How do I upgrade? | Raylo Help Center

How to upgrade with Raylo

Upgrading with Raylo really is simple. Here’s everything you need to know:

1. Check if your device is ready for upgrade

Check upgrade eligibility: Login to see if your device is ready for an upgrade. If it is, you'll see an 'Upgrade Now' button. If not, your upgrade date will be displayed.
Notifications: We'll also remind you via email and SMS as your upgrade date approaches.

2. Choose your new device

Select your new device: When you’re ready, login and click the 'Upgrade Now' button to choose your new device.
Guided process: We’ll walk you through each step of the upgrade process and keep you updated on your order.
Order confirmation: After completing the necessary checks, we'll confirm your order and send instructions on returning your old device.

3. Return your old device

Return instructions: Once your new device is dispatched, we'll email you all the information needed to return your old device. The email will include a link to our returns portal where you can choose your return courier and method. The available return options include:
- Royal Mail Drop off at Post Office (no printer required)
- DPD Drop off at parcel shop
- DHL Drop off at access point
- DHL Collection from home
- DPD Collection from home
Please note: You can return your old device at any time, but you will continue to pay the monthly payment until it is returned.

Data transfer: Ensure you erase and remove your personal information and accounts.
Packaging: Securely package your old device to avoid damage. Use any old packaging (as long as the device is protected), and place it into a bag or envelope for added protection.
Send the device: Send the device with your chosen courier and return option, ensuring to retain the receipt of postage.
Monthly payments: You’ll be charged monthly payments until we receive the old device. To avoid extra charges, return it as soon as possible unless you want to continue leasing it.

4. Return arrives at our warehouse

Assessment: Once we receive your device, our team will assess its condition and notify you via email of the outcome.
Subscription cancellation: After collecting the final monthly payment, we’ll cancel your subscription within 30 days and confirm via email. This will include cancelling the Direct Debit, so you don’t need to do this.

5. And you’re done

It’s that simple – upgrading your device with Raylo is smarter and more sustainable.

Frequently asked questions

How much will my upgrade cost?

There’s no upgrade fee. Your new monthly subscription will depend on the device you choose. View all options and prices when selecting ‘Upgrade Now’ in your account.

Can I continue leasing my current device as well as upgrade to something new?

Simply ignore the return information and continue paying your monthly subscription for the current device. You can initiate the return at any time if you decide to send it back.

Can I upgrade early or before the end of my lease term?

Currently, we don't support early upgrades. After the minimum term, you can lease a new device and return the original device.

You can add additional devices to your account by selecting the 'Add Tech' option and continue leasing your current device.

How long do I have to return my old device after upgrading?

You can return your old device at any time, but you will continue to pay the monthly subscription until it is returned.

What happens if my old device is damaged?

When your device is received, our returns partner will assess it for any significant damage. If significant damage is found (grade D or higher), you will be charged a Repair Charge in line with your Hire Agreement. If you opted for insurance at the time of signing up for your lease, the Repair Charge will be capped at the insurance excess amount for your device.

What happens if my device is lost or has been stolen?

If you no longer have the device, please contact our team. They’ll take you through the steps to pay the non-return fee for the device as it can no longer be returned to Raylo.