Use Express Replacement Service for your AirPods, AirPods Pro or AirPods Max

With Express Replacement Service, you’ll receive a kit that has your replacement AirPods or AirPods Pro and everything you need to send your original product to Apple.

About Express Replacement Service

• With Express Replacement Service, Apple will send you a replacement product first – so you don’t have to wait for a service.

• After you’ve received your replacement product, send back your original product straight away. Apple must receive your original product within 10 days after your replacement was dispatched.

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

Find the dispatch date of your replacement product

Before you return your original AirPods, AirPods Pro or AirPods Max

• Remove your AirPods from your Apple Account: in the Find My app, select the Devices tab > select your AirPods, then swipe up and tap Remove This Device. Tap Remove to confirm.

• If you're sending AirPods Pro, remove the ear tips and keep them in a safe place. If you're sending AirPods Max, be sure to remove the ear cushions. If you include your ear tips or ear cushions, they won't be returned.

Pack your original AirPods or AirPods Pro

Your Express Replacement Service kit includes everything you need to pack and send your original product to Apple – including the small box and larger postage box that your replacement product arrived in, which you can use to pack and send your original product back to Apple.

Don’t include anything else in the boxes – such as your ear tips, USB cable, power adapter or other accessory. Additionally, you should only include the AirPods components for which you filed your claim (for example, if you filed your claim for the right earbud, only send the right earbud). If you include extra items in the box, they won’t be returned to you.

Depending on whether you’re sending in one or both earbuds or the charging case, you may not have to follow all steps to pack your original AirPods or AirPods Pro.

1. For each earbud that you’re sending, slide the stem into the paper tube of the insert, then fold in the top flap.

   

2. Put each insert into the small white or natural box in which its replacement arrived.

   

3. Put the small box or boxes into the same larger postage box that was delivered to you. If there is a battery sticker pasted on the outside of the postage box, make sure it’s not covered with tape or a postage label.

Pack your original AirPods Max

Follow these steps to prepare your AirPods Max:

1. Remove your ear cushions and keep them in a safe place to use them again later.

   

2. Place each ear piece inside a separate bag.

   

3. Rotate the ear pieces and place them face down, then place your AirPods Max into the moulded plastic insert. Place the lid on the white box.

   

4. Place the white box in the brown delivery box and close it. (Do not include your ear cushions, USB cable, power adapter or other accessories. If you include extra items in the box, these won't be returned to you.)

   

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

   

Send your original product to Apple

Your Express Replacement Service package contains a pre-printed DHL Return Air WayBill (AWB). Use this label and the box your replacement product arrived in to return your original product.

1. Affix the provided DHL Return AWB to the box, covering the original AWB label completely.

2. To arrange collection, call DHL Singapore Customer Service: (+65) 6285 8888.

   • Note that you’re using a pre-paid return service.

   • Be ready to provide your name, company name (Apple), account number and AWB number (found on the DHL Return AWB), contents (electronic product) and number of pieces (1), weight (1 kg), pick-up address and time, and your phone number.

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.