REN Clean Rewards: FAQs
We’ve rolled out our all-new rewards programme, REN Clean Rewards, so we thought best to answer some questions. If you’re having a problem read through and see if we’ve got it covered. Not on the list? Get in touch and we’ll be happy to help.
1. What is REN Clean Rewards?
REN Clean Rewards is our new loyalty programme. You’ll earn points not just for orders, but for other activities like referring a friend. You can use them to redeem exclusive discounts. So the more you spend - the more you save.
2. Who can join?
Enrollment is free. Everyone who creates an account is automatically enrolled. So no missing out. Membership is limited to individuals only, and is limited to one account per individual. A valid email address is required to register for the program.
3. How do I earn points?
You’ll earn 1 reward point per £1 you spend, and receive them 14 days after your order date. But you can also get rewarded for referring friends, too. For the full lowdown, check out the out the REN Clean Rewards page.
4. How do I view my point balance?
Your rewards balance is displayed on the top right of the site, once you’ve logged into your account. You can also view them in your account dashboard below your order history or by visiting the REN Clean Rewards page.
5. How do I redeem my points?
Once you have enough points to qualify for a reward log in to your account and scroll down to the 'Get rewards' section. There you will be able to exchange your points for a voucher code. You can also do this on REN Clean Rewards page in the 'My Rewards' section. Please note only promotional code can be used per order.
6. Is there a limit to the number of points I can earn?
Nope - we don’t limit your loyalty.
7. Do my rewards points expire?
As long as you have made a purchase on renskincare.com within the last 12 months, your points will remain active. Your points will expire after 12 months of inactivity. So get spendin’.
8. What do the 'approved', 'pending' and 'cancelled' statuses mean?
Your reward points history will show a status for each activity.
Approved: These points can be redeemed on rewards immediately.
Pending: These points must be verified before they can be redeemed. This typically applies to purchases, referrals or reviews.
Cancelled: These points will not be added to your account. For example, if you cancel a purchase the points will change from pending to cancelled.
9. What happens if a friend I referred cancels or returns their order?
In this case, any pending points from the referral will be cancelled and removed from your balance.
10. Why did my account balance go down?
It could be a number of things. Expired points, an order return, cancellation or a referral returned their order. You can check your reward points history for an explanation.
11. I completed an activity but didn't earn points.
Pending balances can take up to 48 hours to appear in your account. Please allow this time, and if no luck, get in touch at email@example.com.
12. Can I use my points during checkout?
Your points must be converted to vouchers before they can be redeemed at checkout.
13. Do I get my points back if I return my order?
Every item in your order needs to be returned and the whole amount needs to refunded by our customer team for the points to go back into your account. If you cancel your order, you will also get your points back. However if you only return one of the items in your order, you won't get your points back.
14. How is my voucher discounted from my order?
The selected voucher is applied against each full price item within your order. This means that if an item from your order is returned for any reason the amount refunded will be less than the price of the product on the order confirmation, the voucher is deducted as a percentage of discount equally from each product. This is specific to each order. Our customer care team are happy to help with further questions.
15. How do I leave the program?
You can leave at any time, just request at firstname.lastname@example.org. You’ll be unenrolled from the scheme and you’ll lose all points earned. Please note your REN Clean Skincare account will still be active. If you would like this cancelled too, please specify on your email request.
16. What happens if I leave and decide to join again?
You’re always welcome back. Just email us at email@example.com with your request and we’ll create a new REN Clean Rewards account for you. Heads up though - your point balance will restart from zero.
17. Where can I report a problem or give feedback?
We’re always open to feedback. Get in touch at firstname.lastname@example.org with any comments or questions and we’ll aim to reply within 48 hours.
For more information please visit the REN Clean Rewards Page and the REN Clean Rewards Terms & Conditions.