Request a return
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.
How can I return a device bought within the last 14 days?
In this article
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 request a return for my device?
How do I request a return online?
To request your return online you can complete our returns form.
For mobile plan returns, call us on 0800 079 0103.
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 return my 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:
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
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Return to 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:
- 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:
Can I return a device I've purchased through a device credit agreement if I'm not happy with it?
Can I return a device I've purchased through a device credit agreement if I'm not happy with it?
Yes, a 14-day cooling off period will apply. During this period, you may call us on 150 from your EE phone to return the device as long as it's in a condition that is suitable under the returns policy. Upon return, your plan will be amended to be equivalent to your old plan, and your device credit agreement will be cancelled.
Can I cancel my device credit agreement but keep the device?
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 my refund?
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. This covers any credit/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 my broadband?
How do I request a return by post?
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.
Post the form back to:
Request a return over the phone
Have your product details to hand when you call.
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