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.
This article explains how to return and recycle your TV and Broadband products easily. This will help you save the environment and avoid charges for not returning your products.
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.
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.
The symbol shown below means that the product is classed as electrical or electronic equipment. This means you shouldn’t throw it in your normal rubbish at the end of its working life.
How to return equipment to us
Returning your kit
When we need you to return your equipment, we’ll send you an email containing a QR code and a printable label. Returning your equipment is free and simple—just follow these steps.
Using the QR code
- Package all the equipment you need to send back using any spare bags or boxes.
If you’re receiving new equipment, you can use the box it arrives in. - Take the QR code from your email on your phone to a Royal Mail Customer Service Point.
These points are usually at your local Delivery Office or Post Office branch.
Find your local Post Office branch. - The staff will scan your QR code and attach the necessary label to your parcel—easy as that.
Using a Printable Label
If you prefer to print your label at home:
- Package all the equipment you need to send back using any spare bags or boxes.
If you’re receiving new equipment, you can use the box it arrives in. - Cover any existing labels on the packaging and securely attach your new label, making sure the barcode is clearly visible.
- Take the parcel to a Royal Mail Customer Service Point, usually at your local delivery office or Post Office branch. You can also use an alternative method below.
Find your local Post Office branch.
You can only use your label for one package
If all your items don’t fit into one, just give us a ring on 0330 123 1105 and we'll sort it for you.
Other return options
Jiffy Bag
If we’ve sent you a Jiffy Bag, follow the included instructions to return your equipment
Royal Mail Parcel Lockers
Royal Mail parcel lockers is a convenient way to drop off parcels seven days a week.
To use this service:
- package your equipment securely
- find your nearest parcel locker here
- follow the on-screen instructions at the locker to unlock it
- place your item inside and close the locker securely
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 a fee.
This fee is subject to change, so please check the charges on the Royal Mail website.
When you schedule your collection, you'll need to enter the tracked reference from the postage label in your returns bag. It'll look something like AB 1111 0000 1C.
If you have any questions about your collection, please contact Royal Mail.
In-store collections
Our stores are only accepting mobile phone returns, so please don't bring your other 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 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 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.
|
Type of equipment |
|
Charge |
|---|---|---|
|
Home Hub, Smart Hub |
|
£65 |
|
Smart Hub 2 |
|
£65 |
|
BT TV Box (Z4) |
|
£60 |
|
BT TV Recordable Box (G4) |
|
£89 |
|
BT TV 4K Recordable Box (G5) |
|
£115 |
|
BT TV Box Pro |
|
£140 |
|
BT TV Box Mini |
|
£75 |
|
Hybrid Connect |
|
£75 |
|
Complete Wi-Fi discs |
|
£50 per device |
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.
Returning non-BT kit to us
Electrical equipment is the UK’s fastest growing type of waste. If you don't recycle electrical equipment, it'll end up in landfill. Hazardous substances could leak out and cause soil and water contamination - harming wildlife and also human health.
If you’ve bought new equipment from us, and your old equipment has the crossed out wheelie bin symbol on it, send it to us and we’ll get rid of it in an environmentally friendly way.
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 0330 123 4150 if you need help.
*Source:The Carbon Trust