Support

How do I participate in this promotion?

Purchase a qualifying Surface device within the promotional period, then submit an online claim within 30 days from purchase date as detailed in the Terms and Conditions on this website.

On approval to your claim, trade in any Windows 7 laptop, desktop, 2 in 1 (convertible or detachable) device. The trade in device must power on and be supplied with a complete power cable.

Qualifying Surface devices are detailed on the Qualifying Products page.

View our How It Works page for further details on how to submit your online claim.

How many times can I participate in this promotion?

Businesses are permitted to submit 1 claim per qualifying product purchased and a maximum of 50 products during the dates of the promotion.

My product is not listed as a qualifying product, is it eligible for the promotion?

We can only offer the reward for purchases of qualifying products listed on the Qualifying Products section of this website.

What is an eligible product for trade in?

Any Windows 7 laptop, desktop, 2 in 1 (convertible or detachable) device. The trade in device must power on and be supplied with a complete power cable.

What details will I need to provide during the online claiming process?

You will need to provide the below details:

• Date of purchase
• Place of purchase
• Product details
• Purchase price
• The serial number
• Details about the trade in unit: Brand, model and serial number
• Upload proof of purchase
• Business name and address details
• Payment details

How do I prepare my documents to upload during the claim process?

Physical Copy/In Store Purchase:

If you have a scanner, scan your documents 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 documents to your computer ready to upload.

Take a screenshot of the documents and save as PDF or JPEG to your computer. To save your documents 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 documents 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 documents may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format.

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

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 documents?

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.

What payment details will I need to provide during the online claiming process?

You will need to provide the following details:

• IBAN
• BIC/Swift
• Account Holder's Name

Where can I find my IBAN and BIC/Swift numbers?

IBAN and BIC/Swift are your account details for receiving international payments. Your IBAN and BIC/Swift number can typically be found on your bank statement or by logging in to your online bank account. Alternatively if you are unsure of where to find them please contact your bank directly.

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, you can also check the Claim Tracker function on this website as to the status of your claim.

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 use the ‘Claim Tracker’ function on this website.

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 provided are not matching with the business details on the claim

How do I send in my trade in 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 & Conditions you will be offered either a postage label, courier service or postage contribution.

What categories of products can be traded in for this promotion?

Your trade in product must meet the following criteria:

• Be fully functional, as new and complete with all accessories/power supplies/batteries.
• No permanently marked/damaged or scratched.
• 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

How can I verify the date of production for my old PC?

Open the DOS command prompt by searching “cmd” in Run tab (win+r) or program file search bar “cmd”. Right button click cmd and run as Administrator. Type “systeminfo” in the DOS window and wait.

Please wait for this command to run and then you will be able to view your laptop information.

Locate the section which shows the date of the BIOS version as this will correspond to the manufacture date of your PC and therefore is a good guide to the age of your PC.

How should I package my trade in device?

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

• Wipe your PC from any personal and private data
• 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 will be receiving a postage contribution to send in my trade in device, what do I do now?

Package up your trade in device as outlined and affix the address details provided in the approval email to your parcel. You will receive the postage contribution upon validation of your claim. We recommend sending by a tracked or recorded service, the promoter will not be held liable for lost or damaged trade in units. Please make sure you include the barcodes in your parcel. Without this we are unable to identify your trade in device.

I have missed the timeframe to send my trade in 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 trade in 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 10 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.

I have received a revaluation email, what do I do?

Claims may be revalued if your trade in item did not meet the Terms and Conditions of the promotion; in this case we send you an email advising of the revaluation.

If you do not agree with the revaluation please contact our customer service team within the timeframe specified in your email received who will review your claim and give you a final decision.

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