Welcome to the BT Community and thank you for posting! I have moved your post to start your own discussion as the thread you posted on has already been marked as solved.
You'll be able to arrange a returns kit by calling our helpdesk on 0800 800 150. This'll be quicker than us as we're a small team and it would take us a few days to come back to you as we deal with cases in turn as we receive them. Speaking with my colleague over the phone will get the returns kit arranged today.
Feel free to post back and let me know how you get on chatting with them.