To return your device or SIM only
If your mobile phone or tablet has an IMEI number, or you're returning a SIM, text RETURN to 150 and follow the steps we send you. You can request a return via text from any EE mobile
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 has been 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 device 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 instructons to ensure your return is processed as quickly as possible:
- 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 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.
Unfortunately, we can't offer in-store returns for the following:
- change-of-mind returns
- EE home broadband
- accessories
- extra services added to your account after joining or upgrading
- insurance services, where separate insurance terms will apply.
For our EE Guides 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 and in-box accessories.
Return a 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 period, text RETURN to 150 from any EE phone to return the device, as long as it's in a condition that's suitable under the returns policy. Upon return, your plan will be amended to be the same as your old plan and your device credit agreement will be cancelled.
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.
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.
How to return EE broadband
For order references containing only numbers.
Request a return by post
If you're a broadband customer, print out and fill in this cancellation form (PDF document).
Post the form back to:
EE Broadband Customer Care
PO Box 486
Rotherham
S63 5ZX
Request a return over the phone
Have your product details to hand when you contact us by phone. See our help guide for more information about leaving EE.