Frequently Asked Questions
How do I participate in this promotion?
Pre-order a MateBook D 14" or 15" laptop from a Qualifying Retailer between 13th and 20th February 2020.
You will be required to upload your proof of purchase to make your claim.
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?
One qualifying product per claim, and up to five claims per customer are permitted.
My product is not listed as a qualifying product, is it eligible for the promotion?
We can only offer the reward for purchases of a MateBook D 14" or 15" laptop made from a Qualifying Retailer during the dates of the 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 10Mb.
If required you can upload multiple documents, simply select the files one at a 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, you can also check the Track Your Claim 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 Track Your Claim 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
How long will it take to receive my reward?
Your free pair of FreeBuds 3 will be sent 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
- If you have a query regarding receipt of your gift, please contact us Here
Where can I find the serial number of my MateBook D laptop?
You can find the serial number on the box of your MateBook D laptop, see image below:
My reward has a fault, who do I need to contact for assistance?
We take the utmost care in ensuring all rewards are received as quickly and as carefully as possible for you to enjoy. If however you find your reward is faulty upon delivery, please contact us using the Contact Form below within 31 days from this being delivered to you, and we shall be happy to assist you in having this replaced free of charge.
If your reward develops a technical fault after this timeframe meanwhile, you can still contact the Huawei Warranty team for support in having your reward repaired or replaced. Please visit the Huawei Warranty page https://consumer.huawei.com/uk/support/ for full details and contact information.
Contact Us Form
If you have any problems or questions related to this promotion, our promotional support team will be happy to help.
By Telephone: 03452160055
Lines are open Monday to Friday, 9am to 5pm excluding bank holidays. Calls will be charged at local call rates from landlines only.