How to send your Powerbeats Pro earbuds and charging case to Apple using Express Replacement Service from the Asia-Pacific region

Find out how to send your Powerbeats Pro earbuds or charging case back to Apple after you’ve received a replacement.

Important: Make sure you return your product so Apple receives it within 10 days of the date your replacement product was dispatched 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.

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Pack your Powerbeats Pro earbuds and charging case

Powerbeats Pro earbuds

Customers in Japan may proceed to the Send your Powerbeats Pro earbuds and charging case to Apple section.

1. Place your Powerbeats Pro earbuds in the tray inside the small box. Don’t include any accessories with your earbuds (such as your ear tips or charging cable). If you include extra items in the box, we will be unable to return them to you.

   

2. Place the lid on the small box.

   

3. Place the small box into the postage box.

   

4. Close the postage box, then seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure it is not obstructed.

   

Powerbeats Pro charging case

1. Place your charging case in the insert inside the small box, then place the lid on the box.

   

2. Put the small box inside the postage box.

   

3. Close the postage box, then seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure it is not obstructed.

   

Send your Powerbeats Pro earbuds and charging case to Apple

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 any accessories with your product (such as your ear tips or charging cable). If you include extra items in the box, we will be unable to return them to you.*

3. Take your shipping 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 tape. Don’t include any accessories with your product (such as your ear tips or charging cable). If you include extra items in the box, we will be unable to return them to you.*

2. Call Shun Feng Hong Kong Customer Service, during weekdays (Monday to Friday), to arrange collection of your product on 8302 2883. 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 Apple product to the courier who brings your replacement part. Don’t include any accessories with your product (such as your ear tips or charging 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 any accessories with your product (such as your ear tips or charging 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 will receive a kit in the post that contains the replacement product and 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 product in the TNT satchel and seal the satchel. Don’t include any accessories with your product (such as your ear tips or charging 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

  • Use the subject line “Apple collection - Beats Studio Buds” followed by the TNT consignment number.

  • Include in the email message: That you are using a pre-paid satchel on account number 320792, whether your collection address is a residence or a business, your contact phone number.

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

OR

• Call TNT Customer Service on 0800 275 868 and inform them that you are using a pre-paid satchel on account number 320792, whether your collection address is a residence or a business and provide your contact 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 to return your product.

1. Put your product into postage box and seal the box with the tape. Don’t include any accessories with your product (such as your ear tips or charging cable). If you include extra items, we will be unable to return them to you.*

2. Paste the DHL Return AWB on the box and make sure the return AWB label covers the original AWB label completely.

3. 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

4. Hand your packaged product to the DHL courier.

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

Use your Powerbeats Pro earbuds and charging case

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 in those countries as applicable.

Find out how to use your Powerbeats Pro earbuds and charging case after a replacement.