topic Re: Still not received returns box, yet you have still charged me for not returning my box? in Account & Billing

Still not received returns box, yet you have still charged me for not returning my box?

Pete_h — Mon, 03 Nov 2025 12:58:31 GMT

After numerous calls to you and sky saying they will send me out a returns pack yet you still go ahead and charge me for not returning? Please refund me and send me out a box then you will get your equipment back! This is the last attempt so please send me a returns box Many thanks pete_h

Re: Still not received returns box, yet you have still charged me for not returning my box?

PandJ2020 — Mon, 03 Nov 2025 13:04:02 GMT

We're other customers here - you are not addressing Sky here.

You cannot hold equipment as ransom - you will be correctly charged if it's not returned as it's a contractual requirement.

You can use your own packaging and use the return link to print a label etc. https://www.sky.com/help/articles/return-or-recycle-sky-equipment

Retain proof of posting.

Re: Still not received returns box, yet you have still charged me for not returning my box?

Daniel0210 — Mon, 03 Nov 2025 13:16:15 GMT

@Pete_h
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) for any loaned equipment they are expecting back.

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.

Re: Still not received returns box, yet you have still charged me for not returning my box?

RhysBJ — Mon, 03 Nov 2025 18:37:03 GMT

I returned my sky equipment well over a year ago AND have an email proving that it was returned. SKY have continued to charge me £117 anyway?! They are an absolute joke. How can I get a refund from them when every avenue you go down is met with a brick wall? Disgusting.

Re: Still not received returns box, yet you have still charged me for not returning my box?

Daniel0210 — Mon, 03 Nov 2025 19:09:17 GMT

@RhysBJ wrote:

How can I get a refund from them when every avenue you go down is met with a brick wall?

@RhysBJ

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

Please don't try to post an image of that email as Sky don't allow them on the forum.