How can I claim on my warranty?

📦 Sending your device back for a warranty claim? No problem! This help article will contain information on:

▶ What your FREE Lifetime Warranty covers
▶ How to obtain your returns QR code
▶ How to prepare your device for return
▶ What happens when we receive your return


What does the FREE Lifetime Warranty cover my device for? 📋

✅ Throughout the entire 12 months of your rental agreement, we guarantee that you're covered by our Lifetime Warranty.

👉 You'll be covered for instances of:

▶ Technical defects
▶ Faults caused by improper workmanship or materials.


How do I obtain my returns QR code?  📦

1️⃣ Head to My Account

2️⃣ Find your rental order in your account section (it will look like this 👇)

3️⃣ Click View Order and select the item you need to return.

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


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


6️⃣ Next, select the fault that best describes the issue you're having with your device from the third dropdown menu:


7️⃣ Tick the box confirming your agreement to be cancelled. Leave it unticked if you'd prefer a replacement to be sent (stock dependent), 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:


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 in a timely manner.


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 a confirmation email of the outcome. If we're unable to replace your device due to a lack of stock, we'll cancel your agreement free of charge instead.

You've sent me a refund. How long will it take for my account to be credited? 💳

👉 On the whole you should expect your refund to land in your account within 2-3 working days of it being processed. Please note: This can vary depending on who you bank with.


You've sent me a replacement. How long will it take to reach me? 🚚

👉 Any replacements will be sent on a Royal Mail Tracked 48 service. You should expect your replacement to be delivered within 2-3 working days of dispatch.


Have more questions? Contact Us