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 shipping 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 shipping label.

Ship your original Apple TV 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 Apple TV 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 — 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

  • 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.