Terms & Conditions · v3-2026-08-11

Loota Terms & Conditions

These terms cover everything you can do with Loota: buying an item from us, selling your item to us, and using Loota credit. Please read them — they form a contract between you and us. Nothing here takes away your legal rights as a consumer.

Part A — About us and these terms

A1. Who we are

Loota is a trading name of TwinPine Digital, the sole trader business of Christian Kilvington, trading from ADDRESS TO CONFIRM, United Kingdom. In these terms "Loota", "we", "us" and "our" mean that business, and "you" means the person buying from or selling to us.

You can contact us at any time by email at [email protected]. We will normally reply within two working days. Any notice we give you will be sent to the email address on your account or order.

We are not currently registered for VAT, so no VAT is charged on, or reclaimable from, our prices. All prices are shown in pounds sterling (GBP) and include any applicable taxes.

A2. These terms

These terms apply to every order, trade-in and use of your Loota account. By placing an order, accepting a trade-in offer, or creating an account, you accept them. The version that applies to a transaction is the version published when you placed that order or accepted that offer — recorded as v3-2026-08-11 at the time of publication.

These terms are written for consumers — people buying or selling for personal use rather than for a business. If you are buying in the course of a business, tell us before ordering: some of the rights below (particularly the cancellation rights in B5) apply only to consumers, and different terms may apply.

You must be 18 or over to buy from us, sell to us, or hold a Loota account.

A3. Language and record

These terms and our contract with you are in English. We keep a record of your orders and trade-ins in your account; please also keep your confirmation emails.

Part B — Buying an item from Loota

B1. Most of what we sell is second-hand

Unless an item is clearly described as new, everything we sell is used, pre-owned or refurbished. We describe each item's condition honestly using our condition grades, and the price reflects that condition. Photographs are illustrative; small cosmetic marks consistent with the stated grade are normal and are not a fault.

Most of our items are individual, one-off units — when one sells, it is gone. Accessories, boxes and original packaging are not included unless the listing says so.

B2. How a contract is formed

Adding an item to your basket does not reserve it. When you place an order we take payment and send you an order confirmation. A binding contract is formed when we send you that confirmation.

Occasionally we may be unable to accept an order — for example if the item has just sold on another channel, was priced or described in error, or we are unable to verify your payment or delivery details. If so we will tell you and refund you in full; we will not have any further liability to you.

B3. Prices and payment

The price is the price shown at checkout, plus any delivery charge, which is shown before you pay. Payment is taken securely by Stripe; we never see or store your full card details. You may also pay in whole or part with Loota credit (see Part D).

If we discover a genuine pricing error before dispatch, we will contact you and you can confirm the order at the correct price or cancel it for a full refund.

B4. Delivery

We dispatch within 1–2 working days of your order being confirmed, normally by Royal Mail Tracked 48 to addresses in the United Kingdom. Delivery timescales are estimates, not guarantees.

Unless we agree otherwise, we will deliver within 30 days of the contract being formed. If we miss that, you may give us a further reasonable period and, if we still fail to deliver, cancel the order and receive a full refund.

Goods are at our risk until they are delivered to the address you gave us. They become your responsibility from delivery, and you own them once we have received payment in full.

If nobody is available and the item is returned to us undelivered, we will contact you. If we cannot arrange redelivery we may cancel and refund the item price; a further delivery charge may apply to re-send.

B5. Your right to change your mind (14-day cancellation)

Because you are buying at a distance, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order and receive a refund, for any reason and without giving one.

• You have 14 days from the day you (or someone you nominate) receive the goods to tell us you are cancelling.
• Tell us by emailing [email protected] — a clear statement is enough. You may use the model cancellation form in the Regulations, but you do not have to.
• You then have a further 14 days from telling us to send the goods back.
• We will refund you within 14 days of receiving the goods back (or of your evidence that you have sent them, whichever is sooner), using the same payment method you used.

Your refund includes the standard outbound delivery cost. If you chose a more expensive delivery option, we refund the standard cost only. You pay the cost of returning the goods to us — please use a tracked service and keep proof of postage, as we cannot refund what does not arrive.

You may handle the item as you would in a shop. If you handle it beyond what is necessary to check its nature, characteristics and functioning, and its value is reduced as a result, we may deduct that reduction from your refund.

Return address: RETURNS ADDRESS TO CONFIRM, United Kingdom. Please include your order number.

B6. If something is wrong with your item

Under the Consumer Rights Act 2015, the goods we supply must be as described, of satisfactory quality and fit for purpose. For second-hand goods, satisfactory quality takes account of the item's age, the condition grade described and the price paid — but it does not excuse an undisclosed fault.

• Within 30 days of delivery: if the item is faulty or not as described, you have the short-term right to reject it for a full refund.
• After 30 days and within 6 months: you can ask for a repair or replacement. If that fails, or is not possible, you can claim a refund or a price reduction. In this period it is for us to show the fault was not present at delivery.
• Up to 6 years (5 in Scotland): you may still have a claim if the item was not of satisfactory quality when supplied, though after 6 months it is for you to show that.

Where you are returning a faulty or misdescribed item, we pay the return postage — contact us first and we will arrange or reimburse it. These rights are in addition to, and unaffected by, the 14-day cancellation right in B5.

B7. Our 6-month guarantee

On top of your legal rights, we give a 6-month guarantee from delivery on the working order of items bought on loota.co.uk or from our eBay store. Items sold through Vinted are covered by your statutory rights and Vinted buyer protection, not by this guarantee. If an item stops working properly through no fault of your own within that period, we will repair it, replace it with an equivalent item, or refund you, at our option, having discussed it with you.

The guarantee does not cover: accidental damage, liquid damage, misuse, unauthorised repair or modification, normal wear and tear, cosmetic marks consistent with the stated grade, consumable parts, or the normal degradation of a used battery. It does not affect your statutory rights under B5 and B6.

B8. Back up your data

Please back up your data before returning any device. We erase devices that come back to us, and we cannot recover data from a returned device.

Part C — Selling your item to Loota

C1. The offer is an estimate

The price we quote for your item is an estimate based on the details you give us — model, specification and condition. It is not final until we have received and inspected the item. By accepting an offer you confirm the information you gave is accurate and honest.

C2. Ownership — you must have the right to sell

By accepting an offer you confirm that you are the legal owner of the item (or are authorised by the owner to sell it), that it is not subject to finance, lease or contract, and that it is not lost, stolen or blacklisted.

C3. Accepting an offer

When you accept an offer and send us the item, you enter a binding agreement with us on these terms. Where we provide prepaid tracked postage or packaging, we do so at our cost on the basis that your description is accurate.

C4. Sending your item

Please send the item using the method, label and packaging we provide, within 14 days of accepting the offer. Package it securely. While in transit to us the item remains yours and at your risk, so please keep your proof of postage. Remove any SIM or memory card first.

C5. Wiping your data and account locks

Before sending, back up and remove all your data and sign out of any accounts — for example iCloud / Find My, Google or Microsoft. We cannot accept a device still locked to an account, because it cannot be reset or resold. We securely erase devices on receipt, but removing your data and account locks first is your responsibility, and we are not liable for data left on a device you send us.

C6. Inspection, and revised offers

On arrival we inspect and test the item. If it matches your description, we pay the quoted amount by your chosen payout method, normally within 2 working days of inspection. Where your quote was backed by clear photos and the item matches those photos on arrival, we honour the quoted amount.

If it does not match: a different model or specification, an undisclosed fault, damage, or a lock or blacklist we could not see, we will email you a revised offer. You may accept it, or decline it and have the item returned. You have 7 days from our revised-offer email to respond, and we will send a reminder before taking any further step.

C7. Payment to you

We pay either by bank transfer to the account you give us, or as Loota credit if you choose that option (see Part D — credit is usually worth more than the cash amount). It is your responsibility to give correct account details; we are not liable for payments delayed or lost because the details given were wrong. We use your bank details only to pay you, and delete them after payment and any dispute period.

C8. Returns and return postage

If you decline a revised offer we will return your item. Because the original postage and any packaging were provided on the basis of an accurate description, return postage of £4.99 is payable by you, in advance, before we ship the item back. This reflects our genuine cost of return and is not a penalty. We will confirm the exact amount and how to pay it.

C9. Uncollected items

If you do not pay the return postage or respond to our revised offer within 14 days of our written notice, we will send a final notice giving you at least a further 14 days. If we still receive no payment or response, we may sell the item to recover our reasonable costs under the Torts (Interference with Goods) Act 1977, accounting to you for any surplus. We would much rather return your item — this applies only if it becomes genuinely uncollected.

C10. Ownership and risk of items sold to us

The item remains yours, and at your risk, while in transit to us. Once it reaches us we hold it on your behalf. Ownership passes to Loota once we have paid you the agreed, or revised-and-accepted, amount.

C11. Changing your mind

You may cancel at any time before you send your item, at no cost — simply do not send it, or tell us. If you have sent an item but we have not yet paid, contact us and we will arrange its return (return postage may apply as in C8). Once we have received and paid for an item, the sale is complete.

C12. Items we cannot buy

We cannot buy items that will not power on (we cannot verify them), that are locked to an account, that are reported lost or stolen or are blacklisted, or that you do not legally own or have the right to sell.

C13. Stolen or blacklisted goods, and IMEI checks

We may check an item's IMEI or serial number against industry stolen and blacklist databases before paying. If an item is reported lost, stolen or blacklisted we will not pay for it, and we may be required to retain it and to report and cooperate with the police, the network operator or Royal Mail. Attempting to sell stolen goods is a criminal offence. We may also refuse or reverse a trade-in where we reasonably suspect fraud.

Part D — Loota credit

D1. What Loota credit is

Loota credit is a balance held on your Loota account that can be used to pay for items on loota.co.uk. It is issued when you choose credit as your trade-in payout, when we refund an order to credit, or when we grant it as a goodwill gesture or promotion.

Loota credit is not electronic money and not a bank deposit. It is a right to set its value against future purchases from us. It carries no interest and is not protected by the Financial Services Compensation Scheme.

D2. Choosing credit instead of cash for a trade-in

Where we offer a higher value in credit than in cash, that uplift is part of the offer you accept. If you choose credit, the credit amount shown is what is added to your account once we have inspected and accepted your item. Choosing credit is a choice you make at that point and cannot later be converted to cash.

D3. Using credit

Credit is applied at checkout against the order total, including delivery. If your credit does not cover the whole order, you pay the balance by card. If it covers the whole order, no card payment is taken.

Credit is personal to your account and non-transferable. It cannot be sold, exchanged, or transferred to another person or account, and it cannot be exchanged for cash.

D4. Refunds where credit was used

If you cancel or return an order that you paid for wholly or partly with credit, we refund the credit portion back to your account as credit, and any card portion back to your card. This preserves the value you had.

D5. Expiry

Unused credit expires 24 months from the date it is added to your account. We will email you before any credit is due to expire, so you have a fair chance to use it. Credit issued as a refund of money you paid us does not expire.

D6. Errors, misuse and closing your account

We may adjust or withdraw credit that was issued in error, obtained through fraud or misuse, or connected to a trade-in that turns out to involve an item you were not entitled to sell. Where we do this we will explain why.

If you close your account, or we close it under F6, any remaining credit is lost — except credit representing a refund of money you actually paid us, which we will return to you.

Part E — Your account and use of the site

E1. Your account

You are responsible for keeping your account details and password secure, and for activity under your account. Tell us promptly at [email protected] if you think someone else has accessed it. Please keep your contact and delivery details accurate and up to date.

E2. Acceptable use

Please use our site lawfully and reasonably. You must not attempt to gain unauthorised access to our systems or another user's account, scrape or copy our catalogue systematically, interfere with the site's operation, submit false or fraudulent information or trade-ins, or use the site to handle stolen goods.

E3. Our content

The Loota name, logo, site design and content are owned by us or our licensors and are protected by intellectual property law. You may use them only as needed to use the site as a customer. Product names and brands belong to their respective owners; we are not affiliated with or endorsed by them, and referring to a brand simply identifies the item being bought or sold.

E4. Availability

We aim to keep the site available but we do not guarantee uninterrupted access, and we may suspend it for maintenance or changes.

Part F — Liability, data and general terms

F1. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious it will happen, or if both of us knew it might when the contract was made.

We do not limit our liability in any way where the law does not allow us to — including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to goods under the Consumer Rights Act 2015, or under section 2(3) of the Consumer Protection Act 1987.

Subject to that, we are not responsible for: data you left on a device you sent us or returned to us; loss or damage while an item you are selling is in transit to us; or any business losses — we supply goods for domestic and private use, and if you use them for any commercial purpose we have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.

Where we are liable, our total liability for any one order or trade-in is limited to the greater of the price of that order or the agreed value of that trade-in, except where the law does not allow such a limit.

F2. Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control — for example postal or carrier disruption, severe weather, fire, flood, power or network failure, or acts of government. We will tell you as soon as we can and take reasonable steps to limit the effect. If the delay is substantial you may cancel and receive a refund for anything paid for and not received.

F3. Your personal data

We process your personal data — including your contact details, order and trade-in history, and encrypted bank details used only to pay you — in line with UK data protection law and our Privacy Policy. Bank details are deleted after payment and any dispute window, and trade-in submission photos are deleted once your case is closed.

F4. Complaints and disputes

If something has gone wrong, please email [email protected] and we will try to put it right. We aim to acknowledge complaints within two working days and resolve them within 14 days.

We are not currently a member of an alternative dispute resolution (ADR) scheme, but if we cannot resolve a complaint between us we will consider in good faith any reasonable proposal to use an independent ADR provider. This does not affect your right to take a claim to court.

F5. Changes to these terms

We may update these terms — for example to reflect changes in the law or in how our service works. The version that applies to your order or trade-in is the one published when you placed it, and changes never affect a contract already made. We will publish the current version here with its version number and date.

F6. Ending the relationship

You can close your Loota account at any time by contacting us. We may suspend or close an account, or refuse to deal with someone, where there has been fraud, an attempt to sell goods that are not the seller's to sell, abuse of our staff, or a serious or repeated breach of these terms. Doing so does not affect orders or trade-ins already agreed, which we will complete or refund.

F7. General

If any part of these terms is found to be unlawful or unenforceable, the rest continues to apply. If we delay enforcing a term, we can still enforce it later. You may not transfer your rights under these terms without our agreement; we may transfer ours — for example if the business is sold — and will tell you if we do, and your rights will not be affected.

A person who is not a party to these terms has no right to enforce them.

F8. Governing law

These terms and any contract under them are governed by the law of England & Wales. You can bring legal proceedings in the courts of England & Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country's courts.

Loota — a trading name of TwinPine Digital, the sole trader business of Christian Kilvington · ADDRESS TO CONFIRM, United Kingdom · [email protected] · Version v3-2026-08-11.