Frequently asked questions

My Account

Who is eligible to participate in the scheme?

Practice and laboratory owners and managers who have the explicit permission of the practice owner can participate in this scheme. This programme is open to customers in the UK, Northern Ireland and Ireland.


What do I need to apply?

Your Henry Schein account number and your GDC number. If you are an SOE customer and do not have a Henry Schein account, we can set up an account for you – simply call the Rewards team on 0800 0838 559 if you are in the UK or Northern Ireland, 0145 652 88 if you are in Dublin or 0214 297 818 if you are in Cork, and we will take you through the process.


I have more than one Henry Schein account, what do I do?

The easiest option is to open one Rewards account for each of your Henry Schein accounts. You will need an email address for each of the accounts you have – you will need to apply each time.

If you are not able to have multiple email addresses, or you simply want all your Henry Schein accounts merged into one Rewards account, simply register an account as your primary Rewards account, then give the support team a call on 0800 0838 559 if you are in the UK or Northern Ireland, 0145 652 88 if you are in Dublin or 0214 297 818 if you are in Cork, and they will do the rest for you. Once you’re on the multi-account structure, your Rewards vouchers will be allocated to your primary Rewards account by default. The support team can alter this when you order a voucher, just remember to let them know at the time.

Some elements of the Rewards account management will have to be done by the support team once you’re on the multi-account platform, but we're always happy to help. Full details for contacting the support team are below.

Why does the hyperlink sometimes change from HSDRewards.co.uk to HSD-Rewards.co.uk?

For your security and protection, the Henry Schein Rewards platform is co-hosted on the Corporate Rewards platform. Whenever you are interacting with your points balance, you will be automatically forwarded to the HSD-Rewards.co.uk website.

Who can I call for help?

There is a dedicated team here to assist you in any way they can. Simply call 0800 083 8559 if you are in the UK or Northern Ireland, 0145 652 88 if you are in Dublin or 0214 297 818 if you are in Cork. Alternatively, please email rewards.team@henryschein.co.uk if you are in the UK or Northern Ireland or rewards@henryschein.ie if you are in Ireland, and we will be happy to assist you.

I've forgotten my password, what do I do?

If you have forgotten your password, please go to the login page and click on ‘Forgotten Password’. Enter the email address registered to your account and you will then receive an email with a link to reset your password. Please check your junk and spam folders for this email and use the password reset link within the 24 hours.

  • When resetting your password, please ensure to follow the below criteria otherwise this will not be accepted:
  • Minimum of 8 characters
  • At least 1 uppercase character
  • At least 1 lowercase character
  • At least 1 number
  • At least 1 symbol (please note that . and - are not classified as symbols on the system so please avoid using these)


Points

How do I earn points?

For every £1.00/€1.00 you spend with Henry Schein, we'll give you 1 point.

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

Points are calculated during the calendar month, and are uploaded monthly to your statement on approximately the 5th of the following month.

Do points have a monetary value?

Points do not have a monetary value. The number of points required for a reward varies depending on a number of factors relating to the specific setup of your rewards programme.

Can I buy additional points?

No – Additional points cannot be purchased. Only points awarded through your rewards programme can be used to place orders for products within your current points balance.  

Can I transfer points to another participant's account?

No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.

Is there a time limit to use my points?

Points build up for 2 years and must then be redeemed. For the current cycle (commencing January 2020), all points must be used and will be expired on 31 January 2022.   


Rewards - Ordering

Can I change my delivery address after placing an order?

You can only order rewards to the delivery address which is registered to your account and you cannot change this at the point of placing your order. Should you want to update the delivery address, please contact your Henry Schein account manager to request this.

Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment. 

Can I add any additional information when placing an order?

When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.

Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order.

Can I find out about an old order I have placed?

Your order history will show on your account. If you need any further help on a previous order placed please contact enquiries@my-rewards.com with your order number and product name and our team will be able to assist you further.

Please note that we are unable to assist with any gift card or eVoucher queries that are older than 3 months. Please ensure to contact our team before this time if you have any gift card or eVoucher queries.

What if I accidently provide the wrong delivery address?

If you have provided incorrect delivery information please contact enquiries@my-rewards.com as soon as possible so that a member of our team can cancel your order and refund your points. Please note that if your order has already been picked up by our supplier we may not be able to cancel this.

When placing an order, please ensure you check your delivery details carefully and should you need to update the delivery address, please contact your Henry Schein account manager to request this before you place your order.

If your delivery country is not showing correctly, please contact enquiries@my-rewards.com to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.

The product is out of stock; when will I be able to order this?

If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock. 

Can I order something that is not in the reward catalogue?

Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites. 


Rewards - Receiving

How long will my reward take to deliver?

  • eVouchers – The majority of our eVouchers are emailed to you within 1 working day. Some of our eVouchers however can take between 3 – 5 working days, so please do allow up to this time to receive your reward. 
  • Physical products – Physical products are processed daily and can take between 3 – 5 working days to dispatch. Once dispatched, please allow up to 14 working days to receive your order at your chosen delivery address.
  • Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order. 

Will I have to sign for my reward?

  • eVouchers –  You will not need to sign for your eVoucher as this will be emailed to you directly.
  • Physical products – Physical products generally require signature upon receipt, particularly if they are large items or high in value. When placing your order, please enter a delivery address where someone will be available to sign for it.  

What if I'm not able to sign for my reward?

If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot. 

What do I do once I have received my Henry Schein eVoucher?

All vouchers are valid for 6 months and will then expire. We cannot process your voucher if your order has already been placed. Your voucher cannot be redeemed against invoices or statements. The minimum order must be at least the value of the voucher.


To view your voucher, login to your Rewards account at www.hsd-rewards.co.uk  and click on the My Statement tab. Please note down your voucher’s Order ID as you will need this to spend it.


Consumables and Small Equipment vouchers:


  • To place your order and spend your voucher(s) either call our Customer Service team on 0800 023 2558 quoting your Order ID or visit our website www.henryschein.co.uk and enter your Order ID in the Promo code box at the bottom of the order.
  • Note that pharmaceuticals and anaesthetics are excluded.
  • The minimum order value (excluding any anaesthetics and pharmaceuticals) must be at least the value of the voucher.


Capital Equipment vouchers:


  • To help you decide how to spend your voucher, take a look at our extensive range of CADCAM and traditional equipment at www.hsdequipment.co.uk
  • To place an order and spend your voucher(s) please speak to your local Equipment Sales Consultant or call our Equipment team on 0800 028 4870.  
  • Alternatively email info@henryschein.co.uk providing your practice/laboratory name, address, details of the equipment you wish to purchase and your Rewards voucher Order ID and value.  


Training and Education voucher:


  • Browse our range of education courses and events at www.hsdeducation.co.uk to decide which Henry Schein event/course you wish to attend.
  • To book a place on an event or course using your voucher(s) please email education@henryschein.co.uk providing your practice/laboratory name, address, details of the event you wish to register for and your Rewards voucher Order ID and value.   
  • Alternatively call our Education and Events team on 01634 877 599.


Equipment Service vouchers:



Software vouchers:


  • Take a look at the practice management products available for you to spend your voucher(s) on at www.softwareofexcellence.co.uk
  • To place an order and spend your voucher(s) please speak to the Software of Excellence team on 01634 266 800 


MediCruit vouchers:


  • Your voucher can be used on a variety of MediCruit services including permanent, locum staff and annual recruitment packages. For more information visit www.medicruit.co.uk
  • To spend your voucher please speak to Natasha Hameed in our Medi team on 01332 609318 or email Natasha.hameed@medciruit.co.uk


Can I check the status of my order?

You can check the status of your order in the “My Statement” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.


Why has my reward not arrived?

  • eVouchers – eVouchers are sent to the email address provided at the point of placing your order. If you have not received the email containing your eVoucher, please check your spam and junk folders. If you have still not received this and your order has a status of “Dispatched” in your “My Account” area, please contact rewards.team@henryschein.co.uk with your order reference and our team can ask for this to be re-issued to you.
  • Physical products – If you have not received your physical reward after 14 working days of the dispatch date, please check any tracking information provided in your“My Statement” area. If you can still not locate the reward or you do not have tracking information, please contact enquiries@my-rewards.com and our team will be able to provide more information on the delivery of your order.


Rewards - Faults / Returns / Cancellations

Can I cancel my order?

  • eVouchers – Due to the nature of the product, we are unable to cancel eVouchers once they have been processed.
  • Physical products – Providing that your order has not yet been dispatched you can request a cancellation.  Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact enquiries@my-rewards.com as soon as possible with your order reference to request your cancellation.

What if my reward is faulty on arrival?

If your reward arrives faulty or damaged please contact enquiries@my-rewards.com with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment. 

Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty. 

What if my reward becomes faulty at a later stage?

If your reward develops a fault after 28 days of receiving you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact enquiries@my-rewards.com as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.

I have recieved the incorrect item, what can I do?

If you have received an incorrect item for your order please contact enquiries@my-rewards.com within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible. 

I've changed my mind; can I return my reward?

  • eVouchers – Due to the nature of the product, you are unable to return eVouchers once they have been processed.
  • Physical products – We can accept returns requests for physical products provided they are unused and in a re-saleable condition. Returns are however subject to collection and restocking fees which will be deducted from your points balance or invoiced to you directly for payment. Fees will vary depending on the supplier of the item and for more information please contact enquiries@my-rewards.com with your order reference for further details and assistance. Once an item has been returned you will be refunded for the cost of the item only and will not be refunded for any original delivery fees.

Please note that certain products are exempt from return such as personal accessories. Details will be provided in the product description so please make sure to check this before placing your order if in doubt. 



General Information

Office hours for responses

Our office hours are Monday to Friday 9am – 5.30pm (UK) excluding Bank Holidays and we aim to respond to all queries within 24 hours.

Additional delivery fees

  • Corrections to addresses – If you have placed your order and have noticed that your delivery address was entered incorrectly, please contact enquiries@my-rewards.com as soon as possible with your order number and correct delivery address so that our team can raise this with the relevant supplier. If your order could not be cancelled before the address has been updated, there may be additional delivery fees incurred to reship your order to the correct address. Please contact enquiries@my-rewards.com for more information.
  • Country errors – If you have requested an order to be shipped to a delivery address which is different from the country registered to your account, you may be charged for the additional shipment fee which will either be deducted from your points balance or invoiced to you directly for payment.  If these fees cannot be covered then we may ultimately have to cancel your order and refund you the points.
  • Could not be delivered – If your order could not be delivered to your specified address and this has been returned to our supplier, you may be charged for a restocking and reshipment fee which will either be deducted from your points balance or invoiced to you directly for payment. 
  • Customs fees – Where possible customs fees are directed back to our suppliers, however if there is an occasion where customs fees are required on delivery, please contact enquiries@my-rewards.com as soon as possible and a member of our team will be able to advise you further.