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

     
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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.

How do I return a device to a store?

How do I return a device to a 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:

  1.  

    change-of-mind returns

  2.  

    EE home broadband

  3.  

    accessories

  4.  

    extra services added to your account after joining or upgrading

  5.  

    insurance services (where separate insurance terms will apply)

> See our full device return policy

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

  1. your original receipt

  2. any equipment you bought from us - this will need to be returned in as-new condition and with the original packaging and in-box accessories

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 online?

How do I request a return 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 and request a return.

To request a return online:

> Complete our returns form

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 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.

  1.  

    call 0800 079 0103 for mobile plan returns

  2.  

    call 0844 873 8586 or 0800 079 8586 for home broadband returns

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:

  1.  

    send your equipment back to us within 30 days

  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 iPhones or iPads)

  4.  

    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.

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

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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Last updated: 4/7/2019
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How do I return a product that’s more than 14 days old?