How to send your Powerbeats Pro earbud to Apple from the Asia-Pacific region

Find out how to return your original Powerbeats Pro earbud back to Apple after a service.

After you’ve contacted Apple for service:

• In Australia, you’ll receive your replacement product by post. Please use the same box that included your replacement device when returning your product.

• In Hong Kong, New Zealand and Singapore, you’ll receive a kit by post that contains a replacement product with everything you need to return your original product to Apple.

• In Japan, a courier will bring your replacement product and collect your original product.

Returning your original product is not required if it was lost.

Important: If you’re exchanging a product, return it so that Apple receives it within 10 days of the day your replacement part was sent to you by Apple (check your dispatch date). If Apple doesn’t receive your product within 10 days, or if Apple technicians find that your original product is ineligible for a service or for any reason not covered by an active AppleCare+ plan, you’ll be charged the full value of the replacement part. For more details, see Terms and Conditions.

Pack your Powerbeats Pro earbud

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

1. Set your Powerbeats Pro earbud in the tray in the small box. Don't include any accessories (such as your ear tips or charging cable). If you include extra items in the box, we won’t be able to return them to you.

   

2. Place the lid on the small box.

   

3. Put the small box in the postage box.

   

4. Close the box.

   

5. Seal the postage box with tape and send the box to Apple. 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 to Apple

Choose your country or region:

Australia

1. You’ll receive an email from Apple once the replacement product has been sent. Print the shipping label from the Repair status link provided in the email. Please use the same box that included your replacement device when returning your product.

2. Take your shipping label and packaged Apple 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 the part return. Please keep your receipt.

4. Check that Apple has received your Apple 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 delivery box and seal the box with the tape provided.*

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 product to the courier. Do not include any accessories with your earbud (such as your ear tips or charging cable). If you include extra items in the box, these won't be returned to you*

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

Check the status of your service request.

New Zealand

1. Remove the TNT shipping 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.*

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 – Powerbeats Pro earbud” followed by the TNT consignment number.

2. 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.

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

OR

• Call TNT Customer Service on 0800 275 868 and mention that you're using a prepaid satchel on account number 320792, note 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 Apple 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 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.*

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: 1 kg

3. Hand your packaged product to the DHL courier.

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

Use your Powerbeats Pro earbud after service

If you're only replacing an earbud (or both earbuds), your serial number will not change. Your serviced part is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer. Australia or New Zealand consumer law will also apply to your serviced product in those countries.

Set up your replacement Powerbeats Pro earbud

1. Put both Powerbeats Pro earbuds in your charging case. Keep the lid open.

2. Check the LED status light on the front edge of the case. It should flash red.

3. Press and hold the system button on the inside of the case for 5 seconds. The status light should flash white. If it is still flashing red, connect the case to power, close the lid and wait 20 minutes.

4. Pair your Powerbeats Pro with your device.

Pair with iPhone

1. With your earbuds still inside and the case still open, hold the Powerbeats Pro next to your unlocked iPhone. A setup animation will appear on your iPhone.

2. Follow the onscreen instructions.

Pair with another device

1. Make sure you have enabled Bluetooth on your device.

2. With your earbuds still inside and the case still open, press and hold the system button on your Powerbeats Pro until the LED blinks.

3. Open the Bluetooth menu on your device. For example, on your Mac, choose Apple () menu > System Preferences, then click Bluetooth.

4. In the list of discovered Bluetooth devices, tap or click your Powerbeats Pro.