Rewards Terms & Conditions

The Totally Numb Rewards Programme (“Rewards Programme”) is operated by Matrix Health Group Ltd (“Totally Numb”, “we”, “our”, or “us”) and is designed to reward customers for shopping with Totally Numb. By joining the Rewards Programme, you agree to these Terms & Conditions in addition to our general Website Terms & Conditions and Privacy Policy. Participation is free and voluntary.

• You must be at least 18 years of age.
• You must create a Totally Numb customer account.
• Only one Rewards account is permitted per individual.
• Business, trade or wholesale accounts may be excluded from earning or redeeming rewards unless otherwise agreed in writing.

Members currently earn points through:

• Purchasing eligible products (1 point for every £1 spent, excluding shipping)
• A one-time welcome bonus when you create your account
• A birthday bonus each year (see section 7)

Further ways to earn — referring friends, following Totally Numb on social media, and product reviews — are planned and will be added to this policy once they go live. The number of points awarded for each activity is displayed within the Rewards page and may change without notice.

Points are normally awarded on the value of eligible products purchased. Points are not normally awarded on: shipping charges; gift cards; taxes or VAT where applicable; cancelled orders; refunded orders; fraudulent transactions. Certain products or promotional offers may be excluded from earning points.

Points may be exchanged for rewards, discounts or promotional vouchers available within the Rewards Programme (100 points = £1). Rewards: have no cash value; cannot be exchanged for cash; cannot be transferred to another customer; cannot be sold. Only one rewards voucher may normally be used per order unless otherwise stated. Minimum spend requirements may apply.

This section will apply once referral rewards are introduced.

Birthday rewards are offered at our discretion. To qualify: your date of birth must be entered into your account before the qualifying period; only one birthday reward is available per member each calendar year.

This section will apply once review rewards are introduced.

Points do not expire.

If an order is refunded, cancelled or returned, any points earned from that purchase may be deducted from your Rewards balance. If points from that purchase have already been redeemed, we reserve the right to: deduct the equivalent value from your account; reduce future rewards; cancel any associated reward.

We reserve the right to suspend or permanently close any Rewards account where we reasonably believe there has been: fraud; abuse of promotions; multiple accounts created to gain rewards; false referrals; manipulation of the programme; any activity that breaches these Terms. Any points or rewards may be removed without compensation.

We may amend, suspend or withdraw the Rewards Programme at any time. This includes changing: earning rates; redemption values; eligible products; qualifying activities; expiry periods; available rewards. Where practical, changes will be published on our website before taking effect.

If the Rewards Programme is discontinued, members will be given reasonable notice where possible to redeem existing points. Unused points remaining after the programme closes may be forfeited.

To the fullest extent permitted by law, Matrix Health Group Ltd shall not be liable for any loss arising from participation in the Rewards Programme, including technical issues, account errors or delays in awarding points. Our total liability shall not exceed the value of any valid Rewards points held within your account.

Personal information used in connection with the Rewards Programme will be processed in accordance with our Privacy Policy.

These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Totally Numb Rewards is operated by Matrix Health Group Ltd (registered in England and Wales, company number 17099304), registered address Paddock Business Centre, 2 Paddock Road, Skelmersdale, Lancashire, WN8 9PL.

Totally Numb — Email: cs@totally-numb.com — Telephone: 0333 049 5549