How to return your EE device or accessory (within 14 days)

• you bought the device, SIM or accessory directly from EE (online, by phone or in an EE store) 
• it’s within 14 days of receiving it (or 30 days if faulty) 

Please return the device in good condition with the original accessories and any free gifts included.

If you bought from another retailer, please contact them directly. 

If you bought a SIM-free handset via our EE Tech store, please follow the steps on this page.

For broadband or EE TV equipment, please follow the separate return and recycle steps for equipment returns.

By text (quickest)

Text RETURN to 150 from any EE mobile and follow the steps we send you.

Online

Use the EE online returns form to request a return or cancellation. You can choose to:

• return a phone, tablet or watch
• return an accessory
• cancel a SIM
• return a 4G or 5G WiFi hub

We’ll contact you with the next steps after you submit the form. 

Turn off Find My (Apple devices only)

If you’re returning an iPhone, iPad or Apple Watch, you must turn off Find My and erase your content and settings. If Find My isn’t deactivated, your refund can be delayed and charges may apply.

How to turn off Find My on iPhone or iPad

• go to Settings [your name] 
• Find My 
• Find My iPhone and turn it off. Enter your Apple ID password if asked

How to turn off Find My on Apple Watch

• Unpair the watch from your iPhone (this removes Activation Lock) 

Already returned your device?

• go to iCloud.com
• find Devices, 
• choose your device (it should show Offline)
• Remove From Account

Return by post

Once your return is confirmed, we’ll send you a Royal Mail Special Delivery bag (silver bag). Pack your device securely along with the original accessories and any free gifts, then post it back using the silver bag. Make sure Find My is switched off for Apple devices. 

If we don’t receive your return within 30 days of confirmation, we’ll assume you’re keeping it and your contract will continue.

Return to a store

If you bought your device in an EE store and have coverage issues, visit the same store within 14 days with your receipt, original packaging and all accessories.

In-store returns aren't available for:

• devices/accessories not in saleable condition
• pay as you go top ups
• EE Broadband equipment
• insurance services (check your policy)

View our full retail returns policy

We’ll process refunds (including deposits or upfront payments) within 14 days of receiving your return.

You won’t be refunded for services already used; on Pay Monthly you’ll receive a final bill for any remaining usage.

• applies to card and PayPal payments
• you won’t be refunded for services already used
• if you’re on a pay monthly plan, you’ll get a final bill for any usage

Can’t text or use the form? EE Guides can help you by phone (standard contact options apply). Prefer support in person? Visit an EE store for guidance.