Use Express Replacement Service for your Apple TV

With 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.

About Express Replacement Service

  • With Express Replacement Service, Apple sends you a replacement Apple TV first — so you don’t have to wait for a repair.

  • After you get your replacement Apple TV, use the same box to send back your original product right away. Apple must receive your original product within ten days after your replacement was shipped.

  • Your replacement Apple TV is covered for 90 days or the remainder of your original product warranty, whichever is longer. This coverage is in addition to any rights provided by consumer protection laws in your country or region or any AppleCare+ plan.

Find the shipping date of your replacement Apple TV product

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 Apple TV to Apple

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

  1. Remove the TNT shipping 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 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: 088 275 868

    • Explain that you’re using a prepaid satchel on account number 320792, say 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. Be sure to keep your booking reference number as proof that you’ve arranged collection

Apple is not responsible for any damage during shipping.

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