Loyalty Program Terms & Conditions

1. Enrolment and Overview

1.1. By creating an account on our online store, you automatically enroll in our Loyalty Rewards Program ("Program") and agree to be bound by these Terms and Conditions.

1.2. The Program is open to individuals for personal use only. Commercial, wholesale, or resale accounts are strictly excluded from participation.

1.3. Program accounts, tier levels, points, and rewards are non-transferable and cannot be merged across multiple email addresses or individual customer profiles.


2. Earning Points and Conversion Scale

2.1. Points are accumulated on qualifying purchases at a baseline rate of one (1) point per one dollar ($1 AUD) spent. Spend totals are calculated based on the final subtotal of items kept, excluding shipping fees and the purchase value of gift cards.

2.2. Points sit in a "Pending" state upon order placement and will officially settle into the member's active balance once the order has been fully processed and dispatched from our warehouse.

2.3. Points convert into promotional reward vouchers at a fixed scale:

  • 200 Points = One (1) $10 AUD reward voucher.
  • 300 Points = One (1) $15 AUD reward voucher.


3. Tier Structure and Rolling Spend Windows

3.1. Membership status within the Program is split into four distinct tiers determined by a customer's rolling twelve (12) month spend window in AUD:

  • Level 1: $0–$299 AUD annual spend.
  • Level 2: $300–$599 AUD annual spend.
  • Level 3: $600–$1,199 AUD annual spend.
  • Level 4: $1,200+ AUD annual spend.

3.2. Tier upgrades trigger automatically the moment a customer crosses a spend threshold. Tier status is valid for 12 months from the date of entry. To maintain a tier, the minimum spend for that tier must be matched during the subsequent 12-month rolling period.

3.3. Voucher Issuance: Tier Upgrade and Birthday vouchers may vary in value by tier level and are subject to change. The current value and specific validity periods of these vouchers will be as published on our website or within the member dashboard from time to time.


4. Point Expiration and Account Inactivity

4.1. Active point balances do not expire, provided the member maintains an "Active Status." Active Status requires completing at least one (1) qualifying purchase within any rolling twelve (12) month period.

4.2. If an account records no qualifying purchase activity for a continuous period of twelve (12) months, the entire accumulated point balance will automatically expire and be forfeited to a zero ($0) balance. Expired points cannot be reinstated.


5. Reward Conditions, Perks, and Anti-Stacking Policies

5.1. Anti-Stacking Rule: Our checkout system allows a maximum of one (1) promotional reward code per individual transaction. Points-based reward vouchers ($5 or $10 off), Tier Upgrade vouchers, Birthday vouchers, and Anniversary vouchers cannot be combined or stacked with each other, nor with any sitewide discount codes.

5.2. Gold & Platinum Perk: Members in the Level 3 and Level 4 tiers unlock access to a recurring $10 AUD tier discount code. This code is strictly valid only on future orders where the item subtotal is $175 AUD or greater (excluding shipping fees). This perk cannot be stacked with points-based vouchers.

5.3. Anniversary Voucher: Level 2, and Level 3 & Level 4 members will receive a $10 AUD Anniversary Voucher via email exactly twelve (12) months from their account creation date, provided they remain in an eligible tier.

5.4. Level 4 Free Gift with Purchase: This perk is limited strictly to select, designated campaign periods and is subject to stock availability. Limit of one (1) gift per customer account per campaign.


6. Returns, Refunds, and Tier Downgrades

6.1. If a customer returns a purchase for a cash refund, the points earned from that specific transaction will be clawed back and deducted from their loyalty balance.

6.2. If a refund causes a customer's total rolling 12-month spend to drop below their current tier threshold, their account status will be automatically downgraded to the correct lower tier, and any unredeemed tier-specific vouchers will be instantly voided.

6.3. If an item is returned from an order that used the Level 3/4 $175 subtotal perk, and the return drops the kept order total below $175 AUD, the $10 tier discount is forfeited and will be deducted from the refund total.

6.4. If an order qualifying a Level 4 member for a "Free Gift with Purchase" is returned, the free gift must also be returned in its original, unopened condition. Failure to return the gift will result in its retail value being deducted from the customer's refund.