Sending back for replacement question.

[Parth_2425]

I have had an issue with my Bose QC35ii and therefore have arranged a replacement product with Bose. In the deliver instructions that I received, it said 'Please only send the main product/part only. Please retain all accessories such as carry cases and cables'. 

Does that mean I keep the carry case and only send in the headphones??

Thank you

[Jeff_G]

Hello Parth_2425, 

Thanks for reaching out. 👋

When an exchange is booked, you only need to send the headphones. 

Please keep: 

• Ear cushions
• Case
• Audio cables
• Any documentation that came with the product

I hope this helps!

[Parth_2425]

I called the customer service in the morning today and they said to only send in the headphones and told me to keep the case and cables. And the second time I called, the worker said to send in everything including case and cables. 
What should I do in this case as I have 3 different answers to the same query?

Thank you

P.S The worker did not ask for my serial number the first time but the second time the worker did.

[Jeff_G]

If this is a product return, send everything. 

If this is a product exchange, keep all of your accessories. Send only the headphones.

Thanks.

[Parth_2425]

So as this is a product replacement (as it says on the email Bose sent), Do I only send the headphones (with or without the ear pads?) and keep the case and cables?

Thank you