Send your HomePod or HomePod mini to Apple for service

After you've contacted Apple for service, you'll receive a kit that contains everything you need to return your product to Apple.

Before you return your HomePod or HomePod mini

Remove your personal information by resetting your HomePod or HomePod mini to factory settings:

  1. Open the Home app on a iPhone, iPad or Mac signed in to the same Apple Account that you used to set up your HomePod.

  2. Select your HomePod, select the Settings button, then select Reset HomePod.

  3. Select Remove Accessory

If a white spinning light doesn’t appear, find out what to do next

Pack your HomePod or HomePod mini

When you pack your HomePod or HomePod mini, don’t include anything else in the box — such as a power adapter, cable that isn't attached to your product or other accessory. If you include extra items in the box, they won’t be returned to you.

HomePod

  1. Place your HomePod inside the smaller box, then close it.

  2. With the provided tape stripes, seal opposite ends of the box.

  3. Open the larger shipping box, pull down the front flap to reveal the insert and place the smaller box into the insert.

  4. Close the shipping box and place the side tabs into the insert. Make sure the battery sticker has been pasted flat on the box and isn't covered by tape or a shipping label.

HomePod mini

  1. Remove the cardboard divider from the box.

  2. Place the HomePod mini on the left side of the box and the rolled-up cord on the right side of the box.

  3. Place the divider back in the box, and make sure the cord goes through the hole at the bottom of the divider.

  4. Close the lid. Make sure the battery sticker has been pasted flat on the box and isn't covered by tape or a shipping label.

Ship your HomePod or HomePod mini to Apple

First, pack your HomePod or HomePod mini in the TNT satchel:

  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 postage label.

  3. Put your packaged HomePod 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 — HomePod," 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: 088 275 868

    • 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.

TNT will provide a booking reference number and collection date in response to your email or phone call.

Apple is not responsible for any damage sustained during transit.

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