We’re sorry your iPhone isn’t working as it should.
After you’ve contacted Apple for a replacement, you’ll receive a kit that contains a replacement iPhone with everything you need to return your defective iPhone to Apple.
Important: Be sure to return your defective iPhone so that Apple receives it within ten days of the day the replacement iPhone shipped (check your ship date). If Apple doesn't receive your iPhone within ten days, or if Apple technicians find that the iPhone has accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement iPhone. For more details, see terms and conditions.
Before you ship your iPhone
Follow these steps before you return your defective iPhone. If it won't turn on or respond, finish as many steps as possible:
- Back up your iPhone. To protect your data, follow the steps in the “Before you send” section of this article.
- Remove your device from Find my iPhone.
- If possible, charge your iPhone fully and turn it off.
- Remove the SIM card from your iPhone if it uses one and keep it in a safe place. If your iPhone doesn't use a SIM card, contact your wireless service provider to suspend service.
Pack your iPhone using the included packaging materials
- Place your iPhone in the bag. Do not include your stereo headset, USB cable, power adapter, or other accessories.
- Place the bag in the shipping box.
- Remove the top label from the shipping box. This is your receipt. Make sure the return shipping label remains on the box.
- Seal the box with the tape provided, making sure the red, black, and white battery sticker is clearly visible on the outside of the box.
Ship your iPhone to Apple
- Find the name of the courier on the return shipping label.
- Visit the courier’s website to schedule a pickup or find a drop-off location.*
- Get a receipt from the courier.
- In a few days, check that Apple has received your defective iPhone.
*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.
Use your replacement iPhone
- Record the serial number of your replacement iPhone. 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.
- If your iPhone uses a SIM card, insert the SIM card into your iPhone.
- Restore your iPhone from an iCloud or iTunes backup.
© 2019 Apple Inc. All rights reserved. Apple, the Apple logo, iPhone, and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries. AppleCare and iCloud are service marks of Apple Inc., registered in the U.S. and other countries. Other product and company names mentioned herein may be trademarks of their respective companies.
NOTICE TO CALIFORNIA CONSUMERS
1. An estimate for repairs, as required (section 9844 of the California Business and Professions Code), shall be given to the customer by the service dealer in writing. The service dealer may not charge for work done or parts supplied in excess of the estimate without the prior consent of the customer. Where provided in writing the service dealer may charge a reasonable fee for services provided in determining the nature of the malfunction in preparation of a written estimate for repair. For information, contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento, CA 95814.
2. A buyer of this product in California has the right to have this product serviced and repaired during the warranty period. The warranty period will be extended for the number of whole days that the product has been out of the buyer's hands for warranty repairs. If a defect exists during the warranty period, the warranty will not expire until the defect has been fixed. The warranty period also will be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect and the buyer notifies the manufacturer or seller of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return this product for a replacement or a refund subject, in either case, to deduction of a reasonable charge for usage. The time extension does not affect the protection or remedies the buyer has under other laws.