How to send your AirPods Pro and charging case to Apple for a service from the Asia-Pacific region

If you need a repair for your AirPods Pro, here’s how to prepare and return your device to Apple.

Need a different country or region?

Pack your AirPods Pro and charging case

Before returning your AirPods Pro, please wipe them clean and remove any debris. Customers in Japan may proceed to the Send your AirPods Pro and charging case to Apple section.

1. Remove the ear tips from your AirPods Pro. To remove an ear tip, pull firmly at the base where the ear tip is attached to the AirPod.

   

2. Place your AirPods Pro in the wireless charging case.

   

3. Place your AirPods Pro in your Wireless Charging Case into the small box.

   

4. Place the small box into the postage box.

   

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.

   

Send your AirPods Pro and charging case to Apple

Choose your country or region:

Australia

You will receive a kit that contains everything you need to return your product to Apple. Return your product to Apple using the postage box you receive from Apple.

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

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

3. Australia Post will provide you with a receipt to confirm the lodgement of your return. Don’t include your ear tips, charging cable or other accessories in the package. If you include extra items, we will be unable to return them to you.*

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

*Apple is not responsible for any damage sustained during delivery.

Japan

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

1. Hand your product to the courier. Don’t include your ear tips, charging cable or other accessories when handing your product to the courier. 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

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 your ear tips, charging cable or other accessories in the box. If you include extra items, 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.

4. If you’re unable to pack your device within the 10-minute time frame, the courier will depart without the package. After you’ve 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 08:30 to 17:30, or Saturday 08:30 to 12:30. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

5. Hand the packaged product to the courier.

6. After courier pickup, you can track your delivery at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You will 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 your ear tips, charging cable or other accessories in the satchel. If you include extra items, we will be unable to return them to you.*

3. Place the shipping label in the satchel’s clear plastic pocket.

To arrange a collection, either:

• Write an email

• Use the subject line "Apple collection – AirPods Pro" followed by the TNT consignment number.

• 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.

• 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 repaired or replaced AirPods Pro

Note the serial number of your wireless charging case when it's returned to you, as it may have been replaced. 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 AirPods Pro.