LoxaCoverUpdated a minute ago
This article explains what Product Protection (Loxa Cover) is, what it covers, who's eligible, and what to do if you have a question about an existing policy or want to make a claim.
What is Product Protection?
Product Protection is an optional accidental damage and mechanical breakdown cover that can be added to pergola and furniture orders at checkout for a fee. It is administered by Loxa Ltd and underwritten by Helvetia Global Solutions Ltd, UK Branch.
It is designed to sit alongside your manufacturer or retailer warranty, covering things that those warranties don’t — for example accidental damage, or a mechanical, electrical or structural fault that develops after your standard warranty has run out.
Please note: Adding Product Protection is entirely your choice. It is offered at checkout as an optional extra — we don’t recommend or upsell this cover, and whether to add it to your order is completely up to you.
What does it cover?
- Accidental damage — sudden, unexpected damage (impact, liquid, heat, weather or incorrect handling) that stops the item working as intended.
- Mechanical, electrical or structural breakdown — when the item stops working due to a fault not covered by the existing manufacturer’s or retailer’s warranty.
- Assessment costs — the cost of a qualified technician evaluating the damage or fault.
- Repair, replacement, delivery, callout and installation costs, up to the cover limit shown on the policy schedule (the original purchase price of the item).
You can make more than one claim, provided the total value stays within the cover limit shown on your policy schedule.
What isn’t covered?
- Theft, accidental loss or misplacement of the item.
- Cosmetic-only issues that don’t affect how the item works (dents, scratches, surface marks).
- Damage caused by not following manufacturer instructions, or not taking reasonable care to protect the item from the elements (unless it’s designed for outdoor use).
- Gradual wear and tear, or normal deterioration over time.
- Damage or loss that happens during delivery — this is covered separately under our standard delivery and returns process, not under Product Protection.
- Items used in business premises, short-let properties or rental accommodation.
Important: This is a summary only. The full terms, including all exclusions, are set out in the Insurance Product Information Document (IPID) and Policy Wording, available in our documents section. We’re not able to advise on individual circumstances or interpret specific policy wording for a customer — only Loxa, as the policy administrator, can confirm whether a particular situation is covered.
Who can take out this cover?
To be eligible for Product Protection, you must be:
- Aged 18 or over
- A resident of the United Kingdom
Where do I find my policy schedule or certificate?
Your policy schedule (also called your Certificate of Insurance) is issued by Loxa, not by Harbour Lifestyle, and is sent by email when you take out the cover.
Please note: If you can’t locate it or need a copy, please contact Loxa’s team directly — they hold the record of your policy and will be able to resend it.
When does cover start, and how long does it last?
Cover starts once your item has been successfully delivered (it does not cover damage during delivery itself) and runs for the period shown on your policy schedule, which Loxa sends you separately by email.
I want to make a claim, or have a question about my existing policy
Product Protection policies are administered entirely by Loxa, not by Harbour Lifestyle. If you need to:
- start or check the progress of a claim
- ask a question about your specific policy or cover limit
- cancel your policy or request a refund
- update your details on an existing policy
please contact Loxa’s team directly: