Charges for not returning Sky Q equipment

When your subscription with Sky Q comes to an end, you’ll need to return the equipment. This is because, unlike previous Sky boxes, Sky Q equipment remains the property of Sky.

Returning equipment includes things you’re no longer using because of downgrades or upgrades, as well as faulty equipment that needs to be replaced.

If you don’t return this equipment within the time you’ve been given, you’ll have to pay a Non-Return charge. We'll contact you to let you know if you need to pay these charges and how much they are.

Here's a guide on Non-Return charges and when you may need to pay it.

Please note: Information on ending your Sky Q contract early, and any charges that may be incurred as a result, isn't currently available online. If you need more help, you'll need to contact us.

Equipment subject to Non-Return charges

You'll need to pay a Non-Return charge if you don't return the following:

Sky Q 1TB box
Sky Q 2TB box
Sky Q Mini box
Sky Q Hub

Please note: You only have to return your Sky Q Hub if you have Sky Q. If you have standalone Sky Broadband or you’re not a Sky Q customer, you don’t need to return your Sky Q Hub when you cancel your broadband.

When you'll need to return the equipment

This depends on your circumstances:

If you’ve cancelled your services with us then you’ll need to return your equipment within 90 days of your service ending. In some circumstances we may ask you to return your equipment sooner.
If you’re exchanging, replacing or upgrading your equipment, you’ll need to send your old equipment back. If an engineer is visiting your home to install the new equipment, you’ll need to give your old equipment to them. If we’ve sent out replacement equipment to your home, you’ll have 90 days to post back the old equipment to us.
If we’ve cancelled your services as you’ve fallen into a debt cycle, you’ll need to return your equipment within 50 days of your service ending. In some circumstances we may ask you to return your equipment sooner.

For more information on the Sky Q returns process go to Returning Sky Q equipment.

When you'll need to pay these charges

You’ll only pay the Non-Return charges if you don’t return the equipment within the timescales you’ve been given.

You’ll also need to pay this charge if you’ve either lost the equipment or if it’s been stolen. You may be able to claim this charge back on your home insurance.

To order replacement Sky Q equipment, you’ll need to contact one of our advisors.

The cost of the Non-Return charge

The amount you'll be charged depends on what and how many pieces of equipment you need to return.

The following information shows the current charges that apply if you don’t return the relevant equipment:

Non-Return charges (UK):

Sky Q 1TB box - £100
Sky Q 2TB box - £140
Sky Q Mini box - £50
Sky Q Hub - £30

For example, if you fail to return a Sky Q 2TB box, two Sky Q Mini boxes and a Sky Q Hub, you'll be charged £270.

If you want more help, including information about ending your Sky Q contract early and any changes you might incur, please contact us.

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