If you've decided that you'd like to return your rental device within the cooling-off period, you can arrange a return through My Account.
The cooling-off period is 14 days from the date of delivery.
How do I obtain a returns QR code?
- Sign in to My Account.
- Find your rental order in the Rental Orders section.
- Select Return Item.
- Choose the device you'd like to return.
- Select Unwanted as the return reason.
- Select the reason you'd like to return the device.
- Tick the box confirming you'd like a refund.
- Select Confirm Return.
We'll then email you a QR code to use when returning your device.
How do I prepare my device for return?
Before returning your device, you'll generally need to:
- Back up your data.
- Erase any content stored on the device.
- Remove any accounts associated with the device.
If you haven't switched the device on, you can return it using the QR code provided without carrying out these steps.
How do I send my device back?
- Pack the device securely, ideally in its original packaging.
- Take the parcel and QR code to your local Post Office.
- Ask for and keep your proof of postage and tracking receipt.
We recommend tracking the parcel to ensure it reaches us within the cooling-off period.
How long will my return take?
Once you've handed the parcel to the Post Office, it will usually take 2 to 3 working days to reach us.
We'll email you when the device arrives with us.
We'll then aim to process your return within 2 to 3 working days of receiving it.
Once the return has been completed, you'll receive an email confirming that your rental agreement has been cancelled.
What happens if my return arrives after the cooling-off period?
If your return reaches us after the 14-day cooling-off period, an Early Termination Fee of £50 will apply in line with clause 12.2 of your Rental Agreement.
If an Early Termination Fee applies, we'll contact you by email and attempt to collect the payment within 1 working day.