EE Shop & Sky TV Products Terms and Conditions

Version: 5
Date: 15 October 2024

General Terms and Conditions

We are EE Limited of 1 Braham Street, London, E1 8EE. We're registered in England and Wales with company number 02382161. Everyone knows us as EE and we may refer to ourselves as 'EE', 'we' or 'us' in these terms and conditions.

These terms and conditions are separated into the following sections:

We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the website. You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones.

These terms do not affect your statutory rights.

We, our licensors and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

These terms and conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

 

Section A – EE Shop Terms and Conditions

1. These Terms and Conditions

The terms and conditions in this "Section A – EE Shop Terms and Conditions" apply only to orders for electronics made online via the EE shop on this website or the ‘shop’ tab of our app, through our contact centres, or in person in our retail stores only where the order is delivered to customer or collected by customer at a later stage and separately to when order placed, and do not apply to the following orders:

  • Orders made online, through our contact centres or in our retail stores for Sky TV products through EE, which are covered by terms and conditions in "Section B – Sky TV Products Terms and Conditions" below;
  • Orders made online, through our contact centres or in our retail stores for electronics taken through 11 month Add To Plan and 24 month Tech Add-on Bundles, to which separate terms apply: see Add to Plan Terms and Conditions and Tech Add-on Bundles Terms and Conditions respectively;
  • Orders made in our retail stores for electronics where customer receives, and can take away with them, the order at the same time as placing the order, to which separate terms apply; and
  • Orders made online through EE Store at https://store.ee.co.uk for electronics, to which separate terms apply: see Terms & Conditions in the EE Store.
  • If you are purchasing goods or services using EE Finance powered by Glow, EE Limited or a third party will act as a credit broker and Glow Financial Services Limited are the lender ("Finance Provider"). You will need to agree to the Finance Provider's terms and conditions in relation to the finance of your order. The Finance Provider will take your upfront payment, confirm when the loan is activated and provide details for the customer portal registration. Please contact them if you have any queries in relation to the loan.

2. Creating an Order

  • You will have an opportunity to check and correct any errors in your order up until you submit your payment details.
  • To place an order, you will need to have a valid EE ID set up unless we state otherwise.
  • After submitting an order to us, we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an e-mail (our first e-mail). Please note that this email is an acknowledgement, not acceptance/confirmation of your order.
  • Alternatively, we may decline all or part of your order for any reason, in which case our second e-mail will tell you so.
  • Please note that products, prices and offers on this site, on our app, in our retail stores and through our contact centres may differ.
  • Finally, we will send you an e-mail confirming the dispatch of your order, at this point your order has been accepted/confirmed and fulfilled.
  • Before purchasing, you will have an opportunity to read our Privacy Policy. It describes how we may use your personal information.
  • The products these terms apply to are for consumers so we won’t provide a tax invoice or receipt for orders for them. By placing an order for products these terms apply to, you are confirming that you are not a VAT registered company using these products for business purposes.

3. Prices and Payment

  • All prices and charges in our order journeys are shown in UK pounds sterling. They include any VAT payable.
  • The total cost of your order will be the total price of the products and services you order plus the cost of delivery (if applicable), which will be set out in your order summary before you submit your payment details.
  • Prices, offers and products are subject to availability and may change before (but not after) we accept/confirm your order and dispatch it. If something becomes unavailable, we may offer you an alternative.
  • We try very hard to ensure that all information in our order journeys is accurate. If an error is discovered in the price of the goods that you have ordered or any other charges, we will inform you as soon as possible. In the event that you order an item and the price or any other charges shown in our order journeys is incorrect for any reason, we will contact you and cancel the order. We shall be under no obligation to fulfil an order for a product which was advertised at an incorrect price or with an incorrect charge.

4. Age Requirements

If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age. Our couriers may require proof of age on delivery.

5. Delivery

  • Delivery times are calculated in working days - i.e. Monday to Friday inclusive excluding Bank holidays.
  • We have several delivery options (including Standard and Next day delivery), all options will be displayed at checkout. Delivery times may increase during busy periods, such as Christmas and during any sale periods. Please allow up to 28 days before reporting non-delivery of your purchase.
  • We do everything we can to meet the delivery times specified in the order journey. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed.
  • We cannot guarantee the use of any particular courier. If you order more than one product, they may dispatch from separate warehouses or may not be able to fit into one box. As a result, delivery may arrive in separate boxes, by different couriers and/or possibly on separate days.
  • If your order is being delivered by courier (excluding Royal Mail), we will send you an email with tracking details, so that you can track your order right to your door. The courier may also contact you with further details regarding delivery.
  • We will deliver the goods that you order to the delivery address you give when you place your order. Once an order is placed, you won't be able to change the delivery address. You can check the delivery address in the first email we send you. If you have given us an incorrect delivery address, please contact us as soon as possible as we may be able to help.
  • If there is no one available at your delivery address to accept the delivery when our courier arrives, the courier may either attempt delivery to a neighbour, attempt delivery to your delivery address again the next day, keep the goods for at least 5 days and in which you can contact them to re-deliver at any point, or deliver to a local post office for you to collect from. If the courier is unable to deliver the goods under one of these options, then the goods will be returned to the warehouse.
  • If you give us an incomplete delivery address and we are unable to deliver the goods, they will be returned to the warehouse.
  • Once the goods arrive back to the warehouse, they will be booked in for a refund and a refund will be made in accordance with Sub-Section 8 “Returns and Refunds” below and you will need to place a new order for the goods if you still want them.

6. Missing, Damaged or Incorrect Orders

  • We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check whether they are being delivered separately and whether they have been dispatched.
  • Any images shown in the order journeys are for illustrative purposes only.
  • In the unlikely event that a product arrives damaged or is incorrect, please let us know as soon as possible. Items delivered damaged or with missing items must be reported to us within 14 days of delivery.

7. Items on pre-order or due back in stock

  • When you place an order and all or some of the items in your order are on pre-order or due back in stock:

    When you are paying by pay today    : payment for all the items in your
    order will be taken when you place your order (rather than when the
    items are dispatched).

    When you are paying by EE Finance, powered by Glow: the upfront
    payment for your item(s) will be taken when you place your order. The
    Finance Provider will contact you about your loan separately.
  • Please note that dispatch/delivery estimates for items that are on pre-order, recently launched or due back in stock can sometimes change. We will always keep you updated on the progress of your order.
  • Please note you can cancel an order for items on pre-order or due back in stock up to the point we allocate your items for dispatch (you can check order status and whether cancellation is still available and request cancellation by logging in at ee.co.uk and viewing your orders on the ‘Your orders’ page). If you cancel any items, we will refund all payments received from you (including cost of delivery) in relation to those items and will aim to provide that refund within 14 days after the day we receive your cancellation request.
  • You can also request a return of items in the 14-day cancellation period after delivery, same as with orders that are not for items on pre-order or due back in stock, in accordance with Sub-Section 8 “Returns and Refunds” below.

8. Returns and Refunds

Returns

  • You have the right to cancel this contract and return your goods without giving any reason within the 14-day cancellation period.
  • The cancellation period will expire at the end of 14 days after the day on which you receive the goods. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the 14-day cancellation period has expired. You will then have a further 14 days after the day on which you send this communication in which to return your goods.
  • To cancel this contract and return your goods, please log in at ee.co.uk and view your orders on the ‘Your orders’ page. There will be an option to request to return orders for any reason if you are within your 14-day cancellation period.
  • Returns made direct to our retail stores will not be accepted.
  • Digital content does not benefit from a 14-day cooling off period as it is available to you immediately. You agree to waive your right to cancel when you start using the content.
  • We cannot accept returned goods when the seal has been broken on any software including games (unless they are faulty), if the goods were a special order to your specification or if you purchased vouchers, digital downloads, or physical goods where the security seal has been removed and/or content have been redeemed (unless faulty).
  • The goods you return must be complete and in resalable condition, including packaging, instructions, accessories and any free items you benefited from as part of the purchase.

Refunds

  • If you cancel this contract and return your goods, we will refund all payments received from you. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our Standard or least expensive method of delivery). The return postage may be deducted from your refund, this will be set out to you during your online returns process.
  • We will aim to provide the refund within 14 days after the day we receive back from you any goods supplied.
  • We reserve the right to reject a return or make a deduction from your refund for any damage or missing items.

9. Return of Faulty Goods

  • We will offer you a refund if a genuine fault occurs within 30 days after the day on which you receive your goods.
  • If there is a fault with your product after this 30-day period (or other defect with your order), we will normally ask you to contact us.
  • This does not cover damage or faults caused by accident, neglect, misuse or normal wear and tear.

10. Discount codes and offers

  • Valid discount codes and offers can be used on full price electronics ordered online via the EE shop on this website or the ‘shop’ tab of our app, while stocks last and subject to the specific exclusions and conditions of the specific discount code or offer. Discount codes and offers on this site, and on our app may differ.
  • Discount codes and offers cannot be used on any Sky TV products or tech taken through 11 month Add To Plan and 24 month Tech Add-on Bundles, unless we explicitly state otherwise. 
  • Discount codes can only be redeemed by entering/providing the code during checkout. You will need to log in with an EE ID to redeem a discount code or offer, unless we state otherwise. Other specific redemption requirements may apply to each specific discount code and offer.
  • Discount codes and offers cannot be used in conjunction with any other promotion or offer and can only be used once, unless we explicitly state otherwise. Discounts/offers do not apply to delivery charges.
  • Offers are non-transferable & no cash alternative is available. Offers cannot be passed on to third parties.
  • Returned items will be refunded at the discounted price paid.
  • We reserve the right to end each promotion at any time. 
  • Other specific exclusions and conditions may apply to each specific discount code and offer.

11. Complaints

Sometimes things go wrong and you may want to get in touch with us or raise a complaint. You can give us a call on 0800 079 0062 or find other ways to get in touch in our contact us pages.

If you have a dispute in relation to the sale process of EE Finance by the credit broker, please contact the relevant credit broker in the first instance and if you are not happy with the way that they deal with your complaint you have the right to refer your complaint to the Financial Ombudsman Service by:

If you do not take up your problem with the credit broker first you will not be entitled to complain to the Ombudsman.

If your dispute is with the Finance Provider, please contact them directly, in the first instance.

 

Section B – Sky TV Products Terms and Conditions

1. These Terms and Conditions

  • The terms and conditions in this "Section B – Sky TV Products Terms and Conditions" apply only to orders made for Sky TV products through EE, acting as agent on behalf of Sky, made online via the EE shop on this website or the ‘shop’ tab of our app, through our contact centres, or in person in our retail stores.
  • Sky Stream pucks (the “Sky Stream Pucks”) are available to be ordered through EE, acting as agent on behalf of Sky UK Limited (“Sky”).
  • If you want to order Sky Stream Pucks through EE, the following process applies:

First step

  • The first step (the “first step”) is that you will need to place an order for your Sky Stream Puck(s) through EE, acting as agent on behalf of Sky.
  • This will involve selecting the specific Sky TV products you want to order (i.e. a Sky Stream Puck with or without up to one additional Sky Stream Puck) and placing an order for them.
  • The Sky Stream Puck(s) are loaned by Sky to you at no extra cost but you will need to pay a one-off EE admin fee to EE for placing an order for Sky Stream Puck(s). This EE admin fee will be reserved on your payment account and appear as a pending payment when you place your order through EE as part of the first step but won’t be processed until your Sky Stream Puck(s) are dispatched by Sky after the second step is successfully completed.
  • EE is responsible for the processing of the order for the Sky Stream Puck(s) and taking the one-off EE admin fee only, and our terms in this “Section B - Sky TV Products Terms and Conditions” apply in relation to the order for the Sky Stream Puck(s) and payment of the admin fee only. Please contact us with any queries or issues regarding the order processing and/or admin fee.
  • Your Sky Stream Puck(s) will be supplied and delivered by Sky and they are responsible for all aspects of the Sky Stream Puck(s), and Sky’s Streaming TV subscription terms and conditions (“Sky’s Terms and Conditions”) will apply in relation to them (including but not limited to in relation to delivery and returns). Please contact Sky with any queries or issues regarding the Sky Stream Puck(s).

Second step

  • The second step (the “second step”) is that you’ll need to place an order for a Sky TV subscription service for your Sky Stream Puck and also a TV Whole Home subscription for your additional Sky Stream Puck (if you are ordering one) directly with Sky.
  • If you don’t successfully complete the second step within 7 days of the first step for any reason, we will cancel your Sky Stream Puck(s) order and you will need to complete the first step again if you still want to order. The same person should complete both the first and second steps.
  • We will contact you after the first step to let you know how to complete the second step directly with Sky.
  • Please note that any prices and any offers for Sky subscriptions shown by us in the first step are subject to availability at the time you order your Sky subscription(s) directly from Sky in the second step. See Sky’s website for more information on any currently available offers. The Sky subscription prices may also change during the minimum contract period.
  • Your Sky Stream Puck(s) will be delivered by Sky once you have completed this second step successfully. See Sky’s website for details on delivery timings.
  • Please note you will need to meet all of Sky’s specific eligibility requirements for ordering a Sky TV subscription service and TV Whole Home subscription (if you need one). These include, but are not limited to, being at least 18 years’ old and not being an existing Sky Glass or Sky Stream customer. See Sky’s Terms and Conditions and Sky’s website for further information on eligibility requirements. If you don’t meet all the eligibility requirements and can’t successfully complete the second step within the 7-day period, we will need to cancel your Sky Stream Puck(s) order as described above.
  • Please note orders should only be placed by customers with a residential address in the UK (excluding the Isle of Man and the Channel Islands). If your address is in the Isle of Man or the Channel Islands, you won’t be able to proceed with ordering your Sky subscription(s) and completing your order and it will be cancelled as described above.
  • Sky’s Streaming TV subscription Terms and Conditions will also apply to ordering a Sky TV subscription service and TV Whole Home subscription directly with Sky. Please contact Sky with any queries or issues regarding Sky TV subscription services and TV Whole Home subscriptions.

2. Creating a Sky Stream Puck(s) Order

  • When placing an order for Sky Stream Puck(s) through EE, you will have an opportunity to check and correct any errors in your order up until you place the order.
  • To place an order, you will need to have a valid EE ID set up unless we state otherwise.
  • Please note that products, prices and offers on this site, on our app, in our retail stores and contact centres may differ.
  • After submitting this order through EE, we will give you an Order Reference Number and we will send that and details of the Sky Stream Puck(s) you have ordered to you in an e-mail. Please note that this e-mail is an acknowledgement, not acceptance/confirmation of your order.
  • We may decline all or part of your order for any reason at this stage, in which case we will tell you so.
  • Furthermore, as described above, your Sky Stream Puck(s) order is conditional on you successfully completing the second step of placing your Sky TV subscription service (and, if required, TV Whole Home subscription) order and arranging delivery for your Sky Stream Puck(s) directly with Sky within 7 days. If you don’t for any reason, we will cancel your Sky Stream Puck(s) order and let you know that, and you will need to complete the first step again if you still want to order.
  • After successfully completing the second step, Sky will be in contact with you to let you know when your whole order (i.e. for Sky Stream Puck(s), Sky TV subscription service and, if required, TV Whole Home subscription) is accepted/confirmed and dispatched.
  • When placing an order for Sky Stream Puck(s) through EE we’ll share your personal information with Sky. For more information on how we use your personal data, please see EE’s Privacy Policy. The personal information we share with Sky, and any other information that you provide to Sky directly, will be processed in accordance with Sky’s privacy policy.
  • The products these terms apply to are for consumers so we won’t provide a tax invoice or receipt for orders for them. By placing an order for products these terms apply to, you are confirming that you are not a VAT registered company using these products for business purposes.

3. Prices and Payment

  • For the first step of placing your order for Sky Stream Puck(s) through EE, the Sky Stream Puck(s) are loaned by Sky to you at no extra cost but you will need to pay a one-off EE admin fee to EE for placing an order for Sky Stream Puck(s) (as described above). This will be set out in your order summary before you submit your payment details.
  • All prices and charges we show in our order journeys as part of the first step are in UK pounds sterling. They include any VAT payable.
  • Prices, offers and products shown in our order journeys as part of the first step are subject to availability and may change before (but not after) your order is accepted/confirmed and dispatched.
  • We try very hard to ensure that all information in our order journeys on this site, on our app, in our retail stores and through our contact centres as part of the first step is accurate. If an error is discovered in the price of the goods that you have ordered or any other charges, we will inform you as soon as possible. In the event that you order an item and the price or any other charges shown in our order journeys are incorrect for any reason, we will contact you and cancel the order. We shall be under no obligation to process an order for a product which was advertised at an incorrect price or with an incorrect charge.
  • For the second step of placing your Sky TV subscription service (and, if required, TV Whole Home subscription) order and arranging delivery for your Sky Stream Puck(s) directly with Sky, there will be separate prices and charges that apply which will be covered in that step by Sky.
  • Any prices and any offers for Sky subscriptions shown by us in the first step are subject to availability at the time you order your Sky subscription(s) directly from Sky in the second step. See Sky’s website for more information on any currently available offers. The Sky subscription prices may also change during the minimum contract period.

4. Returns and Refunds

  • If you change your mind about your Sky Stream Puck(s) order after you have completed the first step and don’t want to proceed with the second step, you can just not do anything and not complete the second step within 7 days. Then your order will be automatically cancelled after this 7-day period and we won’t process the EE admin fee and will aim to cancel the reservation (i.e. the pending payment) on your payment account within 14 days after the day the 7-day period expires.
  • Once you have successfully completed the second step of placing your Sky TV subscription service (and, if required, TV Whole Home subscription) order and Sky accepts/confirms and dispatches your order, you will need to request a return directly with Sky after your Sky Stream Puck(s) are delivered if you change your mind. Sky provides a 31-day cooling off period following delivery of the Sky Stream Puck(s). See See Sky's Terms and Conditions and Sky's returns page for more information on this. If you make a successful return directly through Sky, we will aim to refund the EE admin fee to you within 14 days after the day Sky receives your return.
  • Sky’s Terms and Conditions apply in relation to returns and returns should be requested through Sky directly.

5. Complaints

Sometimes things go wrong and you may want to get in touch with us or raise a complaint. You can give us a call on 0800 0790062 or you can find details of other ways to contact us in our contact us pages.

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