What counts as damage vs. fair wear and tear? We won’t charge for fair wear and tear but may charge for damage. Check your device before returning it to avoid unexpected costs.

You can either get the device repaired at a repair shop (ensuring genuine parts are used) before returning it, or wait for our assessment. If we find damage, we’ll charge the repair cost to your Raylo account.

We assess your device for damage or faults within 4 working days. You’ll get an email with the results and any applicable repair charges.

We understand that normal use can lead to some wear and tear, which we don’t charge for. However, if the device has additional damage, it requires repair before it can be sent to another customer. The repair costs are based on the type and extent of the damage, as outlined in your hire agreement.

If repairs are needed, we’ll email you within 2 working days of the assessment. The charge will appear on your Raylo account and be collected via Direct Debit within 14 days. If there’s no Direct Debit set up, payment will need to be made manually.

Repair costs depend on your device and the extent of the damage. These are detailed in your hire agreement, provided when you signed up.

We charge only what’s needed to repair your device and prepare it for the next customer. The costs in your hire agreement are fixed, so there’s no guesswork.

Our repair fees align with part and labor costs. For some devices, you can compare our charges with manufacturer prices here:

For any additional questions, please reach out to our team.

Fair wear and tear when returning your device

Our Repair Charge grades explained

How do I return my old tech?

What accessories should I return with my device?