This will depend on your situation. But in each situation, the returns process is free and easy.
1. Replacing your equipment
Replacing a faulty Hub
If you need a replacement Sky Q Hub we’ll simply post one out to you, together with packaging to return the faulty one.
If you’re in the UK, you’ll also be able to return the faulty Sky Q Hub by giving it to the courier as long as it’s prepacked.
Replacing a Sky Q 1TB box, Sky Q 2TB box or a Sky Q Mini box
If you need to replace a Sky Q 1TB box, Sky Q 2TB box or Sky Q Mini box we can arrange for an engineer to replace your faulty item.
Please note: You will need to return the faulty equipment to the engineer to ensure they are able to offer a replacement.
2. Upgrading your equipment
If you’re upgrading your Sky Q equipment, and this requires an engineer visit (e.g. home move plus upgrade), then you also need to give your old Sky Q equipment to the engineer.
3. Ending your Sky Q service
If all or some of your Sky services end, you may need to return the relevant equipment to us by post.
For example, if you leave Sky Q, you'll need to return all of your Sky Q boxes. If you downgrade from the Sky Q Multiscreen pack to the Sky Q bundle, you'll need to return any Sky Q Mini boxes. If you're a Sky Q customer and you end your Sky Broadband service, you may need to return your Sky Q Hub.
We'll send out packaging to your address, with instructions on what needs to be returned, how to put the packaging together and when it needs to be returned by.
We’ll send you a text message when the packaging has been sent.
When you’ve packed the equipment and attached the prepaid postage labels, simply drop it off at your local post office where one of our couriers will pick it up. Make sure you keep the postage receipt as proof of post.
As soon as our courier has collected the package we’ll send you a confirmation email. We’ll only contact you again if you haven’t returned the correct equipment.
Please note: This process is the same for all customers, even those who have cancelled within their cooling off period.