Returns & Refunds
We know it's more challenging than usual to get through to our team of experts right now so we're lifting the 14-day return window until further notice to give you the time you need.
We really hope you are completely happy with your Hive products, but if you happen to change your mind, you can return your purchase to us.
Products purchased directly from us
If you have purchased Hive products directly through our website or over the phone, you’ll need to contact us within 14 days (starting from the day you receive your Hive products).
If a British Gas Engineer has installed your Hive product and you’d like to return it, you’ll need to let us know within 14 days from the point of installation.
Contact us on web chat and we’ll provide you with a returns number and send you a returns label. All you need to do is print it out and send it to our warehouse, free of charge. Once we receive your product, we’ll aim to process your refund within 5 working days.
Products purchased through our retail partners
If you have purchased Hive products through one of our retail partners, any return is subject to their returns policy and their Terms and Conditions will apply.
For more information on our returns policy across all our products and plans, please refer to our Terms & Conditions.