Device damage or fair wear and tear - what's the difference?
We won’t charge for fair wear and tear, but may charge you for damage. Checking for damage before you return your device helps manage your expectations and any potential costs.
You can choose to have the device repaired before returning it, or wait for our assessment. If we find any damage, the repair cost will be charged to your Raylo account.
Understanding damage and when you could be charged
Damage is different from fair wear and tear. Common damage includes screen issues, numerous scratches over 2cm, water damage, a cracked screen, or missing accessories.
If your device is damaged when returned, you may be charged for the repair cost.
Fair wear and tear and when you won't be charged
You won't be charged for obvious signs of use, such as up to two deep scratches (each less than 3cm), small dents, discolouration, or minor changes in paintwork.
Frequently asked questions
What happens when we receive your device?
Upon delivery to our assessment centre, your device undergoes a full assessment for any damage or functional faults beyond wear and tear. We'll inform you of the assessment outcome via email, including any repair charges, the device grade, and details of the damage or faults found.
How will I be charged for damage?
If a Repair Charge is due, we'll inform you via email within 2 working days of the assessment. The charge will be applied to your Raylo account and scheduled via Direct Debit within 14 working days of the assessment. If you don't have an active Direct Debit, it will be payable on your account.
How much could I be charged for damage?
The Repair Charges for your specific device and different grades of damage are outlined in your hire agreement. This is sent to you via email when you sign up to Raylo.
How do we ensure our Repair Charges are fair?
We aim to provide fair and accurate charges based on the cost to repair the device so that we can give the device to another customer. The Repair Charges outlined in your Hire Agreement remain fixed and we will never charge you more than originally stated.
How do your Repair Charges compare with the manufacturer?
Our charges are in line with the cost of parts and repair time. The repair charges for your device are outlined in your hire agreement and for some devices can be compared with manufacturer repair costs here:
For any additional questions, please reach out to our team.
Other information