Refund policy
Last updated: 16 October 2026
You have 30 days from delivery to send your Looped phone back for any reason. That's more than double the 14 days the law requires. Sending it back is free.
Changing your mind
- Tell us within 30 days of delivery. Email hello@getlooped.co.uk with your order number, or use the form at the bottom of this page. If you have a pre-order that hasn't shipped yet, you can cancel any time before dispatch and we'll refund you in full within 14 days.
- Remove the phone from your account. In the parent app, remove the phone, then reset it using the steps in your setup guide. This wipes your family's details from it.
- Send it back within 14 days of telling us. Pack the handset, base, cord and power adapter securely, in the original box if you still have it. Post it using the free returns label we email you, and keep your proof of postage.
- Get your refund. We'll refund the price and the standard delivery charge to your original payment method. You'll have it within 14 days of the phone reaching us, or of us receiving your proof of postage, whichever happens first.
Please feel free to set the phone up and try it at home. If it comes back damaged or with parts missing, we may reduce your refund to cover that.
If your phone is faulty
Email us and we'll arrange a free return. What you're entitled to depends on when the fault appears:
- within 30 days of delivery: a full refund, or a replacement if you'd rather have one
- within 6 months: a repair or replacement. If that doesn't fix it, a refund
- after 6 months: our 12-Month Guarantee applies, alongside your legal rights
If it arrives damaged or you get the wrong item
Please let us know within 7 days so we can sort it quickly with the courier. We'll send a replacement or refund you, and cover the cost of the return. Telling us later doesn't affect your legal rights.
The Calling Plan
You can cancel the Calling Plan at any time. If you cancel within 14 days of starting it, we'll refund you, minus a fair amount for the days you've used. If you return your phone, we'll end the plan and refund anything you've paid for time after the return. Our Terms of Service have the details.
Gifts
If someone gave you a Looped phone, you can return it within 30 days of delivery. Email us with the order number, or the buyer's name and email address. The refund goes back to whoever paid.
Recycling your phone
Please don't put your Looped phone in the household bin. When it's time to let it go, remove it from your account in the parent app and reset it using the steps in your setup guide. Then take it to your local recycling centre, which you can find at recycleyourelectricals.org.uk.
Cancellation form
You don't have to use this form, but you can copy it into an email or print it out.
To: Get Looped Phone Ltd, 167–169 Great Portland Street, 5th Floor, London W1W 5PF, hello@getlooped.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: