Loxa Product Protection Plans
Customer Help & Frequently Asked Questions
Loxa Product Protection can provide additional cover for eligible tools against accidental damage, theft, and mechanical or electrical breakdown.
This page provides a summary of the protection available. Cover is subject to the applicable Product Protection Policy Wording, Insurance Product Information Document (IPID), policy schedule, exclusions, limits and conditions.
Why add Loxa Protection?
Loxa Protection goes beyond the cover normally provided by a standard manufacturer’s warranty.
Depending on the plan selected, your tool may be covered if it:
- Is accidentally dropped or damaged while being used
- Suffers heat, liquid or impact damage
- Is stolen
- Develops a mechanical or electrical fault after the manufacturer’s warranty has expired
If your claim is accepted, your tool may be repaired or replaced, helping to prevent you from being left out of pocket.
Loxa provides a straightforward claims process designed to make arranging repairs or replacements as simple and stress-free as possible.
Frequently Asked Questions
Who is Loxa?
Loxa is your retailer’s product protection partner. Loxa specialises in product protection and extended warranty solutions and manages policy administration and claims handling through its specialist claims and repair network.
What do I get with Loxa Protection?
Depending on the product and the plan selected, Loxa Protection may cover:
- Theft of the insured item – a police report or crime reference number will be required
- Accidental damage – including eligible liquid spills, heat damage and impact damage
- Mechanical or electrical breakdown – where the fault is not covered by the manufacturer’s warranty
Depending on the product and circumstances, repairs may be carried out at your premises, arranged by post or completed through a designated drop-off point.
If the cost of repairing the item exceeds its replacement value, the item may be replaced. Where replacement is not possible, a voucher, store credit or another settlement may be offered in accordance with the policy terms.
Loxa Product Protection does not cover cosmetic-only damage that does not affect the operation of the item, normal wear and tear, or faults that are already covered by the manufacturer’s warranty.
For full details, please read the Product Protection Policy Wording and IPID provided before purchase.
What is not covered?
Important exclusions include:
- Accidental loss or misplacement
- Theft without a police report or crime reference number
- Cosmetic-only damage that does not affect how the item works
- Normal wear and tear or gradual deterioration
- Pre-existing faults or damage
- Damage caused by failing to follow the manufacturer’s instructions
- Faults or issues covered by the manufacturer’s warranty
- Flooding or repeated exposure to liquid
- Claims made by residents of the Channel Islands or the Isle of Man
This is not a complete list of exclusions. Please refer to the full Policy Wording for all exclusions, conditions and limitations.
Where am I covered?
Cover applies within the United Kingdom, including Northern Ireland.
You are also covered while travelling abroad for trips lasting up to 180 days, subject to the policy terms.
Residents of the Channel Islands, the Isle of Man and the Republic of Ireland are not eligible for cover under this policy.
How do I purchase Loxa Protection?
Loxa Protection can be added from the product page when purchasing an eligible product.
A separate protection plan must be purchased for each individual product. This also applies when purchasing multiple quantities of the same model.
When does my cover start and how long does it last?
Your cover starts on the date shown on your protection plan certificate. The duration of your cover will be confirmed in the policy schedule issued after purchase.
Damage occurring during delivery, or other delivery-related problems, must be handled through the retailer’s delivery and returns process. These issues are not covered by the protection plan.
Where can I find my policy documents?
Your policy certificate, Policy Wording and other relevant documents will be sent to you by email after purchase.
You can also access your documents through the Loxa customer portal:
Access the Loxa customer portal
Please check your spam or junk folder if you cannot find your confirmation email.
How can I cancel or change my Loxa Protection?
You can cancel your protection within the first 30 days and receive a full refund, provided that no claim has been made.
After the first 30 days, you may still cancel the policy. A pro-rata refund may be provided for the unused portion of the cover, provided that no claim has been made and subject to the policy terms.
To cancel your policy or update your details, use the Loxa customer portal link included in your confirmation email or follow the instructions provided in your policy documents.
What happens if I return my product?
If you return your product within the retailer’s applicable returns period, you can also request cancellation and a refund of the associated protection plan, subject to the policy terms.
The protection plan will not necessarily be cancelled automatically when the product is returned, so please ensure that you also request cancellation of the protection plan.
How do I make a claim?
You can start a claim online at:
You can also use the claims link provided in your policy confirmation email.
The online claim form will guide you through the required information. You should keep your purchase receipt and any supporting photographs, documents or other evidence available.
For theft claims, you will need to provide a police report or crime reference number.
Once your claim has been reviewed, the claims team will explain the next steps. Depending on the circumstances and policy terms, the outcome may include:
- Repair
- Replacement
- Store credit or a voucher
- A monetary settlement
Claims must be reported within 30 days of the incident.
I purchased several products. How do I know which plan applies?
Each protection plan is linked to a specific product. Your policy schedule will show the details of the covered item, allowing you to match each protection plan to the correct product.
How does Loxa calculate the price?
The cost of Loxa Protection is calculated using several factors, including the price of the insured item and the anticipated cost of claims.
Prices are reviewed and updated regularly. This means that the price of protection may change between visits. Where the price has increased, it may not be possible to offer the previous price.
How do I get support?
For assistance, use the contact information included in your Loxa confirmation email and policy documents.
Loxa customer support can assist with:
- Questions about your policy
- Updating your contact or policy details
- General enquiries about your protection
- Guidance on starting or progressing a claim
Is there a limit on how many claims I can make?
You can make multiple claims up to the overall cover limit shown in your policy schedule.
Your policy will end when the first of the following occurs:
- You receive three repairs during any 12-month period
- You receive a successful full replacement of the insured item
- The total cover limit or sum insured has been exhausted
- The scheduled policy period ends
A successful full replacement ends the policy because the sum insured has been exhausted.
Can I transfer my Loxa Protection to someone else?
If you sell or give the insured item to someone else, you can request that the protection plan is transferred to the new owner by contacting Loxa at info@loxacover.com.
If the policy was purchased on behalf of another person, it should be transferred to the end user as soon as possible and ideally within 30 days of the policy start date. This ensures that the end user can access the policy documents, cover information and claims support.
Who can take out a Loxa Protection Plan?
To be eligible, you must:
- Be at least 18 years old
- Be a resident of the United Kingdom
- Purchase an eligible product and protection plan
Cover is available to both personal and business customers.
Cover does not apply to items kept permanently in short-let properties, accommodation rented to third parties, or properties subject to subletting arrangements.
Important Disclaimer and Regulatory Information
By purchasing Loxa Protection, you confirm that you have read and agreed to the policy terms and the Insurance Product Information Document provided during the purchase process.
This insurance is administered by Loxa Ltd and underwritten by Helvetia Global Solutions Ltd, UK Branch. Full information about the administrator, insurer and applicable regulatory arrangements is provided in your policy documentation.
The information on this page is a general summary only. It does not replace or amend the Product Protection Policy Wording, IPID, policy schedule or certificate. In the event of any difference, the terms contained in the formal policy documents will apply.
