Returning your previous rental device is simple. This guide explains:
- Where to find your returns QR code.
- How to prepare your device for return.
- How to return your device.
- What happens once we receive your return.
When should I return my old device?
After successfully completing your upgrade, you'll receive instructions explaining how to return your previous rental device once your new device has arrived.
You must prepare and return your previous rental device as soon as possible.
Your device should reach us no later than 14 days after receiving your new device.
How do I prepare my old device for return?
Before returning your previous rental device, make sure you've:
- Backed up your data.
- Successfully transferred your data to your new device.
- Checked that your photos, contacts, messages and other important information have transferred correctly.
- Removed your Apple or Samsung account.
- Removed your SIM card.
- Removed any memory cards.
- Removed all personal data from the device.
For Apple devices, this includes signing out of your Apple ID and removing Activation Lock.
For Samsung devices, this includes removing your Samsung account from the device.
Failure to remove accounts or activation locks may delay the processing of your return.
Further information on how to prepare your device for return can be found in the below articles:
Where do I find my returns QR code?
Once you've completed your upgrade, you'll receive:
- A confirmation email for your upgrade.
- An email explaining how to prepare your device for return.
Your returns QR code will be attached to the return preparation email.
If you haven't received your return instructions, please contact our Customer Service Team.
How do I return my old device?
- Pack your previous rental device securely, ideally using the same box your new device arrived in.
- Take your parcel and QR code to your local Post Office.
- The Post Office will scan your QR code, print the returns label and attach it to your parcel.
- Obtain and keep your proof of postage and tracking receipt.
We recommend keeping your tracking receipt until your return has been fully processed.
How long will my return take?
Once you've handed your parcel to the Post Office:
- Returns typically take 2 to 3 working days to reach us.
- We'll email you once your device has been received.
- We'll aim to process your return within 2 to 3 working days of receiving it.
You'll receive a further confirmation email once your previous device has been processed and your previous Rental Agreement has been closed.
What happens after you receive my device?
Your device will go through a Condition Review to ensure it meets our fair wear and tear requirements.
If your device passes the review, we'll end your previous Rental Agreement.
If your device doesn't meet our fair wear and tear requirements, a variable charge may apply depending on the extent of the damage. We'll contact you by email if this is the case.
If your previous rental device reaches us more than 14 days after you've received your new device, your previous agreement may move onto a rolling agreement.
This could result in two Rental Agreements running at the same time until your previous device has been returned and processed.