If your phone has developed a fault, it's likely that it'll be covered under our Lifetime Warranty.
To return your phone under our Lifetime Warranty, please follow the steps below:
👉 Head to My Account
👉 Find your rental order in your account section (it will look like this 👇)
👉 Click View/Track Order
👉 Then click Return My Device
👉 On the next screen, choose Faulty as the reason for your return. You'll be able to give more detail about the nature of the fault for our returns team.
👉 Finally, click Confirm Return.
🎫 You'll be emailed a QR code to send your phone back to us via your nearest Post Office.
❗ Before returning your phone, please ensure the following have been removed:
✅ All security and parental locks
✅ Your SIM and/or external memory cards
✅ Your iCloud or Samsung account
❓ Need some help removing your iCloud account? Check out this helpful guide.
❓ Need some help removing your Samsung account? Check out this helpful guide.
Once we've received your device, we will:
📲 Send you a like-for-like replacement at no extra cost.
📦 Send your replacement phone out to you on a Royal Mail Tracked 24 service.
📩 If we’re unable to replace your device, your rental agreement will be cancelled, and let you know by email.
❗ If we find evidence that the phone has been opened up or tampered with in any way, your warranty will be voided.