How to return equipment to us
When we need you to return your equipment, we’ll send you an email containing a QR code and a printable label. Returning your equipment is free and simple—follow the steps below.
Using a QR code
- Package all the equipment to send back using any spare bags or boxes. If you’re receiving new equipment, you can use the box it arrived in.
- Take the QR code from your email on your phone to a Royal Mail Customer Service Point. These points are usually at your local Delivery Office or Post Office branch.
- The staff will scan your QR code and attach the necessary label to your parcel.
Using the printable label
If you prefer to print your label at home:
- Package all the equipment to send back using any spare bags or boxes. If you’re receiving new equipment, you can use the box it arrived in.
- Cover any existing labels on the packaging and securely attach your new label, making sure the barcode is clearly visible.
- Take the parcel to a Royal Mail Customer Service Point, usually at your local delivery office or Post Office branch. You can also use an alternative method mentioned below.
Need to know
You can only use your label for one package
If all your items don’t fit into one package, just give us a ring on 0330 123 1105 and we'll sort it.
Other Returns Options
Jiffy Bag
If we’ve sent you a Jiffy Bag, follow the instructions included with it to return your equipment.
Royal Mail parcel lockers
Parcel lockers offer a convenient way to drop off parcels seven days a week. To use this service:
- package your equipment securely
- find your nearest parcel locker
- follow the on-screen instructions at the locker to unlock it
- place your item inside and close the locker securely
Arrange for Royal Mail to collect
You can book an at-home collection by picking the day you want them to come and paying a fee.
This fee is subject to change, so please check the charges on the Royal Mail website.
When you schedule your collection, please enter the tracked reference from the postage label in your returns bag. It'll look something like AB 1111 0000 1C. If you have any questions about your collection, please contact Royal Mail.
In-store collections
Our stores only accept mobile phone returns, so please don't bring your other equipment in.
Applicable charges if your equipment isn't returned
All equipment is provided on a loan basis and must be returned when no longer required otherwise you are liable to the non-return charges listed in the Table below. We will let you know whenever you need to return equipment.
The charges below are not applied to any BT equipment supplied before 13th December 2019 or EE equipment supplied prior to April 2023.
EE Products
| Device Name | Price | |
|---|---|---|
 | Smart Hub | £70 |
 | Smart Hub Plus | £85 |
 | Smart Hub Pro | £125 |
 | Smart WiFi | £55 per device |
 | Smart WiFi Plus | £55 per device |
 | Smart WiFi Pro | £85 per device |
 | Smart Hybrid Connect | £80 |
Existing BT Products
| Device Name | Price | |
|---|---|---|
 | BT Home Hub, Smart Hub | £65 |
 | BT Smart Hub 2 | £65 |
 | BT Hybrid Connect | £75 |
 | BT Complete Wi-Fi | £50 per device |
TV Equipment
| Box Type | Price | |
|---|---|---|
 | EE TV Box Pro | £140 |
 | Apple TV | £120 |
 | EE TV Box Mini | £75 |
 | BT TV Box Pro | £140 |
 | BT TV Recordable Box (G4) | £89 |
 | BT TV 4K Recordable Box (G5) | £115 |
 | BT TV Box (Z4) | £60 |
 | BT TV Box Mini | £75 |
You can still return equipment after you're charged
We'll credit you the full amount back to your account if you return the equipment to us within 2 years. If your account is closed, we’ll send a cheque to your last known address.
Why do we recycle, refurbish or repackage equipment?
Today, we refurbish more than 400,000 broadband hubs and TV boxes yearly and recycle half a million more. Refurbishing that kit prevented 170 tonnes of electrical waste from going to landfill.
Do the right thing for the environment: return the equipment you no longer need. We’ll do the rest. We’re determined to do our bit to protect the planet, so when our equipment’s no longer needed, we recycle or refurbish it for free.
Still need help?
Contact us on 0330 123 1105 if you need help.