Lyreco GO Programme – UK Terms & Conditions 

1. Introduction                                             

These Terms and Conditions govern the Lyreco Go Programme in the UK. The programme is offered by Lyreco UK Limited to reward its customers for their continued business. We aim to comply with all relevant UK consumer laws and loyalty programme regulations, ensuring transparency and a positive experience for members.

1.1 These terms and conditions (“Terms”) set out the rules governing participation in the Lyreco Go Programme (“Programme”), which is operated by Lyreco UK Limited (“Lyreco”, “we”, “us”, “our”). 

1.2 By participating in the Programme and using points to redeem rewards, you (“customer”, “you”, “your”) acknowledge and agree to be bound by these Terms. If you do not agree, you may opt out at any time (see Section 9). 

1.3 These Terms apply in conjunction with Lyreco’s General Terms and Conditions of Sale and Privacy Policy. In the event of any conflict , between Lyreco’s General Terms and Conditions of Sale and these Terms, these Terms shall prevail in relation to matters concerning the Programme. 

2. Membership Eligibility & Participation

2.1 The Programme is designed and intended for all businesses which purchase from Lyreco; however, exclusions apply.

In the interest of absolute clarity, Go Points will only be generated on a customer’s ‘purchasing account’ with Lyreco. This is the account which places orders.

·        Customers with a ‘single’ account with Lyreco will generate points on that single purchasing account.

·        Customers with ‘multiple’ accounts with Lyreco will only generate points on purchasing accounts – those used to place orders.

A purchasing account is simply the account which places orders with Lyreco. 

Additionally, the following customer types are excluded from participation:

·        Customers which use punch-out, static catalogues, EDI, or have their own internal bespoke ordering platforms.

·        Customers which are part of a public sector framework / are public sector entities.

·        Customers with bespoke corporate agreements with Lyreco.

All participants in the Programme must have a valid UK address and be aged 18 years or over. Lyreco employees are not eligible to participate in the Programme. 

2.2 Joining (Automatic Enrolment): All eligible customers are automatically enrolled in the Programme. There is no need for separate registration. 

2.3 Opting Out: Customers may opt out of the Programme at any time by visiting the rewards page itself and clicking on opt out.

2.4 Customers who opt out: 

·        Will no longer accumulate points on future purchases.

·        Will forfeit any unused points in their balances at the time of opt-out.

·        Will no longer continue to see Go points displayed on product pages.

2.5 Tiered Membership Structure: To reward the most loyal customers, the Programme will include tiered membership levels (Go Points, Go Double, Go Triple). All new members start at the base tier (Go Points). You can advance to higher tiers by reaching a certain, consistent monthly spend with Lyreco as explained further in clause 2.6.

·        Go Points (the base tier) All customers will start at this tier, and no minimum spend is required. If you are a customer within this tier, you will earn 1 point for every £1 spent.

·        Go Double (the second tier) requires an average minimum spend of £2,000 per calendar month with Lyreco (excluding VAT, delivery and specific product exclusions). If you are a customer within this tier, you will earn 2 points for every £1 spent.

·        Go Triple (the top tier) requires an average minimum spend of £3,000 per calendar month with Lyreco (excluding VAT, delivery and specific product exclusions). If you are a customer within this tier, you will earn 3 points for every £1 spent. 

The list of product exclusions can be found in clause 3.3 

Higher tiers offer increased points earnings and access to exclusive offers. Additional benefits may include invitations to special events, webinars, or time-sensitive incentives.

2.6   Tier Review Process

·        Tiers are assessed on a 3-month rolling basis.

·        Customer purchasing accounts can move up tiers at the end of a rolling 3-month period based on their consistent spend.

·        Customer purchasing accounts may also be downgraded if they do not meet the minimum spend requirements.

To ensure transparency, we have offered a few scenarios.
(All the figures quoted in the example scenarios are before VAT and delivery) 

Scenario 1 – Moving up a Tier

·        Purchasing Account of Customer A starts in the Go Points (base) tier.

·        They spend £2,100 per month in March, April, and May.

·        In June, they are upgraded to Go Double for a minimum duration of 3 months (June to August).

Scenario 2 – Maintaining a Tier

·        Purchasing Account of Customer A continues to spend at least £2,000 per month in June, July, and August, they will remain in Go Double for the following 3 months. 

Scenario 3 – Moving Down to a Lower Tier

·        Purchasing Account of Customer A spends less than £2,000 in any month within their rolling 3-month period (June to August), they will move back to the base tier (Go Points) at the end of August unless their average spend over the three months is at least £2,000 as explained in scenario 4. 

Scenario 4 – Retaining a Tier Through the 3-Month Average Rule

Customer A spends:

·        £1,800 in June

·        £1,400 in July

·        £2,800 in August

The 3-month average is calculated (£1,800 + £1,400 + £2,800 = £6,000 ÷ 3 = £2,000). Since the average is at least £2,000, they retain Go Double for the next 3-month period. 

2.7 Clear Communication of Tiers: Customers will be able to clearly identify which tier they are on as our rewards page is dynamic and will load a customer specific landing page. On this landing page, the customer can see their tier clearly at the top of the page in the graphic displayed.

2.8 Changes to Tier Structure: Lyreco reserves the right to modify the tier structure (for example, add a new tier, change qualification criteria or benefits) on not less than [3] months’ notice. However, we will not make any changes which retroactively deprive you of benefits already earned or to which you already entitled. Significant changes to tiers will be communicated, and we will strive to ensure they align with overall industry best practices for loyalty schemes and remain fair to members. 

3. Earning Points

3.1 Members earn points on eligible purchases of goods from Lyreco. Customers earn 1 point for every £1 spent on eligible products on the base tier, 2 points for every £1 spent on eligible products on the second tier and 3 points for every £1 spent on eligible products on the top tier as further explained in clause 3.2 and subject to a cap as referred to in clause 4.4. 

3.2 Points Calculation & Conditions: 

Points are awarded based on the net order value (excluding VAT and delivery charges). However, discounts or promotional offers will not reduce the number of points earned; points are calculated as if the products were sold at their standard price. Points will be credited to the customer's pending balance (see Section 6).

If multiple orders are placed on the same day, points will be allocated based on the total spend across all qualifying transactions. If a customer uses a discount or promotional code, points will still be earned on the full price of the product. 

From time to time, Lyreco may offer promotions to earn bonus points – for example, double points events, welcome bonuses for new members, or incentives for purchasing specific products. Any such offers will have their own terms (like valid dates or caps) which will be communicated to you. We may also offer time-sensitive incentives (e.g. earning extra points for purchases made within a certain period) to encourage ongoing participation and reward your engagement. 

Lyreco may introduce referral bonuses or rewards for other activities (such as completing surveys or attending events). If so, the conditions (e.g. successfully referring a new customer) and points awarded will be explained in the promotion details.

3.3 Excluded Products: The following products are excluded from earning points in the Programme: 

·        Postage Stamps

·        Non-Catalogue items

·        Customer Specific Products

·        Seasonal Products (Limited Run / Exclusive Batch)

·        Nespresso Products

·        Promotional Products (FREE Gifts)

·        Products purchased under a BOGOF (Buy-One-Get-One Free) offer or promotion 

Lyreco reserves the right to amend the list of product exclusion as new products and / or categories are added to the Lyreco catalogue product assortment on not less than three months’ notice. Customers are advised to check the product exclusions periodically.

3.4 Units of Measure (UOM) Rules: Customers will earn points on products regardless of which UOM they purchase from (Each, Box, Pallet for example) for every £1 spent - though our Webshop platform will only display product points on the lowest UOM. 

3.5 Direct-Delivery products: If an order includes a direct-delivery product, the points for that product will be added to the customer’s pending balance. However, there will be an extended processing period until invoice processing is complete before these points are transferred to the available balance. 

Once Lyreco captures Proof of Delivery (POD) and the order has been invoiced and paid in full, the points will be transferred to the available balance. However, if the invoice for the direct-delivery element of an order remains unpaid— for three months after it is due— for example, due to order cancellation or a failed delivery return—the pending points will be removed after three months. 

3.6 Products Ordered via Lyreco Sales Representative: If a customer requests that a Lyreco sales representative places a Webshop product order on their behalf, our systems will automatically assign points to the last ‘Purchasing Account’.

To ensure transparency, we have offered a few scenarios.

Scenario 1 – Customer A (has a single account with Lyreco). Customer A places an order over the phone with a Lyreco Sales Representative who then places an order on their behalf on the Lyreco Webshop platform. 

Scenario 2 – Customer B is a Head Office and owns a collection of three additional Newsagents sites (has multiple accounts with Lyreco, as part of an internal customer hierarchy). The majority of the time, all four purchasing accounts place orders themselves. However, one of these Newsagents decides to place an order with a Lyreco Sales Representative who then places an order on their behalf on the Lyreco Webshop platform.

In this scenario, any points earned will be allocated to the account which has previously ‘most-recently’ placed an order with Lyreco. This means that the newsagent which has placed the order with the Lyreco account manager may not themselves benefit from the points. 

4. Redeeming Points

4.1 Redemption Value: 

1 point is equivalent to £0.01.

Points have no cash value and cannot be exchanged for cash, credit, or account balance adjustments.

4.2 Eligible Redemption Options:

Points can only be used to redeem products and offers listed on the Lyreco Loyalty Platform found here: https://loyalty.lyreco.co.uk/ 

4.3 Redemption Restrictions: 

Points cannot be: 

·        Used as payment towards of any outstanding invoices, balances, or debts owed to Lyreco.

·        Transferred to other customer accounts, they are unique to the purchasing account.

·        Combined with any other discount codes, or promotions (unless explicitly stated).

4.4 Minimum and Maximum Redemption Limits: 

A current minimum of 100 points is required for reward redemption – providing a reward is available at these points cost. Lyreco reserves the right to modify this requirement at its discretion.

A current maximum points balance of 30,000 can be earned per collection period, Lyreco reserved to the right to modify this limit. Collection periods are defined as quarterly - January to March (inclusive), April to June (inclusive), July to September (inclusive), October to December (inclusive). This means that even if a customer’s spend in a collection period would otherwise earn them more than 30,000 points, this is the maximum level of points that can be earned in a collection period. Any points earned in excess of 30,000 in a collection period cannot be carried over to a subsequent collection period. 

4.5 Maximum Transactional Value: 

The maximum transaction value in points that can be used towards rewards is 30,000 points in any collection period (as defined in Section 4.4). 

4.6 Out-of-Stock Gift Rewards: If a gift reward is out of stock, the reward on the rewards page will be greyed out so points cannot be spent on unavailable rewards. 

4.7 Expiry of Reward: If points are converted into a reward gift code or voucher, that gift code or voucher may have an expiry date (which will be communicated) after which it cannot be used. Be sure to use any such gift codes or vouchers before they expire as – once expired, they cannot be reinstated. They may also be ‘single use’ so please ensure you check the details of the rewards.

5. Refunds, Returns & Points Adjustments

5.1 Order Refunds: If a refund is issued for any purchase, the points earned from that transaction will be deducted from the customer’s pending balance. Points deductions will be processed in accordance with the refund and adjustment policies as provided in Lyreco’s Terms & Conditions of Sale.

5.2 Partial Refunds: 

·        If a refund is issued for part of an order, a corresponding number of points will be deducted proportionally.

·        If a refund is processed after points have already been redeemed, Lyreco reserves the right to adjust the customer’s balance by deducting the number of points in question from the balance of points credited to the customer or subsequently earned by the customer.

5.3 Cancelled Orders: If an order is cancelled before shipment, the associated points will be removed from the customer's pending balance. 

5.4 Credits: If Lyreco provides you a credit towards an order, you will retain the points associated with that order as a gesture of goodwill. No points in this instance will be deducted. However, Lyreco reserves the right to remove or modify this condition at its discretion without notice. 

5.5 Returns on Reward Items: If you redeemed points for a product and that product is faulty or not as described, Lyreco’s normal return policies apply. We will either credit the points used or replace the item. However, if you simply change your mind on a reward item, we unfortunately are not able to reverse the redemption, and points will not be returned in that case. 

6. Points Balances & Updates

6.1 Available Balance

The available balance represents points that have been approved and are ready for redemption. The available balance which customers will use towards rewards is updated by the end of the first week following a month, at which point any pending balance is transferred to the available balance once our systems confirm that the related customer invoices have been raised.

If the Customer fails to make payment on the invoice due date then without prejudice to any other right or remedy available to Lyreco, all points will be removed from the available balance and no further points will be accumulated until the payment is satisfied in full. 

For customers who pay for their orders in advance, with no credit limit associated to their account, points will be earned and allocated to their ‘pending’ points balances before being transferred to their available balance by the end of the first week following a month.

6.2 Lyreco reserves the right to adjust balances in the event of system errors, refunds, or suspected fraudulent activity. If points were credited or debited in error (due to technical issues or miscalculation), we may adjust your balance to the correct amount. We will inform you if any correction is made.

6.3 Points Expiration Policy: To encourage active engagement, points will not expire while you remain an active member. “Active” for this purpose means making at least one qualifying purchase within any rolling 12-month period. If your account has no earning or redemption activity for 12 consecutive months, any points in your account will expire at the end of that period.

For example, if you were to earn 500 points in March 2025 (available balance) and those points had not been spent by April 2026, and you had not made any orders since March 2025, the points would expire. 

7. Communications and Privacy 

7.1 We will on occasion contact participants in relation to point balance updates, statements, reward notifications, tier status updates, and essential service messages. We will primarily use email, or the contact information linked to your account for these communications.

7.2 Any ‘marketing’ communications will be checked against the marketing ‘opt-out’ database to ensure we only contact customers who have ‘opt-ed in’ to receiving marketing communications.

7.3 All personal information will be handled in compliance with UK GDPR and the Data Protection Act. You have rights over your data, including the right to access the information we hold about you, correct any inaccuracies, and withdraw from the Programme (which would stop further loyalty data processing). For full details on how we handle personal data and your rights, please refer to our Data Privacy Policy (available in the footer of Lyreco’s Webshop). If you have privacy-related questions, you can contact our Data Protection Officer or customer service. Opting out of the Programme or certain data uses may limit our ability to provide you the full benefits (since we need to track points), but you will always have the choice.

8. Customer Support

8.1 If you have any questions, issues, or disputes regarding your points or rewards, Lyreco’s customer service is ready to help.  We aim to resolve any problems fairly and quickly – whether it’s a missing points credit, difficulty redeeming a reward or any other concerns.

8.2 For any enquiries related to the Programme, customers can contact: 

LoyaltySupport@lyreco.com 

9. Opting Out & Programme Withdrawal

9.1 Customers may opt out at any time by visiting the Lyreco rewards page and selecting ‘Opt-Out’, this will be found at the bottom of the page. 

9.2 Customers who opt out will: 

·        Immediately stop earning points.

·        Lose any remaining points balance.

·        No longer be able to redeem points on the Lyreco Loyalty Platform and will not see points on products.

Note: Customers who accidentally ‘Opt-Out’ can ‘Opt-In’ again within 7 days and retain their points balances. After 7 days of being opted out points will be wiped and cannot be re-issued.

10. Programme Modifications & Termination

10.1 Lyreco may modify these Terms or the Programme structure at any time, including: 

·        Adjusting the points earning rate.

·        Changing redemption options.

·        Updating eligibility criteria.

10.2 Any changes will be communicated via email or through the Lyreco website at least 28 days before implementation. Material changes will only be made on not less than 3 months’ notice. Continued participation constitutes acceptance of the new Terms. 

10.3 Lyreco reserves the right to discontinue the Programme at any time on not less than 3 months’ notice. 

11. General Terms

11.1 Non-Transferability: Points are non-transferable and cannot be sold or combined with another customer’s balance under any circumstances.

11.2 Compliance with Law: These Terms & Conditions are intended to comply with UK laws and regulations, including consumer protection laws. We operate the Programme in good faith and in a manner that respects your rights. If any provision of these terms is found to be unlawful or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remainder of the terms will remain in effect. 

11.3 Limitation of Liability: Lyreco will not be liable for any loss or damage arising from the Programme or your participation in it, except for those losses that are caused by our negligence or breach of these terms and are reasonably foreseeable, or any liability that cannot be excluded or limited by law. In particular, we are not responsible for technical failures, network errors, or unforeseen problems that may temporarily interfere with earning or redeeming points, or for the consequences of any matters outside of our reasonable control. 

12. Misuse & Abuse of the Programme 

Lyreco reserves the right to suspend or terminate participation if fraudulent activity is suspected, or these terms are breached. 

12.1 Lyreco reserves the right to investigate and act against any suspected misuse or abuse of the Programme.

Abuse includes, but is not limited to:

·        Exploiting system loopholes (e.g., using a single-use discount code multiple times).

·        Attempting to manipulate points accumulation through fraudulent transactions or returns.

12.2 If Lyreco determines, at its sole discretion, that a customer has engaged in misuse or abuse of the Programme, Lyreco may take one or more of the following actions:

·        Immediate removal of all earned points, including pending and available balances.

·        Cancellation of redemption requests or reversal of rewards already claimed.

·        Temporary or permanent suspension from the Programme.

12.3 Lyreco’s decision in such cases shall be final and binding, and no compensation will be provided for lost points or benefits. 

13. Promotional Events

13.1 From time to time, Lyreco may run Promotional Events where customers can earn bonus points, such as double or triple points on selected products, categories, or order values. These promotions are subject to the terms outlined in this section.

13.2 Eligibility & Participation:

·        Promotional Events will be open to all active Lyreco Go Programme members unless otherwise specified.

·        Eligible products and categories for promotions will be clearly communicated via the Lyreco Webshop Platform, email notifications, or Webshop banners.

·        Any specific conditions (e.g., minimum spend, maximum bonus points, or exclusions) will be detailed in the promotional materials (if applicable). 

13.3 Customer Tiers: 

·        Customers within ‘Go Double’ or ‘Go Triple’ tiers can be part of these promotional events, though they will only benefit to the ‘greater’ points multiplier. 

For clarity, we have provided a few example scenarios:

A ‘Go Double’ tier customer wishing to purchase a product that is within a ‘Triple Point’ promotional event which earn triple points on those products for the specified limited time. 

A ‘Go Triple’ customer wishing to purchase a product that is within a ‘Double Point’ promotional event will continue to earn triple points on those products (as their tier is greater). 

A ‘Go Points’ customer wishing to purchase a product that is within a ‘Double Point’ promotional event will for a limited time be able to earn double points on those products for the specified limited time,

13.4 Bonus Points Allocation:

·        Bonus points will be credited to the customer's pending balance within the same timeframe as standard points (see Section 6: Points Balances & Updates).

·        Promotional bonus points will be combined with other offers, unless explicitly stated.

13.5 Exclusions & Limitations:

·        Certain products, categories, or customer groups may be excluded from Promotional Events at Lyreco’s discretion.

·        If a customer returns an item purchased during a promotion, the bonus points earned on that item will be deducted along with the standard points (see Section 5: Refunds, Returns & Points Adjustments).

·        Promotional Events are available for a limited time only and may be modified, extended, or withdrawn by Lyreco at any time with immediate effect on notice and without liability.

13.6 Misuse & Abuse of Promotions:

·        Customers found to be abusing a Promotional Event (e.g., placing multiple artificial orders to gain excessive bonus points, exploiting system errors) may have their bonus points removed and face further consequences as outlined in Section 12: Misuse & Abuse of the Programme.

14. Governing Law & Jurisdiction:

These Terms are governed by the laws of England and Wales, and disputes will be subject to the exclusive jurisdiction of the English courts.  

By engaging with the Programme, you confirm that you have read and understood these Terms & Conditions and agree to abide by them. Thank you for your loyalty, and we hope you enjoy the rewards and benefits of the Programme!