Upgraded your tech? Here’s how to return your old device
This guide is for you if you’ve upgraded your device in your Raylo account and are ready to send the old one back.
How to create your return
When your upgrade device is dispatched, you’ll get an email with return instructions for your old device
It includes a link to choose your preferred return courier and create your label or QR code
You can also log in to your Raylo account and tap Create return under the old device
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, 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 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?
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.
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 options. Find out what to do here.
Can I keep my old device instead of returning it?
Can I keep my old device instead of returning it?
Yes, you can keep your device instead of returning it. You can either:
Continue paying on monthly rolling (no action needed), or
Contact our team to explore purchasing the device. Not every device is eligible, but we’ll do our best to help.
Other returns guides