In-store repair process
From check-in, pre-repair inspection and approval to repair, final testing and handover.
The inspection scope, cost and estimated completion time depend on the device condition and the repair plan you approve.
When to choose this service
- You want to explain the problem and check in your device in person.
- The device can be brought to the store safely, and you can allow time for the necessary checks.
- If the device is swollen, leaking, smells unusual or is abnormally hot, contact support about safe handling first. Do not keep charging it.
Before your visit
- Prepare the model, symptoms, conditions that trigger the problem and any known repair history.
- Back up important data first, and check that the backup actually works.
- Keep your Apple Account password and verification codes to yourself. Do not share them with anyone.
- The account owner must personally sign out, turn off Find My or handle personal data when required.
- Record any case, SIM tray or other accessories handed over with the device. Remove valuable accessories that are not needed.
Service process
Check in your device
We confirm the device, service request and accessories to establish the initial service record.
- What you need to do
- Describe the symptoms, known damage, repair history and work you would like done.
- What we do
- Check the device identity, contact details, service method and accessories.
- What to confirm
- Check that the device and service request are recorded correctly in the order.
Pre-repair inspection
We record visible condition, testable functions and untested items, within the limits of the device’s current condition.
- What you need to do
- If unlocking is genuinely necessary for testing, assist only after you have agreed.
- What we do
- Record the device’s condition at intake. Do not substitute assumptions for checks that have not been completed.
When processing may pause or take longer
- If the device cannot be powered safely, will not start or cannot undergo necessary checks, we explain the inspection limits first.
Diagnosis and repair proposal
We explain possible options and anything that cannot yet be determined from the device’s condition.
- What we do
- Explain the proposed work, cost, main risks, estimated time and anything requiring further confirmation.
- What to confirm
- You decide whether to proceed after the work, cost and main risks have been explained.
Repair within the approved scope
We carry out only the agreed work and keep the device matched to its order.
- What we do
- Follow the relevant service standards and record key stages actually completed.
When processing may pause or take longer
- If new issues, cost changes or increased risks arise, or the original plan cannot proceed, we pause the affected work and explain the changes.
Post-repair testing
We recheck the repair objective, relevant functions, external structure and items that can be tested at the time.
- What we do
- Record passes, issues and untestable items. Untested areas are not presented as verified.
When processing may pause or take longer
- We do not proceed directly to handover if the repair objective is not met or new issues appear.
Handover checks
We check the device, accessories, service records and after-sales contact details.
- What you need to do
- Check the device and accessories, and confirm that you understand the outcome and follow-up guidance.
- What we do
- Explain the work completed, testing scope, known limitations and applicable after-sales contact.
- What to confirm
- We complete the device and service information checks before handover.
When we need your confirmation
- Device, service request and accessory registration.
- Proposed repairs, cost, risks and estimated time after diagnosis.
- New findings or changes to the plan during repair.
- Post-repair results, untested areas and handover information.
When work may pause
- Battery safety risks, liquid exposure or serious structural damage.
- The device will not start, cannot be unlocked or cannot undergo necessary checks.
- Actual findings differ from the description, changing the work, cost or risks.
- The repair objective is not met, or post-repair testing reveals new issues.
Service records and handover
- Device and order information.
- Visible, testable, abnormal and untested items in the pre-repair inspection.
- Approval of the plan and any changes.
- Work carried out, post-repair testing and handover status.
Related rules and next steps
Repair warranty eligibility depends on the original order, work actually performed, service records and the device’s current condition.