Prepare your Apple TV for Express Replacement Service

After you schedule Express Replacement Service*, you get a kit that has your replacement Apple TV and everything that you need to send back your original Apple TV.

Before you return your Apple TV

Erase your Apple TV to restore it to factory settings and remove your personal information:

1. On your Apple TV, go to Settings > System (or General) > Reset.

2. Select Reset (or Reset All Settings).

Make sure to keep your Apple TV plugged in to power until the reset process finishes.

Pack your Apple TV

When you pack your Apple TV, don’t include anything else in the box — like the remote, cables or other accessories. If you do, they won’t be returned to you.

Apple TV 4K 2nd generation, Apple TV 4K 1st generation and Apple TV HD

1. Put your device in the fibre bag, then open the cardboard insert and place the bagged device in the base of the box under the insert. Don’t place the device in the box without opening the insert.

2. Close the insert, making sure the two locking tabs on the insert are secured to the box.

3. Close the box. Make sure that the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Apple TV 4K 3rd generation

1. Unplug your Apple TV, place it inside the product box and close the lid.

2. Place the product box in the insert inside the shipping box.

3. Send the box to Apple. Make sure that the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Send your Apple TV to Apple

After packing your product, use the TNT satchel to complete the delivery process:

1. Remove the TNT postage label from the box.

2. Note the consignment number — which starts with "GE" and located next to the barcode on the shipping label.

3. Put your packaged product in the TNT satchel, seal the satchel and place the postage label in the clear plastic pocket.

Then contact TNT Customer Service to arrange a collection:

• Email: customerservice.nz@tnt.com

  • Subject line: "Apple collection - Apple TV", followed by the TNT consignment number

  • In the email, note that you’re using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

• Call: 0800 275 868

  • Explain that you’re using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

TNT will provide a booking reference number and collection date in response to your email or phone call. Make sure you keep your booking reference number as proof that you’ve arranged collection

Apple will release the temporary hold on your card after we process your original device and confirm that the issue is covered. If your original device is not returned within 10 working days or is found ineligible for service due to unauthorised modifications or severe damage, the hold will be charged to your card.