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How to return your device under warranty

Having tech trouble? If your device has a fault that’s covered by Raylo’s Lifetime Warranty, here’s how to send it back and what to expect

Claudia avatar
Written by Claudia
Updated over 3 weeks ago

What’s covered by your warranty

We cover technical faults and manufacturing defects.

If your device was accidentally damaged, make a claim through your insurance.

No insurance? You can use an authorised repair centre or contact us for help.

How to create your return

  1. Log in to your Raylo account

  2. Tap the Messenger icon

  3. Select Ask a question → Wait for the team → I have a problem with my device

  4. Follow the prompts to tell us what’s wrong

We’ll review your request and email you a link (usually within a few hours) to create your return label.

What to do before sending the device

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

  2. Take out any SIM cards or personal accessories you want to keep

  3. Take clear photos of the device showing its condition

  4. Include any accessories that came with your device – what to include for your device

  5. Pack it securely and send it back using the return label

  6. 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 repair or replacement.

What happens next

Once we get your device:

  • If the fault’s covered, we’ll repair it or send you a like-for-like replacement

  • You’ll get the fixed or new device within 7 working days of us receiving the return

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.

What is not covered under warranty?

Raylo’s warranty doesn’t cover:

  • Accidental or liquid damage

  • Cosmetic issues like cracked screens

  • Software faults from third-party apps

  • Parts added after you received the device

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