FAQs

What is REHAU Connections?

REHAU Connections is a points-based loyalty scheme open to installer companies purchasing REHAU pre-insulated pipe, ground-source manifolds and chambers.

How does the scheme work?

Every time your company purchases a length of REHAU pre-insulated pipe or ground-source manifolds and chambers you earn Connect Points which can be redeemed in exchange for items on the REHAU ‘Redeem and Select Rewards’ page.

How long will the scheme run for?

The scheme will be launched in September 2013 and will run until further notice.

How do I earn Connect Points?

Connect Points are assigned every time a purchase is made and logged by your company online. A copy of the purchase invoice or order acknowledgment must then be sent to REHAU Connections for approval via the Freepost address, fax or email. While awaiting approval, the Connect Points will appear as ‘Pending’ on your ‘My Account’ page meaning that they have not yet been added to the account balance.
Once your invoice is approved the Connect Points will automatically be transferred to the account balance and can be redeemed.

Why do I need an account?

You need an account so we can assign Connect Points to you every time your company makes a purchase. Without an account we are unable to allocate points.

How do I create an account?

To create an account all you need to do is go back to REHAU Connections homepage and click ‘Register here’. From there you’ll be taken to a page where you can register/create an account. You only need to create an account once.

How many Connect Points can I earn?

The number of Connect Points you can earn is dependent on the purchases made; there is no limit applied whilst the scheme is running.

Can I use my Connect Points for money off my next purchase of REHAU Products?

Connect Points cannot be used for money off REHAU Product purchases; they can only be exchanged for items listed on the ‘Redeem & Select Rewards’ page.

How do I redeem my Connect Points?

To redeem Connect Points you need to go to the ‘Redeem Points & Select Rewards’ page. Here you will see a scrolling list of all the items currently available for you to redeem your Connnect Points against and the number of points required per item. Items that appear ‘greyed out’ in the list are items that are either not currently available or your Connect Points balance is below the points value of the item listed.

What’s the likelihood that my invoice won’t be approved?

It’s very unlikely that your invoice will not be approved. However, should it not be approved then we will email you to notify you of the reason(s) why.
How long will it take for my invoice to be approved?

Approval is usually made within 3 working days of receipt of your invoice copy. (Please note that if you are sending a copy of your invoice by post that it may take longer to receive).

How long does it take for Connect Points to be added to my account?

Connect Points are instantly added to you account and no longer listed as ‘Pending’ when an invoice is approved.

What are ‘Pending Points’?

Pending points are Connect Points which have not yet been approved. Once REHAU Connections have received a copy of your invoice for approval (which can be sent via Freepost, fax or email) please allow up to 3 working days for your Connect Points to be approved and moved from ‘Pending’ to your ‘Account Balance’.

Why do I need to enter a purchase?

You must enter a purchase so your invoice can be verified and you can receive your Connect Points. If you are having trouble entering a purchase then please refer to the ‘Troubleshooting’ section below. If you are still having problems then you can contact Jo Trotman at REHAU Connections and arrange to send a copy of your invoice to her and she will enter the information for you. Email: jo.trotman@rehau.com or call 01989 762751.

How do I enter a purchase?

To enter a purchase click the ‘Enter Purchase’ button and complete all the required sections of the form. (Please note that all required fields are marked with an *).

Why hasn’t my invoice been approved?

If you have sent a copy of your invoice to REHAU Connections via the Freepost address then please allow a little longer for it to arrive. If your Connect Points have still not be approved after 6 working days of sending your invoice to REHAU Connections then please re-send.

If you have sent a copy of your invoice via email then please check the send address is correct (connections@rehau.com). Please check the email size does not exceed 10GB. Please check you have attached a copy of your invoice to the email. Please allow 3 working days after sending your email for your invoice to be approved. If your invoice has still not been approved after 5 working days then please re-send your invoice.

If you have sent a copy of your invoice via fax then please check the telephone number (01989 762 654). If your invoice has still not been approved after 5 working days then please re-send your invoice.

How long will it take for my selected items to arrive when I redeem my points?

Please allow a minimum of 5-7 working days for all orders. Deliveries within the UK should not take longer than 28 working days. If your delivery has still not arrived within this time then please contact Jo Trotman at REHAU Connections.

I recently saw an item listed which I saved my points for but it is no longer listed, what happened?

We periodically change what items are available to redeem and unfortunately if it is not listed then the item it is no longer available.
Why are some of the items listed on the ‘Redeem Points & Select Rewards’ page ‘greyed out’?

If an item is ‘greyed out’ on the ‘Redeem Points & Select Rewards’ page then it is either currently out-of-stock or your Connect Points balance is less than the points value of the item listed.

How do I close my account?

Please contact Jo Trotman either via telephone (01989 762751) or email (jo.trotman@rehau.com) to request your account be closed.

Troubleshooting Questions

I’ve tried to register but it won’t let me, what should I do?

Ensure you have entered information in all the required fields of the registration form (all the fields with an *).
If the problem persists then try enabling cookies on your web browser.
If the problem persists then try using a different web browser to register.If the problem continues then contact Jo at REHAU Connections.

I’ve tried to enter a Purchase but it won’t let me, what should I do?

Ensure you have entered information in all the required fields of the form (all the fields with an *).
If the problem persists then try enabling cookies on your web browser.
If the problem persists then try using a different web browser to register.If the problem continues then contact Jo at REHAU Connections.

I’ve entered a purchase but my points are not showing in my account, what should I do?

Check you have entered all the details correctly on the ‘Enter a Purchase’ form.
Check you ‘Pending Points’ balance and see if your Connect Points have appeared there. If they have then they are awaiting approval from REHAU Connections which will take a maximum of 3 working days from receipt of your invoice.
Check your ‘Transaction History’ to see if your invoice has been rejected. If it has the word ‘unapproved’ will appear in the ‘Approved’ column and you should have received an email from REHAU Connections explaining the reason(s) why your invoice is not approved.If the problem persists then please contact Jo at REHAU Connections.

I’ve redeemed my points but I’ve received the wrong items/wrong size, what should I do?

Please contact Jo Trotman at REHAU Connections.

I’ve redeemed my Connect Points but my items haven’t arrived yet, what should I do?

Please allow a minimum of 5-7 working days from placing your order to delivery on all orders. Deliveries within the UK should not take longer than 28 working days. If your delivery has still not arrived within this time then please contact Jo at REHAU Connections.