Other Apple Return/Exchange Policy when Apple Stores are CLOSED?

[ET iPhone Home]

Do you guys know Apple's Return/Exchange Policy when all Apple Stores here in California are all CLOSED (at least through Jan. 5, 2021)?

I called Apple Care and they told me that any in-store purchases cannot be returned by mail. It must be returned in-store. The receipt has no order number for them to create a return ticket. Even when logging onto my Apple ID account online, my in-store purchase is not reflected (only online orders appears).

I purchased an iPhone 12 Pro Max in-sore for my mother and she's decided to keep her XS Max and upgrade next year. My receipt has a return date of Jan. 8th, 2021. "What if" Apple doesn't open by Jan. 8th. - what happens? According to Apple Care, once stores re-open, I have 14 days from the first date the stores re-open for any return/exchanges/refunds disregarding what date the receipt states. But this policy is no where on Apple.com. Can I rely/trust this information? I just didn't want to be out $1199 plus CA. tax.

Thanks. Much appreciated.

 

[mongobongo]

This is not an informed opinion but I would say of course you can trust the information you received from Apple Care. Honestly it's the only answer that would make any sense.

 

[doxielover]

I’m planning on returning my 12 pro max in CA store when they open even though I bought online. My return date is also Jan 8. I bought my pro max with gift cards. I don’t trust the screwy mail delivery and too hard to dispute gift card charges if somehow it doesn’t make it back to Apple. I will get quite upset in store if they refuse me to return if they open after Jan 8. Maybe this is their strategy to get less in store returns.

 

[russell_314]

I’m planning on returning my 12 pro max in CA store when they open even though I bought online. My return date is also Jan 8. I bought my pro max with gift cards. I don’t trust the screwy mail delivery and too hard to dispute gift card charges if somehow it doesn’t make it back to Apple. I will get quite upset in store if they refuse me to return if they open after Jan 8. Maybe this is their strategy to get less in store returns.

Instead of waiting to see if they’ll accept it and getting upset how about doing some planning. Call Apple and ask if you can wait for the store to open. Since you bought it online you might not be covered by the in store return wait. Actually better than call message them so you have a record of the conversation.

 

[akash.nu]

Go on Apple chat support and ask them the same question, then keep the transcript in your email. That’s the only backup suggestion I can think of.

This way you’d verify the same information with more than one rep and you’d have a record of what they have promised as well.

 

[JPack]

According to Apple Care, once stores re-open, I have 14 days from the first date the stores re-open for any return/exchanges/refunds disregarding what date the receipt states. But this policy is no where on Apple.com. Can I rely/trust this information? I just didn't want to be out $1199 plus CA. tax.

Yes, this was honored globally during the first shutdown. In many cases, the stores allowed customers to return up to 30 days after the stores reopened.

 

[ericwn]

Go on Apple chat support and ask them the same question, then keep the transcript in your email. That’s the only backup suggestion I can think of.

This way you’d verify the same information with more than one rep and you’d have a record of what they have promised as well.

Excellent idea! Keep a record.

 

[doxielover]

Yes, this was honored globally during the first shutdown. In many cases, the stores allowed customers to return up to 30 days after the stores reopened.

Did this include online orders also?

 

[Shadowbech]

Did this include online orders also?

Typically with online orders, even though it is an in-store pick up can be returned by mail and Apple typically sends you a shipping label to return it back. So even if you purchased something, you have 14 days from the date it is picked up. On Day 13 or 14, if you initiate the return then, you do get additional 14 days for Apple to actually receive it.

OP, since it's an in-store sales and not the"online order in-store pick up" I'm sure Apple will honor that 14 day return after the store re-opens. This has been the case since the beginning of COVID.

 

[VermontsFinest]

I’m planning on returning my 12 pro max in CA store when they open even though I bought online. My return date is also Jan 8. I bought my pro max with gift cards. I don’t trust the screwy mail delivery and too hard to dispute gift card charges if somehow it doesn’t make it back to Apple. I will get quite upset in store if they refuse me to return if they open after Jan 8. Maybe this is their strategy to get less in store returns.

Yea... you should not do this without confirming with Apple. They would be within their rights to decline your return if you declined the available option to return by mail (which would come with a tracking number to help you out if it got lost in transit, just get a receipt).

Do I think they'd decline it in-store? Probably not. But they could. So confirm with them first or just mail it back.

 

[Shadowbech]

I’m planning on returning my 12 pro max in CA store when they open even though I bought online. My return date is also Jan 8. I bought my pro max with gift cards. I don’t trust the screwy mail delivery and too hard to dispute gift card charges if somehow it doesn’t make it back to Apple. I will get quite upset in store if they refuse me to return if they open after Jan 8. Maybe this is their strategy to get less in store returns.

Probably not a good idea. Definitely confirm with Apple if that's something you can do. Most online orders that are picked up at the store can be returned by mailing them back. I've done this few times in the past when I had to make a return, and especially when the Apple store near me was closed due to COVID. I've had no issues. As long as you do have the receipt, it will be in your favor. Plus once the tracking marks it delivered, Apple does scan it into their system.

I had that issue with my MBP when I returned it. It took longer than usual, which had me concerned. When I called Apple, They did in fact show that they have a scan that it was received. It can take 5-8 days for them to actually process the return especially with the volumes they are getting.

 

[coney718]

This happened to me during the first shut down in March. I brought an 11 Pro a week before the stores closed I contacted support and they said I can return it whenever stores reopened which was 3 months later which is exactly what I did. No questions asked. I kept a record of the support chat in case I needed it but I didnt. Gotta love Apple's customer service.

 

[doxielover]

Probably not a good idea. Definitely confirm with Apple if that's something you can do. Most online orders that are picked up at the store can be returned by mailing them back. I've done this few times in the past when I had to make a return, and especially when the Apple store near me was closed due to COVID. I've had no issues. As long as you do have the receipt, it will be in your favor. Plus once the tracking marks it delivered, Apple does scan it into their system.

I had that issue with my MBP when I returned it. It took longer than usual, which had me concerned. When I called Apple, They did in fact show that they have a scan that it was received. It can take 5-8 days for them to actually process the return especially with the volumes they are getting.

I’ve always returned my online home delivery orders to the Apple Brea CA store for as long as I’ve been an Apple user. I’m not risking returning through FedEx returns I’ve had nothing but trouble with Christmas deliveries from them not worth the stress and headaches if for some reason it gets stuck or lost in transit. No thanks. Apple store is CS oriented. I just got it delivered 2 weeks ago. I’m sure with Covid there won’t be a problem if I wait until they open.

 

[VermontsFinest]

I’ve always returned my online home delivery orders to the Apple Brea CA store for as long as I’ve been an Apple user. I’m not risking returning through FedEx returns I’ve had nothing but trouble with Christmas deliveries from them not worth the stress and headaches if for some reason it gets stuck or lost in transit. No thanks. Apple store is CS oriented. I just got it delivered 2 weeks ago. I’m sure with Covid there won’t be a problem if I wait until they open.

If you just get a receipt as proof of drop off you will be fine.

 

[doxielover]

If you just get a receipt as proof of drop off you will be fine.

I’ll take my chances if they don’t open before the 8th and if they don’t and absolutely refuse to return then I’ll just keep it. I’m not worried about it they’ve always been very accommodating at that store. I’ll contact chat and see what they say. I’m not going through the headache or worry mailing it back. In store return or I’ll just keep it.

 

[camilasaunder89]

Hey, You should call them and ask for off-store return as the stores are not expected to be opened soon.

 

[VermontsFinest]

I’ll take my chances if they don’t open before the 8th and if they don’t and absolutely refuse to return then I’ll just keep it. I’m not worried about it they’ve always been very accommodating at that store. I’ll contact chat and see what they say. I’m not going through the headache or worry mailing it back. In store return or I’ll just keep it.

Hope all works out!

 

[scgf]

I'm in the UK and had to return my iPhone 12 mini while the stores were closed. I printed out the returns label Apple sent me and dropped the package off at my local UPS pickup point. It was scanned in, and then again when the UPS driver collected it, but that was the last scan. I kept calling Apple to ask what had happened and finally, after three weeks, an Apple after-sales rep took ownership and launched an investigation. A few days later Apple refunded my money. It wasn't a pleasant experience - they had no proof what was inside the box, but I suppose they would know if the phone was activated and in use. I won't be doing that again. An in-store return is just perfect - the refund is authorised before you walk out the door.

 

[Hal~9000]

Chatted with Apple Support just now via messages. They told me my 12 Pro Max (Ordered via Apple Store App on Nov 6th, picked up at an Apple Store on Nov 13th) would have 14-days after the Cali stores reopen to return it in person.

Asked for the reps name too just in case. Hope the stores reopen on Jan 6th so we don't even have to think about it 🤞

 

[Joho2078]

Chatted with Apple Support just now via messages. They told me my 12 Pro Max (Ordered via Apple Store App on Nov 6th, picked up at an Apple Store on Nov 13th) would have 14-days after the Cali stores reopen to return it in person.

Asked for the reps name too just in case. Hope the stores reopen on Jan 6th so we don't even have to think about it

Safety first

 

[Shadowbech]

Chatted with Apple Support just now via messages. They told me my 12 Pro Max (Ordered via Apple Store App on Nov 6th, picked up at an Apple Store on Nov 13th) would have 14-days after the Cali stores reopen to return it in person.

Asked for the reps name too just in case. Hope the stores reopen on Jan 6th so we don't even have to think about it 🤞

Good luck. Apple store near me just reopened after it temp closed for like 3 times already. They re-opened around the launch of the 12 Pro max, and then 1 week later they closed. They just reopened about a week ago now. Hard to say when they will reopen.

 

[ET iPhone Home]

Hey, You should call them and ask for off-store return as the stores are not expected to be opened soon.

Can you link me to where on Apple.com I can schedule a drop off or which Apple location offers this? I searched for it and nothing appears. I agree, I doubt Apple will reopen on Jan 6th or anytime soon. I called Apple Care and they told me its because of the Pandemic. I just hope the 14 days after stores reopen will apply. I don't want them telling me I'm passed my return date. Here in California, Pandemic is getting worse. I can understand why Apple closed all stores.

 

[KepsInscription]

How do I contact Apple via messages or chat? I searched on the website and all I could find was a "call us", not even support email.

 

[AnthroMatt]

I’ve always returned my online home delivery orders to the Apple Brea CA store for as long as I’ve been an Apple user. I’m not risking returning through FedEx returns I’ve had nothing but trouble with Christmas deliveries from them not worth the stress and headaches if for some reason it gets stuck or lost in transit. No thanks. Apple store is CS oriented. I just got it delivered 2 weeks ago. I’m sure with Covid there won’t be a problem if I wait until they open.

That’s “my” Apple Store too . That’s all. Just wanted to say “hi, neighbor.”

 

[1rottenapple]

Yes, this was honored globally during the first shutdown. In many cases, the stores allowed customers to return up to 30 days after the stores reopened.

This. That’s what I experienced the first shutdown.