We’re confident that you’ll love our products, but for your peace of mind, we offer a 45 day money back guarantee on your purchase of Loop. So if, for whatever reason in the first 45 days from purchase you are not completely satisfied, you can send it back to us for a no-quibble full refund.


  1. This money back guarantee applies to new Loop customers only, purchasing their Loop product through our own web site loop.homes.
  2. Where a Loop product is returned in its original condition and in its original packaging to 17A Deben Mill Business Centre, Old Maltings Approach, Woodbridge IP12 1BL, within forty five (45) days of the customer placing the original order for whatever reason, the price paid for the Loop product will be refunded in full. The refund will be credited as a single payment to the customer through the method of payment used by the customer e.g. credit card, debit card or Paypal.
  3. If you wish to return, then you must inform us by emailing [email protected].
  4. On receipt of your request to return your Loop, a returns number will be issued with instructions on how to return your Loop to us. Your Loop must be returned to us at your cost in its original packaging.
    Note: We recommend you obtain a parcel tracking number or a free proof of postage. We can only issue a refund for a lost Loop if evidence can be provided on postage.
  5. Each customer is only entitled to receive one refund under this money back guarantee. Where a customer has claimed under this money back guarantee, this money back guarantee will not apply to any other Loop products purchased by the same customer at any time.
  6. This money back guarantee will not apply and will be deemed void where any claim is made after a customer has switched energy supplier through Loop.  This does not apply to 90 day free Loop trial.
  7. This money back guarantee is provided by Trust Power Ltd and is valid for purchases made from 1st October 2019. We reserve the right to withdraw, extend or amend this money back guarantee at any time without notice.
  8. This money back guarantee cannot be transferred to any other person.
  9. This money back guarantee is not available in conjunction with any other promotion and is not valid for any purchase made after a 45 day free trial.
  10. Your use of the Standard Loop Energy Saving Assistant and Service are at all times subject to this Agreement as well as the Terms of Use and Sale as well as all applicable laws. If you do not agree to these Terms and Conditions, you must stop using your Loop immediately.
  11. Nothing in the 45 day money back guarantee affects your statutory rights.
  12. Customers on the 90 day free Loop trial can also return their devices at the end of the trial to cancel their account and remove their obligation for further payment.  This is subject to their Loop product being received back in satisfactory condition. Full payment will be required in the event of defects in the Products arising from:
    • wilful damage, abnormal storage or working conditions, accident or negligence by you or by any third party after the Products have been delivered to you;
    • you failing to operate, use or store the Products in accordance with our instructions; or
    • any alteration or repair by you or by a third party who is not one of our authorised repairers.

October 2019