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
Log in to your Raylo account
Tap the Messenger icon
Select Ask a question → Wait for the team → I have a problem with my device
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
Remove any locks (e.g. Find My) and erase all data – how to do this
Take out any SIM cards or personal accessories you want to keep
Take clear photos of the device showing its condition
Include any accessories that came with your device – what to include for your device
Pack it securely and send it back using the return label
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?
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 is not covered under warranty?
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