Frequently Asked Questions

What is HP Guaranteed Future Value?

Guaranteed Future Value is a service which ensures: the future value of your HP devices, the best price at point of refresh, and optimised trade-in values to help fund replacement equipment.


How can my educational establishment enrol in HP GFV?

Any college or university within the UK or ROI can register for HP GFV so long as you have purchased a qualifying product from a qualifying partner within the promotion dates. Terms and Conditions apply. 


Do I have to give the product back at the end of the value period?

No, you are not obligated to return the product if you feel it suffices.


How can my educational establishment make a GFV claim?

All claims can be made via the HP GFV account.


What qualifying products can my educational establishment purchase through the trade-in program?

You can view the list of products which qualify for trade-in via the qualifying products page.


How does my educational establishment receive the rewards for my trade-in equipment?

Once your claim has been validated HP will send a BACs payment for the GFV value to your educational establishment.


 How long does my educational establishment have to register our purchases?

You can register your purchase no sooner that 30 days and no later that 60 days from the day of purchase.


How will my educational establishment's old equipment be collected?

Upon claim approval, the educational establishment will be provided with pre-paid postage labels. If the equipment to send is larger than 10 units, a free of charge pick-up service will be offered.


How many times can I participate in this promotion?

Participants are only eligible to receive a maximum of 1000 Rewards in total within this promotion.


 How do I prepare my proof of purchase to upload during the claim process?

Physical Copy/In Store Purchase:

If you have a scanner, scan your proof of purchase and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.

Digital Copy/Online Purchases:

Print and Scan as detailed under physical copy/ in store purchase.

Save your proof of purchase to your computer ready to upload.

Take a screenshot of the proof of purchase and save as PDF or JPEG to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.

If claiming from a tablet, take a screenshot of the proof of purchase and upload to the claim form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 2Mb.

If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.


 Why can’t I select my purchase date?

This is likely to be for one of the following reasons:

  • You have missed the claim window for this promotion
  • Your purchase date is outside the promotional period
  • You are too early to claim for this promotion

Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.


How do I upload my proof of purchase?

Prepare your documents for upload and then during the claim process follow these steps:

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.


I have just submitted a claim, what happens next?

Your claim will be checked by one of our agents and the status of your claim will be emailed to you. We will keep you up to date on the status of your claim via email, or you can contact us by using the below contact form.


 I have submitted a claim but I haven't received any further updates, what should I do?

Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can email us using the contact form below. 


 I have received a missing information email, what does this mean and what do I have to provide?

Please refer to the email we have sent you, it may be that the details uploaded for your proof of purchase were not sufficient to process your claim.

Common reasons for Missing Information:

  • Proof of purchase was not legible
  • Proof of Purchase did not show the price paid, products or retailer purchased from
  • An incorrect document was uploaded and not a proof of purchase
  • An order confirmation was supplied which did not show the products were purchased, in this case we ask you to provide further documents to support your claim, this could be a delivery note or invoice
  • The serial number you entered on your claim is invalid
  • The bank details you provided are not matching with the claimant/company details

 I have been supplied with a prepaid postage label to return my product, what do I do now?

Package up your product as outlined and securely affix the prepaid postage label provided in the approval email to your parcel and take to the post office. Please make sure you include the barcodes/claim form/return certificate in your parcel. Without this we are unable to identify your returned product.


 How do I send in my old device?

Once you have submitted your claim online, it will be reviewed by one of our agents. If provisionally approved you will be sent further instructions of how to return your trade in device. Dependant on the particulars of the Terms and Conditions you will be offered either a postage label, courier service or postage contribution.


 How should I package my old device?

Once your claim is approved, please follow the below guidelines and advice:

  • Pack your items securely in a box or container

  • Avoid using damaged containers or boxes, consider the strength and durability

  • Always use high quality wrapping and cushioning/filler materials to avoid loose contents

  • Always remove old labels and stickers when reusing boxes. Protect edges and sharp points with heavy, well-secured edge protection

  • Use heavy-duty double-layered cardboard for valuable items


I have been provided a courier service to send in my old device, what do I do now?

Follow the steps in your approval email and book your collection. Upon successfully booking your collection you will receive shipping labels to use for your collection. Print your label by selecting ‘Download label as PDF’ and affix it to your parcel. Please hand the ‘Courier Copy’ to the courier upon collection.

Please make sure you include the barcodes/claim form/return certificate in your parcel. Without this we are unable to identify your Trade-in device


 I have missed the timeframe to send my old device; can I still send it in?

No, unfortunately not. We must receive your Trade-in device within the timeframe stipulated in the Terms and Conditions of the promotion.


 I have sent in my old device but I have not received any further updates, what do I do now?

From the date that we received your old device it can take approximately 21 days for us to receive the final test report to be able to process your claim. Typically when sending in your trade in device you will have received a tracking number, depending on the service used or supplied you may be able to track the parcel through the supplier.


 How long will it take to receive my reward?

Payment will be made within the timeframe outlined in the promotional Terms and Conditions.


 Why have I not received my reward?

If you have received an email to confirm approval of reward, please check the following:

  • Refer to the Terms and Conditions of the promotion for reward timeframes

  • Check your bank statements for the reward amount that you are expecting

If you are still unable to locate your payment please contact us using the contact form below

Contact Us Form

If you have any problems or questions related to this promotion, our customer service team will be happy to help.

By Telephone: 016533917

Lines are open Monday to Friday, 9am to 5pm. Calls will be charged at local call rates from landlines only.