You have 14 days from when you receive your device, mobile broadband, tablet or other equipment to tell us you've changed your mind and request a return.
How can I return a device bought within the last 14 days?
In this article
Here's what to do if you want to return a product within 14 days of purchase.
Please note: if your product or service was bought from a third-party company you'll need to contact them directly to arrange a return.
Coronavirus: returns deadline update
We understand it may be difficult for you to return a device at the moment, so we've extended our returns deadline. You'll still need to tell us within the first 14 days of receiving your equipment that you want to return it and then you'll now need to send it back to us as soon as you can.
Responses from our teams may be delayed during this time, but we're working hard to make sure we can get back to you as quickly as possible. Your line will remain active during this time, any charges you're owed back will be credited to your EE account once we've received the equipment.
How do I request a return online?
How do I request a return online?
To request a return online:
Please note: email cannot be used to cancel a standard or fibre broadband contract.
Once your form has been received and processed, our team will get in touch with you to advise how to return your equipment and next steps.
How do I return an item in store?
How do I return an item in store?
If you bought your device in one of our stores and you’re experiencing coverage issues, please bring your device back to us within the first 14 days of your contract starting.
Unfortunately, we can’t offer in-store returns for the following:
> See our full device return policy
In order for our advisors to support you in your refund, please remember to bring:
If your return meets our criteria, we'll aim to refund your original payment. However, charges will apply if you still have a remaining minimum-term contract with us.
How do I request a return over the phone?
How do I request a return over the phone?
Please have your product details to hand when you call.
How do I request a return by post?
How do I request a return by post?
Print out and fill in this cancellation form and post back to us.
If you’re a mobile customer, post the form back to:
Channel Returns
Mercia House
Senhouse Road
Darlington
DL1 4YB
If you’re a broadband customer, post the form back to:
EE Broadband Customer Care
PO Box 486
Rotherham
S63 5ZX
How do I return a product to EE by post?
How do I return a product to EE by post?
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:
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.
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.
What is the postage cost to return an item?
What is the postage cost to return an item?
You're responsible for postage costs when returning equipment.
When will I get my refund for a returned device?
When will I get my refund for a returned device?
Once we’ve received your cancellation request and any equipment you need to return, we’ll refund you (including any deposit or upfront payment) within 14 days.
If you bought a pay monthly plan, a final bill will be sent to you via post. You’ll be charged for any usage before you returned your product.
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