Rental Renewal Process πŸ“

πŸ“† Thinking about renewing your current rental agreement? Within 14 days of your current rental agreement ending, you'll be able to either:

1️⃣ Upgrade to a better model

2️⃣ Keep your current device on a lower monthly payment plan

3️⃣ Return your current device and end your current agreement


How does the renewal process work? πŸ“

πŸ“© When you enter the final month of your rental agreement, we'll send you an email letting you know that you're eligible to renew. The first email will just be a reminder that you can renew your agreement in 14 days' time if you wish.

We'll send you some renewal options so you can have a browse and think about whether you'd like to renew by either upgrading, keeping your current device, or by returning and ending your current agreement.

πŸ“© When your agreement reaches its final 14 days, we will send another email with some bespoke renewal options. Your personalised renewal options will also be available to view in your My Account section.

The renewal options offered to you on day 14 of your final month are tailored to you based on your credit score and payment history.

✍ Once you've chosen a renewal option that suits you via our email link or My Account - whether that's upgrading or keeping your current device on a new payment plan - you'll need to complete the checkout process so we can finalise your new rental agreement and complete your new order.

πŸ“¦ If you choose to upgrade, we'll send your new device out to you on a Royal Mail 48 hour tracked service ready to use! Once your new device arrives, you'll need to send your current one back to us by obtaining a returns label from My Account.

πŸ“± If you choose to keep your current device on a new 12-month rental agreement, you won't need to do anything. We'll email you the details of your new rental agreement and new monthly price after you've completed the checkout process.

❓ Further information on upgrading can be read here.

❓ Further information on keeping your current device can be read here.

 

What happens if I don't respond to your renewal options? πŸ“

πŸ•– If you don't let us know you'd like to renew your agreement within 30 days of receiving your first renewal email, you will automatically be placed on a rolling monthly agreement at the original monthly price.

βœ… We will continue to debit your monthly payments on the original payment date until you let us know you'd like to renew via upgrading, keeping your current device on a lower monthly payment plan, or returning and ending your current agreement.

❓ Further information about rolling monthly agreements can be read here.

 

I'm interested in upgrading. How does it work? πŸ“ˆ

πŸ“© We'll send you an email with bespoke renewal options when you're eligible to renew.

πŸ‘‰ Simply click Upgrade from your renewal email or from My Account and choose your upgrade plan.

βœ… Fill in your details for the new 12-month rental agreement and complete the checkout process.

🚚 We'll send your new rental device on a Royal Mail 48 hour tracked service that should reach you within 2-3 working days.

πŸ“² When you receive your new rental device, you should back up your data on your previous device and transfer it to your new rental device.

πŸ“¦ You'll then need to return your previous rental device back to us within 14 days. You can obtain a returns label from My Account

πŸ“© You'll receive an email once your current device has been processed by our returns team and your current agreement has been cancelled.

❗ Please note: you will have 2 rental agreements running simultaneously until your current device is returned and processed (subject to our Condition Review). Please make sure you return your current device as soon as you receive your new renewal device.

❓ Further information on upgrading your device can be read here

 

I'd like to keep my current device on a lower monthly payment plan. How does it work? πŸ“±

πŸ“© We'll send you an email with bespoke renewal options when you're eligible to renew.

πŸ‘‰ Click Renew My Contract from your renewal email or from My Account.

πŸ“† Confirm your new, lower monthly payment price and confirm your details for your new 12-month rental agreement.

βœ… Once you've confirmed the details, we'll send your new rental agreement by email.

 

I don't want to renew. Can I return my device and end my agreement? πŸ€”

πŸ‘‰ Yes, you can! If you don't want to renew your agreement by upgrading or keeping your current device on a lower payment plan, you can return your device back to us.

πŸ“© We'll email you when your agreement reaches its final 14 days. If you don't want to upgrade or keep your current device, you can cancel your agreement online via My Account, or contact our customer service team and let them know you'd like to return your device and end your agreement instead.

πŸ“¦ You'll then need to return your device back to us.

❗ Before returning your device, please make sure you check the following:

βœ… Your iCloud* / Samsung** account is removed from the device.

βœ… Your SIM card is removed from the device.

βœ… Any external memory cards are removed from the device.

βœ… Your data has been removed and backed up.

❓*For further information on how to remove your iCloud account, click here.

❓**For further information on how to remove your Samsung account, click here.

πŸ‘‡ To return your old rental device, please follow the below steps:

1️⃣ Head to My Account

2️⃣ Find your rental order and click View/Track Order

3️⃣ Click Return Item

4️⃣ Select your device from the dropdown

5️⃣ Choose your return reason from the dropdown

6️⃣ Click Confirm Return

🎫 You will be emailed a Royal Mail returns label. Attach this label to your box and send it back to us via your nearest Post Office.

πŸ“„ Make sure to keep a copy of your tracking receipt so you can track the progress of your return.

 

I don't want to renew and I've returned my device to you. What happens now? πŸ“¦

πŸ“¦ Your return should reach us within 2-3 working days of the item being posted via the Post Office.

πŸ“© Once we've received your return, we'll let you know by email.

πŸ“‹ Your device will then go through a Condition Review to ensure that it falls within our fair wear and tear policy. 

βœ… If your device passes our review, we'll end your current agreement.

 

What happens if my device does not pass your Condition Review? πŸ“‹

πŸ‘‰ If your device fails our Condition Review, you may have to pay a variable cost depending on the extent of the damage.

πŸ“© The exact variable cost to be paid will be communicated to you by email.

πŸ“ Upon successful clearance of the variable cost payment, we will end your current rental agreement.

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Have more questions? Contact Us