Cancelling your lease early?
This guide is for you if:
You’re outside the 14-day cooling-off period, and
You want to cancel your lease before the end of your 12, 24 or 36-month term.
There’s an early cancellation fee for ending your lease early.
The fee depends on how many payments you’ve made and how many are left
The maximum charge is 18 times your monthly subscription
You’ll get your personalised early cancellation fee before confirming anything
Want to speak to someone first? Contact us here - we’ll be happy to help.
How to create your return
Log in to your Raylo account
Tap the Messenger icon
Select Ask a question
Choose Wait for the team, then Cancellation
Tap Cancelling after the cooling-off period and follow the steps to submit your request
Our team will review your request and email your early cancellation fee invoice. You’ll then get a link (within 2 hours) to generate your return.
What to do before sending the device
Remove any locks (e.g. Find My) and erase all data - how to do this
Remove any SIM cards
Take clear photos of the device showing its condition
Include any accessories - what to include for your device
Got a case on your device? If you don’t need it anymore, leave it on – it helps protect the device in transit and we’ll recycle it
Pack it securely and send it back using your chosen return method
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 might still be taken.
What happens next
Once we get your device, we’ll check it and email you within 5 working days.
If your device is in good condition and the early cancellation fee has been paid:
Your subscription will be cancelled within 30 days
If there’s damage:
A repair charge will be added to your account
Both the early cancellation fee and any repair charges need to be paid before we can cancel your subscription
FAQs
How should I package my device for return?
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?
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?
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.
How can I check the status of my return?
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.
I am in financial difficulty - what should I do?
I am in financial difficulty - what should I do?
If you’re facing financial difficulties, get in touch with our team - we’re here to help.
What if my old device has been lost or stolen and I don’t have insurance?
What if my old device has been lost or stolen and I don’t have insurance?
If your device has been lost or stolen and you’re not covered by insurance, you still have a few options. Find out what to do here.