Hi @SRFan
Welcome to the BT Community and thank you for posting! I have moved your post to create your own thread as the thread you had posted on has already been marked as solved.
I am sorry for the problems you've been having trying to arrange a returns kit. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages
Thanks,
Robbie
