Prepare your Apple TV for Express Replacement Service

After you schedule Express Replacement Service*, you get a kit that has your replacement Apple TV and everything that you need to send back your original Apple TV.

Before you return your Apple TV

Erase your Apple TV to restore it to factory settings and remove your personal information:

1. On your Apple TV, go to Settings > System (or General) > Reset.

2. Select Reset (or Reset All Settings).

Make sure to keep your Apple TV plugged in to power until the reset process finishes.

Pack your Apple TV

When you pack your Apple TV, don’t include anything else in the box — like the remote, cables or other accessories. If you do, they won’t be returned to you.

If you didn’t receive packing materials from Apple, skip this section and take your unpackaged Apple TV to Australia post for shipping.

Apple TV 4K 2nd generation, Apple TV 4K 1st generation and Apple TV HD

1. Put your device in the fibre bag, then open the cardboard insert and place the bagged device in the base of the box under the insert. Don’t place the device in the box without opening the insert.

2. Close the insert, making sure the two locking tabs on the insert are secured to the box.

3. Close the box. Make sure that the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Apple TV 4K 3rd generation

1. Unplug your Apple TV, place it inside the product box and close the lid.

2. Place the product box in the insert inside the shipping box.

3. Send the box to Apple. Make sure that the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Send your Apple TV to Apple

1. From the email that you received from Apple, print the shipping label from the "Repair status" link.

2. Take your postage label and your product to Australia Post. Find the nearest Australia Post Office

If needed, Australia Post will package your Apple TV and provide a receipt. Keep the receipt to confirm that you've sent your Apple TV for service. Apple isn’t responsible for any damage sustained during transit.

Apple will release the temporary hold on your card after we process your original device and confirm that the issue is covered. If your original device is not returned within 10 working days or is found ineligible for service due to unauthorised modifications or severe damage, the hold will be charged to your card.