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 the QR code
- Package all the equipment you need 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.
- Take the QR code from your email on your phone to a Royal Mail Customer Service Point.
- These are usually at your local delivery office or Post Office branch.
- A member of staff will scan your QR code and attach the label to your parcel. Easy as that.
Using a printable label
If you prefer to print your label at home:
- Package all the equipment you need to send back using any spare bags or boxes.
- 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 Customer Service Point, usually at your local delivery office or Post Office branch.
- You can also use one of the alternative return options below.
- Find your local Post Office branch.
You can only use your label for one package
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 LABEL to 61996 and we’ll send you a returns label.
Other return options
Jiffy bag
If we’ve sent you a jiffy bag, follow the included instructions to return your equipment.
Royal Mail parcel lockers
Royal Mail parcel lockers are 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 from your home
If you'd like your parcel collected from your home, you'll need to book this directly through the Royal Mail website.
On the website, you can choose a collection date that suits you and pay the applicable collection fee. As charges may change, please check the latest pricing on the Royal Mail website before booking.
When arranging your collection, enter the tracked reference from the postage label in your returns bag. It will look something like AB 1111 0000 1C.
If you have any questions about your collection, please contact Royal Mail directly.
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 are only accepting mobile phone returns, so please don’t bring any other equipment with you.
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. You’ll have 60 days to return it from the date you stopped using it before we charge you.
The charges below are not applied to any BT equipment supplied before 13 December 2019 or EE equipment supplied prior to April 2023.
|
Type of equipment |
|
Charge |
|---|---|---|
|
Home Hub, Smart Hub |
|
£65 |
|
Smart Hub 2 |
|
£65 |
|
BT TV Box (Z4) |
|
£60 |
|
BT TV Recordable Box (G4) |
|
£89 |
|
BT TV 4K Recordable Box (G5) |
|
£115 |
|
BT TV Box Pro |
|
£140 |
|
BT TV Box Edge |
|
£75 |
|
Hybrid Connect |
|
£75 |
|
Complete Wi-Fi discs |
|
£50 per device |
|
Smart Hub 3 |
|
£85 |
|
Complete Wi-Fi Plus |
|
£55 |
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.
Returning non-BT kit to us
Electrical equipment is the UK’s fastest growing type of waste. If you don't recycle electrical equipment, it'll end up in landfill. Hazardous substances could leak out and cause soil and water contamination - harming wildlife and human health.
If you’ve bought new equipment from us, and your old equipment has the crossed-out wheelie bin symbol on it, send it to us and we’ll get rid of it in an environmentally friendly way.
BT Business Hubs, 4G Assure dongles, and Cloud Voice Express phones
Find out how to return equipment if you're a BT Business customer.
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.