topic Re: Refund and return packaging in Account & Billing

Refund and return packaging

Rhys39 — Thu, 18 Sep 2025 15:29:19 GMT

Hi, I've heard that this group can get me through to actual Sky employees as I'm having no luck getting through on the phone.

I terminated my contract last month and am due a £35 ish refund - I'm aware that this can take up to 2 months, however is there a way for me to get this back faster so I can close my direct debits?

Also, when I go onto the My Sky app it tells me that my returns packaging delivery is delayed. It has been showing this for the last month. I'm moving house on the 30th of this month so could really do with it arriving before then. I'm aware that I could use my own packaging, but don't really want to.

Any help with either would be appreciated.

Re: Refund and return packaging

Daniel0210 — Thu, 18 Sep 2025 15:33:17 GMT

@Rhys39
If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive 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

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.

🟨

Refunds normally take about six weeks from the last day of connection but posts on here suggest it's taking longer.

We could normally escalate this to Sky on here via their Messaging Team but unfortunately the process is currently switched off and we don't know when it'll return.

At present you will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps. Providing your payment method is still active they should be able to refund it in 3-5 WORKING days.

Re: Refund and return packaging

caesarome — Thu, 18 Sep 2025 15:45:30 GMT

@Rhys39 wrote:

Hi, I've heard that this group can get me through to actual Sky employees as I'm having no luck getting through on the phone.

You have heard correctly however there is an ongoing fault meaning this has been offline for a while now so the option is on your to contact Sky as they can then issue the refund. You haven't said what equipment you are returning but usually you can use anything you have or can get hold off and print your own return label from here:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.