How to send your AirPods Max to Apple using Express Replacement Service from the Asia-Pacific region

Find out how to send your AirPods Max back to Apple after you get a replacement.

Important: Make sure you return your product so that Apple receives it within 10 days of the day your replacement product was sent to you by Apple (check your dispatch date). If Apple doesn't receive your original product within 10 days, or if Apple technicians find that your original product is ineligible for service or for any reason not covered by an active AppleCare+ plan, you'll be charged the full value of the replacement product. For more details, see Beats Express Replacement Service, ERS terms and conditions for service covered by Apple's Limited Warranty or an AppleCare plan or ERS terms and conditions for out-of-warranty service.

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The United States and Canada

Europe

Before you ship your AirPods Max

1. Remove the ear cushions from your AirPods Max.

   

Pack your AirPods Max

Customers in Japan may proceed to the Ship your AirPods Max to Apple section.

1. Place each ear piece in a separate bag.

   

2. Rotate the ear pieces so they face downwards and place the AirPods Max into the moulded plastic insert. Then place the top on the small box.

   

3. Place the small box in the shipping box.

   

4. Close the box.

   

5. Seal the shipping box with the provided tape.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

6. Place the battery sticker on the bottom of the shipping box.

   

7. Remove the top label from the box. This is your receipt. Make sure the return delivery label remains on the box.

Ship your AirPods Max to Apple

Choose your country or region:

Australia

Please use the same box that included your replacement device when returning your product.

1. You will receive an email from Apple once the replacement product has been sent. Print the shipping label from the Repair Status link provided in the email.

2. Package your product. Don't include accessories in the box (such as your headphone ear cushions). If you include extra items, we will be unable to return them to you.*

3. Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.

4. Australia Post will provide you with a receipt to confirm the lodgement of your part return.

5. Check that Apple has received your product after a few days.

Hong Kong

Please use the same box that included your replacement device when returning your product.

1. Place your packaged product into the shipping box and seal the box with the provided tape. Don’t include accessories (such as your headphone ear cushions) in the box. If you include extra items, we will be unable to return them to you.*

2. Call Shun Feng Hong Kong Customer Service on 8302 2883, during weekdays (Monday to Friday), to arrange collection of your product. Enter 1 (for Cantonese), 2 (for English) or 3 (for Mandarin). Advise Shun Feng that you are using a pre-paid return service. The customer service agent will take your details and arrange a collection. You will be asked to provide the following details over the phone:

   • Your name

   • Pick-up address (must be the same as the replacement device delivery address)

   • Company name: Apple

   • Contact number

   • Repair ID

3. Hand your packaged product to the Shun Feng Hong Kong courier. The courier will assist you with return AWB pasting on the box and apply an additional Protection Plus seal.

4. Check that Apple has received your product after a few days.

Japan

A courier will bring your replacement product and collect your original product.

1. Hand your product to the courier when they deliver your replacement product. Don't include accessories (such as your headphone ear cushions) when handing your product to the courier. If you include extra items, we will be unable to return them to you.*

2. After a few days, check that Apple has received your product.

Malaysia

Please use the same box that included your replacement device when returning your product.

1. Place your product into the shipping box and seal the box with the provided tape. Don’t include accessories (such as your headphone ear cushions) in the box. If you include extra items, we will be unable to return them to you.*

2. Call GD Express Malaysia Customer Service on 03-7787-6776, Monday to Friday from 8:30 am to 5:30 pm, or Saturday from 8:30 am to 12:30 pm, to arrange for a courier to collect your device. Inform customer service that you are using a pre-paid return service and provide your Repair ID number.

3. The courier will bring a Return Airway Bill (AWB) to collect your packaged device.

4. Paste the AWB label on the box.

5. Give your package to the courier.

6. Check that Apple has received your product after a few days.

New Zealand

You'll receive a kit by post that contains a replacement product with everything you need to return your original product to Apple.

1. Remove the TNT postage label from the box. Next to the barcode on the postage label, look for the consignment number, which begins with "GE". Make a note of the number.

2. Put the packaged AirPods Max in the TNT satchel and seal the satchel. Don't include accessories (such as your headphone ear cushions) in the satchel. If you include extra items, we will be unable to return them to you.*

3. Place the postage label in the satchel's clear plastic pocket.

To arrange a collection, either:

• Write an email

  1. Use the subject line "Apple collection — AirPods Max" followed by the TNT consignment number.

  2. In your email, please mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and include your phone number.

  3. Send the email to customerservice.nz@tnt.com.

OR

• Call TNT Customer Service on 0800 275 868 and provide all the information in step "2" of “Write an email” above.

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

After a few days, check that Apple has received your product.

Singapore

Your package contains a pre-printed return DHL AWB to send your product back. Please use the same box that included your replacement device to return your product.

1. Put your product into the shipping box and seal the box with the tape provided. Don’t include accessories (such as your headphone ear cushions) in the box. If you include extra items, we will be unable to return them to you.*

2. Paste the DHL Return AWB on the box, and make sure the return AWB label covers the original AWB label completely.

3. Call DHL Singapore Customer Service to arrange the collection of your product on (+65) 6285 8888. Advise DHL that you are using a prepaid return service. The customer service agent will take your details and arrange a collection. You will be asked to provide the following details over the phone:

   • Your name

   • Account number (See your DHL Express Flyer)

   • Company name: Apple

   • AWB Number (See your DHL Express Flyer)

   • Contents: Electronic product

   • Pick-up address and time

   • Contact phone number for pick-up

   • Number of pieces: 1

   • Weight: 1kg

4. Hand the packaged product to the DHL courier.

5. Ask the courier for proof of collection.

6. After a few days, check that Apple has received your product.

Vietnam

You will receive a commitment letter to send back your product. Please use the same box that included your replacement device to return your product.

1. Place the packaged product into the box, but don't seal it.

2. Navigate to kbb.ghtk.vn to arrange collection of your product. On the booking website, you'll be requested to provide the repair ID and mobile phone number for validation purposes. If you experience any issues related to the booking website, please contact Giaohangtietkiem (GHTK) on 1900 6092.

3. Complete the commitment letter prior to the courier's arrival and make sure the letter has been signed.

4. Seal the package in front of the courier after placing the commitment letter inside the shipping box. Don’t include accessories (such as your headphone ear cushions) in the box. If you include extra items, we will be unable to return them to you.* Proof of collection will be provided after you've handed the package to the courier.

5. After a few days, check that Apple has received your product.

Use your replacement AirPods Max

Record the serial number of your replacement product. Your replacement Apple product is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer. Consumer law rights may also apply to your replacement product in those countries as applicable.

Find out how to use your AirPods Max.