Processing times
When you drop your kit off at the Post Office, ask for proof of postage. Keep this safe.
It can take around 3 weeks for your equipment to be delivered to our warehouse and processed.
Need to know
You may continue to receive reminders to return your kit, until we process it.
If you receive any within 4 weeks of sending your kit back, you can ignore these reminders.
If you're receiving reminders more than 4 weeks after returning your kit, please get in touch, or you may be charged for not returning the correct item.
Charges for not returning kit
Refunds for returning kit after you've been charged
If we've charged you for not returning EE Broadband or TV equipment, you can get a refund by returning the device within 2 years.
We'll let you know once we've received it, and automatically refund you. Here's how we'll refund you:
| Your situation | How we'll refund you | When you'll get the refund |
|---|---|---|
| I still have EE broadband | Credit on your account | Next bill |
| I've left EE but previously paid by Direct Debit | Where possible, we'll pay the refund directly into your bank | 3-5 working days |
| I've left EE and don't have a Direct Debit | Cheque | Around 14 working days (depends on postage times) |