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.
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 kit, you'll see an option to 'Return your BT kit' after logging into My BT.
Follow the steps provided and we'll send you a white returns bag in the post within 7 days.
If we've asked you to return equipment and you need another bag or need one sending to a different address, you can order one easily by you can order one easily by logging into My BT and selecting 'Return equipment' under 'Return your BT kit' 7 days after your original request.
If you try to order one before this time your order will not be processed.
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 collect. You will not be charged for this service.
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 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 |
£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 |
£140 |
|
BT TV Box Mini |
£61 |
|
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.
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