EE UK Returns: 14 Days, Faulty Devices and Royal Mail Bags

EE treats a simple change of mind differently from a device that is faulty. For phones, tablets, SIMs and accessories bought directly from EE, its published returns guidance gives customers a 14-day period to tell EE they want to return an eligible purchase. A fault discovered early uses a different route, with EE stating a 30-day period for returning a faulty product.

Starting a change-of-mind return

EE says a direct customer can start the process by texting RETURN to 150 or by using its online returns form. The product should be kept in good condition and sent back with the accessories and promotional gifts supplied with it. This policy is for purchases made from EE itself; a handset bought from another retailer has to follow that seller’s return process instead.

Once EE confirms the return, it can provide a Royal Mail Special Delivery return bag. The important practical point is not to leave the parcel sitting at home: EE says that if the item is not received within the return period after the request is confirmed, the agreement can continue.

Prepare the phone before posting it

Back up anything you need, remove personal data and make sure security locks are disabled. For an Apple device, EE specifically warns customers to switch off Find My and erase the device. A phone that remains activation-locked can delay the return and may lead to charges because EE cannot process it normally.

What happens to the refund?

EE says eligible upfront payments and deposits are refunded after the returned product is received and checked. The provider notes that this can take up to 14 days from receipt of the return. Charges for mobile service already used are not simply erased by returning the hardware, so a final bill can still be produced.

A device that is faulty should not be treated as an ordinary unwanted return. Contact EE through the fault route so that the available repair, replacement or return option can be assessed under the applicable terms.

Before sending anything, check EE’s official return instructions for the current steps and packaging requirements.