My phone is faulty. How can I return it for a replacement?

If your phone has developed a fault, it's likely that it'll be covered under our Lifetime Warranty.

If your phone has been damaged accidentally, you'll be able to claim on our free accidental damage cover through CityMain - read more here.

To return your phone under our Lifetime Warranty, please follow the steps below:

πŸ‘‰ Head to My Account

πŸ‘‰ Find your rental order in your account section (it will look like this πŸ‘‡)

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πŸ‘‰ Click View/Track Order

πŸ‘‰ Then click Return My Device

πŸ‘‰ 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.

πŸ‘‰ Finally, click Generate Returns Label.

You'll be emailed a Royal Mail returns label to send your phone back to us.
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Before returning your phone, please ensure the following have been removed:

βœ… All security and parental locks

βœ… Your SIM and/or external memory cards

βœ… Your iCloud or Samsung account

Need some help removing your iCloud account? Check out our handy article for some helpful tips.

Need some help removing your Samsung account? Check out this handy article for some helpful tips.
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Once we've received your device, we will:

πŸ“² Send you a like-for-like replacement at no extra cost.

πŸ“¦ Send your replacement phone out to you on an Express Delivery service via Royal Mail.

If we’re unable to replace your device, your rental agreement will be cancelled.

If we find evidence that the phone has been opened up or tampered with in any way, your warranty will be voided.

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Have more questions? Contact Us