topic Re: Return equipment - no packaging in Account & Billing

Return equipment - no packaging

OysterBody — Wed, 21 Jan 2026 21:36:46 GMT

Hi,

Moved to Stream mid December and keep getting emails about returning equipment and threats about being charged. Sky has not sent out the packaging promised and the bot doesn't get me very far. My account says that I have "no outstanding orders".

Deadline is 2 weeks away, so I need it soon.

What should I do?

Re: Return equipment - no packaging

caesarome — Wed, 21 Jan 2026 22:07:22 GMT

@OysterBody

As you haven't received it then you can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

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.

Re: Return equipment - no packaging

Sunny201 — Thu, 29 Jan 2026 20:55:30 GMT

Please send packaging to my new address as I informed you last December

[removed]

Moderator Actions: Removed personal information

Re: Return equipment - no packaging

MightyQuinn — Thu, 29 Jan 2026 15:16:44 GMT

Hi @Sunny201 I'm afraid that you are not talking to Sky here. Just other customers. It is never a good idea to post personal information on a public forum.

Re: Return equipment - no packaging

Daniel0210 — Thu, 29 Jan 2026 15:27:02 GMT

@Sunny201
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Your post has been temporarily removed as you've posted your full address on what is a public forum. It will return once edited by staff.

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. 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.