Recognition Terms & conditions

These Terms and Conditions (‘Terms‘) and the House of Fraser Privacy Policy form the contract between House of Fraser Limited (‘Our‘, ‘We‘ or ‘Us‘) and the cardmember/account holder (‘You‘ or ‘Your‘) in relation to the collection and use of Recognition Points (‘Points‘), Recognition Rewards (‘Rewards‘) and any other offers associated with the Recognition Reward Card.

Eligibility & registration of a recognition Card

The Recognition Reward Programme is open to all UK and Republic of Ireland residents aged 18 years or above who wish to apply for a Recognition Reward Card (‘Reward Card‘), excluding any person eligible for House of Fraser staff discount. The Recognition Reward Card cannot be used in conjunction with the Recognition MasterCard or Recognition Account Card.

When you register a Recognition Reward Card, we will set up an individual online account for you which will record the Points you have collected and the Rewards earned. You will not be able to redeem any Rewards until you have registered your card online at www.houseoffraser.co.uk and received a notification from us by email that your account has been registered.
If you create an account in the App, if you do not already have a registered Recognition Reward Card or a Recognition MasterCard or Account Card, we will set up an individual Recognition Reward Account for you which will record the Points you have collected and the Rewards earned. If you already have a registered plastic Recognition Reward Card and you sign into your account through the App, you will be able to see the Points you have collected and the Rewards earned. You can also merge a plastic Reward Card with an in-App Recognition Reward Account.
Recognition Reward Cards are issued by Us and remain Our property. If requested, You may be required to return Your Reward Card to Us or to destroy it.
You are responsible for notifying Us if your details change. We are not responsible for delayed or undeliverable mail, email or text messages. You can notify us of a change of details online through your account or by contacting our customer services team.

How to collect points

Points are available on qualifying purchases made within participating House of Fraser stores with a Recognition Reward Card or through the App and online at www.houseoffraser.co.uk. Points cannot be collected, nor can Rewards be redeemed, on the following items: Gift Fs, Gift Cards, financial services, any large kitchen appliances and any other non-participating departments as set out in the relevant promotional terms where applicable.
One Point will be awarded for every complete £1/€1 you spend on a qualifying purchase. We reserve the right to amend this structure as and when We deem it necessary. Up to date Points and Rewards information is available in store and online.
To collect Points for a purchase in store, you must present a Reward Card or your Recognition Reward Account barcode in the App. If you do not have your Recognition Card or App with you, Points can be added to your account up to 30 days after the date of purchase upon production of a validated till receipt and your Reward Card or Reward Account barcode in the App. To collect Points online, you simply need to have signed in to your account at www.houseoffraser.co.uk when making a qualifying purchase.
At the start of every month We will check to see whether You have collected the requisite number of Points to earn a Reward and if so, we will load the relevant Reward value onto Your account and notify you by the end of the month. If You have any Points left over after Your Rewards have been issued, the unused Points will be carried forward towards your next Reward for up to a maximum of 12 months. Any Points that are not allocated to a Reward after a period of 12 months will automatically expire and be removed from your accounts.
In the event You receive a refund on goods, all Recognition Points received as a result of that purchase will be deducted from Your current balance and will not count towards Your Rewards.
When the Reward account is closed, any unused Points shall be deducted from your account . Rewards already issued prior to the termination of the Recognition Reward Programme shall remain valid until their stated expiry date.
Please note that your Points balance may not be updated immediately when you make a qualifying purchase. You may need to wait 24 hours before the Points show in your account for both in store and online purchases.

How to redeem rewards

The Reward account holds the Reward value You have collected.
Rewards can be used as payment for qualifying purchases from selected departments in store or at www.houseoffraser.co.uk. Rewards cannot be used for the payment of Gift Vouchers, Gift Cards, financial services, any large kitchen appliances and any non-participating departments as set out in the relevant promotional terms where applicable. Please check if Rewards may be used before making Your purchase. When You use Rewards as payment, you will not earn Points on this part of the purchase.
Rewards can be used in conjunction with some Recognition offers (e.g. Double Points events), subject to the terms and conditions of that offer, however, there may be selected promotional events or offer periods where you may not redeem a Reward. Please check the event or offer terms and conditions to avoid disappointment.
We will refund any returned goods purchased in accordance with Our current refund policy. Rewards used in that purchase will be refunded to your Reward Card.
Rewards must be used by the expiry date stated in Your Recognition Reward online account and are subject to these Terms
Rewards cannot be sold or exchanged from one cardmember to another.
We are not responsible for any Rewards that are unused by their expiry date.
We will not be held liable for Reward Cards which, once registered, are subsequently lost, stolen or damaged. In the event of loss, please follow the instructions for lost, stolen or damaged Reward Cards on the ‘My Account’ section at www.houseoffraser.co.uk. If there was a Reward value on the lost card, this value, and any Points balance, will be accessible via your online account until a new card is registered to the account as a replacement, in the meantime, we will block the lost/stolen card.
We reserve the right to refuse to process a Reward which We deem to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.

General

We reserve the right to amend or terminate the Recognition Reward Programme or these Terms at Our sole discretion at any time, with or without notice.
We may refuse to redeem Rewards and/or authorise the issue of Points if We consider that the Recognition Reward Programme and/or the account are being misused, or if You are in breach of any of these Terms.
We reserve the right to close any Reward Card that has been inactive. If We do this, We will notify you in advance.
These Terms are subject to English Law. If You suffer loss as a result of Our breach of these Terms, Our sole liability to you shall be to credit Your account with Points in the event that such Points were incorrectly deducted or should have been credited but were not.
Nothing in these Terms shall limit Our liability in respect of death or personal injury caused by Our negligence.
In the event of any conflict or inconsistency with any other communication, including advertising, marketing or promotional material, these Terms shall prevail.
You may contact Us at any time by writing to the following address: House of Fraser, Recognition, 6th Floor, 318 Oxford Street, London W1C 1HF The Recognition Reward Programme is administered, and Reward Cards issued, by House of Fraser Limited. Registered office: Unit A Brook Park East, Shirebrook, NG20 8RY, UK. Registered in England. Registered number: 10686681

House of Fraser Recognition Master Card

The House of Fraser Recognition Mastercard is managed by NewDay Ltd. Due to the protection of your personal data, we would recommend you contact them directly with any queries or complaints. Please click here to log in to your online account, or contact NewDay through below details:

Telephone: 0330 838 0158*

Customer Service Department

PO Box 700

Leeds

LS99 2BD

*calls are charged at a standard national rate. Calls costs from mobile companies and operators may vary.

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