---
company: apple
title: Apple — how complaints actually go
last_verified: 2026-10-12
---

## In short

Apple has two refund paths. Hardware bought from Apple goes back within 14 days of receipt under the Sales and Refund Policy; App Store, Apple Media Services and subscription charges (shown as apple.com/bill) are refunded through reportaproblem.apple.com, where Apple says to wait 24 to 48 hours for an answer. Products bought from a carrier or another store go back to that seller. Apple never asks for your password, passcode or two-factor code, and never asks you to turn off security features.

## How complaints actually go

- Apple Support in the U.S. is 1-800-275-2273 (including AppleCare); Apple says its numbers may work only when dialed inside the country. [Apple: support phone numbers](https://support.apple.com/en-us/106932) Get Support (getsupport.apple.com) offers chat, callback or a repair booking by product. [Apple: contact support](https://support.apple.com/en-us/contact)
- For App Store, iTunes, Apple Books and Apple subscription charges, sign in at reportaproblem.apple.com, choose "Request a refund", pick a reason and the item, and wait 24 to 48 hours for an update. [Apple: request a refund](https://support.apple.com/en-us/118223)
- Hardware bought from Apple can be returned within 14 days of the date you receive it, with the receipt and in original condition; approved refunds are issued within 10 business days. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)
- A charge from apple.com/bill can cover apps, subscriptions, music, movies or other Apple purchases, and Apple may group several purchases into one bill. Look up the amount in Report a Problem before you call it fraud. [Apple: apple.com/bill charges](https://support.apple.com/en-us/120164)

## What tends to work

- Cancel a free trial at least 24 hours before it ends to avoid the renewal. [Apple: free trials](https://support.apple.com/en-us/118428)
- If Apple lowers its price within 14 calendar days of the date you receive a product, ask an Apple Store or 1-800-MY-APPLE for the difference; limited-time sales such as Black Friday are excluded. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)
- If there is no Apple receipt for a subscription, another company (for example a carrier) bills it; cancel with that company. [Apple: cancel a subscription](https://support.apple.com/en-us/118428)

## Traps and fine print

- Cash or cash-equivalent returns over $750 are refunded by a check mailed within 10 business days, not on the spot. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)
- AppleCare plans paid upfront that are replaced by an upgrade are refunded as an Apple Gift Card, based on the percentage of unexpired coverage. [Apple: cancel AppleCare](https://support.apple.com/en-us/118218)
- In the U.S., AppleCare+ Theft and Loss claims are finished with the insurer: Assurant for plans bought before September 15, 2020, and AIG for plans bought on or after that date. [Apple: Theft and Loss claims](https://support.apple.com/en-us/108053)

## By the numbers

- ACSI 2026 (interviews through December 2025): the Apple Store scored 73 out of 100 among online retailers, down from 74; the industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)
- BBB Scam Tracker: Apple was the No. 5 most impersonated organization or brand in 2025, with 599 reports. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)

## Scams that target customers

- Apple says it will never ask you to log in to a website or tap Accept in the two-factor authentication dialog, will not ask for your password, passcode or two-factor code, and will never ask you to disable a security feature. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)
- Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that iCloud was broken into or Apple Pay was misused with an offer to "reverse" charges, and fake security pop-ups that show a number to call. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)
- Requests to pay someone with Apple Gift Cards; Apple says never to use them to pay other people. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)
- Forward suspicious emails, or email screenshots of suspicious texts, to reportphishing@apple.com; report FaceTime fraud to reportfacetimefraud@apple.com and scam calls to the FTC at reportfraud.ftc.gov. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)