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

If you need a repair for your Powerbeats Pro earbuds, find out how to prepare and return your product to Apple.

Need a different country or region?

Pack your 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, these won't be returned 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.

   

Charging case

1. Place your charging case in the insert inside the small box, then place the lid on the 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, these won't be returned to you.

   

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

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

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

3. Take your postage label and packaged 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 your product return.

5. Your product will be serviced as quickly as possible. Check the status of your service request.

Japan

A courier will bring a box to collect your original product.

1. Hand your product to the courier. Don’t include any accessories with your box (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

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 tape. Don’t include accessories (such as your ear tips or charging cable) 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.

   • 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 your Return AWB number from the pre-printed AWB provided in the box.

4. Hand the packaged product to the courier.

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

New Zealand

You’ll 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 accessories (such as your ear tips or charging cable) in the satchel. 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 – Powerbeats Pro” 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 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 serviced Powerbeats Pro earbuds

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 Powerbeats Pro earbuds after a service or replacement.