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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?  

  • Head to My Account
  • Find your rental order in your account section (it will look like this)
  • Click View Order and select the item you need to return.
  • On the next screen, select the device from the first dropdown menu:

Rental_return_-_select_device_dropdown.PNG

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

Rental_return_-_select_returns_reason_dropdown__faulty_.PNG

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

Rental_return_-_select_reason__faulty_.PNG

  • 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:

Rental_return_-_check_refund_box.PNG

  • 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?

  • Pack your device securely in its original packaging.

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

  • 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?

  • 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.

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

  • 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.