Returning your device for warranty, cooling off or cancellation? Packaging your device for return is really simple – just follow this step-by-step guide before you send.

Also, make sure you've backed up your device and been through these steps (for Apple/Samsung) before packaging.

The returns label 

  1. Contact us for a pre-paid returns label. Please don’t use any other labelling to send your device back.

  2. You'll need to put the device into returns packaging, such as your Raylo box or similar, and then put this into an expresspak bag – having outer returns packaging is a must because it protects the parcel from fraud.

  3. Carefully seal your expresspak bag along the sides so it's secure. 

  4. Make sure the returns label is attached to the outside and is clearly visible.

  5. The pre-paid packaging insures your device for up to £100. If you think it's worth more, we'd recommend that you use Special Delivery provided by Royal Mail. This insures your device for up to £500.

Drop off

  1. Once your parcel is ready for return, drop it off at one of Royal Mail's Post Office branches or a Royal Mail Customer Service Point. You can find those nearest to you here.

  2. When you drop off your parcel please keep your proof of postage, as you may need this later.

Track the parcel to ensure it gets to us within the required time frame of 14 days. If you're sending your device back we don't receive it within the time frame of 14 days your monthly payments may continue.

Please get in touch if there is anything we can help you with.

Other details

How should I return my old device after upgrading?

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