How can I return a device bought within the last 14 days?

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You can return products in-store, online or over the phone

Return products in-store, online or over the phone

The following information is for if you want to return a product within 14 days of purchase.

If your product was bought from a third-party company, please contact them directly to arrange a return.

Returning devices in-store

If you’re experiencing coverage issues, please bring your device back to us within the first 14 days of your contract starting.

We unfortunately can’t offer in-store returns for the following:


    change of mind returns


    EE home broadband




    extra services added to your account after joining or upgrading


    insurance services (where separate insurance terms will apply)

> See our full device return policy

In order for our retailers and advisors to support you in your refund, please remember to bring:



    your original receipt


    any equipment you bought from us. This will need to be returned in as new condition and with the original packaging (including any in box accessories)


If your return meets the criteria above, we'll aim to refund your original payment. Charges will apply if you still have a remaining minimum term contract with us.

Returning purchases online

You have 14 days from when you receive your device, mobile broadband, tablet or other equipment to tell us you've changed your mind.

To cancel a contract by email fill in our cancellation form and email it back to

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 you on how to return the equipment and next steps.

Returning purchases over the phone

If you’re returning your mobile plan, call 0800 079 0103.

If you’re returning home broadband, call 0844 873 8586 or 0800 079 8586.

Please have your product details to hand when you call.

Returning 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

If you’re a broadband customer post the form back to:

EE Broadband Customer Care
PO Box 486
S63 5ZX

What happens next?

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

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.

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


    once you’ve received your silver bag, send your equipment back to us within 30 days


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


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


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


You are responsible for the postage cost of returning an item. Please keep proof of posting. We’ll refund up to the price of a standard delivery charge.

Your 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 when you bought your product) 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 the item.

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Last updated: 15/8/2018
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Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

How do I return a product that’s more than 14 days old?