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0207 660 3858

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How to change or cancel an order

If you need to make a change or notice a mistake on an order you’ve already placed please contact our Post Sales team using the contact details below as soon possible.

Unfortunately we are unable to add additional items to an existing order once processed so if you’d like to purchase extra items either place a new order via our website or contact our telesales team directly:

  • Home & Home Office: 0207 660 3859 (Monday-Friday 9am-5:30pm)
  • Business call: 0207 660 3858 (Monday-Friday 9am-5:30pm)

If you want to cancel an order before we have dispatched it please contact our Post Sales team using the contact details below. We pride ourselves on our quick turnaround time and this means there is only a small window to cancel your order before it ships. Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time.

Orders that have already been processed cannot be cancelled; they must be returned to HP. For more information about returns, please read our HP Store Returns Policy.

Please note, customised PC orders cannot be cancelled once processed.

If you are a Business customer there is no automatic right of return without cause (e.g damaged on arrival).

For the HP Store Returns Policy please visit here.

For full terms and conditions please visit:

Terms and Conditions for Consumer Customers
Terms and Conditions for Business Customers

To cancel your order, please log your request here

Refunds

If you are a business customer

(i.e. an individual or companies purchasing products or services for professional use)

You may change your mind and cancel your purchase and receive a full refund at any time before it ships (Please note, customised PC orders cannot be cancelled once placed).

Please note after shipment HP Store Business customers have no automatic right of return without cause (e.g damaged on arrival). In line with HP’s Business terms and conditions customers will of course be able to return any product which is wrong or damaged following delivery and customers should notify HP as soon as possible in these circumstances. Rights to cancel regarding defective products are set out below.

Please note that it is HP Policy that we must have received the original items back prior to issuing any refund or replacement product/s.

Refund process if your order hasn’t shipped.

If you have paid for your order with a credit card, no refund is necessary as your credit card has not been debited. We only take payment when we dispatch your order but your bank may have reserved these funds as a preauthorisation. Your money will be visible on your account within a few days subject to your credit card provider’s policy.

If you have paid for your order with PayPal, we will refund your account after the cancellation is processed. The funds should appear back into your bank account within 5 business days subject to standard banking practice.

If you have paid with wire transfer or through Open Invoice, we will refund your account after the cancellation has been processed/confirmed.
Please provide your Bank Details to our Post Sales team in order for us to proceed with your refund: Account Holder Name | IBAN | Swift Code.
Please note it can take up to 5 working days for the funds to be back into your account once processed. This timeline is indicative and dependent on your bank.

Refund process if your order has shipped

If you have requested a return of your purchased items and you are expecting a refund, please note that HP will execute the refund as soon as the goods are back into our warehouse.

For orders paid by credit card:

Once we receive your returned goods we will process your refund and the funds should appear back into your bank account within 5 business days.
If the Credit Card used for your purchase is no longer valid, you will need to supply us with your bank details (account holder name, IBAN and SWIFT/BIC) so we can execute the refund via a wire transfer.

For orders paid via PayPal:

Once we receive your returned goods we will process your refund and the funds should appear back into your account within 5 business days.

For orders paid via Pre-payment and Open Invoice:

Please provide our Post Sales team with your valid bank details: account holder name, IBAN and BIC/SWIFT code to allow us to execute your refund in a timely manner.

Standard banking practice dictates that the funds should appear back into your bank account within 5 business days from the moment HP has executed the refund.

VAT Exemption refunds

If you have a requirement to claim back VAT you must provide HP with VAT exemption certificate.

  • HP VAT department will check your eligibility based on the provided certificate.
  • If you are eligible to VAT exemption, HP will credit your invoice charged with the local VAT and rebill you without VAT. If you paid the original invoice with local VAT, HP will refund the local VAT to you.

HP Store Returns Policy

If you are a consumer customer

(i.e. an individual purchasing products or services primarily for non-professional use)

At HP Store We want to make sure you’re happy with your purchase so you may change your mind and cancel your purchase and receive a full refund at any time before it ships and within 14 days from the day from receipt of your complete order or in the case of services and digital content the day of confirmation of your order. Please note that it is HP Policy that we must have received the original items back prior to issuing any refund or replacement product/s.

If you are a business customer

(i.e. an individual or companies purchasing products or services for professional use)

You may change your mind and cancel your purchase and receive a full refund at any time before it ships provided it is not a nonstandard order (for example a PC built to your custom specifications).

Please note after shipment HP Store Business customers have no automatic right of return without cause (e.g damaged on arrival). In line with HP’s Business Terms and Conditions, customers will of course be able to return any product which is wrong or damaged following delivery and customers should notify HP as soon as possible in these circumstances

Please note that it is HP Policy that we must have received the original items back prior to issuing any refund or replacement product/s.

What to do if you want to return an unwanted item

To return an unwanted order, please log your request here.

If you are consumer customer, please see full details of your withdrawal rights below, and here is the withdrawal form if required (its best to call our customer service call on 0345 604 2921).
Returned goods should be in their original packaging along with any accessories and free gifts received with the products. Any software must be sealed and not opened. You must take reasonable care of all products whilst they are still in your possession.

Should your order be for an HP Services, such as an HP CarePack or HP SmartFriend, the following will apply depending on whether you are a Professional customer or a Consumer customer*:

(a)    If you are a Business Customer: any services provided prior to notice of cancellation will be chargeable to you and you will only receive a partial refund. If the entirety of services have been provided prior to notice of cancellation, you will not receive a refund at all.

(b)    If you are a Consumer: (1) if you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract; and (2) if the entirety of services have been provided prior to notice of cancellation, and the performance begun with your prior express consent and with the acknowledgement that he will lose his right of withdrawal, you will not receive a refund at all.

Our Post Sales Team will help to arrange collection of the goods free of charge on a mutually convenient date.
Please have available your HP Store Order Number (starting with SCEO), this will allow us to quickly locate your order details to process your claim.
We do not encourage you to arrange your own return but there may be circumstances that require you to do this. If you arrange return of the goods on your own either via mail/carrier or by dropping at our carrier depot, you must inform us in advance to allow us to notify our depot/warehouse.

Please ensure you have tracking /proof of delivery as without this, we will be unable to process your refund.

When you are returning an HP product please remove:

  • Any additional software and personal information.
  • Any hardware components which you have installed yourself on the product after you received it.
  • Any personal CDs or DVDs you used to install drivers for any hardware products.
  • Any passwords used to block access to the operating system or any other software components which came with the product.

Please provide detailed reason for return and advise if item/s to be returned are used or open.
Our Post Sales Team will provide you with a reference for your claim, this needs to be added to the outer packaging to allow us to quickly process your goods upon return to our warehouse.

Please note if you are waiting to receive another HP Store order, please be aware that the delivery & the collection will be done by two different drivers (drivers are not permitted to accept unplanned packages).

What to do if you have a damaged item

What to do if you have a defective product

What to do if something’s missing

Right of Withdrawal (applicable for Consumer customers only)

If you are a Consumer, you have the right to withdraw from the contract within 14 days without giving any reason. 

Period:

The withdrawal period will expire after 14 days from the day:

a) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; or

b) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good, in case you ordered multiple goods in one order and delivered separately; or

c) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the first good, in case of regular delivery of goods during a defined period of time such as under HP Instant Ink replacement service; or

d) of the conclusion of contract, in case of service contracts such as HP Care Packs or HP SmartFriend services or digital content not supplied in a tangible medium such as Microsoft Office Keys.

Exceptions:

You may not withdraw from contracts as regards the following (among other specified by the applicable law):

a) service contracts after the service has been fully performed if the performance has begun with the consumer’s prior express consent, and with the acknowledgement that he will lose his right of withdrawal once the contract has been fully performed;

b) supply of goods made to the consumer’s specifications or clearly personalised;

c) the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery; and

d) the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and his acknowledgment that he thereby loses his right of withdrawal.

Exercise the right of withdrawal:

To exercise the right of withdrawal, you must inform us (HP Inc UK Limited, Cain Road, Amen Corner (Bldg 1 Floor 2), RG12 1HN, Bracknell, Berkshire, United Kingdom, hpstorepostsalesUK@sellbytel.es) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal:

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

For service contracts, such HP Care Packs and HP SmartFriend, if you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.

Withdrawal form:

(Complete and return this form only if you wish to withdraw from the contract)

To HP Inc UK Limited, Cain Road, Amen Corner (Bldg 1 Floor 2), RG12 1HN, Bracknell, Berkshire, United Kingdom (hpstorepostsalesUK@sellbytel.es):

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*), 
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper).

Cancellation by HP

HP reserves the right to cancel any accepted order prior to delivery, at HP's discretion (whether or not payment was made), in case of any material errors in connection with your order, the price or other conditions published in the HP Store relevant for your order, or if any further verification of your credit conditions or records so warrants. If payment was made and your order is cancelled, HP will issue an appropriate credit to your account (or may contact you to collect information in order to do so).

  Email: HPStorePostSalesUK@sellbytel.es

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