What is fair wear and tear?
We know tech gets used. Fair wear and tear means small signs of everyday use that don’t affect how your device works. Like:
Minor scuffs or discolouration
Up to 2 deep scratches (under 3cm in length) on the screen
Small dents or paint changes
No cracks anywhere
You won’t be charged for that.
When do repair charges apply?
Most people don’t get charged – we only apply a repair charge if there’s damage that goes beyond everyday wear and tear.
This includes:
Cracked screens or casing
Liquid damage
Locked devices (e.g. Find My still active)
Missing key accessories (like a laptop charger or console controller)
If there’s an issue, we’ll always share the details so you know exactly what’s happened. The charge simply covers the cost of repairs to get your device back in working order.
How we grade damage
When we receive your device, our team assesses its condition and assigns a grade:
Grade C - Fair Wear and Tear: Minor signs of use. No charges apply.
Grade D - Significant Damage: Cosmetic damage or minor faults. A repair charge applies.
Grade E – Major damage or locked device: Serious damage or security features still active. A higher repair charge applies.
FAQs
How much could I be charged?
How much could I be charged?
Repair charges depend on the device and the level of damage. If your device is graded D or E, we’ll charge the cost of repairs or part replacement. You can check your Hire Agreement for details.
How will I be charged for damage?
How will I be charged for damage?
We’ll email you within 2 working days of the assessment. The charge will be added to your Raylo account and scheduled for Direct Debit within 14 days. If you don’t have one set up, you can pay by card.
Why do I have to pay for damage?
Why do I have to pay for damage?
We don’t charge for fair wear and tear. But if your device has damage, it needs fixing before it can go to another customer. The charge covers those repair costs.
How do you make sure it’s fair?
How do you make sure it’s fair?
We only charge for what’s needed, parts and labour included. You’ll be notified of the reason and can always get in touch if you think something’s off.
You can compare some of our repair costs with the manufacturers here:
What if I don’t agree with the charge?
What if I don’t agree with the charge?
Just contact our team here. They can show you the damage photos and talk you through the assessment. If you’ve got your own photos from before sending it, send them over too - they really help.