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Section 1: Program Structure and Process How does the HP Consumer Buyback and Planet Partners Recycling Program work? What products and brands are eligible? What product models are eligible? What if I can't find my brand or model listed? Do accessories qualify for the program? How do I return my LaserJet toner or inkjet cartridge? What should I do with unopened HP inkjet print cartridges? How do I describe the condition of my product? Why do I need to provide my zip code? What if I would prefer to donate my product? Do I have to register to use the program? Is there a minimum or maximum amount of product that can be processed through the program? Do I have to make a new HP purchase to participate? What is the transaction date? Is there a cost to participate in the Buyback or Recycling program? Is the program available in Canada? How can I cancel a quote? Why is HP using Market Velocity? What does Market Velocity do with the Buyback equipment they receive? What happens to my product when I send it in for Recycling?
Section 2: Packaging and Shipping your product How do I remove data from my system? How do I ship my product? How should I pack my product? What if I need a box? Who pays for shipping? What is the difference between standard and premium shipping? What if I cannot print my shipping label? What if I lose my shipping label or my shipping instructions email? Why is there a special process for residents of Hawaii and Alaska?
Section 3: Reimbursement How are the Buyback values determined? What if the condition of my product is different from what I represented when initiating Buyback? How is the Buyback value disbursed? What do I do if my check does not arrive? How does the donation of Buyback to charity work?
Section 4: Help and Assistance How do I contact customer service? What do I do if I forget my password? How can I provide feedback on the HP Consumer Buyback and Planet Partners Recycling Program? How can I learn more about HP environmental and Recycling practices? Your personal information
How does the HP Consumer Buyback and Planet Partners Recycling Program work?
The program can be described in three phases.
- Identify your equipment and receive a quote
- Package and ship your product
- Receive your Buyback cash back check, HP gift card, or Recycling confirmation
Identify your equipment and receive a quote: Enter information about your product to obtain an instant Buyback quote. Upon completing the online quote process, you will receive an email confirmation which contains your Quote Number. You will need this Quote Number for future communications with MVI about the status of your transaction. If your product has no Buyback value, you are given the option to Recycle.
Package and ship your product: Shipping instructions for your product will be sent via email within one business day after the online quote process has been completed. It is important to use the shipping label(s) provided as it used to expedite tracking, identification and processing. You will have 30 days from the receipt of your shipping label to ship your Buyback product(s). If you fail to do so your transaction will be null and void and you will need to begin the quote process again.
Receive your cash back check, HP gift card, or Recycling confirmation: If you have not received your cash or back check or HP gift card after this time, please contact customer service Monday - Friday, 8:00 AM to 8:00 PM Eastern Standard Time at 1-888-285-2009 or e-mail customer service
For the Recycling Option, once your product has been received, you will be sent an email confirmation and this will complete your transaction. If you have questions about HP recycling practices then please visit our web site at www.hp.com/recycle
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What products and brands are eligible?
The HP Consumer Buyback and Planet Partners Recycling Program accepts products of any brand in the following product categories:
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- Desktop PCs
- Notebook PCs
- Tablet PCs
- Monitors, both CRT and LCD
- Printers, both ink and laser
- Digital cameras
- Mobile Devices
- Handheld Calculators
- Home Media Servers
- Digital Picture Frames
- External Hard Drive/ DVD Drive
- Media Receivers
What product models are eligible? Back to Top
The HP Consumer Buyback and Planet Partners Recycling Program accepts all models of the approved product categories. Please be advised that not all products or models have value and your Buyback quote may return a value of $0. These products are still eligible for Recycling.
What if I can't find my brand or model listed? Back to Top
The HP Consumer BuyBack and Planet Partners Recycling Program currently accepts desktop, notebook and tablet computers, workstations, monitors, printers (ink and laser), digital cameras, and mobile devices by most manufacturers. Using the pull-down menu on the quote page, simply select the model of the product. If you have a desktop, notebook, or workstation and your model is not listed, select ANY OTHER from the pull-down menu. If you have any issues, you can also submit your request via our "Can't find my product" link.
Do accessories qualify for the program? Back to Top
Accessories are not eligible products as a part of the program. However, please remember that all applicable accessories should be included with the qualifying product when it is returned for Buyback value. Recycling customers may include the relevant accessories when the product is returned (e.g. mouse, keyboard, cables, etc.).
How do I return my LaserJet toner or inkjet cartridge? Back to Top
HP provides a separate program for LaserJet and inkjet cartridges. To find more details on HP's Planet Partners cartridge Recycling programs please visit: www.hp.com/recycle.
What should I do with unopened HP inkjet print cartridges? Back to Top
If the unopened HP inkjet print cartridge is not expired, please return it to your reseller. If the unopened HP inkjet print cartridge is expired and you would like to dispose of the cartridge, then please return it to HP Planet Partners for responsible recycling (www.hp.com/recycle).
How do I describe the condition of my product?
Please use these guidelines to accurately describe the condition of your current product.
- Excellent: the product is in excellent working condition and needs no refurbishment. The body of the product is clean (i.e., no smudges, ink marks, dents, stickers, or scratches).
- Good: the body of the product has only minor blemishes (i.e., smudges, ink marks, dents, stickers, or scratches). The product has no technical problems (i.e., it does not make noise, run slowly, is not missing pieces, etc.).
- Poor: the product has no major technical problems; it turns on and is in working condition; but has cosmetic defects.
For Printing Devices
- Excellent -- the printer is in excellent working condition and needs no refurbishment. The printer has been maintained within manufacturer’s suggested schedules, feeds paper properly, and has excellent print quality. The case of the printer and trays are clean (i.e., no smudges, ink marks, dents, stickers, or scratches) and are intact (i.e., no cracks, broken or missing pieces).
- Good -- the printer is in good working condition and needs only minor parts (rollers or separation pads) for refurbishment. The printer has been maintained within manufacturer’s suggested schedules. The printer has no technical problems (i.e., paper feeds properly from primary trays and does not jam, has no unusual noises, has excellent print quality, and has properly functioning control panel). The case and trays of the printer have only minor blemishes (i.e., smudges, ink marks, dents, stickers, or scratches). The case of the printer and trays are intact (i.e., no cracks, broken or missing pieces).
- Poor -- the printer has no major technical problems. The printer powers on, is in working condition, and can produce a test page. The printer has minor cosmetic defects and may have one or two cracked, broken or missing pieces that do not affect performance.
- Not Eligible -- the printer has major technical problems (will not produce a test page, and/or will not power on, and/or will not feed paper through machine, and/or has a malfunctioning control panel). The case of the printer has large cracks, is missing most of the original trays, and/or has broken or missing pieces).
For Mobile Devices
- Excellent -- the device is in excellent working condition and needs no refurbishment. The LCD functions correctly and the body of the device has no chips or cracks. The device powers on and off and the activation lock is disabled.
- Good -- the device is in working condition with minor cosmetic defects. The LCD does not function correctly. The device powers on and off and the activation lock is disabled.
- Poor -- the device has major cosmetic damage. The device does not power on and off and the activation is locked.
Please read our Terms and Conditions to learn more about product condition guidelines. Back to Top
Why do I need to provide my zip code? Back to Top
Your zip code is used to help determine the final buyback value of your product and to deliver the proper shipping labels.
What if I would prefer to donate my product? Back to Top
After you have completed the quote process, if there is no value attributed to your product, you will be given an option to donate your equipment. This choice is provided along with the option to recycle. You can also go directly to the HP product donation page at: http://hp.tradeups.com/Customers/19/GetQuote.aspx?promo=HPDonation&outletid=
Do I have to register to use the program? Back to Top
You do not need to register in order to receive an instant Buyback quote. However registration is required if you wish to save your quote for later access. Registering is also necessary to complete your transaction and allow us to send you email confirmations once you’ve completed the online quote process.
Is there a minimum or maximum amount of product that can be processed through the program? Back to Top
There is no minimum requirement. There is a maximum quantity of 5 products that can be processed per each Recycling quote.
Do I have to make a new HP purchase to participate? Back to Top
There is no requirement to purchase a new HP product to participate in the program.
What is the transaction date? Back to Top
The transaction date refers to the date when the customer agreed to move forward with the Buyback process and is assigned a quote number. It would be initiated by accepting the Terms and Conditions and selecting the "Complete Transaction" button.
Is there a cost to participate in the Buyback or Recycling program? Back to Top
There is no cost to obtain an online quote. If your product has Buyback value, you will receive a cash back check for the value of your product (minus the shipping cost), an HP gift card, or the option to donate the Buyback amount to an HP approved charity. For recycling, there is no charge to recycle your HP or Compaq branded products (including Palm). If your product is of another brand, then a modest fee will apply.
Is the program available in Canada? Back to Top
At this time the HP Consumer Buyback and Planet Partners Recycling Program is not available in Canada. HP and Market Velocity hope to extend program access to Canadian residents at a future date.
How can I cancel a quote? Back to Top
In the event that you wish to cancel your quote, simply send an email requesting that your transaction be cancelled. Please include your name and quote number in the email. Market Velocity will send you an email confirming the cancellation.
Why is HP using Market Velocity? Back to Top
HP's Partnership with Market Velocity provides a complete Buyback and Recycling solution for our customers. Together we have developed a customized storefront that is always available via the Internet. Market Velocity specializes in the remarketing, refurbishing, and disposition of used equipment and can provide the maximum value for customers interested in updating to new HP equipment. Market Velocity can support the wide breadth of product categories that HP offers, providing an integrated, easy to use solution for our customers.
What does Market Velocity do with the Buyback equipment they receive? Back to Top
All equipment received by Market Velocity will be reconditioned and sold into the secondary, or used, marketplace.
What happens to my product when I send it in for Recycling? Back to Top
HP and Market Velocity adhere to extremely rigorous standards for product recycling. Our state-of-the-art recycling facilities process each return in an environmentally responsible manner through a multi-phase recycling process. Products are sorted and shredded, then separated into plastics and metals. Materials are then processed into their raw forms so they can be used in automotive parts, microchip processing trays, serving trays, spools, hangers and other everyday products. For more information on the HP recycling process we invite you to watch this short video.
Section 2: Packaging and Shipping your product
How do I remove data from my system?
HP and Market Velocity strongly recommend that you back up your data and then erase the data from your hard drive. Any files or data left on your system will not be retrievable once your product has been shipped and may be accessible to others if the data is not erased. As of 1/1/08 a variety of freeware tools exist that may assist you in erasing your data. The following list is provided as a service to customers of the HP Consumer Buyback and Planet Partners Recycling Program and does not imply an endorsement of the product or the providing company.
For more information about backing up your system and erasing your hard drive, you can also refer to your user's manual for assistance. Back to Top
How do I ship my product?
After you have accepted the terms and conditions, you will be presented a "shipping instructions" page to verify your shipping address. Within one business day of completing the online quote process, an email will be sent to the address you provided when registering. It will provide the steps for retrieving and printing your shipping label(s). If you are shipping multiple items, a link for each item will appear in the email. Print two copies of each label; attach one to your packaged product(s) and retain the second copy for tracking purposes. If you selected the standard shipping process, take your packaged product(s) to a local UPS drop off location. If you selected and paid for premium shipping, then you may contact FedEx at 888-777-6040 to schedule a pick-up.
Please include any documentation and accessories that originally shipped with your product. These items could include, but are not limited to your operating system software on CD or diskette, the Certificate of Authenticity, end-user license agreement, warranty cards, keyboard, mouse, connection cables, paper trays, holster, AC adapter/travel charger, USB/Serial cable, removable battery, if applicable, and all manuals.
You have 30 days from the day you completed your on-line transaction to return the product. The Buyback product must be shipped by the Expiration Date noted in the reference field on the shipping label.
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How should I pack my product?
The following instructions can help you to package your product to ensure that it arrives in good condition.
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- Package the item(s) in a sturdy cardboard box designed specifically for shipping. Using the original product boxes can be useful, although it is not required.
- Wrap the item(s) using, bubble-wrap, or other packing supplies around fragile item(s). Include all original components of the product for return.
- Shipping tape that is 2-3 inches wide should be used. We do not recommend using masking or cellophane tape. Tape all edges on the sides, top and bottom to make sure there are no rough edges and that all portions of the box are secure.
- Attach the prepaid shipping label to the outside of the package. Use a piece of clear shipping tape over the top of the label. It is important to use the provided shipping label, as it will be used to expedite tracking, identification and processing.
- Be sure to keep the tracking number for proof of shipment.
What if I need a box?
If you need to purchase a box to return your product, we suggest one of the following options:
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- Purchase boxes and packaging materials from your local UPS or FedEx-Kinko's store.
- Order boxes and packaging materials from OnePak (www.onepak.com).
Who pays for shipping? Back to Top
Shipping and handling costs are calculated based upon the location, dimension, and weight of the product. For Buyback transactions, shipping costs are included in the quote returned. For Recycling, there are no shipping charges for HP or Compaq branded products and it is included in the modest fee for other brands.
What is the difference between standard and premium shipping? Back to Top
During the Buyback and Recycling processes you will be given the opportunity to choose between standard and premium shipping. Standard shipping requires you to package the product and take it to a local UPS drop off location. For an additional fee, premium shipping includes a convenient home pick-up service of your product by FedEx. In both cases you will be provided with pre-printed shipping labels to apply to the packaged product. It is important to note that there are different carriers (UPS vs. FedEx) utilized by HP and Market Velocity for the Standard and Premium shipping modes.
What if I cannot print my shipping label? Back to Top
If you experience difficulty in printing your shipping label, simply contact customer service and a customer service representative will assist you.
What if I lose my shipping label or my shipping instructions email?
If you have lost your prepaid shipping label, simply refer to your shipping instructions email and click on the link to print out another label. If you have lost your shipping instructions email, please contact customer service for a replacement with the following information:
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- E-mail Address
- Quote number
Why is there a special process for residents of Hawaii and Alaska?
Because of transportation regulations for used electronic equipment, Alaska residents are not able to use the printable label to ship their product. Instead, please ship your qualifying product via surface carrier to the following HP recycling facility: 8855 Washington Blvd., Roseville, CA 95678.
For Hawaiian customers living on the island of Oahu, you will be provided a shipping label to be used to ship your product or can be used as documentation to drop off your product at the following HP recycling facility: (99-1305 B Koaha Pl., Aiea, 96701). For all other Hawaiian customers, please ship your qualifying product via surface carrier to the following HP recycling facility: (99-1305 B Koaha Pl., Aiea, 96701). Back to Top
Section 3: Reimbursement
How are the Buyback values determined? Back to Top
The values Market Velocity provides on your used equipment are based upon the current wholesale price for a specific used product on the open market. These prices are determined by the market demand defined by Market Velocity partners, product availability, refurbishment costs, and shipping/handling. Information is collected from a variety of sources including used product dealers, retailers, exporters, recyclers and liquidators. This information is used to prepare a custom quote for your product.
What if the condition of my product is different from what I represented when initiating Buyback? Back to Top
To receive your cash back check, you must accurately state your current product's condition. Market Velocity will perform an inspection upon receipt of your product. If the product's condition differs materially from that which you described, Market Velocity reserves the right to re-quote your transaction using the same condition parameters originally available to you. You agree to state product conditions accurately and to the best of your ability based on the guidelines posted on this site. If you follow the suggested packing guidelines, the product should arrive in the same condition as when shipped. If the product is damaged during shipping and there is visible damage to the packing materials (box is dented, ripped, smashed, etc.), Market Velocity will take responsibility for resolving any claims with the courier. If the packing is intact, but the product is not in the condition stated by you in the quote process, Market Velocity will contact you directly to discuss the product's condition and renegotiate the quote value. If the product has no value, Market Velocity reserves the right to charge you a Recycling fee for the disposition of the product. If the product can be returned to you, you will be responsible for any and all associated shipping costs. Once your trade-in product is shipped, Market Velocity cannot, and does not guarantee, that it will be able to honor any request for return of the product and/or any data or information contained in such product.
How is the Buyback value disbursed? Back to Top
The product in question must be received, inspected, and approved as sellable by Market Velocity. You are given three options for payment of your Buyback amount: cash back check, HP gift card, or donate the Buyback amount to an HP approved charity. Once you are taken to the "Payment Option Information" page, please designate which one you prefer by using the pull-down menu under "Payment Mode". The unit value will be rounded up to the nearest $5 increment for the HP gift card. Once this step is completed, Market Velocity will mail your choice to the address provided in your registration. All checks are mailed via U.S. Postal Service to the address designated in your transaction. Please allow 45 days from the time your buyback claim is complete for receipt of payment. If you need assistance, please contact customer service.
What do I do if my payment does not arrive? Back to Top
If you have not received your cash back check or HP gift card after 45 days of your buyback claim being complete, please contact customer service so that we can research and resolve the issue with you.
How does the donation of Buyback to charity work? Back to Top
The HP Consumer Buyback and Planet Partners Recycling Program provides the option of donating your buyback amount to HP approved charities using Truist. Truist provides PCI Compliant technology services that collect funds, distribute donations, and support receipting of donations to charities. The Truist Comprehensive and Processing Distribution Service is an effective solution with an emphasis on donor detail and acknowledgment and appreciation notifications from charities for donations. Truist ensures that each charity selected by donors is reviewed to meet the guidelines of 501(c)3 and USA Patriot Act compliance. This fosters the donors' confidence that their selected charity is eligible to receive contributions.
Section 4: Help and Assistance
How do I contact customer service? Back to Top
If you have questions about any part of the process, please contact customer service or call 1-888-285-2009 Monday - Friday, 8:00 AM to 8:00 PM Eastern Standard Time.
What do I do if I forget my password? Back to Top
To obtain your password, click here and select "Forgot your password?" page. Upon completing this page, your password will then be emailed to the email address you listed when registering.
How can I provide feedback on the HP Consumer Buyback and Planet Partners Recycling Program? Back to Top
Your comments and suggestions are important to us. Let us know what you think by contacting customer service.
How can I learn more about HP environmental and Recycling practices? Back to Top
If you have questions about HP environmental or Recycling practices then please visit our web site at http://www.hp.com/recycle.
Your personal information Back to Top