Sky Mobile Cancellation: 31 Days, Device Returns and Credit Agreements

Sky Mobile gives customers a longer cooling-off period than many mobile providers. Sky’s help guidance states that the period is 31 days from delivery of the order. If the order is a bundle delivered in separate parcels, the clock starts when the last item in the bundle is delivered.

Cancelling does not end with a phone call

Telling Sky you want to cancel starts the process, but a supplied phone, tablet or accessory still has to be returned. Sky says it sends prepaid return packaging and gives the customer 14 days after notifying Sky of the cancellation to send the equipment back. Keep the proof of posting until the account and refund are settled.

The device should be in its original condition with the accessories and any promotional items that formed part of the offer. Damage or missing items can affect the amount returned. Remove your personal information before packing the device.

Remove security locks first

Sky specifically warns about device locks such as Apple’s Find My feature and Google account protection. A locked phone cannot be handled like a normal resaleable return. Sign out, disable the relevant lock and reset the device only after saving anything you want to keep.

Refunds and service already used

During the cooling-off period, Sky says eligible payments can be refunded, including the cost of its least expensive standard delivery option. However, the mobile service you have actually used can still be charged on a proportionate basis. This is why the final account amount may not be identical to every payment already made.

The device credit agreement is separate

Sky Mobile devices can be supplied under a credit agreement as well as a mobile plan. The provider’s guidance says customers can change their mind about the credit agreement within the 31-day period linked to device delivery. Cancelling one element should not be assumed to cancel every other Sky service on the account.

Check Sky’s official Sky Mobile cancellation guidance before returning the device, particularly if the order contains more than one product.