How do I cancel a contract within 14 days?

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Here's how to cancel a contract within 14 days of purchase.

How do I cancel a contract within 14 days in store?

How do I cancel a contract within 14 days in store?

We don’t offer a change-of-mind policy in store but if you’re experiencing coverage issues, or our coverage doesn’t meet your expectations, you can return your purchase within the first 14 days to any of our stores.

> Be sure to check if your local store is open

Please make sure you’ve got:

  1.  

    your receipt

  2.  

    the device you're returning (in as-new condition)

  3.  

    any inclusive in-box accessories (including the charger)

  4.  

    any free or promotional items that were included

When you return your device, you'll be given a final bill to cover the period from the date you took out your contract to the date that you returned it to the store.

Our customer advisors will be there to support you through your query.

How do I cancel a contract within 14 days online?

How do I cancel a contract within 14 days online?

To cancel a contract by email:

Fill in our cancellation form and email channel.returns@ee.co.uk

Please note: email cannot be used to cancel a standard or fibre broadband contract.

Once your form has been received and processed, our cancellations team will get in touch with you to advise how to return your equipment and next steps.

How do I return a product to EE?

How do I return a product to EE?

Once you’ve contacted us to confirm your return, we’ll send you a pre-addressed silver bag, which is tracked and insured to offer protection against loss and damage.

Follow these instructions to ensure your return is processed as quickly as possible:

  1.  

    let us know you intend to make a return by filling out the return request form within 14 days of receiving your order

  2.  

    new, unused items must be sealed when they’re returned

  3.  

    make sure any theft or loss-protection apps on your device are disabled (e.g. Find My Phone on iPhone or iPad)

  4.  

    ensure all items, including accessories and free promotional items, are returned undamaged. You may be charged for damaged items

Good to know:

There may be an additional charge to your bill if Find My iPhone is not removed from your iPhone, iPad or Apple Watch.

> Find out how to deactivate Find My Phone

If you change your mind after requesting a return, you don’t need to contact us.  If we don’t receive the equipment within 30 days of the return request then we’ll assume you’ll be keeping the goods and your contract will continue to run as normal.

What is the postage cost to return an item?

What is the postage cost to return an item?

You're responsible for the postage cost of returning equipment. However, please keep proof of posting and we’ll refund up to the price of a standard delivery charge.

Cooling-off period

Cooling-off period

You’ve got 14 days to return your purchases to us after your contract starts and if you cancel your contract, you’ll be charged line rental and anything used while you had the plan and our services.

You’ll need to pay for the postage for anything you return to us and if we get something back that’s damaged or missing some accessories, we might make deductions from your refund.

If you choose to cancel the agreement after the 14 day cooling off period there may be a cancellation fee as set out in the EE network terms which you can find at ee.co.uk/terms.

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