How to remove and replace your Apple Vision Pro Audio Strap for a service

If you need to send your Apple Vision Pro Audio Strap in for a service, find out how to remove and replace it.

After you’ve contacted Apple for a service, you’ll receive everything you need to return your Apple Vision Pro Audio Strap to Apple.

What comes in the service box

  • Extraction tool

  • Replacement Audio Strap

How to replace your Audio Strap

  1. Place Apple Vision Pro inside its cover.

  2. Turn the power cable anticlockwise to remove it from the Audio Strap.

  3. Remove the head band from your Vision Pro. If you include extra items in the box, we won’t be able to return them to you.

  4. Pull the Light Seal and Light Seal Cushion straight off the Enclosure.

  5. Place the Enclosure cover glass side-down on a flat surface.

  6. Locate the small eject holes next to each Audio Strap on the inside edge of the Enclosure.

  7. Insert the extraction tool carefully into the eject hole on your Apple Vision Pro. Only use the included extraction tool – do not use a paper clip or SIM eject tool.

  8. While continuing to press the extraction tool into the eject hole, pull the Audio Strap outwards slowly, keeping it straight and aligned. Don’t wiggle the strap or pull it off at an angle.

  9. Remove the extraction tool from the eject hole.

  10. Insert the replacement strap onto the Enclosure slowly, keeping it straight and aligned. Don’t wiggle the Audio Strap or insert it at an angle. Push it in firmly until you hear or feel two clicks.

  11. After the strap has clicked into place, gently wiggle the Audio Strap up and down and gently pull on it to ensure it’s fully latched.

Pack your Audio Strap

After you’ve successfully removed the old Audio Strap and replaced it with the new strap, pack your old Audio Strap in the box to return to Apple.

  1. Place the Audio Strap in the small box.

  2. Place the lid on the box.

  3. Put the small box into the large delivery box and close it.

  4. Seal the box with tape and send the box to Apple.*

* Apple is not responsible for any damage sustained during delivery.

Send your Audio Strap to Apple from Singapore

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

  1. Put your product into the postage box and seal the box with the provided tape. Paste the DHL Return AWB on the box and make sure the return AWB label covers the original AWB label completely. Don’t include other accessories in the box. If you include extra items, we are unable to be return them to you.

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

    1. Your name

    2. Account Number (See your DHL Return AWB)

    3. Company Name - Apple

    4. AWB Number (See your DHL Return AWB)

    5. Contents: Electronic product

    6. Pick-up address and time

    7. Contact phone number for pick-up

    8. Number of pieces: 1

    9. Weight: 54.4 grams (right Audio Strap), 55.8 grams (left Audio Strap)

  3. Hand your packaged product to the DHL courier.

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

If Apple does not receive your original device within 10 days, or if Apple technicians find that your original device is ineligible for a service or for any reason not covered by an active AppleCare+ plan, you’ll be charged the full value of the replacement device. For more details about warranty and service, visit Apple Vision Pro Express Replacement Service.

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