FAQS
What if my device gets damaged?
If you return the phone to us damaged, we may charge you for the cost of repair as outlined by the Repair Charges set out in your agreement. You can opt for Raylo insurance at checkout which covers you against accidental damage, loss and theft.
When does my lease begin and end?
The lease begins when we ship your device and your first payment is due 14 days later. Your lease ends when you return your device, after your chosen lease term.
Can I cancel after my order?
Sure! If you have a change of heart you can cancel and return for free within the first 14 days.
Do I need to worry about wear and tear?
Don’t worry, we offer a fair wear and tear policy. It’s ok to return your device with obvious signs of use such as some deep scratching (2 or fewer deep scratches on front glass that are less than 3cm in length), small dents, discolouration or changes in the paintwork.
What happens when it’s time to upgrade?
At the end of your lease you can simply upgrade for free and return your old device. You have 14 days to transfer your data – plenty of time.
If you don’t wish to upgrade you can:
- Keep the device and continue paying monthly
- Cancel your lease and return your device to Raylo. If you’re unable to return your device you’ll need to pay a fair fee
Do you run a soft search credit check?
Yes – the benefit of a soft search is there's no impact on your credit score. At Raylo, only if we say “Yes” and approve your application will a full credit search be undertaken.
Can I trust Raylo?
Of course! We're rated 4.5 on Trustpilot. We’re also partners of Natwest and Telefonica – you’re in safe hands.