How to return equipment to us
When we need you to return your equipment, we’ll send you an email with a QR code and a printable label. If you can’t see the email in your inbox, please check your spam or junk folder. Returning your equipment is free and simple; just 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 your parcel to a Royal Mail Customer Service Point, Post Office, or local delivery office. Alternatively, use one of the return options below.
- 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 sending multiple items, you can send them in the same package. 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 parcel locker or 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
If you're returning multiple items, you can send them together in the same package. Only one QR code or return label can be used per parcel.
If everything doesn’t fit into one package, or you need another label, text RETURN to 61996 and we’ll send you a returns label.
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
- print out your returns label
- 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.
Tracking your return
Your receipt from the Royal mail will have your tracking number printed on it so make sure you keep hold of it. Once the package has been scanned in by the Royal Mail it will be marked as returned. However, if you get a message from us chasing the return just reply with the tracking number.
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 13 December 2019 or EE equipment supplied prior to April 2023.
EE Products
| Device Name | Price | |
|---|---|---|
 | Smart Hub | £70 |
 | Smart Hub 6 Plus | £85 |
 | Smart Hub 7 Pro | £125 |
 | WiFi Extender | £55 per device |
 | WiFi Extender 6 Plus | £55 per device |
 | WiFi Extender 7 Pro | £85 per device |
 | Connectivity Backup | £80 |
Existing BT Products
| Device Name | Price | |
|---|---|---|
 | BT Smart Hub 3 | £85 |
 | Complete Wi-Fi Plus | £55 |
 | 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 4K | £120 |
 | EE TV Box Edge | £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 Edge | £75 |
You can still return equipment after you're charged
If you return your equipment within 2 years, we'll refund the full charge to you. If you still have services with us, the refund will be applied as a credit to your bill. If you've left EE and have an active Direct Debit, we'll refund the money directly to your bank account. If a Direct Debit is no longer in place, we'll send you a cheque within 14 days.
For more information about equipment return refunds, visit our returned kit refunds page.
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?
If you still need some help, please contact us.