Loyalty Programme Terms & Conditions

Loyalty Programme Terms & Conditions 

Last Updated: 20/07/26 

These Terms & Conditions govern participation in the Gilbert Rewards Programme ("Programme"), operated by Grays of Cambridge (International) Limited ("we", "us" or "our"). 

Participation in the Programme is free and subject to these Terms & Conditions. 

1. Membership 

1.1 Membership is free and available to individuals aged 18 years or over. 

1.2 To earn or redeem points, you must create a registered customer account. 

1.3 Membership is limited to one account per individual. We reserve the right to merge, suspend or close duplicate accounts. 

1.4 Loyalty accounts, points, rewards and tier status are personal to the account holder and cannot be transferred, sold or exchanged. 

2. Earning Points 

Members can earn loyalty points through qualifying activities including, but not limited to:

• Purchasing eligible products from www.gilbert-netball.com
• Creating an account
• Birthday rewards
• Product reviews
• Referring friends
• Promotional campaigns
• Social media engagement
• Other activities communicated by Gilbert

Available earning opportunities may change at any time. 

Points are awarded only after qualifying conditions have been met. 

For Bulk Buyers and Concessional Players, points per £ differ from usual tiering points. Bulk Buyers earn 1 point per £1 and Concessional/FOC Players earn 2 points per £1. 

3. Qualifying Purchases 

3.1 Points are awarded on the final purchase value after discounts have been applied and exclude:

• Shipping charges
• Taxes or VAT where applicable
• Gift card purchases
• Gift wrap or additional services
• Any other excluded products identified by Gilbert

3.2 Purchases made using guest checkout are not eligible for points. 

3.3 Orders must be placed whilst logged into your Gilbert account. 

3.4 Points are generally added after an order has been completed. We reserve the right to delay awarding points until any returns period has expired. 

4. Promotional Multipliers 

From time to time we may offer bonus point promotions, including Double Points events. 

Unless otherwise stated:

• Bonus promotions apply only during the advertised period.
• Promotions cannot be applied retrospectively.
• Bonus points cannot be transferred between orders.
• Promotional bonuses may exclude selected products, brands or categories. 

5. Returns & Refunds 

If an order is cancelled, refunded or returned (in full or in part), any loyalty points earned from that purchase will be deducted from your account. 

If redeemed rewards were used on a returned order, we reserve the right to adjust your points balance accordingly. 

Where a points balance becomes negative following a return, future points earned will first offset the negative balance. 

6. Redeeming Points 

Points may be exchanged for rewards available within your Rewards account. 

Rewards:

• are non-transferable;
• cannot be exchanged for cash;
• have no cash value;
• cannot be refunded once redeemed. 

Only one loyalty reward voucher may be redeemed per order unless otherwise stated. 

Rewards may not be used in conjunction with selected promotions or discount codes where restrictions apply. 

7. Voucher Conditions 

Reward vouchers:

• expire on the date shown within your account;
• cannot be replaced if lost or expired;
• cannot be exchanged for cash;
• cannot be applied retrospectively to completed orders. 

Where an order is cancelled after a voucher has been redeemed, replacement of the voucher is at Gilbert' discretion. 

8. VIP Tiers 

Members may progress through loyalty tiers based on qualifying points earned. 

Tier benefits may include:

• Increased earning rates
• Exclusive promotions
• Early access to selected products
• Birthday rewards
• Member-only offers 

Tier thresholds and benefits may change at any time. 

If tier requirements are no longer met, your membership level may be adjusted accordingly. 

9. Points Expiry 

Unless otherwise stated, loyalty points expire 12 months after your most recent qualifying purchase. 

Making another qualifying purchase before expiry extends the validity period of your points from the date of that purchase. 

Expired points cannot be reinstated.
 

10. Referral Programme 

Referral rewards are only available where both:

• the referred customer is a new customer; and
• the qualifying purchase meets the minimum requirements displayed within the referral programme. 

Self-referrals, duplicate accounts or fraudulent referrals are not permitted. 

We reserve the right to remove referral rewards where abuse is suspected. 

11. Abuse of the Programme 

We may suspend or terminate membership without notice where we reasonably believe a member has:

• attempted to manipulate points;
• created multiple accounts;
• abused promotions;
• made fraudulent returns;
• breached these Terms;
• acted dishonestly. 

Any points or rewards may be removed without compensation. 

12. Programme Changes 

We reserve the right to:

• amend these Terms & Conditions;
• change earning rates;
• change redemption values;
• change tier structures;
• withdraw rewards;
• suspend or discontinue the Programme. 

Where reasonably possible, significant changes will be communicated in advance.

13. Technical Errors 

Gilbert is not responsible for:

• technical failures;
• delayed points;
• system outages;
• incorrect balances caused by technical issues. 

We reserve the right to correct any points balance at any time. 

14. Marketing Communications 

Participation in the Rewards Programme does not automatically subscribe you to marketing communications.