Mar 17, 2020

Apple’s FAQ Page For Apple Store Closures Outline New Return Policy and Genius Bar Alternatives


Today, Apple released a FAQ page regarding the long-term store closures caused by the coronavirus outbreak. The questions pertain to the reason Apple shuttered stores for the next two weeks, store returns, picking up iPhones undergoing repairs during the time and alternatives to Genius Bar appointments. All Apple Store locations outside China are temporarily closed until further notice.

First, in the webpage, Apple outlines the extended return period and store pickups. The Cupertino company says that they will “accept store returns to 14 days” after the stores reopen, with the exception of “contracted iPhones, carrier financing and ‘Apple Trade In’ devices (value given in the form of an Apple Store gift card).” The extended return policy only applies to purchases with the end date of the 2 week return window falling on or before the new reopening dates.

Next, the webpage goes on to scheduling appointments to see an Apple Genius, returning an iPhone from repair and other ways to get help for Apple products during the two weeks of store closures. Apple points out that they will be “working to complete all repairs and service orders for Apple products, and if the customer’s device is ready for pickup or awaiting for components, then a store team member will contact the customer with details.” iOS and Mac users can return their devices on the first three days of Apple Store closures, from noon to 5 PM local time. Furthermore, all iOS, Mac and Apple Watch users should check their repair statuses on support.apple.com/repair when their iPhones, Apple devices and Macs are undergoing repairs. This includes all iOS devices and Apple products serviced by Apple Stores, Apple Repair Centers and some Apple authorized resellers. In essence, iOS and Mac users should set up repairs at getsupport.apple.com and book repair appointments at local Apple Authorized Service Providers or mail in their devices if they need their iOS devices and Macs services during the closures.

Last, Genius Bar appointments are not available for bookings until the stores reopen. All iPhone users are encouraged to visit support.apple.com, visit a local Apple authorized service center or reseller location and visit the Apple Online Store to buy Apple products and get help during the store closures. Please note that resellers and service centers may be closed or reduced hours during the outbreak, so please check the business’ page before visiting. If a customer accidentally ordered an Apple product on the Apple Online Store and had it ship to an Apple Store, then please go to apple.com/orderstatus to change out arrangements and shipping addresses for orders.

Update: Apple updated their website that their stores are closed until further notice instead of the 27th of March, as the Bay Area counties in Northern California are in lockdown until April 7th. All iPhone users are encouraged to use these alternatives from the updated FAQ above, until the store reopens.

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