How should I return my device within the cooling off period?

📦 Sending your device back within the cooling-off period? No problem!

Our Rental Agreements have a 60-day cooling-off period. If you decide that renting isn't quite right for you, or you have changed your mind, you can return the Rental device within 60 days of receiving it and we will cancel your agreement at no extra cost, and refund your initial payment. 


Please note, the cooling-off period is typically 14 days however has been extended to 60 days over the Festive Period. 


How do I obtain my returns QR code within the cooling-off period? 📦

1️⃣ Head to My Account

2️⃣ Find your rental order in your Rental Orders page

3️⃣ Click Return Item

4️⃣ On the next screen, select the device from the first dropdown menu:


5️⃣ Then select Unwanted from the options in the second dropdown menu:


6️⃣ Then select the reason why you'd like to return it as unwanted from the third dropdown menu:


7️⃣ Tick the box confirming you want a refund and then click Confirm Return:


8️⃣ We'll then send you an email containing a QR Code to return your device back to us.

I've received my QR code. How do I prepare my device to be returned? 📦

Whichever device you're returning back to us, you'll generally need to:

👉 Backup your data
👉 Erase any content on the device
👉 Remove any associated accounts that have been set up.

❗ If you haven't switched the device on, you can simply return it back to using the QR code provided.

For a step-by-step guide on preparing your device for return, choose from the below:

Apple Device
Samsung Device


I've prepared my device. Where do I need to drop it off? 🏤

1️⃣ Pack your device securely in its original packaging.

2️⃣ Take your parcel and QR code to your nearest Post Office and drop it off.

3️⃣ Ask for and retain a copy of your tracking receipt for proof of postage as you may need this later.

👉 Track your parcel to ensure it reaches us within 14 days within the required cooling-off timeframe. 

How long will my return take to reach you and be processed? 🚚

1️⃣ After dropping your return off at the Post Office, it usually takes 2-3 working days to reach us. We will email you once your return has been received.

2️⃣ We'll then aim to process your return within 2-3 working days of the date we receive it back.

3️⃣ You'll receive an email confirming when your agreement has been cancelled.


What happens if my return reaches you after the 14-day cooling-off period? 🧊

👉 An Early Termination Fee of £50 will apply in line with clause 12.2 of the rental agreement.

👉 If an Early Termination Fee applies, we will contact you via email and attempt to debit the payment automatically within 1 working day.



Have more questions? Contact Us