerservice.nz@tnt.com.

OR

• Call TNT Customer Service on 0800 275 868 and provide all of the information in step “2” of “Write an email” above.

TNT will provide the booking reference number and collection date in response to your email or phone call.

Check that Apple has received your product after a few days.

Use your Beats earphones after a service

Record the serial number of your replacement product. Your replacement Apple product is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer. Consumer law may also apply to your replacement product where applicable.

• Find out how to use your BeatsX earphones.

• Find out how to use your Powerbeats3 Wireless earphones