topic Re: Returns in Sky Q

Returns

shell.marsh — Sun, 16 Aug 2026 07:09:14 GMT

I have had to return my equipment in one large box as the supplied packaging was not big enough Sky are saying that they have only received my main sky box and not the hub. It was all in the same box so I'm concerned that they are going to charge me £53. Has anyone else experienced this?

Re: Returns

-Heather- — Sun, 16 Aug 2026 19:59:03 GMT

Hi @shell.marsh, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Returns

stereohaven — Mon, 17 Aug 2026 10:20:36 GMT

Technically speaking, it's Unipart Logistics that manage Sky equipment returns, so any scanning/logging etc. is done by them.

It isn't unheard of for there to be a delay in processing the return of all items within the same box. Personally I have always taken pictures of what I returned to go alongside proof of posting - literally the items in the box - just in case.

Re: Returns

Av2k26 — Tue, 29 Sep 2026 19:13:55 GMT

I've been sent a returns box, but it's not big enough and it doesn't ask for certain things I have and I can't fit everything in.

Re: Returns

Daniel0210 — Tue, 29 Sep 2026 19:16:00 GMT

@Av2k26

Have you cancelled Broadband too?

If you’ve successfully cancelled Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q/Stream TV, for any loaned equipment they are expecting back. So if you cancel both the smaller BB packaging should arrive first.

Any return packaging should show on your account
https://www.sky.com/ordertracking

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

It’s important that you keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Returns

Av2k26 — Tue, 29 Sep 2026 19:18:03 GMT

Thank you.

What you ahve stated isnt well communicated when doing this. So thank you.

il find a bigger box 😅