Send your AirPods, AirPods Pro or AirPods Max to Apple for a service

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

Before you return your product

• Remove your AirPods from your Apple Account: in the Find My app, select the Devices tab > select your device, 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 include your ear tips, they won’t be returned.

• If you’re sending AirPods Max, remove the ear cushions. If you include your ear cushions, they won’t be returned.

Pack your AirPods or AirPods Pro

Don’t include anything else in the box – such as your ear tips, USB cable, power adapter or other accessory. If you include extra items, they won’t be returned.

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

1. For each earbud you’re sending, slide the stem of each AirPods or AirPods Pro earbud 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. If you’re also sending the charging case, put it into the small white or natural box in which your replacement charging case arrived.

4. 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 AirPods Max

Don’t include anything else in the box – such as your ear cushions, USB cable, power adapter or other accessory. If you include extra items, they won’t be returned.

1. Place each ear piece in a separate bag, then rotate the ear pieces so they’re face-down and place your AiPods Max into the plastic insert.

2. Place the top on the white box containing the plastic insert, then place the white box into the larger brown postage box.

3. Close the postage box and tape it shut. Make sure the battery sticker is pasted flat on the box and isn’t covered by the tape of the postage label.

Send your product to Apple

Your package contains a pre-printed DHL Return Air Way Bill (AWB) label. Use this label and the provided box to send your iPad for a service.

1. Attach the provided DHL Return AWB label on the box.

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

   1. Mention that you’re using a pre-paid return service.

   2. Provide your name, company name (Apple), account number and AWB number (found on the DHL Return AWB label), 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 product.