If your item has arrived Damaged In Transit (DIT), you must let us know within 48 hours of the delivered parcel. Please contact Apple Care immediately to report your defective product. Failure to do so could result in your return being rejected.
If you are asked to return your device, we ask that you follow the below steps.
To return an item that has been damaged in transit, please follow the below process:
- Go to My Account
- Select your new Apple product order
- Click 'Return Item'
- Select 'Damaged In Transit' from the returns reason dropdown menu
At this point, we will provide you with an email address to send photo evidence of the damage. We require photos of the inner and outer packaging and photos of the damage to the device. If you have been provided with a Case ID from Apple Care, please include this and your order number in the email.
Photo evidence is a mandatory requirement. Any Damaged in Transit claims submitted without photo evidence could be rejected.
What happens once I've submitted my photo evidence to you?
We will process the DIT claim, which can take up to 24 hours.
We will then send you an email with your Returns Merchant Authorisation (RMA) number. You must use this number to book your return via the Royal Mail website.
We will provide full details on how to arrange the return in your RMA email.
Once you have your label, please return the product with the original receipt, original packaging, and its included accessories to the address on the label.
We will issue your refund when we confirm that your device has been returned and the damage matches the photo evidence you provided.