;

Loop FAQ

How do I get my deposit back?

Loop containers can be purchased from any participating UK outlet (currently certain Tesco stores and certain McDonald’s restaurants) and returned to the Loop return point within those locations.

To allow for Loop containers to be returned to either participating Tesco stores or McDonald’s restaurants, you'll need to download the Loop deposit app​ first. You’ll then need to use it to scan in your containers before returning them to a Loop return point, located within participating outlets.

If returned to a Loop return point located within a participating Tesco store, it'll take up to 6 working days for your deposit to be refunded back to your Loop account. These timeframes may vary if returned to a non-Tesco outlet.

If you need any help downloading the Loop deposit app, please call Loop Customer Service free on 0800 270 0015 or email hello@loopmobileapp.com​

For further help with Loop products purchased from Tesco, please visit the Tesco Customer Service Desk.

​What can I return in a Loop bag?

All Loop products can be returned in a Loop bag, which can contain up to 10 products (depending on size of the container). You can also return all non-reusable elements, such as bottle caps or tamper seals, for recycling.

Do I have to use a Loop bag to return the containers?

When you buy your Loop products at a store, you have the option of buying a Loop bag so you can return your empty containers.

We suggest using a Loop bag if you’re planning to return several Loop products at the same time. This way you can simply scan the QR code on the bag, and not scan all the products individually. A Loop bag can contain up to 10 products.​

If you don’t want to buy a Loop bag, you can return the containers individually by scanning the QR code on a Loop product sticker, then place them inside the lid at the Loop return point.

Where can I find a Loop bag?​

Loop bags are available at all participating Tesco stores.​

How quickly do I get my deposit back?​

It can take up to 6 working days for Loop to receive and process your empty containers returned to a Loop return point at Tesco stores. Funds will then be refunded and deposited back into your Loop account. Monies can then be transferred from the Loop account back into your bank.​

How will I know that my return is in the system and being processed?​

When you scan a container, you’ll see it appear in your Loop deposit app as “pending”.​ It takes up to 6 working days for Loop to receive and register your containers, which have been returned to Loop return point at Tesco stores.​

Once processed, you’ll see your deposit credited on your Loop account.

If you don’t see your deposits after 10 days, please contact Loop Customer Services free on 0800 270 0015 or email hello@loopmobileapp.com​

What if Tesco ends the trial and I still have a loop container?

Don’t worry, you’ll be provided with plenty of notice and given time to return your Loop container so you can reclaim your deposit.

Can I return the containers out-of-hours?​

Loop return points are located inside participating Tesco stores, so you’ll need to return the containers during opening hours.

How long do I have to return my containers?​​

There’s no time limit for using and returning your Loop containers. However, we encourage you to return them after use so that we can clean and integrate them back into the Loop system.

If I give the Loop container to somebody, who gets the deposit back?​

The person that scans the container using the Loop deposit app will receive the deposit back into their Loop account, regardless of who made the purchase.​​

What if the Loop return points are not working/full/or something is wrong, and I can’t return my containers?​

If the Loop return points aren’t working for whatever reason, you can return Loop containers to the Tesco Customer Service desk.​

Alternatively, you can take any used Loop containers to another participating Tesco store or McDonald’s restaurant. Go to the "Map" section in your Loop deposit app to find the full list of outlets.​

Can I return the container to a different shop I bought it from?​ ​

Yes, you can return it at any participating Loop outlet.​

Go to the "Map" section in your Loop deposit app to find the full list of outlets near you.

How do I know what deposit value links to each container, as well as keep track of my deposits?​

This information (including the value of containers purchased at non-Tesco outlets) will be available to you via the Loop deposit app, once your empty containers have been collected from the Loop return points and counted at the Loop warehouse.​​

Click to see all product prices and container deposits. Alternatively, deposit prices will be shown at the Loop fixture.​

You can also find out the deposit value of a container by scanning the EAN barcode (not QR code) with the Loop deposit app.​​

Can I include Loop containers on my Clubcard Plus big shop?​

Sorry, but this is not currently available.

I’ve opened the container at home and there’s something wrong with the product, what do I do?​

Please report this issue to Tesco Customer Services.

What if I get home and the container is already damaged?​​

Don’t worry, just return the unused damaged container purchased from Tesco to the store you bought it from, and they’ll give you a full refund. If you choose to use it, just return the container to the Loop return point afterwards, then contact Loop Customer Service free on 0800 270 0015 or email hello@loopmobileapp.com​ to report the issue.

Who’s responsible for my data?​

Your use of the Loop app and any data you share with Loop will be according to the Loop app terms. Loop will be responsible for your data and it will not be shared with Tesco.

The bag costs £2, will I get this refunded?

Yes, the Loop bag will be refunded in the same way as your container deposits.​

How many Loop products can I buy at one time?​

There’s no limit, you can buy as many Loop products as you wish.​​

Is Loop available online?​

Loop products aren’t currently available online, but we’re working on making this service available to our customers. Please check with your local store for more updates.

What stores offer Loop products?​

For a full list of all participating Loop outlets, please go to the "Return points" section in your Loop deposit app.

I’ve accidentally bought a Loop product, what do I do?​

Please return your Loop product to the store you bought it from for a full refund.

I don’t live locally, so how do I return the container I’ve bought?​

Loop is available in several Tesco stores and McDonald’s across the UK. You can return your empty containers to any participating stores/restaurants.

Go to the "Map" section in your Loop deposit app to find the list​.​

I’ve lost/broken the Loop container, what do I do?​

Please report the issue to Loop Customer Service team free on 0800 270 0015 or email hello@loopmobileapp.com​

What if I damage the container?​

If the container is returnable, put it in the return point and contact Loop’s Customer Service at hello@loopmobileapp.com​ to report the issue.

If the container isn’t returnable (for instance, a broken glass bottle), take a picture and send it to Loop Customer Services. Then, please put it in your recycling bin and contact Loop Customer Services at hello@loopmobileapp.com​ to report the issue.

I want to buy the Loop product, but I don’t want to download the Loop deposit app/can’t download the app. What do I do?​​

We want to provide you with the best customer experience, that’s why it makes sense to download the Loop deposit app. This allows you to track any containers and deposits. For help downloading the Loop deposit app, please call Loop Customer Services free on 0800 270 0015 or email hello@loopmobileapp.com

If you’ve purchased a Loop product from a participating Tesco store and have trouble downloading the Loop deposit app, or are unable to do so, please visit the Tesco Customer Service Desk – they’ll be more than happy to help. Remember, we’re only able to help with products purchased from Tesco.​​

Do I have to clean the container before returning it?​

The Loop cycle is intended to be as easy as purchasing items from the rest of the store. However, we encourage customers to rinse their containers before returning to store.

What if I want to keep the container?​

It’s best to return all empty containers so that they can be properly cleaned, refilled with new products, and be included within our sustainable “Loop”.​

If used/empty products are not returned, Loop won’t be able to return your deposit for those containers.​​

What if the Loop deposit app isn’t working for me to scan the containers in?​

So that we know which containers you’re returning, we ask that you scan the products via the Loop return point. If you’re having issues, please call Loop Customer Services free on 0800 270 0015, or for Loop products purchased from participating Tesco stores, please visit the Tesco Customer Service Desk.

How does the deposit system work?​

Each Loop container and bag requires a deposit fee when purchased, which you pay in addition to the product price at the checkout.​

As soon as you return a container or bag to a Loop return point and scan the QR code, its associated deposit will be registered on your account as “pending”. Once Loop has processed your returns (typically within 3-6 days), the deposit will be added to your account balance. You can then immediately withdraw it.​​

Why do I have to pay a deposit for the product?​​

A deposit fee is associated with each Loop product to cover the cost of these containers should they not be returned. We ask that our customers do return the containers, not only so that the deposit can be returned, but also so that the container stays in the Loop system and can be reused again and again.

Is there a risk of breakage when I drop off my containers at a return point?​

Each Loop return point is designed with an anti-breakage system to safely hold your empty containers until they’re collected. However, in order to ensure maximum protection, we recommend using a Loop bag when possible.​

How can I withdraw the deposit balance of my returned containers?​​

Requests for deposit withdrawals are quick and easy, and can be made directly in the Loop deposit app by completing the following steps:​​

  • Go to the Loop deposit app and select "Balance"​
  • Click on "Withdraw money" and indicate the amount you wish to be refunded.​
  • If you’re withdrawing your deposit balance for the first time, you’ll need to set up your details. You can then choose between a transfer to your bank account or your PayPal account.​
  • Finally, click on "Validate". That's it!​

The corresponding amount will be transferred to the bank or PayPal account you’ve chosen within 24 hours.​​

Can I use my deposit balance on the Loop deposit app to pay for new deposits at the checkout?​

As the Loop deposit app is not a means of payment, you can’t use the credit available on your app to pay for new deposits. All new deposits must be paid via card or cash at the time of each checkout. You can request a withdrawal of your returned deposits at any time via the Loop deposit app.​

How do I scan my QR code?​

In the home screen of your Loop deposit app, click on "Scan". Then just follow the instructions, making sure your camera is turned on and pointing at the QR code on a Loop bag/sticker.

I forgot to scan the QR code on my Loop bag, product or sticker before returning it to the collection point

Don’t worry, to make sure your returns are validated and connected to your account, just contact the Loop Customer Service ​team at hello@loopmobileapp.com​ or by freephone on 0800 270 0015 with the following information:

  • Your name and email address​
  • The date you returned the container(s)​
  • The return in question (is it a bag or an individual container?)
  • A full list of all the containers returned
  • The name/address of the shop/restaurant where you made your return.​

Remember, Loop’s Customer Service hours are Monday–Thursday from 8am–5.30pm and Friday 8am–12.30pm.

All requests outside of these hours, including weekends, will be answered within 2 working days.​

My product has a tamper seal. What should I do with this?

The Loop team is always working to perfect the service. However, some Loop products will include a minimal amount of packaging waste. Rest assured, all non-reusable elements, such as tamper seals, can be sent back for recycling – no matter how small. You can be sure that any Loop materials returned in the Loop bag will be handled responsibly, using the expertise of Loop’s parent company TerraCycle®.

The Loop deposit app does not work​. What should I do?

If you’ve any problems with the Loop deposit app, the Customer Service team will be happy to help. You can reach Loop by email at hello@loopmobileapp.com​ or by freephone on 0800 270 0015.​

Remember, Loop’s Customer Service hours are Monday–Thursday from 8am–5.30pm and Friday 8am–12.30pm.​

All requests outside of these hours, including weekends, will be answered within 2 working days.