We’re sorry to hear you’ve had a change of heart – and would love it if we could convince you to stay with us. Please get in touch if that’s something we can talk about.

Within the first 30 days of your order

It's free to cancel within the first 30 days of your order. You just need to let us know and send the phone back unopened and unused.

  • You must call us within 30 days of your order to let us know you want to cancel. Our number is 0333 050 9880 and business hours are Monday – Saturday 09:30 - 17:30.
  • We’ll then send you instructions for how to send the phone back. 
  • We must receive the phone back within 14 days of the date you notify us. The phone must be returned in its original, unopened packaging, with the Apple iPhone seal unbroken. If it's been switched on this starts the warranty, and the phone is technically no longer 'new'.
  • Once we have received the phone we will cancel the direct debit mandate.

After 30 days of your order or if you have used the phone

If you want to cancel after 30 days, or you have used the phone, you will have to pay an Early Termination Charge.

  • You must let us know you want to cancel by giving a minimum of one month’s notice via online chat (log in to your Raylo account) or email (returns@raylo.com).
  • We’ll then send you instructions for how to send the phone back.
  • You will then need to return the phone to us in good condition within 14 days and pay the Early Termination Charge

Any Early Termination Charge will be calculated as follows:

  • 18 x your monthly subscription payments minus your monthly subscription payments made before you cancelled.

For example:    

  • If you cancelled your agreement after 12 months (and you hadn't missed any payments), your early termination charge would be equal to 6 x your monthly subscription payment
  • If you cancelled your agreement after 17 months (and you hadn't missed any payments), your early termination charge would be equal to 1 extra monthly subscription payment.

If the phone is not in good condition you will also need to pay a Damage Fee

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