We’re sorry to hear you’ve had a change of heart.

Within the Cooling Off period

  • You cancel without incurring any charge if as per the Hire Agreement, the device is returned to us in its original, unopened packaging within 30 days following the day you notify us.

  • You can cancel your agreement by:

    (a) contacting us via live chat on our website quoting your name, home address, phone number and details of the order; or

    (b) completing the information in the Model Returns Form here and emailing it to us at help@raylo.com. Once you've completed the form, we can then send you instructions on how to send the device back to us

  • Once we have received the device we will cancel the Direct Debit mandate within 5 working days

  • If the device has bee opened, i.e. the seal has been broken or the device has been switched on you will incur a charge. Please see details here

Cancelling After The Cooling Off Period

If you want to cancel after the period which ends 30 days after the date the agreement is made, you must give us a minimum of one month's notice if you wish to terminate the agreement and return the Goods to us. You may also have to pay us an Early Cancellation Charge.

Any Early Cancellation Charge will be calculated as follows:

  • 24 or 36 month lease term: 18 X your monthly subscription payments minus your monthly subscription payments made before you cancelled.

  • 12 month lease term: 12 X your monthly subscription payment minus your monthly subscription payments made before you cancelled.

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

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