If you've taken out our insurance policy you'll be covered against loss, theft and accidental damage. You can submit a claim during your lease if damage occurs, or if you return the device damaged, the repair charge will be capped at your insurance excess amount.
If you did not take out insurance and return your device to us with damage we may charge you for the cost of repair, as outlined by the Repair Charges in your hire agreement.
Below, we’ve broken down the different grades of damage and what they might mean for you.
Fair Wear & Tear (Grade C) - No Charge
Devices that fall under Fair Wear & Tear won’t incur a repair charge. This includes:
Obvious signs of use like small dents, minor discolouration, or changes in the paintwork.
Deep scratches on the front glass (2 or fewer, each less than 3cm in length).
No cracks anywhere on the Goods.
Significant Damage (Grade D) - Repair Charge
Significant damage applies to devices that have more noticeable cosmetic issues or functional faults. Examples include:
Cosmetic damage such as significant deep scratching, chips, cracks, or more substantial dents.
Functional faults identified during our testing, even if the device visually appears in Grade C condition.
Examples:
Broken speaker or earphone
3 or more deep scratches greater than 2cm
Water damage (still functional)
Damaged or non-functioning buttons, ports, SIM tray
Cracked screen or screen burn (still fully functional)
Display popped or screen displaced
Broken camera
Locked or Major Functional Damage (Grade E) - Repair Charge
Grade E covers devices that either have significant functional issues or haven’t been properly reset before being returned. This includes:
Devices that still have data or personal accounts logged in or have security features enabled (e.g., passwords, biometric security, or 'Find My Phone').
Devices with major functional faults that significantly impact usability.
Accessories not returned that you received with the device. The accessories need to be returned to allow the device to be fully functional. More information on what accessories need to be returned can be found here.
Examples of Major Functional Damage:
LCD Bleed or LCD Damage
Device won’t power on
Touch ID or Face ID faults
Water damage (device is non-functional)
Bent device
Engraved device
Broken or missing battery
Software issues such as freezing, failure to start up or any software component malfunctioning
Missing accessories
Other details: