Knock Nook Gift Card Terms & Conditions

Last updated: 1 September 2026

These Terms & Conditions apply to both Online Digital Gift Cards and In-Store Physical Gift Cards issued and managed by Knock Nook.

By purchasing, accepting, topping up or using any Knock Nook Gift Card, the purchaser and Gift Card holder agree to be bound by these Terms & Conditions.

Please read these Terms & Conditions carefully before purchasing, accepting, topping up or using a Gift Card, with particular attention to the restrictions applying to each type of Gift Card.

Online Digital Gift Cards and In-Store Physical Gift Cards operate through two separate Gift Card systems and cannot be exchanged, transferred or used across channels.

1. Definitions

1.1 Gift Card

“Gift Card” means a stored-value voucher issued and managed by Knock Nook which contains a prepaid monetary value and may be used towards the future purchase of eligible goods.

Knock Nook currently issues two types of Gift Card:

1. Online Digital Gift Cards; and

2. In-Store Physical Gift Cards.

Unless expressly stated otherwise in these Terms & Conditions, “Gift Card” refers to both types.

1.2 Online Digital Gift Card

An “Online Digital Gift Card” is a digital Gift Card which:

• is sold or issued through the official Knock Nook online store;

• is generated and managed through the Shopify Gift Card system;

• is delivered electronically;

• contains a unique digital Gift Card redemption code; and

• may only be used on the official Knock Nook online store.

Online Digital Gift Cards are normally sent by email to the purchaser or nominated recipient. No physical card is required in order to redeem an Online Digital Gift Card.

1.3 In-Store Physical Gift Card

An “In-Store Physical Gift Card” is a Gift Card which:

• is sold, activated or topped up at a Knock Nook physical store;

• is managed through the Lightspeed Retail X-Series Gift Card system;

• contains a unique card number or barcode;

• is supplied in physical card form; and

• may only be used at designated Knock Nook physical retail locations.

1.4 Issuer

Both Online Digital Gift Cards and In-Store Physical Gift Cards are issued and managed by Knock Nook.

In these Terms & Conditions, “Knock Nook”, “we”, “us”, “our”, “the Store” and “the Issuer” all refer to Knock Nook.

1.5 Purchaser

“Purchaser” means the person who originally purchases a Gift Card or adds additional value to a Gift Card where top-ups are permitted.

1.6 Holder

For an Online Digital Gift Card, the “Holder” means the person who has lawfully obtained and has actual control of the complete Gift Card redemption code.

For an In-Store Physical Gift Card, the “Holder” means the person who has actual possession and control of the original physical Gift Card.

As Gift Cards may be given to another person, these Terms & Conditions apply to the original purchaser, the nominated recipient and any subsequent lawful holder.

2. The Two Types of Gift Card Operate Separately

2.1 Separate Systems

Online Digital Gift Cards and In-Store Physical Gift Cards are issued and managed through different sales and Gift Card systems:

• Online Digital Gift Cards are managed through the Shopify Gift Card system;

• In-Store Physical Gift Cards are managed through the Lightspeed Retail X-Series Gift Card system.

Gift Card numbers, redemption codes, balances, expiry dates, transaction histories and statuses are recorded separately within the relevant system.

2.2 No Cross-Channel Use

Online Digital Gift Cards:

• may only be used on the official Knock Nook online store;

• cannot be used at a Knock Nook physical store; and

• cannot be redeemed through the Lightspeed in-store point-of-sale system.

In-Store Physical Gift Cards:

• may only be used at designated Knock Nook physical stores;

• cannot be used on the official Knock Nook online store; and

• cannot be redeemed through the Shopify online checkout.

2.3 No Conversion, Combination or Transfer

Unless otherwise required by applicable law, Online Digital Gift Cards and In-Store Physical Gift Cards cannot be:

• converted from one type into the other;

• transferred between systems;

• combined into a single balance;

• exchanged for one another;

• used to top up the other type of Gift Card;

• transferred between systems by means of a refund; or

• otherwise used across the two separate Gift Card systems.

A customer may not request conversion of an Online Digital Gift Card into an In-Store Physical Gift Card, or vice versa, simply because the Gift Card is inconvenient to use, the wrong type was purchased, the recipient prefers a different shopping channel, or for any similar reason.

2.4 Responsibility to Check Before Purchase

It is the purchaser’s responsibility to confirm before payment whether they are purchasing:

• an Online Digital Gift Card; or

• an In-Store Physical Gift Card.

The relevant Gift Card product page, sales information, email or physical card will identify the channel in which the Gift Card may be used.

Purchasers and Holders should ensure that the type of Gift Card purchased or accepted is suitable for their intended use.

3. Activation and Issue

3.1 Online Digital Gift Cards

An Online Digital Gift Card will be issued once:

• the purchaser has successfully placed an order through the official Knock Nook online store;

• the relevant payment has been authorised or confirmed;

• the Gift Card order has been processed in accordance with our procedures; and

• Shopify has generated the relevant unique redemption code.

The purchaser or nominated recipient will normally receive the Online Digital Gift Card and its redemption code by email.

If payment fails, is declined, reversed, charged back or reasonably suspected to be fraudulent, we may suspend delivery, deactivate or cancel the relevant Online Digital Gift Card.

3.2 In-Store Physical Gift Cards

An In-Store Physical Gift Card becomes valid once payment has been completed and the Gift Card has been successfully activated through the Lightspeed sales system.

An unactivated physical Gift Card:

• has no available balance;

• cannot be used as a payment method; and

• does not, by itself, represent that Knock Nook has received payment for the relevant Gift Card value.

3.3 Checking Information

Purchasers of an Online Digital Gift Card should check:

• the order amount;

• the Gift Card value;

• the recipient’s email address;

• the order confirmation information; and

• the Gift Card information received.

Purchasers of an In-Store Physical Gift Card should check:

• the physical Gift Card;

• the activated value;

• the card number;

• the receipt; and

• the expiry date shown on the receipt.

Any error should be reported to Knock Nook as soon as reasonably possible.

4. Balances and System Records

4.1 Online Digital Gift Card Balances

The available balance, redemption status and transaction history of an Online Digital Gift Card will be determined by the records held within the Shopify Gift Card system.

4.2 In-Store Physical Gift Card Balances

The available balance, activation status, expiry date and transaction history of an In-Store Physical Gift Card will be determined by Knock Nook’s records within the Lightspeed sales system.

4.3 Separate System Records

The balance of an Online Digital Gift Card held within Shopify will not appear as an In-Store Physical Gift Card balance within Lightspeed.

The balance of an In-Store Physical Gift Card held within Lightspeed will not appear as an Online Digital Gift Card balance within Shopify.

The fact that a Gift Card cannot be found in one system does not mean that it is valid within the other system and does not create any right to cross-system enquiry, conversion or redemption.

4.4 Differences Between Records

If a screenshot, email, handwritten note, printed document, card information or any other non-system record held by a customer differs from the relevant Gift Card system record, Knock Nook will, following reasonable verification, rely on the legitimate record confirmed within the relevant system.

5. Validity and Expiry

5.1 Standard Validity Period

Unless a specific Gift Card product page, card or issue notice expressly states otherwise, each Knock Nook Gift Card is valid for 18 months from the date on which it is first successfully issued or activated.

For this purpose:

• the validity period for an Online Digital Gift Card begins on the date it is successfully issued within Shopify;

• the validity period for an In-Store Physical Gift Card begins on the date it is first successfully activated within Lightspeed.

5.2 Use on the Expiry Date

A Gift Card may be used up to and including the expiry date shown within the relevant system.

After the expiry date has passed, the Gift Card will no longer be valid.

5.3 How the Expiry Date Is Communicated

The expiry date of an Online Digital Gift Card may be shown in:

• the Gift Card email;

• the Gift Card balance page;

• the Gift Card product description;

• the order confirmation; or

• the relevant Shopify records.

The expiry date of an In-Store Physical Gift Card will normally be shown on:

• the purchase or top-up receipt;

• the Gift Card record within Knock Nook’s Lightspeed system; or

• relevant sales information.

5.4 Holder Responsibilities

The purchaser and Holder are responsible for:

• confirming the type of Gift Card;

• checking the expiry date;

• keeping the Gift Card code, physical card and relevant supporting documents safe;

• using the Gift Card balance before expiry; and

• contacting Knock Nook promptly if they have any questions.

Failure to receive an expiry reminder, failure to check an email, an email being delivered to a spam or junk folder, loss of a receipt, failure to make an enquiry or simply forgetting to use a Gift Card will not automatically extend its validity.

5.5 Consequences of Expiry

Once a Gift Card has expired:

• it can no longer be used as payment;

• any unused balance will expire;

• an expired balance cannot be exchanged for cash;

• an expired balance cannot be transferred to another Gift Card;

• an expired balance cannot be transferred to the other Gift Card system;

• an expired balance cannot be used to purchase a new Gift Card; and

• the Gift Card will not automatically be reinstated simply because the Holder later wishes to use it.

Unless otherwise required by applicable law, Knock Nook is under no obligation to extend the validity period, reinstate an expired balance, issue a replacement Gift Card or provide other compensation.

Any exception made in an individual case does not create an obligation for Knock Nook to provide the same treatment in future cases.

6. Top-Ups and Additional Value

6.1 Online Digital Gift Cards

Unless Knock Nook expressly provides a top-up facility on its website or in the relevant Gift Card information, Online Digital Gift Cards cannot be topped up by customers.

If a purchaser wishes to give an additional amount, a new Online Digital Gift Card should be purchased.

A newly purchased Online Digital Gift Card:

• will have its own unique redemption code;

• will have its own separate balance;

• will have its own validity period based on its individual issue date; and

• will not automatically be combined with an existing Online Digital Gift Card.

6.2 In-Store Physical Gift Cards

An In-Store Physical Gift Card which has not expired, been cancelled, frozen or otherwise deactivated and which remains in good standing may be topped up multiple times at a Knock Nook physical store.

Each top-up must:

• be made with the original physical Gift Card presented;

• take place at a Knock Nook physical store;

• be processed through the Lightspeed sales system;

• be accompanied by the relevant payment; and

• be successfully confirmed by the system.

Knock Nook does not accept photographs, screenshots, handwritten card numbers, verbally provided card numbers or electronic copies for the purpose of topping up an In-Store Physical Gift Card.

6.3 Top-Ups Do Not Extend the Expiry Date

A later top-up to an In-Store Physical Gift Card does not extend, renew or restart its validity period.

The expiry date of an In-Store Physical Gift Card is always calculated from the date of its first activation.

Any additional amounts added later will expire on the same date as the original balance.

6.4 Example

If an In-Store Physical Gift Card is first activated on 1 January 2026, its 18-month validity period will expire on 1 July 2027.

Even if the Holder tops up the Gift Card again on 1 December 2026 or 1 March 2027, the Gift Card and all additional amounts will still expire on 1 July 2027.

6.5 Gift Cards Which Cannot Be Topped Up

An In-Store Physical Gift Card cannot be topped up if it:

• has expired;

• has been cancelled;

• has been frozen or deactivated;

• is suspected of fraud or unauthorised use;

• cannot be verified through the Lightspeed system;

• is not presented in its original physical form;

• has a card number which cannot be read or verified;

• shows obvious signs of tampering or copying; or

• is otherwise reasonably considered by Knock Nook to be unsuitable for further top-ups.

7. Where Online Digital Gift Cards May Be Used

7.1 Designated Website

Online Digital Gift Cards may only be used on the official Knock Nook online store:

www.knocknook.co.uk

The Holder must enter the complete Online Digital Gift Card redemption code in the appropriate Gift Card or redemption field during a valid checkout process.

7.2 Not Valid In Store

Online Digital Gift Cards cannot be used for:

• purchases at a Knock Nook physical store;

• transactions through the Lightspeed in-store point-of-sale system;

• telephone payments;

• manual entry of the Gift Card code in store;

• in-store reservations or holds;

• shopping-centre or other third-party tills; or

• any transaction which is not completed through the official Knock Nook online checkout.

Presenting an Online Digital Gift Card email, redemption code, QR code, screenshot or balance page to store staff does not make it a valid form of in-store payment.

7.3 Other Online Channels

Unless Knock Nook expressly confirms otherwise in writing, Online Digital Gift Cards cannot be redeemed through:

• third-party shopping platforms;

• other retail websites;

• direct orders through social media;

• email orders;

• telephone orders;

• third-party payment links;

• another brand’s website; or

• any checkout channel which does not form part of www.knocknook.co.uk.

7.4 Website Domain or Technical Changes

If the official Knock Nook website domain, checkout system or e-commerce platform changes in future, Knock Nook may publish an updated valid redemption channel on its website.

A technical or domain change will not automatically convert an Online Digital Gift Card into an In-Store Physical Gift Card.

8. Where In-Store Physical Gift Cards May Be Used

8.1 Designated Physical Store

In-Store Physical Gift Cards may currently only be used at:

Knock Nook
Level 1, Unit 39, Princes Square
48 Buchanan Street
Glasgow
G1 3JN

8.2 Not Valid Online

In-Store Physical Gift Cards cannot be used through:

• www.knocknook.co.uk;

• Shopify online checkout;

• other online shops;

• telephone orders;

• social media orders;

• email orders;

• third-party platforms;

• another brand’s store or website; or

• any transaction which is not processed through Knock Nook’s Lightspeed in-store point-of-sale system.

8.3 Changes to Store Location

If Knock Nook changes the address of its physical store, the new location at which In-Store Physical Gift Cards may be redeemed may be published on our website or displayed in store.

A change of address does not convert an In-Store Physical Gift Card into an Online Digital Gift Card.

9. Redeeming an Online Digital Gift Card

9.1 Redemption Code

An Online Digital Gift Card is redeemed using its unique redemption code.

The Holder must enter the code in the appropriate Gift Card or redemption field during checkout at www.knocknook.co.uk.

9.2 Validity of the Code

An Online Digital Gift Card may only be used where:

• the redemption code is correct;

• the Gift Card has been successfully issued;

• the Gift Card remains active;

• the Gift Card has not expired;

• there is an available balance;

• the Gift Card has not been deactivated, cancelled or frozen; and

• the relevant transaction is not subject to a reasonable fraud or unusual-activity concern.

9.3 Keeping the Code Secure

An Online Digital Gift Card redemption code should be treated like cash.

The Holder should not:

• publish the complete redemption code on a public platform;

• send the code to someone they do not trust;

• post the complete code on social media, group chats or public comments;

• provide the code to a stranger claiming to verify the balance; or

• enter the code on any website other than an official Knock Nook checkout page.

Anyone who obtains a complete and valid Gift Card redemption code may potentially use the balance without further identity verification.

9.4 Email Is Not Conclusive Proof of Ownership

Receiving, forwarding or possessing an Online Digital Gift Card email does not necessarily prove that the person concerned is the sole lawful Holder.

Where the same redemption code is held or claimed by more than one person, Knock Nook may make reasonable checks using system records, the original order information and the actual redemption history.

10. Presentation and Redemption of In-Store Physical Gift Cards

10.1 Original Physical Card Required

To use an In-Store Physical Gift Card as payment at a Knock Nook store, the Holder must present the original physical Gift Card to a member of staff.

Possession or knowledge of the card number alone does not establish a right to use the balance.

10.2 Standard Redemption Requirements

An In-Store Physical Gift Card may only be accepted as payment where:

• the original physical Gift Card is presented;

• the card number or barcode is clear, complete and can be checked, entered or scanned;

• the card does not appear to have been altered, copied, replaced or tampered with;

• the card can be identified within the Lightspeed system;

• the card is shown as active within Lightspeed;

• the card has not expired, been cancelled, frozen or deactivated;

• the card has sufficient balance, or the Holder agrees to pay any shortfall using another accepted payment method; and

• there is no reasonable concern regarding fraud, theft or disputed ownership.

If the card cannot be scanned but the original physical card and complete card number can still be verified, staff may attempt to enter the card number manually.

10.3 Forms Not Normally Accepted

Knock Nook does not normally accept any of the following as a substitute for an original In-Store Physical Gift Card:

• a verbally provided card number;

• a handwritten or printed card number;

• a photograph of the physical Gift Card;

• a screenshot;

• an image forwarded through a messaging service;

• a card number or image contained in an email;

• a photocopy of the physical card;

• a photograph, screenshot or printout of the barcode; or

• a purchase receipt without the original physical Gift Card.

10.4 Online Codes Are Not a Substitute

An Online Digital Gift Card email, code, QR code, screenshot or balance page is not an In-Store Physical Gift Card and cannot be used as an in-store substitute.

10.5 Irregular or Damaged Cards

Knock Nook may refuse redemption and require further verification if:

• the card number or barcode is obscured, scratched off or unreadable;

• the card appears to have been altered, re-labelled or modified;

• the card number does not match the system record;

• the card appears to have been copied or counterfeited;

• the same card number has already been used or claimed by another person;

• the system shows the card as expired, cancelled, frozen, deactivated or having no remaining balance; or

• the transaction record shows another irregularity.

11. Checking a Gift Card Balance

11.1 Online Digital Gift Cards

A Holder may check the balance of an Online Digital Gift Card through any relevant balance facility provided in the Gift Card email or on the official Knock Nook online store.

If assistance is required, the Holder may contact Knock Nook and may be asked to provide:

• the original order number;

• the purchaser’s or recipient’s email address;

• the last few characters of the Gift Card code; and

• any other information reasonably required for verification.

For security reasons, Knock Nook may refuse to disclose a complete redemption code through an insecure or unverifiable communication channel.

11.2 In-Store Physical Gift Cards

A Holder may visit the Knock Nook physical store and present the original physical Gift Card to check:

• the current balance;

• the status of the card; and

• the expiry date.

Knock Nook will not normally provide an In-Store Physical Gift Card balance solely on the basis of a verbally supplied card number, photograph, screenshot, handwritten card number or electronic copy.

11.3 No Cross-System Balance Enquiries

Store staff cannot use Lightspeed to confirm the balance of an Online Digital Gift Card.

Online customer service or Shopify facilities cannot display an In-Store Physical Gift Card as an Online Digital Gift Card balance.

Customers should use the enquiry method applicable to the type of Gift Card they hold.

12. Eligible and Excluded Purchases

12.1 General Merchandise

Unless otherwise stated in these Terms & Conditions or in the conditions applying to a specific product:

• Online Digital Gift Cards may be used towards eligible products available on the official Knock Nook online store;

• In-Store Physical Gift Cards may be used towards eligible products available at the Knock Nook physical store.

12.2 Gift Cards Cannot Be Used to Purchase Other Gift Cards

No Knock Nook Gift Card may be used to:

• purchase another Online Digital Gift Card;

• purchase another In-Store Physical Gift Card;

• top up another Gift Card;

• transfer a balance into a new Gift Card for the purpose of extending its validity;

• redeem value for cash;

• obtain cash back;

• purchase cash-equivalent products; or

• complete any transaction which Knock Nook reasonably considers to involve cash extraction, money laundering, fraud or avoidance of an expiry date.

12.3 Restrictions on Certain Products

Certain goods, services or promotions may not accept Gift Card payment due to:

• legal or regulatory requirements;

• supplier policies;

• specific promotional conditions;

• product-specific terms of sale;

• system or technical limitations;

• delivery or subscription arrangements; or

• fraud-prevention and risk-management requirements.

Where such restrictions apply, Knock Nook will seek to identify them on the relevant product page, in store or within the applicable promotional terms.

13. Part-Payments and Remaining Balances

13.1 Partial Redemption

A Holder does not need to use the entire Gift Card balance in one transaction.

Where the transaction value is less than the available Gift Card balance:

• only the amount actually used will be deducted;

• the remaining value will stay on the original Gift Card; and

• the remaining balance will continue to be subject to the original expiry date.

13.2 Insufficient Balance

Where the Gift Card balance is insufficient to pay for the entire transaction, the Holder may, where supported by the relevant system:

• apply the available Gift Card balance towards the purchase; and

• pay the remaining amount using another payment method accepted through the relevant sales channel.

13.3 No Cash Change

Unused Gift Card balance will not be returned as cash and will not automatically be refunded to a payment card, bank account or other payment method.

13.4 Multiple Gift Cards

Where supported by the relevant system, Knock Nook may allow more than one Gift Card of the same type to be used in a single transaction.

However:

• Online Digital Gift Cards and In-Store Physical Gift Cards cannot be combined in the same transaction;

• In-Store Physical Gift Cards cannot be used for online orders;

• Online Digital Gift Cards cannot be used for in-store transactions; and

• Knock Nook is under no obligation to combine the balances of multiple Gift Cards.

14. Cash Value and Fees

A Gift Card:

• is not a bank account;

• is not a credit or debit card;

• is not a savings account;

• is not an electronic money account;

• cannot be withdrawn as cash;

• cannot be exchanged for cash;

• does not earn interest; and

• except where required by law, has no cash claim value beyond the usable balance held on the Gift Card.

Knock Nook does not currently charge monthly fees, account management fees or inactivity fees against Gift Card balances.

The absence of such fees does not affect the expiry provisions contained in these Terms & Conditions.

15. Cancellation and Refund of Gift Card Purchases

15.1 In-Store Physical Gift Cards

Once an In-Store Physical Gift Card has been purchased at a Knock Nook physical store and successfully activated, the purchase is generally non-cancellable, non-refundable and cannot be exchanged for cash unless:

• the card was not correctly activated due to an error by Knock Nook;

• the activated amount differs from the amount actually paid;

• the purchaser was charged twice;

• another sales or technical error caused by Knock Nook occurred;

• a refund is required by law; or

• Knock Nook agrees otherwise in writing.

A change of mind, purchase of the wrong type of Gift Card, difficulty for the recipient in visiting the physical store or a preference to use the balance online will not normally constitute grounds for a refund or conversion.

15.2 Online Digital Gift Cards

Online Digital Gift Cards are sold remotely.

Any cancellation or refund rights which may apply to the purchase of an Online Digital Gift Card will be subject to applicable consumer law and the actual issue, delivery, use and refund status of the Gift Card.

A customer who wishes to cancel an unused Online Digital Gift Card should contact Knock Nook as soon as possible and provide the relevant order information.

15.3 Online Digital Gift Cards Which Have Been Used

Where an Online Digital Gift Card has:

• been used in whole or in part;

• been used to complete an order;

• been transferred to another person and used by that person;

• become involved in fraud or a payment dispute; or

• been deactivated due to a refund, chargeback or other reason,

Knock Nook may determine whether cancellation or refund is possible having regard to applicable law, actual use of the Gift Card and the relevant system records.

15.4 Deactivation Following Refund

If Knock Nook agrees to refund the amount paid to purchase a Gift Card, the relevant Gift Card may be:

• deactivated;

• cancelled;

• frozen; or

• adjusted to a zero balance.

Once the purchase price of a Gift Card has been refunded, the customer must not continue to use the Gift Card or its redemption code.

15.5 Statutory Rights

Nothing in this section limits any statutory consumer right which cannot lawfully be excluded.

16. Returning Goods Purchased With a Gift Card

16.1 General Returns Rules

A Gift Card is a method of payment.

Products purchased using a Gift Card remain subject to:

• Knock Nook’s returns policy in force at the relevant time;

• any restrictions applying to the product concerned; and

• any statutory consumer rights which cannot lawfully be excluded.

16.2 Refunds to the Same Gift Card System

Where Knock Nook agrees to refund a product purchased using a Gift Card, the amount originally paid by Gift Card will normally be returned to the same Gift Card system.

Accordingly:

• an amount paid using an Online Digital Gift Card will normally be returned to the original Online Digital Gift Card or, where necessary, to a new Online Digital Gift Card issued through Shopify;

• an amount paid using an In-Store Physical Gift Card will normally be returned to the original In-Store Physical Gift Card or, where necessary, to a replacement In-Store Physical Gift Card issued through Lightspeed or at the physical store.

16.3 No Cross-System Refunds

Amounts paid using an Online Digital Gift Card on an online order will not be refunded to an In-Store Physical Gift Card.

Amounts paid using an In-Store Physical Gift Card for an in-store transaction will not be refunded to an Online Digital Gift Card.

A customer cannot use a return to transfer value from one Gift Card system into the other.

16.4 No Cash Refund

An amount originally paid using a Gift Card will not normally be refunded as cash, a payment-card refund or a bank transfer.

Where a transaction was paid using both a Gift Card and another payment method, Knock Nook will allocate the refund having regard to the original payment methods, system functionality and the applicable returns policy.

16.5 Validity Period Following a Refund

An amount refunded back to an original or replacement Gift Card will not automatically receive a new full 18-month validity period and will not automatically extend the original expiry date.

Knock Nook will determine a reasonable treatment and applicable validity period having regard to:

• the original transaction date;

• the original Gift Card expiry date;

• the reason for the return;

• applicable consumer rights; and

• the processing methods supported by the relevant system.

17. Discounts, Promotions and Loyalty Points

17.1 Purchasing a Gift Card

Unless a specific promotion expressly states otherwise, purchasing any type of Gift Card:

• does not qualify for a student discount;

• does not qualify for an employee discount;

• does not qualify for other general merchandise discounts;

• does not count towards a spend threshold for a free gift;

• does not count towards a promotional free-gift threshold;

• does not earn Knock Nook Loyalty Points; and

• cannot have its face value reduced using a general promotional or discount code.

17.2 Using a Gift Card to Purchase Goods

Whether a purchase made using a Gift Card:

• earns Loyalty Points;

• qualifies for a student discount;

• qualifies for another discount;

• participates in a promotion; or

• qualifies for a free gift,

will depend on the rules applying to the relevant product, sales channel and promotion on the date of the transaction.

17.3 No Duplicate Benefits

A Holder may not obtain duplicate points, discounts, free gifts or other benefits for the same underlying value by using multiple steps involving the purchase, top-up and subsequent redemption of a Gift Card.

18. Lost, Stolen and Unauthorised Use

18.1 Online Digital Gift Card Codes

A complete Online Digital Gift Card redemption code should be treated like cash.

A Gift Card balance may be used without authorisation if the Holder:

• deletes or loses the Gift Card email;

• sends the code to the wrong person;

• publishes the code on a public platform;

• becomes the victim of phishing or fraud;

• allows another person to use the code; or

• fails to keep their email account secure.

18.2 Re-Sending an Online Gift Card

If the original purchaser or nominated recipient loses the Online Digital Gift Card email, Knock Nook may, following reasonable identity and order verification, re-send the Gift Card information to the relevant email address recorded in the system.

Re-sending an email will not restore any balance already used before the email was re-sent.

18.3 In-Store Physical Gift Cards

An In-Store Physical Gift Card and its card number should be treated like cash.

If an In-Store Physical Gift Card is lost or stolen, Knock Nook will not normally be responsible for issuing a replacement, providing a refund or restoring the balance.

Photographs, screenshots, handwritten card numbers, verbally provided card numbers and purchase receipts are not normally accepted as substitutes for the original physical Gift Card.

18.4 Exceptional Verification

Where a Holder can provide sufficient information to allow Knock Nook reasonably to verify:

• the original purchase transaction;

• the lawful origin of the Gift Card;

• the relevant card number or redemption code;

• that the remaining balance has not been used; and

• that the applicant has a reasonable entitlement to request assistance,

Knock Nook may, at its discretion, decide whether to freeze the original Gift Card or provide a replacement arrangement within the same Gift Card system.

Any such replacement arrangement does not create a general obligation on Knock Nook to replace lost Gift Cards.

19. Damaged In-Store Physical Gift Cards

Where an In-Store Physical Gift Card is damaged but the Holder still possesses the original card, the Holder may bring the following to the Knock Nook store for inspection:

• the damaged original physical Gift Card;

• the original purchase or top-up receipt; and

• any other reasonably requested verification information.

Where Knock Nook can safely identify the card within the Lightspeed system and confirm that:

• the card has not been tampered with;

• the balance has not been used;

• the Gift Card remains valid; and

• there is no dispute concerning ownership or fraud,

Knock Nook may, at its discretion:

• manually enter the card number to process a transaction;

• transfer the balance to a replacement In-Store Physical Gift Card; or

• use another appropriate method within the same Gift Card system.

A damaged In-Store Physical Gift Card balance cannot be transferred to an Online Digital Gift Card.

20. Gifting and Transfer to Another Person

20.1 Gift Cards May Be Given to Others

Both Online Digital Gift Cards and In-Store Physical Gift Cards may be given to another person as a gift.

20.2 Transferring an Online Digital Gift Card

An Online Digital Gift Card may be given to another person by forwarding the relevant Gift Card email or complete redemption code.

The person giving the Gift Card should ensure that:

• the recipient information is correct;

• the code is sent securely;

• they do not continue to use the code after giving it to another person; and

• the code has not been obtained by an unauthorised person.

20.3 Transferring an In-Store Physical Gift Card

When giving an In-Store Physical Gift Card to another person, the original physical Gift Card must be handed to the recipient.

Sending only a card number, photograph, screenshot or barcode by text message, email, messaging service or other electronic method does not create a form of redemption which Knock Nook is required to accept in store.

20.4 Transfer Does Not Change the Gift Card

Giving a Gift Card to another person does not change:

• its original issue or activation date;

• its expiry date;

• its available balance;

• the channel in which it may be used;

• the system through which it is managed; or

• any other applicable terms.

An Online Digital Gift Card remains online-only after it has been given to another person.

An In-Store Physical Gift Card remains in-store-only after it has been given to another person.

20.5 Risks Associated With Transfer

Any incorrect delivery, disclosure of a redemption code, loss of a physical card or dispute between the parties involved in transferring a Gift Card is the responsibility of those parties.

Knock Nook is not normally required to verify whether the person using a Gift Card is the original purchaser or originally nominated recipient.

21. Third-Party Brands, Trade Marks and Gift Card Designs

21.1 Gift Cards Are Issued Independently by Knock Nook

All Knock Nook Gift Cards are issued, sold, promoted, activated, managed and redeemed independently by Knock Nook.

Unless expressly stated otherwise in writing, no Gift Card is issued, managed, guaranteed or accepted by any brand owner, manufacturer, supplier, licensor, distributor or other third party whose products are sold by Knock Nook.

21.2 Third-Party Brands and Intellectual Property

Online Gift Card pages, digital Gift Card designs, emails, physical cards, packaging, card holders, promotional posters, website content, social media posts, receipts or other sales materials may display third-party:

• brand names;

• trade marks;

• logos;

• product names;

• product images;

• characters;

• design elements; or

• other related content.

Such content is used only to illustrate, promote or identify products or product categories which customers may be able to purchase from Knock Nook.

21.3 No Third-Party Issuance or Guarantee

The appearance of a third-party brand name, logo, product image or design element does not mean that:

• the Gift Card is issued by that brand;

• the Gift Card is managed by that brand;

• the Gift Card is guaranteed or accepted by that brand;

• Knock Nook and the brand have jointly issued the Gift Card;

• the brand is responsible for the balance, expiry date or redemption of the Gift Card;

• the Gift Card may be used at that brand’s own stores or website; or

• the brand sponsors, endorses or participates in the Knock Nook Gift Card programme.

21.4 Gift Cards Cannot Be Used With Third-Party Brands Directly

Knock Nook Gift Cards cannot be used at:

• the relevant brand’s own physical stores;

• the relevant brand’s official website or online shop;

• the relevant brand’s franchise or directly operated stores;

• other authorised retailers;

• department stores or third-party marketplaces;

• the brand’s pop-up shops, exhibitions or events; or

• any other channel which Knock Nook has not designated as accepting the relevant Gift Card.

21.5 Availability of Brands and Products

The appearance of a particular brand, product or character on a Gift Card or promotional material does not guarantee that the relevant brand or product will remain available throughout the Gift Card’s validity period.

If a product becomes out of stock, discontinued, recalled, withdrawn from sale or is no longer sold by Knock Nook, the Holder may use the Gift Card towards other eligible goods through the sales channel applicable to that Gift Card.

The unavailability or discontinuation of a particular product does not automatically create a right to a cash refund, conversion of the Gift Card type or extension of the expiry date.

22. Fraud, Errors and Improper Use

22.1 Action We May Take

Where Knock Nook has reasonable grounds to suspect fraud, error, unauthorised use or another irregularity involving a Gift Card, we may:

• refuse redemption;

• suspend use;

• freeze the balance;

• request proof of purchase or order information;

• deactivate or cancel the Gift Card;

• reverse a balance created by a system error;

• suspend a refund or balance transfer;

• contact a payment provider or technical platform for verification; or

• take any other reasonably necessary action.

22.2 Examples of Irregular Activity

Such action may be taken where:

• a card number or redemption code has been forged, copied or altered;

• someone attempts to guess or test large numbers of Gift Card codes;

• the Gift Card was purchased using a stolen payment card or unauthorised payment method;

• the original payment has been charged back, reversed or disputed;

• a balance was created by a system or operational error;

• the Gift Card is used for cash extraction, money laundering or avoidance of an expiry date;

• the same code or card is claimed by more than one person;

• a customer attempts to use a Gift Card across the online and in-store systems;

• a customer refuses to provide reasonable verification information; or

• the transaction otherwise shows clear signs of irregular activity.

22.3 Investigation and Removal of Restrictions

Where reasonably practicable, Knock Nook will investigate having regard to the nature of the incident.

If an investigation confirms that the Gift Card was lawfully obtained, the balance is correct and no improper use has occurred, Knock Nook will remove the relevant restriction or take other appropriate action as circumstances require.

22.4 Reporting Suspected Illegal Activity

Knock Nook reserves the right to report suspected fraud, theft, money laundering or other unlawful activity to:

• payment providers;

• banks or card issuers;

• Shopify;

• Lightspeed;

• other technology service providers;

• law enforcement authorities; or

• any other body legally authorised to deal with the matter.

23. Systems, Website and Technical Problems

23.1 Reliance on Technology

The issue, activation, balance enquiry and redemption of Gift Cards depend on the proper operation of various systems and services, including:

• Shopify;

• Lightspeed Retail X-Series;

• the official Knock Nook website;

• internet connectivity;

• electricity supply;

• email services;

• payment services;

• barcode-reading equipment; and

• other relevant technical services.

23.2 Temporary Unavailability

Where a Gift Card cannot immediately be used due to a system failure, website outage, internet problem, platform maintenance, software error, equipment failure or another circumstance outside Knock Nook’s reasonable control, Knock Nook may ask the Holder to:

• try again later;

• use the Gift Card once the relevant system is restored; or

• use another payment method accepted through the relevant sales channel for the current transaction.

23.3 No Automatic Change of Channel

If Shopify, the Knock Nook website or the online checkout system is temporarily unavailable, an Online Digital Gift Card does not thereby become valid for use in store.

If Lightspeed or the in-store point-of-sale system is temporarily unavailable, an In-Store Physical Gift Card does not thereby become valid for use online.

23.4 No Automatic Cash Redemption

Temporary inability to process a Gift Card does not automatically entitle the Holder to:

• redeem the balance for cash;

• request a payment-card refund;

• convert the Gift Card into another type;

• transfer the balance to the other Gift Card system; or

• receive additional compensation.

23.5 Balances Created by System Error

If a Gift Card balance is increased as a result of an obvious system error, duplicate processing, an unpaid transaction or an operational error, Knock Nook may correct the balance following reasonable verification.

Knock Nook is not required to honour value which has not been paid for or lawfully obtained simply because a temporary system error displays that amount.

24. Limitation of Liability

24.1 Liability Which Cannot Be Excluded

Nothing in these Terms & Conditions excludes or limits:

• liability for death or personal injury caused by our negligence;

• liability for fraud or fraudulent misrepresentation;

• statutory consumer rights which cannot lawfully be excluded; or

• any other liability which applicable law does not permit us to exclude or limit.

24.2 Loss Caused by the Holder

To the extent permitted by law, Knock Nook is not responsible for loss of Gift Card value resulting from:

• loss of an In-Store Physical Gift Card by the Holder;

• theft of the Gift Card;

• disclosure of an Online Digital Gift Card redemption code or physical Gift Card number;

• publication of a Gift Card photograph, screenshot, barcode or code;

• sending the Gift Card to the wrong person;

• failure to keep an email account secure;

• purchase of a type of Gift Card which does not meet the Holder’s intended needs;

• attempted use of a Gift Card through the wrong sales channel;

• failure to use the balance before expiry; or

• a dispute between parties involved in gifting or transferring the Gift Card.

24.3 Reasonable Verification Measures

Where Knock Nook freezes, suspends, refuses redemption of or verifies a Gift Card because of reasonable concerns relating to fraud, security, system records or ownership, and the action taken is no more extensive than reasonably necessary, this will not constitute an unjustified refusal to honour the Gift Card.

25. Changes to These Terms & Conditions

25.1 Reasons for Making Changes

Knock Nook may reasonably amend these Terms & Conditions due to:

• changes in law or regulation;

• changes to Shopify or Lightspeed functionality;

• changes to our website, physical store address or sales channels;

• changes in fraud or security risk;

• changes to payment or refund processes;

• changes to promotions or loyalty schemes; or

• the need to clarify a provision, correct an error or improve customer understanding.

25.2 Normally No Retrospective Detriment

Except where required by law, consumer protection requirements, fraud prevention or correction of an obvious error:

• revised Terms & Conditions will normally apply to Gift Cards issued after the changes take effect;

• the expiry period of an existing Gift Card will not be retrospectively shortened solely because of a later policy change;

• changes which materially disadvantage an existing balance will not be applied retrospectively without reasonable justification; and

• Knock Nook will seek to deal with existing Gift Cards fairly, reasonably and transparently.

25.3 Publication of Changes

The latest version of these Terms & Conditions will be published on the official Knock Nook website and will display the date on which it was last updated.

Where a change materially affects the use of Gift Cards already issued, Knock Nook may notify customers through its website, by email, through an in-store notice or by another reasonable method.

26. Interpretation and Severability

26.1 Headings

Headings are included for convenience only and do not affect the interpretation of these Terms & Conditions.

26.2 Interpretation

Where any provision of these Terms & Conditions is ambiguous, it will be interpreted fairly, transparently and reasonably, having regard to applicable consumer law.

26.3 Severability

If any provision or part of these Terms & Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision or part will cease to apply only to the extent necessary.

The remaining provisions will continue in full force and effect.

27. Exceptions and Reservation of Rights

If Knock Nook does not immediately exercise a right available under these Terms & Conditions in a particular case, this does not mean that Knock Nook permanently waives that right.

If Knock Nook provides an exception, additional assistance or special arrangement in an individual case, this does not mean that:

• Knock Nook accepts that it was legally required to provide that arrangement;

• these Terms & Conditions have been amended;

• another customer automatically has a right to the same treatment; or

• Knock Nook is prevented from enforcing these Terms & Conditions in future.

28. Third-Party Rights

Except for a lawful Holder of a Gift Card, no other person has a right to enforce these Terms & Conditions.

The appearance of a third-party brand name, trade mark, logo, product or design element on a Gift Card or promotional material does not make that third party a party to the Gift Card contract.

29. Governing Law and Jurisdiction

These Terms & Conditions and any dispute relating to a Knock Nook Gift Card are governed by the laws of Scotland.

Without affecting any right a consumer may have to bring proceedings in the courts of their place of residence, disputes will be dealt with by the Scottish courts having appropriate jurisdiction.

If a consumer lives elsewhere in the United Kingdom, any mandatory rights available to them under applicable consumer law are unaffected by these Terms & Conditions.

30. Contact Us

If you have any questions about Gift Card type, balance, activation status, redemption, expiry date or these Terms & Conditions, please contact:

Knock Nook
Level 1, Unit 39, Princes Square
48 Buchanan Street
Glasgow
G1 3JN

Website: www.knocknook.co.uk
Email: info@knocknook.co.uk
Telephone: 07840 170353

To help us deal with your enquiry, please provide the relevant information for the type of Gift Card concerned.

For an Online Digital Gift Card, this may include:

• the original order number;

• the purchaser’s or recipient’s email address;

• the purchase date;

• the Gift Card value; and

• the last few characters of the redemption code.

For an In-Store Physical Gift Card, this may include:

• the original physical Gift Card;

• the original purchase or top-up receipt;

• the approximate purchase date; and

• the purchase or top-up amount.

Please do not publish or disclose a complete Gift Card code, card number, photograph or barcode through public comments, public social media posts or any other public channel.

31. Statutory Rights

These Terms & Conditions explain the rules governing the purchase, issue, top-up, use and administration of Knock Nook Online Digital Gift Cards and In-Store Physical Gift Cards.

Nothing in these Terms & Conditions affects any statutory rights which consumers have under applicable consumer protection law and which cannot lawfully be excluded or restricted.