How to return your BT-owned equipment for free – in three steps

To send your BT-owned equipment back to us, you need to use our pre-printed, pre-paid returns label. You can use this to track your return.

When it’s time for you to send back your BT-owned equipment, we’ll email you to say so.

• We’ll post you the right returns label for the equipment we’ve emailed you about, and also a returns bag. All without you asking.
• If you want to return other used BT equipment, as well as the equipment we’ve emailed you about, please let us know by Live Chat. We’ll post you a suitable returns labels and returns bag for everything you’re sending back.

Not received your returns label or bag?

If your label or bag hasn’t arrived, please use 'Chat now' near the bottom of this page to request another.

1. Use the button and click Chat now to start live chat within our opening hours.
2. Select Click here to get started.
3. You’ve now got three options, let us know what kind of customer you are: Business, Residential or Corporate. Remember that this service is for Business customers.
4. Choose Return Equipment and type in your full name when asked.
5. Type in your BT order number. If you don’t have one, type No and we’ll get you through to an advisor to request your returns labels and bags.

If you want to return other used BT equipment, as well as the equipment we’ve emailed you about, please let us know by Live Chat. We’ll post you a suitable returns labels and returns bag for everything you’re sending back.

BT Business Smart Hub	BT Business Smart Hub 2	Cloud Voice Express phone
BT Business Wi-Fi disc	4G Assure dongle	Hybrid Connect
Cloud Voice phone	Power Supply Unit

Once you’ve received your returns label and bag, gather the equipment you’re sending back to us. Safely disconnect and include the original cables if you have them.

Pop the equipment into your returns bag and seal it.

Now, stick your returns labels to your returns bag.

Drop off your labelled returns bag at any Post Office for free posting. Remember to keep your receipt as proof you’ve sent it.

Within a few days of us getting the equipment back, you’ll see its status change in My Account.

We’ll also email you to confirm we’ve received it OK.

Please remember, we own any BT Business Smart Hub, 4G Assure dongle, Cloud Voice Express phone, Wi-Fi Disc, Hybrid Connect, or Complete Wi-Fi for Business discs sent to you since 1 June 2020. Unless you've bought this equipment from us outright.

So, when you stop using BT-owned equipment – because we’ve replaced it or you’re no longer one of our customers – you need to return it to us. If you don’t, we’ll add a charge to your bill.

FAQs on returning BT-owned equipment.