How to return and recycle your BT equipment for free

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.

 

You don’t need to return your equipment while the nation’s in lockdown due to Coronavirus. Our stores have closed, and you shouldn’t leave your homes to go to the Post Office. So please, stay safe and rest assured we won’t charge you for holding on to your kit during this time.

Around a million of our Hubs and TV boxes are thrown out every year. 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.

Our Hubs: Home Hub 4, Smart Hub, Smart Hub 2.

Home Hub 4
BT Smart Hub
BT Smart Hub 2

Our TV boxes: Non-recordable TV box (Z4), 4K recordable TV box (G5), Recordable TV Box (G4)

BT TV box
BT TV G4 box

Our Complete Wi-Fi disc

Complete WiFi disc

For customers who received new equipment after 13 December 2019

We’ve made a few changes to help us recycle more and to waste less. If you received new equipment from us on or after the December 13 2019 – you’ll need to return it when it’s no longer needed.

It’s easy and free to send back following the below steps. Just make sure you send the items back within 60 days to avoid any charging. 

We’ll send you an email, letter or SMS confirming we’ve received it.

If an engineer is installing new BT equipment, they’ll be able to take the old kit away with them.

How to return your BT equipment

We’ll send you a returns bag, either by itself or with your new equipment.

Put your old BT equipment into the bag, then seal it up. Find the barcode on the parcel label (which has your address on) and stick it to the front of this bag so we can track your return

Return it for free using one of the following options:

Option 1: Free via the Post Office

  1. Click here to print out the pre-paid label >
  2. Cut out the label and stick it to the front of your package
  3. Take it to your nearest Post Office
  4. We'll know you’ve sent the TV box back by scanning the barcode on

Option 2: Free via an EE store

This can be any equipment, not just old hubs or TV boxes. For example, if you've been sent new equipment but you've changed your mind.

  1. You can drop the parcel off at your local EE store
  2. Find your local EE store here >

Option 3: Via Parcelforce Worldwide

If you are returning your BT TV box, you have another option available.

  1. Go to https://collections.parcelforce.net/bt >
  2. Fill in your address details and book a collection slot
  3. Choose to either print the ParcelForce label, or ask for the courier to bring it
  4. Have the parcel ready for courier collection
  5. We'll know you’ve sent the TV box back by scanning the barcode on it

Charges for non-returned equipment

Charges will apply to every piece of equipment you need to return, so if you have two items, you’ll be charged for each of them.

  • Home Hub, Smart Hub: £43
  • Smart Hub 2: £50
  • Non-recordable TV box (Z4): £60
  • Recordable TV Box (G4): £89
  • 4K recordable TV box (G5): £115
  • Complete Wi-Fi discs: £30 per disc

Moving house?

If you are leaving us and moving to a new address and the jiffy bag doesn’t arrive in time, you can print out a pre-paid label and return it using one of the three options above.

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