We're sorry to hear you'd like to cancel. If there is anything we can do to help, please contact us. Here’s a detailed guide on how to cancel your lease and return your device to Raylo.
How to cancel and return at the end of your lease
1. Log into your Raylo account
Go to your Raylo account and log in.
Select the device you’d like to cancel.
Click on "End lease" to initiate the return process.
Follow the provided steps to complete the process.
2. Return your old device
Return instructions: When completing your cancel request, we’ll guide you through 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
Data transfer: Ensure you erase and remove your personal information and accounts. Transferring data is easy with our guides:
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 hire payments until we receive the device. To avoid extra charges, return it as soon as possible.
3. 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.
4. And you’re done
It’s that simple – cancelling and returning your device with Raylo is straightforward and hassle-free.
Frequently asked questions
Is there a cancellation fee?
Is there a cancellation fee?
No cancellation fee: After the end of your minimum lease term, there is no cancellation fee. Simply return your device and after your final hire payment has been taken, your subscription will be cancelled.
What if I don’t want to return my device?
What if I don’t want to return my device?
Continue leasing: If you’re happy with the device you’ve been using, then just carry on paying monthly.
Purchase option: If you want to purchase the device, please contact us to discuss.
Why do I have to pay a final hire payment when I return the device?
Why do I have to pay a final hire payment when I return the device?
Final payment coverage: The final payment covers the lease payment for the current month. Each payment is due at the end of each month of your lease. Therefore, if you cancel your agreement, you must still pay for the current month.
What happens if my device is damaged?
What happens if my device is damaged?
Damage assessment: 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 if my device is lost or has been stolen?
What if my device is lost or has been stolen?
Lost or stolen device: If you no longer have the device, you can still request to cancel as described above, choosing the option of ‘my device has been lost or stolen’. You’ll then be taken through the steps to pay the non-return fee for the device as it can no longer be returned to Raylo.
Do I have to cancel my direct debit or is it automatic?
Do I have to cancel my direct debit or is it automatic?
Automatic cancellation: Your Direct Debit will automatically be cancelled when your subscription is cancelled.