If your rental device has developed a fault covered by your FREE Lifetime Warranty, you can return it to us for assessment.
What does the FREE Lifetime Warranty cover?
Throughout your rental agreement, you're covered by our Lifetime Warranty for:
- Technical defects.
- Faults caused by improper workmanship.
- Faults caused by defective materials.
How do I arrange a warranty return?
- Sign in to My Account.
- Locate your rental order.
- Select View Order.
- Choose the device you need to return.
- Select Faulty as the reason for return.
- Choose the fault that best describes the issue.
- Select whether you'd like a replacement (subject to stock availability) or to cancel your agreement.
- Confirm the return.
We'll then send you an email containing a QR code for your return.
How do I prepare my device for return?
Before returning your device, you should:
- Back up your data.
- Erase any content stored on the device.
- Remove any accounts linked to 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 your device securely, ideally in its original packaging.
- Take your parcel and QR code to a Post Office.
- Keep your proof of postage and tracking receipt until the return has been completed.
How long will my return take?
After you've handed your parcel to the Post Office, it will typically take 2 to 3 working days to reach us.
Once received, we'll aim to process your return within 2 to 3 working days.
We'll email you with the outcome of your warranty claim.
If we're unable to provide a replacement device due to a lack of stock, we'll cancel your agreement free of charge.
How long will a refund take?
If a refund is due, you should usually receive it within 2 to 3 working days of it being processed.
Please note that timescales may vary depending on your bank.
How long will a replacement take?
Replacement devices are sent using Royal Mail Tracked 48 delivery.
You should typically receive your replacement within 2 to 3 working days of dispatch.