Here's how to cancel a contract within 14 days of purchase.
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.
> Check if your local store is open
Please make sure you’ve got:
your receipt
the device you're returning (in as-new condition)
any inclusive in-box accessories (including the charger)
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.
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.
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:
let us know you intend to make a return by filling out the return request form within 14 days of receiving your order
new, unused items must be sealed when they’re returned
make sure any theft or loss-protection apps on your device are disabled (e.g. Find My Phone on iPhone or iPad)
ensure all items, including accessories and free promotional items, are returned undamaged. You may be charged for damaged items
There may be an additional charge to your bill if Find My iPhone is not removed from your iPhone, iPad or Apple Watch.
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.
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.
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.
Yes, a 14-day cooling off period will apply. During this period, you may call us on 150 from your EE phone to return the device as long as it’s in a condition that is suitable under the returns policy. Upon return, your plan will be amended to be equivalent to your old plan, and your device credit agreement will be cancelled.
Yes, you have a 14-day Right to Withdraw from your device credit agreement. Within this period, you can cancel the device credit agreement but keep the device by paying for it in full within 30 days of exercising your Right to Withdraw.