How to send your Apple TV to Apple using Express Replacement Service from the Asia-Pacific region

Find out how to send your Apple TV back to Apple after you’ve received a replacement.

Important: Make sure you return your product so that Apple receives it within 10 days of the date your replacement product was sent to you by Apple (check your dispatch date). If Apple doesn’t receive your original product within 10 days, or if Apple technicians find that your original product is ineligible for service or for any reason not covered by an active AppleCare+ plan, you’ll be charged the full value of the replacement product. For more details, see Beats Express Replacement Service, ERS terms and conditions for service covered by Apple’s Limited Warranty or an AppleCare plan or ERS terms and conditions for out-of-warranty service.

Pack your Apple TV

Customers in Japan should only complete step 1. Then proceed to the Send your Apple TV to Apple section for the Asia-Pacific region.

1. Reset or restore your Apple TV to its factory settings.

   

2. Unplug your Apple TV and place it in the foam bag. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.

   

3. Place the bagged Apple TV into the box with the foam insert.

   

4. Place the foam piece on top of your Apple TV so that you can see the circular cut-out on the top.

   

5. Seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

Choose your country or region:

Australia

Please use the same box that included your replacement device when returning your product.

1. You'll receive an email from Apple once the replacement product has been sent. Print the postage label from the Repair Status link provided in the email.

2. Package your product. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

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

4. Australia Post will provide you with a receipt to confirm the lodgement of the part return. Please keep your receipt.

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

Hong Kong

Please use the same box that included your replacement device when returning your product.

1. Place your product into the postage box and seal the box with the tape provided. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

2. Call Shun Feng Hong Kong Customer Service on 8302 2883, during weekdays (Monday to Friday), to arrange collection of your product. Enter 1 (for Cantonese), 2 (for English) or 3 (for Mandarin). Advise Shun Feng that you are using pre-paid return service. The customer service agent will take your details and arrange collection. You will be asked to provide the following details over the phone:

   • Your Name

   • Pick-up address (must be the same as the replacement device delivery address)

   • Company name: Apple

   • Contact number

   • Repair ID

3. Hand your packaged product to the Shun Feng Hong Kong courier. The courier will assist you with return AWB pasting on the box and apply an additional Protection Plus seal.

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

Japan

A courier will bring your replacement product and collect your original product.

1. Hand your product to the courier when they deliver your replacement product. Don’t include accessories (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

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

Malaysia

Please use the same box that included your replacement device when returning your product.

1. Place your product into the postage box and seal the box with the provided tape. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

2. Call GD Express Malaysia Customer Service on 03-7787-6776, Monday to Friday from 08:30 to 17:30, or Saturday from 08:30 to 12:30, to arrange for a courier to collect your device. Inform customer service that you are using a pre-paid return service and provide your Repair ID number.

3. The courier will bring a Return Airway Bill (AWB) to collect your packaged device.

4. Paste the AWB label on the box.

5. Give your package to the courier.

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

New Zealand

You'll receive a kit by post that contains a replacement product with everything you need to return your original 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 Apple TV in the TNT satchel and seal the satchel. Don’t include accessories in the satchel (such as your Apple TV remote or power cable). If you include extra items, 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 – Apple TV" 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 mention that you are using a pre-paid satchel on account number 320792, note whether your collection address is a residence or a business, and include your phone number.

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.

Singapore

Your package contains a pre-printed return DHL AWB to send your product back. Please use the same box that included your replacement device to return your product.

1. Put your product into the postage box and seal the box with the tape provided. Paste the DHL Return AWB on the box and make sure the return AWB label covers the original AWB label completely. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

2. Call DHL Singapore Customer Service on (+65) 6285 8888 to arrange collection of your product. Advise DHL that you are using a prepaid return service. The customer service agent will take your details and arrange collection. You will be asked to provide the following details over the phone:

   • Your Name

   • Account Number (See your DHL Return AWB)

   • Company Name – Apple

   • AWB Number (See your DHL Return AWB)

   • Contents: Electronic product

   • Pick-up address and time

   • Contact phone number for pick-up

   • Number of pieces: 1

   • Weight: 1kg

3. Hand your packaged product to the DHL courier.

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

Vietnam

You will receive a commitment letter to send your product back. Please use the same box that included your replacement device to return your product.

1. Place the packaged product into the box, but don’t seal it. Don’t include accessories in the box (such as your Apple TV remote or power cable). If you include extra items, we will be unable to return them to you.*

2. Navigate to kbb.ghtk.vn On the booking website, you’ll be requested to provide the repair ID and mobile phone number for validation purposes. If you experience any issues related to the booking website, please contact Giaohangtietkiem (GHTK) on 1900 6092.

3. Complete the commitment letter, prior to the courier’s arrival, and ensure the letter has been signed.

4. After placing the commitment letter inside the postage box, seal the package in front of the courier. Proof of collection will be provided after you've handed the package to the courier.

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

Use your replacement Apple TV

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 rights may also apply to your replacement product where applicable.

Find out how to use your replacement Apple TV.