Skip to main content

How to return your device and cancel at the end of your lease

Want to cancel and return your device at the end of your lease? Here’s how to do it and what to expect

Claudia avatar
Written by Claudia
Updated this week

Want to return your device and cancel at the end of your lease?

This guide is for you if you’re on monthly rolling or have reached the end of your 12, 24 or 36-month lease term, and want to return your device, without upgrading.

There’s no fee to cancel at the end of your lease, just make sure your device is returned in good condition.


Want to explore other options?

  • Happy with your current device? You could Extend and Save, locking in a lower monthly price on your current device. Log in to see how much you could save.

  • Want to upgrade instead? Find out more here.

  • Need help deciding? Contact us here - we’re 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. Tap Cancel Lease

  4. Follow the steps to generate your return


What to do before sending 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 any accessories – what to include for your device

  5. 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

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

  7. Keep your proof of postage receipt

Important: If locks or personal data aren’t removed, we won’t be able to process your return. This could delay your cancellation and further payments may still be taken.


What happens when we receive your return

We’ll check your device within 5 working days and update you by email.

  • If everything looks good:

    • Your final monthly payment will be charged within 5 working days

    • Your subscription will be cancelled within 30 days

  • If we find damage:

    • We’ll add a repair charge to your account and cancel your subscription once that’s paid

Most people don’t get charged – we only apply a repair charge if there’s damage that goes beyond everyday wear and tear. And if there’s an issue, we’ll always share the details so you know exactly what’s happened. Find out more here.


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.

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 do I have to pay a final payment after returning the device?

You’ll be charged for the final month in which you had the device. Even if you returned it partway through the month, the full monthly payment is due.

How do I pay the repair charge?

If a repair charge is due, it will either be taken by Direct Debit or you can pay by card through your Raylo account. See this guide for more about repair charges.

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 options. Find out what to do here.

Can I purchase the device instead of returning it?

Contact our team to explore purchasing the device. Not every device is eligible, but we’ll do our best to help. Find out more here.


Other returns guides

Did this answer your question?