Returning your old phone to Raylo is really simple – just follow this step-by-step guide before you send.

Make sure to do this as soon as possible to avoid further monthly payments.

Photograph the device

  • We recommend taking a picture of the device you are returning (make sure to capture its general condition).

Prepare the device

  • Transfer all personal data to your new device and remove iCloud/Samsung account from the device

  • Factory reset the device

  • Remove your SIM and any memory cards from the device

  • Protect the planet - send back your old Raylo screen protector and case for us to recycle responsibly. Hold onto the headphones and charger cable.

Package the device

  • If you’re upgrading, we’ll send you our sustainable packaging a few days after you receive your new phone with instructions

  • If you’re cooling off or returning under warranty, we’ll email you a prepaid returns label for Royal Mail and follow our warranty/cooling-off returns instructions here

Return the device

  • Drop off at any post office and retain your receipt as proof of postage.

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

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

Other details

Returning your phone to Raylo for warranty or cooling off

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