Are you a Sky Q customer?

Yes, I'm a Sky Q customer No, I'm a Sky+ customer

For a more personalised experience, please sign in.

Thanks

We can now provide you with more relevant help.

Returns, repairs and replacements - Sky Mobile

  • If you need to return your phone, tablet or any mobile accessories, we can either send you a pre-paid envelope to send it back to us in, or you can print off a pre-paid postage label.
  • Please remember that you can only return phones, tablets and mobile accessories bought from Sky. 
  • Phone and tablet refunds

    • If you’ve changed your mind and no longer want your phone or tablet, you can return it and request a refund within 31 days of it being delivered.
    • After you’ve let us know, you’ll need to send it back to us within 14 days. If you don’t return your device within this time any refunds will be cancelled and, if you have a credit agreement, your monthly phone payments will continue.
    • All items must be returned in their original condition, including:
      - The original box
      - The phone/tablet, undamaged and without any security features or personal accounts activated (for example, PIN or passcodes, 'Activation lock', 'Find my iPhone' and iCloud)
      - The phone/tablet charger
      - Any accessories that came in the box
    • Before returning your device, remember to remove your SIM and keep it safe.
    • You’ll receive any refunds within 14 days of us either receiving your device or receiving evidence from you that the device has been returned to us (such as a proof of postage receipt), whichever is the earliest. We’ll make any refund using the original payment details you gave us.
    • If you bought your device with a credit agreement, that will now be cancelled. Your monthly plan will also be cancelled (as long as you activated your SIM within the last 31 days); or you can keep your SIM to use in a different device.
    • If you have more than one data plan with us, these other plans and payments will remain unchanged.
    • You’ll be charged for any data, calls and texts usage to date. If you’re keeping your Sky Mobile SIM, your monthly plan and payments will carry on as normal.

    Continue to request a refund >

  • Mobile accessory refunds

    • If you’ve changed your mind and no longer want your accessory, you can return it and request a refund within 31 days of it being delivered.
    • After you’ve let us know, you’ll need to send the item(s) back to us within 14 days. If you don’t return your accessories within this time any refunds will be cancelled.
    • If you’re returning more than one accessory, we’ll send you a separate envelope for each item or please print off separate postage labels.
    • All items must be returned in their original condition, including any original packaging.
    • Before returning your accessory, remember to remove/back up any data (if applicable).
    • When you post your item(s) back please ask for proof of postage.
    • You’ll receive any refunds within 14 days of us either receiving your return or receiving evidence from you that the accessory has been returned to us (such as a proof of postage receipt), whichever is the earliest. We’ll make any refund using the original payment details you gave us.
    To request a mobile accessory refund:

    • Go to Devices in Manage and sign in with your Sky iD. Select the accessory you want to request a refund for.

  • Repairs and replacements
    • If you have a problem with your phone, tablet or mobile accessory, we may be able to help you resolve it online.
      1. Go to our phone support.
      2. Select your device manufacturer and model (if not already selected).
      3. Search for your issue and follow the help steps.
    •  If the problem with your phone or tablet can’t be fixed online, at the end of the help steps we'll tell you how to book your device in for a repair or replacement.
    • This may be covered by your manufacturers' warranty. Please use the details below to check. 
      Apple support >
      Samsung support >
      LG support >
      Sony support >
    • If the problem with your mobile accessory can’t be fixed online, you may still be eligible for a repair or replacement. Go to Devices in Manage and sign in with your Sky iD. Select the accessory you want to return or repair.
    • Please note: If your phone, tablet or mobile accessory is out of warranty or there’s physical damage to the item, then you may be charged for the repair and you won’t be eligible for a replacement.
    • If the item(s) was damaged when it was delivered or the damage was caused by us, please contact Sky first.


Before returning your phone or tablet, don’t forget to:

  • Back up the personal data on your phone or tablet, including your contacts and photos
  • Remove and keep your SIM and memory card safe
  • Remove any of your own accessories, including phone covers
  • Remove any security/PIN locks on your phone or tablet as this could result in a chargeable repair
  • If you have an Apple iPhone, turn off ‘Find my iPhone’. Not doing so will result in delays with your repair. For help on how to do this, go to our phone support and search ‘Find my iPhone’.

Any personal data on your phone or tablet when it’s returned will be deleted and any equipment or accessories that weren’t supplied by us will be destroyed.

For all returns please keep your proof of postage until we confirm we’ve received your item(s).