Returning equipment charge - refundable?

[Mullymoo]

Hi there.

We recently upgraded to a Sky Glass and received a message informing us to return the old sky Q and sky Q mini box.

We completely forgot about this and have also been dealing with a family illness and unfortunately bereavement in the last couple months, meaning we haven't been keeping on top of letters and emails too well.

We checked the bill today to see that we have received the charged for not returning the equipment, and have paid the bill in full.

I am wondering whether this is a charge that is refunded once we get round to returning the old equipment?

It is a decent chunk of money for us.

I hope you people can help!

Thank you in advance,

Lisa.

[Mullymoo]

Another point I'd like to add:

I cannot find the box provided for free returns, and unfortunately don't have any suitable boxes and packing material to keep the contents safe for return.

Would it be worth asking sky for a new postage box for both devices?

Thanks,

Lisa.

[Daniel0210 · Accepted solution]

@Mullymoo 

If you haven’t anything suitable give Sky another call. Keep your proof of posting very safe and indefinitely as Unipart, who handle the UK returns, don’t appear to be that well organised.

Once you've returned the equipment it's taking a couple of weeks for items to be processed so after that you should be reimbursed the non return fee.