Return your mobile or mobile broadband device or SIM
By text
If your mobile phone, 4G/5G mobile broadband device or tablet has an IMEI number, or you're returning a SIM, text RETURN to 150 from any EE mobile, and follow the steps we send you.
There's no need to send the SIM back to us but we need to cancel the upgrade or new connection.
If you're unable to text us, or your device does not have an IMEI number, you can complete our returns form. Once your form is received and processed, our team will get in touch to advise how to return your equipment.
For queries, please call us by phone. Calls are free from an EE number. Charges may apply if you call from another network.
Return a mobile device by post
Once you've contacted us to confirm your return, we'll send you a pre-addressed silver bag. The bag is tracked and insured to protect it from loss or damage.
To ensure your return is processed as quickly as possible, follow these instructions:
- send your equipment back to us in the pre-addressed silver bag we've sent you
- make sure any theft or loss-protection apps on your device are disabled, such as Find My Phone on iPhone or iPads
- ensure all items, including accessories and free promotional items, are returned undamaged. You may be charged for damaged items.
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.
Need 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.
Return a mobile device to an EE 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 14 days of your contract starting.
For our EE Guides to support you with your refund, please remember to bring:
- your original receipt
- any equipment you bought from us must be returned in its original packaging and accessories
Unfortunately, we can't offer in-store returns for the following:
- change-of-mind returns for a device or accessories not in a saleable condition
- airtime top ups on your pay as you go plan
- EE Home Broadband equipment: the Home Broadband Customer Care Team handles this, follow the process on this page
- insurance services, where separate insurance terms will apply
Return a mobile device bought with a device credit agreement
You can return a device bought through a device credit agreement, a 14-day cooling off period applies. During this time, text RETURN to 150 from any EE phone to return the device. The device must be in good condition and the same condition as the returns policy. Upon return, your plan will be the same as your old plan, if you have one. Your device credit agreement will be ended.
Can I cancel my device credit agreement but keep the device?
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'.
When will I get a refund?
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. This covers any credit or debit card and PayPal order payments. You won't be refunded for any services that you have already used.
If you bought a pay monthly plan, you’ll be charged for any usage before you returned your product. A final bill will be sent to you via post.
How to return EE Broadband or EE TV products
If you want to return EE Broadband or EE TV products, please follow the instructions in this page - Return and recycle your EE Broadband or EE TV products.