I am upgrading - how do I return my old device?

✅ Returning your old rental device back to us is simple. This article will contain information on how to:

▶ Where to find your returns QR code for your old device
▶ What happens when we receive your old device back

✅ After successfully completing your upgrade online, you'll receive an email detailing how to return your old device after you've received your new one.

❗ You must prepare your old device for return as soon as possible. It should reach us no later than 14 days after receiving your new device.


Where do I find my returns QR code to return my old device? 🎫

📩 When you complete your upgrade online, you'll receive two emails: 

▶ A confirmation email of your upgrade
▶ A guide on preparing your device to be returned

👉 Your returns QR code can be found as an attachment to the return preparation email.

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


♻ Make sure once you return your device in the same box your new device arrived in. Let's protect the planet!


I've prepared my old device to be returned. Where do I drop it off? 🏤

1️⃣ Pack your old device securely in the reusable box your new device arrived in.

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 in a timely manner.


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

1️⃣ After dropping your old device 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 old within 2-3 working days of the date we receive it back.

3️⃣ You'll receive a confirmation email once your old device has been successfully processed and your old agreement has been cancelled.

❗ If your old device reaches us after 14 days of receiving your new device, it's likely you'll be placed on a rolling 30-day agreement. This can result in 2 agreements running side-by-side.

If you have not received your return instructions, or have any further questions, please contact our Customer Service Team.


Have more questions? Contact Us