When you're eligible to renew your rental agreement, we'll email you within the final 14 days of your agreement with the options available to you.
If you don't want to upgrade to a newer device or renew your current agreement, you can choose to return your device and end your agreement.
What happens if I don't respond?
If no renewal option is selected, your agreement will move onto a 30-day rolling agreement.
Monthly payments will continue to be collected while the agreement remains active.
How do I cancel my agreement?
- Sign in to My Account.
- Open your rental order.
- Locate the How do I cancel? section within the renewal area.
- Follow the cancellation link provided.
You can then submit your cancellation request by:
- Calling our Customer Service Team.
- Speaking to our Customer Service Team via Messaging.
- Completing the online cancellation form.
Does this fully cancel my agreement?
No.
Submitting a cancellation request only starts the cancellation process.
You must still return your device to complete the cancellation of your rental agreement.
What should I do before returning my device?
Before sending your device back, please make sure that you:
- Remove your iCloud or Samsung account from the device.
- Remove your SIM card.
- Remove any external memory cards.
- Back up, transfer and remove your personal data.
How do I return my device?
Once your cancellation request has been submitted:
- We'll email you a QR code.
- Take the QR code to your local Post Office.
- The Post Office will print and attach the returns label.
- Send the device back to us using the return service provided.
Make sure you keep your proof of postage and tracking receipt until the return has been completed.
What happens after I return my device?
Returns usually arrive with us within 2 to 3 working days after being handed to the Post Office.
Once we've received your device, we'll confirm this by email and begin processing your return.