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

Here’s how you send your HomePod back to Apple after you get a replacement.

Need a different country or region?

After you’ve contacted Apple for service:

  • In Australia, you’ll receive your replacement product by mail. You’ll be provided with a link to a shipping label to print at home. You’ll return your product to Apple using the shipping label.
  • In Hong Kong, you’ll receive a kit by mail that contains a replacement product with everything you need to return your product to Apple.
  • In Japan, a courier will bring your replacement product and collect your product.

Important: Be sure to return your product so that Apple receives it within 10 days of the day your replacement product was shipped to you by Apple (check your ship date). If Apple doesn’t receive your original product within 10 days, or if Apple technicians find that your issue was caused by accidental damage or unauthorized modifications, you’ll be charged up to the full value of the replacement product. For more details, see 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.

Before you ship your HomePod

  1. Remove your HomePod from the Home app.

Pack your HomePod

Customers in Japan may proceed to the ship your HomePod to Apple section.

  1. Unpack your replacement HomePod. You’ll re-use the packaging to ship back your HomePod.
  2. Put your HomePod into the box.
  3. Put the foam insert back into the box, threading the cord through the slit in the insert.
  4. Roll the cord up inside the hole at the top of the foam insert.
  5. Close the lid of the box. Then, remove the tape provided from its backing.
  6. Use the tape provided to seal the box as shown.

Ship your HomePod to Apple

Select your country or region:

AustraliaHong KongJapan

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.
  3. Australia Post will package your product and provide you a receipt to confirm your product return.*
  4. In a few days, check that Apple has received your product.

*Apple is not responsible for any damage during shipping.

Hong Kong

  1. Call DHL Hong Kong Customer Service to arrange collection of you HomePod at (+852) 2400 3388.  Advise DHL that you are using prepaid return service.  The customer service agent will take your details and arrange for a collection.  You will be asked to provide the following details over the phone:
    -Your Name
    -Account Number (See your box)
    -Company Name – Apple
    -Contents (See your box)
    -Weight (See your box)
    -City and postal code
    -Shipment value (See your box)
  2. Stick your invoice pouch over the Neutral Delivery (NDS) label on the box.
  3. Stick your return shipping label over the original shipping label on the box.
  4. Hand the packaged HomePod to the DHL courrier.*
  5. Ask the courier for proof of collection.
  6. In a few days, check that Apple has received your HomePod.

*Apple is not responsible for any damage during shipping.

Japan

  1. Hand your HomePod to the courier who brings your replacement HomePod.*
  2. In a few days, check that Apple has received your HomePod.

*Apple is not responsible for any damage during shipping.

Use your replacement HomePod

  1. Make note of your replacement HomePod serial number. 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. Australia or New Zealand consumer law will also apply to your replacement product in those countries.
  2. Set up and use your replacement HomePod.

© 2020 Apple Inc. All rights reserved. Apple, the Apple logo, and HomePod are trademarks of Apple Inc., registered in the U.S. and other countries and regions. AppleCare is a service mark of Apple Inc., registered in the U.S. and other countries and regions.

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