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How to return your device during the cooling-off period

If your device was shipped in the last 14 days, you’re within your cooling-off period. Here's how to return it and what happens next

Claudia avatar
Written by Claudia
Updated yesterday

Returning during the cooling-off period?

This guide is for you if your device was shipped within the last 14 days and you want to return it.

There’s no cancellation fee for cooling-off returns as long as the device is returned in the condition it was sent.

  • Brand new devices must be unopened and unused. If opened, a charge may apply - we can’t lease it to someone else as brand new

  • Refurbished devices must be returned undamaged

Want to speak to someone before returning and cancelling? Contact us here - we’ll be happy to help.


How to create your return

  1. Log in to your Raylo account

  2. Go to Your Tech and select the device you want to return

  3. Scroll to Cancel Lease

  4. Follow the steps to generate your return


What to do before sending the device

If you haven’t opened or used the device

  1. No need to open the device

  2. Pack it securely and send it back using your chosen return method

  3. Keep your proof of postage

If you opened and set up the device

  1. Remove any locks (e.g. Find My) and erase all data - how to do this

  2. Remove any SIM cards

  3. Take clear photos of the device showing its condition

  4. Include all accessories you received with the device

  5. Pack it securely and send it back using your chosen return method

  6. Keep your proof of postage

Important: If locks or personal data aren’t removed, your return can’t be processed. This may delay cancellation and further payments may be taken.


What happens next

Once we get your device, we’ll check it and email you within 5 working days.

If everything’s in order, we’ll then cancel your subscription within 2 working days.

Already paid your first monthly payment? Don’t worry - we’ll refund it within 3 working days.


FAQs

How should I package my device for return?

To pack your device for return, use your Raylo box if you’ve got one, or any sturdy box. Then pop it in a parcel bag and seal it securely.

What courier options do I have for returns?

We use various return couriers so you can choose what works best for you.

You can:

  • Return for free using a Royal Mail QR code, or

  • Choose DPD or DHL for drop-off or home collection (these have a cost)

How does the QR code return label work?

Royal Mail returns use QR codes instead of printed labels. Just show the QR code at the Post Office and they’ll scan it, print the label, and attach it to your parcel. You don’t need to do anything else.

I ordered the wrong device—how do I get a new one?

If you ordered the wrong device and still want a Raylo device, here’s what to do:

  1. Complete your return using this guide

  2. Place a new order - we’ll need to re-run our checks, including a soft credit search (this won’t affect your credit score)

How can I check the status of my return?

We’ll email you updates throughout the process.

Please allow up to 5 working days from posting your return for the first update - this allows for courier transit and warehouse checks.

Why is there a charge for returning a brand new device that’s been opened?

If a brand new device has been opened or used, we can’t lease it again as brand new, so a charge is applied.

Under your hire agreement, the device must be returned unopened and unused during the cooling-off period to avoid this.


Other returns guides

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