Back

How to return and recycle our BT equipment for free

Moving home?

We know it's a busy time, but please remember to take all your BT kit with you. You might need it in your new home, and if not you'll need to post it back to us.  

You can help reduce the environmental impact of your BT equipment by sending it back to us. We'll reuse some of the components and recycle 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.

How to return equipment to us

Use a pre-paid returns bag

When you have kit to return, you’ll receive a white returns bag in the post within 2-3 days.

If you need another bag or need one sending to a different address, you can order one easily by logging into My BT and selecting 'Return equipment' under 'Return your BT kit'. 

You can include any accessories in your return, such as Mini Hubs, cables and remote controls.

Take it to the Post Office

Attach the returns label to the returns bag and take it to your nearest Post Office.

Keep your proof of postage until we let we know that we've received your equipment. This usually takes about 7 days.

Arrange for Royal Mail to collect from your home

You can book an at-home collection, by picking the day you want them to come and paying 60p (we'll cover the rest). The 60p fee could change, so please check charges on the Royal Mail website to be sure.

When you schedule your collection you'll need to 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 contact Royal Mail.

 

Our stores aren't accepting returns at the moment, so please don't bring your equipment in. 

If your equipment isn't returned

We made some changes to our Terms & Conditions on 13 December 2019, meaning that BT Hubs and BT TV boxes are being loaned to you. So if you joined us or have renewed your contract on or after this date, you’ll be charged for not returning equipment to us. You’ll have 60 days to return it from the date you stopped using it before we charge you. 

So you know what you need to return and when, we'll be in touch with details. Or you can find the same information by logging into My BT and clicking on Return equipment

Different amounts will be charged depending on the type of BT Hub or BT TV Box you have.

Please note that our BT Complete Wi-Fi discs have always been on loan to you, so these will need to be returned to us as well.

Home Hub, Smart Hub

Charge

£43

Smart Hub 2

Charge

£50

BT TV Box (Z4)

Charge

£60

BT TV Recordable Box (G4)

Charge

£89

BT TV 4K Recordable Box (G5)

Charge

£115

BT TV Box Pro

Charge

£115

Hybrid Connect

Charge

£63 

Complete Wi-Fi discs

Charge

£30 per disc

Type of equipment

Charge

Home Hub, Smart Hub

£43

Smart Hub 2

£50

BT TV Box (Z4)

£60

BT TV Recordable Box (G4)

£89

BT TV 4K Recordable Box (G5)

£115

BT TV Box Pro

£115

Hybrid Connect

£63 

Complete Wi-Fi discs

£30 per disc

You can still return equipment after you're charged

We'll credit you the full amount back to your account if you return equipment to us within 2 years. If your account is closed, we’ll send a cheque to your last known address.

 

Why do we recycle, refurbish or repackage equipment?

In 2020, over a million pieces of equipment were returned to us. We refurbished half a million of these, when it would’ve been easier to make new ones from scratch. Why?

The answer’s simple: we want to protect the planet.

By refurbishing that kit, we were able to prevent 170 tonnes of electrical waste from going to landfill. (If you find this weight hard to imagine, think of it as 14 double-decker buses.) *

Do the right thing for the environment: send back the equipment you no longer need. We’ll do the rest.

 

BT Business Hubs, 4G Assure dongles, and Cloud Voice Express phones

Find out how to return equipment if you're a BT Business customer.

 

More help

Contact us on 0800 800 150 if you need help. 

 

*Source:The Carbon Trust

Thanks for your feedback

Please select one feedback option

Submit

Need more help?