Reached the end of your Rental Agreement and interested in upgrading to a different device? This guide explains:
- How to complete the upgrade process.
- What happens after you've upgraded.
- How to return your previous rental device.
- What happens once your previous device has been returned.
When can I upgrade?
We'll send you personalised renewal options during the final 14 days of your Rental Agreement.
Once you've made your final scheduled payment, you'll be able to select one of the upgrade options available to you.
Upgrade options are also available within My Account.
How do I complete the upgrade process?
- Select Upgrade from your renewal email or within My Account.
- Browse the available rental plans and choose the device you'd like to upgrade to.
- Select your preferred:
- Storage capacity
- Colour
- Condition
Please note that changing these options may affect your monthly rental payment.
- Select Continue With This Upgrade.
- Choose your FREE phone case from the available options.
- Review:
- Your Personal Details
- Your Order Summary
- Your Rental Upgrade Basket
- Select Confirm Details.
What agreement information will I see?
Before completing your upgrade, you'll be provided with:
- Pre-Contractual Information
- Rental Agreement Terms and Conditions
You should review these carefully before continuing.
You'll also have the option to download a copy of the Pre-Contractual Information for your records.
To proceed:
- Confirm that you've read the Pre-Contractual Information.
- Select Continue.
- Review the Rental Agreement Terms and Conditions.
- Select Agree and Continue.
What payment details will be used?
We'll use the card details currently linked to your Rental Agreement.
If you'd like to use a different card, select Add New Card before completing your upgrade.
Once you're happy with your payment details, select Complete.
What happens after I upgrade?
Once your upgrade has been completed, we'll send you an order confirmation and email a copy of your new Rental Agreement.
Your new device will be dispatched using Royal Mail Tracked 24 delivery and should arrive within 1 working day of dispatch.
We'll also send you a tracking number so you can monitor the delivery of your new device.
What should I do when my new device arrives?
Before returning your previous rental device, you should:
- Back up your data.
- Transfer your data to your new device.
- Remove your iCloud or Samsung account.
- Remove your SIM card.
- Remove any external memory cards.
- Remove your personal data from the device.
Further information on how to prepare your device for return can be read here.
How do I return my previous rental device?
- Place your previous rental device into suitable packaging.
- You'll receive a returns QR code by email.
- Take the QR code to your local Post Office.
- The Post Office will print and attach the shipping label.
- Obtain a proof of postage and keep it safe until your return has been completed.
What happens after I return my previous device?
Returns usually arrive with us within 2 to 3 working days of being handed to the Post Office.
Once we've received the device, we'll email you to confirm its arrival.
Your device will then undergo a Condition Review to ensure it falls within our fair wear and tear policy.
You may have two Rental Agreements active at the same time until your previous device has been returned and processed. We recommend returning your previous device as soon as you receive your replacement device.
What happens if my device passes the Condition Review?
If your device passes the Condition Review, we'll end your previous Rental Agreement.
Your new Rental Agreement will continue as normal.
What happens if my device fails the Condition Review?
If your device doesn't pass the Condition Review, a variable charge may apply depending on the extent of the damage.
We'll contact you by email to confirm any charges due.
Once any applicable charges have been resolved, we'll end your previous Rental Agreement.