Doulton Loyalty Points Terms & Conditions
Doulton Rewards Programme – Terms & Conditions
1.0 Introduction
These Terms and Conditions (“Terms”) apply to the Doulton Rewards Programme (the “Programme”), operated by Doulton Water Filters Limited, a company registered in England and Wales with its registered office at Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire, ST5 9BT (“Doulton”, “we”, “us”, “our”).
By joining or participating in the Programme, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not register for or participate in the Programme.
The Programme is operated using a third-party post-purchase engagement platform (“the Platform”). Your use of the Platform is also subject to the Platform provider’s own terms of service and privacy policy, accessible through the Programme interface. In the event of any conflict between these Terms and the Platform provider’s terms, these Terms shall prevail in relation to the Programme.
2.0 Definitions
In these Terms, the following definitions apply:
- “Account” means your personal rewards programme account, created upon enrolment.
- “Engagement Mission” means a specific action or activity (such as subscribing to our newsletter, adding your birthday, providing your phone number, or other activities we make available) that earns Points when completed.
- “Member” means a registered participant in the Programme.
- “Points” means the loyalty credits earned through Qualifying Purchases and Engagement Missions, redeemable for Rewards in accordance with Section 6.
- “Qualifying Purchase” means a completed consumer (B2C) purchase made via doulton.com or other sales channels designated by us from time to time, that is eligible for Points under the Programme rules.
- “Referral Reward” means the discount benefit issued to both the referring Member and the referred individual under the Refer a Friend scheme described in Section 5.
- “Reward” means any benefit, discount code, voucher, free product, or other offer available for redemption using Points.
- “Tier” or “VIP Tier” means a membership level within the Programme, determined by cumulative qualifying activity, that may provide access to enhanced benefits.
- “User-Generated Content” or “UGC” means any photographs, videos, reviews, testimonials, or other content created by you and submitted through the Programme.
3.0 Eligibility & Enrolment
3.1 Eligibility
The Programme is open to individuals aged 18 or over who are resident in the United Kingdom, the European Union, or any other territory in which we operate the Programme from time to time. The Programme is intended for personal consumer (B2C) use only. Trade accounts, resellers, wholesale customers, and distributor accounts are not eligible unless we expressly state otherwise in writing.
3.2 How to Enrol
Membership is free. You may enrol in the Programme by:
- Creating an account through the Programme page on doulton.com or our account area.
- Following a registration link provided in post-purchase communications, marketing emails, or on-pack materials.
- Accepting an enrolment prompt at checkout or on a post-purchase page on doulton.com.
- Joining through a referral page or any other approved channel we make available.
You must provide a valid email address to enrol. You may also be asked to provide additional information such as your name, date of birth, phone number, and product preferences. You are responsible for ensuring that your details are accurate and kept up to date.
3.3 One Account Per Person
Each individual may hold only one Account. We reserve the right to refuse, merge, or close duplicate accounts without prior notice, and to forfeit Points obtained through duplicate registrations.
4.0 Earning Points
4.1 Points for Purchases
You earn Points on Qualifying Purchases at a rate of 1 Point per £1 spent on the final product value paid. Points are calculated on the product value only, after any discounts have been applied. The following are excluded from Points calculation:
- Shipping and delivery charges.
Points are typically credited to your Account up to 14 days after purchase, subject to order verification. If an order is subsequently refunded, cancelled or subject to a chargeback, the associated points will be removed from your account.
4.2 Engagement Missions
You may also earn Points by completing Engagement Missions. At launch, the following missions are available:
|
Mission |
Points Earned |
|
Make a purchase |
1 Point per £1 spent |
|
Create your account |
10 Points |
|
Take a photo |
30 Points |
|
Make a video |
50 Points |
|
Follow our Instagram account |
10 Points |
We may add, remove, or modify Engagement Missions and the Points awarded for each at any time. Changes will be communicated through the Programme interface and/or our website. Points values are subject to change from time to time.
4.3 Non-Qualifying Transactions
In addition to the exclusions in Section 4.1, the following do not earn Points:
- Purchases made before your enrolment date (Points are not applied retrospectively unless we offer a specific backdating facility).
- Purchases using a discount code or voucher that is expressly excluded from the Programme.
- Purchases made through unauthorised third-party sellers or marketplaces, unless specifically designated by us.
- Trade, reseller, wholesale, or distributor purchases.
- Products, bundles, or promotions specifically marked as excluded.
- Fraudulent or suspicious transactions.
4.4 Bonus and Promotional Points
We may from time to time offer bonus Points, multiplier promotions, or other accelerators. These will be subject to additional terms communicated at the time and may be limited by duration, product, customer segment, or campaign.
5.0 Refer a Friend
5.1 How it Works
As a Member, you may refer friends and family to Doulton Water Filters using your unique referral link, which may be shared via URL or email as enabled within the Programme. The referral scheme works as follows:
- Your friend receives £20 off their first purchase, subject to a minimum spend of £80.
- Once your friend completes their purchase, you receive £20 off your next purchase, subject to a minimum spend of £40.
- Your Referral Reward will only become available once the referred friend has completed their Qualifying Purchase.
5.2 Referral Restrictions
- Referral Rewards cannot be combined with any other discount codes, promotional offers, or Programme Rewards.
- Referral Rewards cannot be applied retrospectively if the referral link was not used at the time of purchase.
- You may refer as many friends as you like. A Referral Reward will be issued for each successful referral.
- Self-referrals are not permitted (including using alternative email addresses) and may result in Referral Rewards being cancelled.
- Referral Rewards do not currently carry an expiry date, but we reserve the right to introduce expiry periods on reasonable notice.
5.3 Anti-Fraud
Referral rewards are limited to genuine personal recommendations. We reserve the right to withhold, reverse, or cancel Referral Rewards where we reasonably suspect fraud, abuse, or ineligible activity, including but not limited to self-referral, duplicate accounts, fake accounts, manipulated transactions, bulk or automated distribution, paid promotion, suspicious email patterns, or any other attempt to game the referral scheme.
6.0 Redeeming Rewards
6.1 Points Value
Points are valued at 1 Point = £0.05. You may begin redeeming Points once you have accumulated a minimum of 100 Points (£5.00 value). You may choose to continue saving Points for higher-value Rewards.
6.2 Available Rewards
Rewards available for redemption are displayed in your Account and may include:
- Money-off vouchers: Discount codes generated within the Programme that can be applied at cart level on doulton.com.
- Free products: You may redeem Points for specific free products. A code will be issued which, when applied at checkout with the relevant product in your cart, will deduct the product cost. Please note that if the free product is the only item in your cart, the cart total will be £0.00 and standard delivery charges will still apply.
- Exclusive or early access to new products or promotions.
- Other rewards as specified from time to time.
6.3 Restrictions on Redemption
- Only one Reward code may be applied per order.
- Reward codes cannot be combined with other promotional discount codes or offers.
- Rewards are not available for use during designated promotional periods.
- Rewards cannot be exchanged for cash, transferred to another person, or applied to previous orders.
- Customers must redeem Rewards based on the available reward tiers (starting at 100 Points). Partial redemption of Points below a reward tier threshold is not permitted.
- Rewards are personal to the Member and may not be sold, copied, or transferred.
6.4 Unused and Expired Rewards
If a Reward code is generated but not used, it will remain in your Account until it expires (if an expiry date applies) or until withdrawn by us. If a Reward code has not been used, our customer service team may be able to remove the Reward and return the equivalent Points to your Account at their discretion.
6.5 Reward Redemption
Money-off vouchers and Free Products Reward Redemptions are subject to minimum purchase values (where applicable) and expiry dates and include:
- £5.00 money-off voucher, minimum purchase £20.00. Expires after 30 days
- £10.00 money-off voucher, minimum purchase £20.00. Expires after 30 days
- £15.00 money-off voucher, minimum purchase £20.00. Expires after 30 days
- £20.00 money-off voucher, minimum purchase £20.00. Expires after 30 days
- £25.00 money-off voucher, minimum purchase £20.00. Expires after 30 days
- British Berkefeld 8.5 Litre Insulating Gravity System Sleeve, no minimum purchase. Expires after 30 days
- British Berkefeld 1 Litre Stainless Steel Gravity System, no minimum purchase. Expires after 30 days
- Doulton Shower Head with Filter, no minimum purchase. Expires after 30 days
6.6 Reward Availability
We reserve the right to modify, replace, or withdraw any Reward at any time, including changing the Points required for redemption. Where a Reward is withdrawn before you have had a reasonable opportunity to redeem it, we will endeavour to offer an alternative of equivalent value.
7.0 Points Expiry and Account Balance
Points do not currently carry an expiry date. However, we reserve the right to introduce Points expiry periods in the future on reasonable notice. Any future expiry periods will be clearly communicated to you through the Programme interface and/or by email.
Points have no cash value and do not constitute property. They cannot be sold, bartered, gifted, or transferred to another customer or outside the Programme.
8.0 VIP Tiers
The Programme may include tiered membership levels. Your Tier is determined by your cumulative qualifying activity (such as total spend or Points earned) over a defined period. Each Tier may provide enhanced benefits such as increased Points earn rates, exclusive Rewards, early access to new products, or priority support.
Tier thresholds, benefits, and qualification periods will be published on the Programme page. We reserve the right to modify Tier structures, thresholds, and benefits at any time on reasonable notice.
If your qualifying activity falls below the threshold for your current Tier at the end of a qualification period, your membership may be moved to a lower Tier. VIP benefits are personal, non-transferable, and may be withdrawn if you no longer meet the applicable criteria. You will be notified in advance of any such change.
9.0 User Generated Content
Where you submit User-Generated Content through the Programme (including photographs, videos, reviews, testimonials, or social content), you:
- Confirm that the content is your original work, that you own it or have the right to share it, that it does not infringe any third party’s intellectual property or other rights, and that it is not unlawful, misleading, defamatory, obscene, or offensive.
- Grant Doulton Water Filters a non-exclusive, worldwide, royalty-free, perpetual, irrevocable licence to use, reproduce, modify, adapt, publish, display, and distribute the content for marketing, promotional, and commercial purposes across our channels, including but not limited to our website, social media, email marketing, advertising and packaging.
- Acknowledge that Doulton Water Filters may use this content without further notice or compensation, and that you waive any moral rights in the content to the fullest extent permitted by law.
We reserve the right to reject, remove, or decline to publish or reward any User-Generated Content we consider unsuitable, non-compliant, or otherwise inappropriate, at our sole discretion and without being required to provide a reason.
10.0 Communications & Marketing
We may send service messages relating to your membership, Points balance, Reward status, referral activity, redemptions, Tier progress, account changes, or Programme updates. These are essential service communications and will be sent regardless of your marketing preferences.
Where you have opted in, or where we are otherwise permitted by law, we may also send marketing communications about offers, rewards, reminders, product launches, and related promotions.
You may unsubscribe from marketing communications at any time using the unsubscribe link or other method provided. Unsubscribing from marketing will not prevent us from sending essential service messages about your membership.
All marketing and push notifications will comply with the Privacy and Electronic Communications Regulations 2003 (PECR), the UK GDPR, and (where applicable) the EU ePrivacy Directive.
11.0 Data Protection & Privacy
We process your personal data in connection with the Programme in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and (where applicable) the EU General Data Protection Regulation. The categories of personal data we collect and process include:
- Contact information: name, email address, mobile number.
- Transaction data: purchase history, order values, products purchased, referral activity.
- Programme activity data: Points balance, Tier status, Engagement Missions completed, Rewards earned and redeemed.
- Content data: User-Generated Content submitted through the Programme.
- Device and location data: where you have enabled push notifications, the Wallet Card, or geo-location features.
- Profile and preference data: product interests, communication preferences, date of birth, phone number (where provided).
- Legal bases: We process your data on the basis of contractual necessity (to operate and administer the Programme), legitimate interest (to improve our products, services, and customer experience, to analyse engagement, and to personalise communications), and consent (for marketing communications, location-based notifications, and UGC usage).
Your data may be shared with our third-party Platform provider and, where applicable, with integrated services (such as ecommerce platforms, review platforms, CRM tools, email marketing tools, customer service tools, and analytics providers) solely for the purpose of operating the Programme. We do not sell your personal data to third parties.
Full details of your rights (including access, rectification, erasure, portability, and objection) and our data processing activities are set out in the Privacy Policy at doulton.com/policies/privacy-policy.
12.0 Fraud Prevention
The Programme incorporates fraud detection measures. We reserve the right to investigate and take action against any suspected fraudulent activity, including but not limited to:
- Creation of multiple or fictitious accounts.
- Self-referral or manipulation of referral links to obtain rewards dishonestly.
- Manipulation of Engagement Missions to obtain Points dishonestly.
- Use of automated tools, bots, or scripts to interact with the Programme.
- Exploitation of technical errors or system vulnerabilities.
- Suspicious email patterns or manipulated transactions.
Where fraud is suspected, we may suspend your Account, withhold or forfeit Points and Rewards, and terminate your membership without prior notice. We may also report suspected fraud to the relevant authorities.
13.0 Platform & Technical Operation
The Programme may be operated using third-party technology partners, including ecommerce, CRM, customer service, review, subscription, and loyalty software providers.
We do not guarantee uninterrupted access to the Programme at all times and are not responsible for temporary outages, technical failures, maintenance, or integration issues beyond our reasonable control. We may suspend or amend parts of the Programme where reasonably necessary for security, fraud prevention, maintenance, or operational reasons.
14.0 Account Management
14.1 Your Responsibilities
You are responsible for maintaining the security of your Account and for keeping your registered contact details accurate. You must notify us promptly if you believe your Account has been accessed without your authorisation or if any of your details change.
14.2 Account Inactivity
If no Qualifying Purchase, Engagement Mission completion, or redemption activity is recorded on your Account for a continuous period of 12 months, we may classify your Account as inactive. We will notify you before taking any action. Inactive accounts may have their accumulated Points reset to zero.
14.3 Voluntary Withdrawal
You may withdraw from the Programme at any time by contacting us directly or through the account management options in the Programme interface. Upon withdrawal, any unredeemed Points and Rewards will be forfeited.
14.4 Suspension or Termination by Us
We may suspend or terminate your membership immediately and forfeit accumulated Points or Rewards where we reasonably believe you have:
- Breached these Terms.
- Acted fraudulently or abusively.
- Undermined the fair operation of the Programme.
- Provided false or misleading information.
15.0 Refunds & Returns
If you request a refund on an order where you earned Points, the Points associated with the refunded items will be removed from your Account.
If you request a refund on an order where you redeemed a Reward (for example, a £5.00 voucher code), you will be refunded the order total excluding the Reward value. The Reward (or the equivalent Points) may be added back to your Account at our customer service team’s discretion.
Where a product has a minor imperfection and you choose to keep it rather than return it, our customer service team may add goodwill Points to your Account as an alternative resolution.
16.0 Programme Changes & Termination
16.1 Changes to These Terms
We may update these Terms, the reward structure, qualifying actions, eligibility rules, benefits, Tier rules, Points values, or other aspects of the Programme where reasonably necessary to:
- Reflect legal or regulatory requirements.
- Prevent fraud or abuse.
- Improve or develop the Programme.
- Reflect changes to our business, products, or systems.
Where changes are material, we will take reasonable steps to notify Members in advance by email, on our website, in the account area, via push notification, or by other appropriate means. Your continued participation after such notice constitutes acceptance of the updated Terms. If you do not agree with any changes, you may withdraw from the Programme in accordance with Section 14.3.
16.2 Programme Termination
We reserve the right to withdraw or close the Programme entirely on reasonable notice. In such an event, we will provide at least 30 days’ notice and allow a reasonable period for you to redeem any outstanding Rewards. After the closure date, all unredeemed Points and Rewards will be forfeited unless we state otherwise.
17.0 Limitation of Liability
Nothing in these Terms excludes or limits any liability that cannot legally be excluded, including liability for fraud, or for death or personal injury caused by negligence.
Subject to the above, and to the fullest extent permitted by law:
- The Programme is provided on an “as is” basis. We do not guarantee uninterrupted access to the Programme or the Platform
- We shall not be liable for any indirect or consequential loss arising from participation in the Programme, technical failures, Reward unavailability, or suspension or termination carried out in accordance with these Terms.
- Our total liability in connection with the Programme shall not exceed the value of the Points or Rewards directly affected by the relevant issue.
- We are not responsible for any tax liability that may arise from your participation in the Programme. You are responsible for determining and meeting any applicable tax obligations.
18.0 General Provisions
18.1 Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales. Any disputes arising in connection with the Programme shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your statutory consumer rights. If you are resident in the European Union, you retain the benefit of any mandatory consumer protection provisions of the law of your country of residence.
18.2 Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
18.3 Entire Agreement
These Terms, together with the Doulton Water Filters Privacy Policy and any supplementary Programme rules or campaign terms published at doulton.com, constitute the entire agreement between you and us in relation to the Programme.
18.4 No Waiver
A failure or delay by us in enforcing any provision of these Terms shall not constitute a waiver of that provision or of our right to enforce it subsequently.
18.5 Third Party Rights
These Terms do not confer any rights on any person or party other than you and us under the Contracts (Rights of Third Parties) Act 1999.
19.0 Contact Us
If you have any questions about the Programme or these Terms, please contact us:
Doulton Water Filters Limited
Lymedale Cross
Lower Milehouse Lane
Newcastle-under-Lyme
Staffordshire
ST5 9BT.
Email filtersales@doulton.com.
Telephone 0333 340 3600 – Our Customer Services team is available Monday to Friday, between 9am-5pm.
