Return policy

How can I make a return?

1. Visit our Orders and Returns page

Fill out a form on our Orders and Returns page. All return requests are subject to an initial assessment.

Please note: all returns must be processed by CarltonOne (Klarna’s customer service provider for products purchased on Apple from Klarna). Items cannot be returned to an Apple Store, through the Klarna App, through Klarna.com, to the Apple shipping warehouse, or through Apple or Klarna customer service.

2. Follow the return instructions

Once you complete the form, you will receive an email confirming the return request, along with the required steps for you to complete an initial assessment. Upon completion of the assessment, a member of our customer service team will notify you of whether your item(s) are eligible and approved to be returned.

3. Ship the item(s)

If your return request is approved, you’ll receive a prepaid FedEx return label. The item(s) must be dropped off at a FedEx location within 14 days of their initial delivery date, in the original packaging, undamaged, and in original working conditions. Print the label, attach it securely to the package, and drop it off at your nearest FedEx location.

Please note: we do not offer return extensions after 14 days.

FedEx Drop Box option:

You may also return your package via a FedEx Drop Box. However, please note:

• FedEx Drop Boxes do not provide proof of drop-off.

• We strongly recommend obtaining a receipt from a staffed FedEx location. If no receipt or tracking confirmation is available, and the shipment isn’t recorded by FedEx, we may not be able to assist in recovering the item(s).

• The package being returned is considered to be in your possession until a receipt is obtained by FedEx or the tracking details indicate the shipment is in possession of FedEx.

4. Refund processing

Please allow 5-7 business days after the package reaches our returns warehouse for assessment and refund processing. If your return is accepted, you’ll receive a notification once your refund is issued, and it will appear in your Klarna account.

Return requirements

Eligible products

Only the following products are eligible for returns. Products not listed below are not eligible for return or refund.

• iPhone

• iPad

• Apple Watch

• Mac

• AirPods

• Beats

• HomePod

• Apple Studio Display

• Apple Pencil

• Magic Keyboard

If any unapproved or ineligible items—such as device cases or charging adapters—are returned, no refund will be issued, and those items will not be returned to you.

Return conditions

• Original packaging required

• Undamaged condition, unlocked, and reset to factory settings

• Have Find My iPhone / Find My Friends disabled before return

• Original working condition

If returned items do not meet the return requirements, and/or do not match the information provided in the initial assessment, the return will not be accepted. Some returns may be subject to further review.

Return timeline

• Returned items must be dropped off at a FedEx location within 14 days of their initial delivery date

• No extensions available

• 5-7 days return assessment and processing time

Damaged, defective, or incorrect items

Please note: all order issues must be immediately reported to CarltonOne (Klarna’s customer service provider for products purchased on Apple from Klarna).

All returns for damaged, defective, or incorrect items must be completed within 21 days of delivery of the item(s).

Damaged in transit

If your item arrives damaged, please report it through our Orders and Returns page as soon as possible. Be sure to include photos of:

• The damaged shipping box

• The damaged product (if applicable)

Defective items

If your item appears defective, but was not damaged in transit, contact AppleCare at 1-800-676-2775. AppleCare will help troubleshoot the issue.

If the product is confirmed defective, AppleCare will provide a Case ID and advise you to contact CarltonOne (Klarna’s customer service provider for products purchased on Apple from Klarna) for assistance. Please have your Case ID ready when contacting CarltonOne.

Incorrect Items

If you receive an incorrect item, visit our Orders and Returns page to contact our customer service team. Incorrect items must remain factory sealed in their original packaging.