Prepare your Beats product for Express Replacement Service

After you’ve scheduled Express Replacement Service*, you’ll get a kit that has your replacement Beats earbuds or headphones and everything you need to send back your original product.

Before you return your original Beats product

Remove your Beats product from your Apple Account: In the Find My app, select the Devices tab > your Beats product, then swipe up and tap Remove this Device. Tap Remove to confirm.

Pack your Beats product

When you pack your Beats product, don’t include anything else in the box — like wing tips, ear tips, charging cables or other accessories. If you do, they won’t be returned to you.

Beats earbuds

1. Within the product box, place your earbuds into the indentation in the tray.

2. Place the lid on the product box, then put it in the larger shipping box.

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

Beats charging case

1. Within the product box, place your charging case into the indentation in the tray.

2. Place the lid on the product box, then put it in the larger shipping box.

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

Beats headphones or earphones

1. Place your headphones or earphones in the bag, then close the bag.

2. Place the bag in the product packaging:

   1. Product box: Place the bag in the box and place the lid on it.

   2. Insert: Slide the bag under the insert’s protective film, fold down the filmed sides of the insert and fold up the other sides of the insert.

3. Place the product box or insert in the larger shipping box, then close the shipping box. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a shipping label.

Beats Pill

1. If there’s a bag provided, place your Beats Pill in the bag before placing it in the box.

2. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a shipping label.

Ship your original Beats product to Apple

If you have a pre-printed TNT shipping label,

1. Remove the TNT shipping label from the box.

2. Note the consignment number — it starts with “GE” and you can find it next to the barcode on the shipping label.

3. Put the postage box with your packaged Beats in the TNT satchel, seal the satchel and place the shipping label in the clear plastic pocket.

Then contact TNT Customer Service to arrange a collection:

• Email: customerservice.nz@tnt.com

  • Subject line: “Apple collection — Beats“, 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

  • 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. 

If there is no pre-printed shipping label,

1. To arrange collection, email DHL New Zealand Customer Service: aukad.applerma@dhl.com. Mention that you’re using a pre-paid return service. Provide the information below in your email request:

   • DHL tracking number for the replacement unit. This tracking number is a 10 digit numerical reference that is available on your replacement unit shipping label or email.

   • Preferred Pick Up Date (at least 2 working days after the email is sent to DHL).

2. DHL will respond to your email and provide the return shipping label within 1 working day. Please print out the return shipping label provided by DHL via email and attach the provided DHL shipping label on the box, covering the replacement unit shipping label completely.

3. DHL may use a 3rd party (New Zealand Post) for collection.

When you give your packaged product to the DHL courier, make sure you get proof of collection to confirm that you’ve returned your original product. Apple isn’t responsible for any damage sustained during delivery.

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 business days or is found ineligible for service due to unauthorised modifications or severe damage, the hold will be charged to your card.