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How to return and request refund or replacement

Please, identify and click the best scenario that represents your situation from the below list.

If you are expecting a refund or replacement, please note that HP will execute your request as soon as the goods are back into our warehouse.

WITHDRAWAL RIGHT FOR CONSUMERS

For reasons of goodwill, we grant consumers* a 14-day right of return on consumer hardware products under the condition that the goods are unopened and originally packed and neither product nor packageing have defects. We reserve the right to invoice you for any handling costs that might arise once the goods have been inspected in our warehouse.

Generally excluded are:
- PC- and Print Accessories (Headphones, Mice, Keyboard, etc.)
- Consumables (toner, filters, ink cartridges, storages etc.)
- Electronic software licenses (ESD, Carepacks)
- Goods made to the consumer's specifications or clearly personalized (e.g. configured hardware)

If you are a consumer customer*, and you want to arrange a return request in line with above mentioned rules, as per our Terms and Conditions, please read carefully the following steps to be performed:


1. Contact HP Store within 14 days from delivery:
To request a return, the fastest way to do this is via our contact form.
- If you are a registered customer, please log in to your account, click on "My Orders" and select the order you are interested in from the order history.
- If you do not have an account with us, please log in to the "Check Order Status" page by providing your order information.

Then click on the “Return / Exchange” link, select either individual products or the whole order and choose "I have changed my mind". You will be asked to confirm the pickup information and submit.

Alternatively, you can email our post sales team at: chstore.postsales@hp.com.


2. HP Store team will provide detailed return instructions.

Additional Remarks:
-If you refused the delivery of your order, remember you will have to contact us to ask for your product withdrawal and we will initiate the return procedure.
-If you are a Professional Customer and you want to cancel or change your order please note that restrictions apply, so please contact our Post Sales: 043 547 97 86.

* Consumer customer is an individual purchasing products or services.
**Business customer is a registered company purchasing products or services.

I RECEIVED A PRODUCT THAT IS MALFUNCTIONING / TECHNICALLY DEFECTIVE (DOA)

1. Contact our HP Technical Support.
The validation of the product condition is done exclusively by HP Technical Support. In the event our Technical Support team are unable to resolve your issue via troubleshooting and/or repair, they will confirm and authorise your order as defective (DOA), by providing you a Call ID* or DOA authorisation form**.

2. Once you have received your Call ID* or your DOA authorization number**, contact HP Store within 30 calendar days from delivery:
Please note: Once 30 calendar days have passed, return requests are generally not accepted.

To request a return, the fastest way to do this is via our contact form.
- If you are a registered customer; please log in to your account, click on "My orders" and select the order you are interested in from the order history.

- If you do not have an account with us, please log in to the "Check Order Status" page by providing your order information.

Then click on the “Return / Exchange” link, select either individual products or the whole order and choose "Defective Product". Select the preferred solution (Replace or Refund) and provide the Call ID provided by Technical Support. You will be asked to confirm the pickup information and submit.


3. HP Store team will provide detailed return instructions.

4. Initiate preparing your product to be returned by removing:
- Software and hardware components that you have installed.
- Personal DVDs and CDs you have used to install drivers and software.
- Passwords which may block the access to HP default software applications.
- Personal and confidential information.

Additional Remarks:
-Accordingly with HP warranty terms (provided with the product and the Consumer Legal Guarantee), after 30 days from delivery you can still contact our HP Technical Support to require assistance.

* For home use product ranges such as: Stream, Pavillion, Envy, Spectre, Omen.
**For business use product ranges such as: Elitebook, Zbook, Probook, Spectre Pro, Elite Pro, Folio.

I RECEIVED A DAMAGED BOX / PRODUCT

1. Contact HP Store within 7 days from delivery:
Please write an email to: chstore.postsales@hp.com. It is mandatory to attach photos of the damaged box/product and describe details of the damage (specify for example if the box is damaged or the product inside the box is damaged).

2. HP Store team will provide detailed return instructions.

3. Initiate preparing your product to be returned by removing:
- Software and hardware components that you have installed.
- Personal DVDs and CDs you have used to install drivers and software.
- Passwords which may block the access to HP default software applications.
- Personal and confidential information.

I RECEIVED AN INCOMPLETE ORDER/PRODUCT

If you received an incomplete order (with missing items) or a product (with missing accessories such as: cables, documentation, power cord), please follow the instructions described below:

1. Contact HP Store within 7 days from delivery:
To contact us, the fastest way to do this is via our contact form.
If you are a registered customer; please log in to your account, click on "My orders" and select the order you are interested in from the order history.

If you do not have an account with us, please log in to the "Check order Status" page by providing your order information.

Then click on the “I have a question about my order” link, select the product that is missing and choose "I have not received this product". Submit after providing a comment (if applicable).

2. HP Store team will provide detailed return instructions.

3. HP Store will send the missing part at the earliest opportunity.
Subject to stock /availability.

I RECEIVED A PRODUCT THAT I DID NOT ORDER

Please carefully check your order confirmation upon receipt. If we do not receive any disagreement from your end within 48 hours, we assume you will accept the products as listed in the order confirmation.

If you want to initiate a return request because you received a product that you did NOT order (Exceeding quantity or not matching the item your ordered), please read carefully the following steps to be performed:


1. Contact HP Store within 7 days from delivery:
Please write an email to: chstore.postsales@hp.com.

2. Wait for HP Store team return instructions.
To ensure a smooth return processing, please note the following:

  • Please do not send us any item unless you have received specific instructions from one of our HP Store agents.
  • When contacting us via email, please remember to include your HP Store Order number (starting with SCEO) and advise if you require a refund or a replacement.
  • If you want to return a bundle, please ensure that all the components (software and hardware) included within the bundle are returned.
  • Please note: We will not accept returns for goods made to the consumer's specifications or clearly personalized (e.g. configured hardware).
  • Remember that returned goods should be in their original packaging along with any accessory and software related to the item you want to return. If this is not possible, then suitable packaging should be used to protect your order and avoid any damage during the returns process. Returns related to goodwill returns within 14 days can only be accepted with original, non-opened and non-damaged packaging.

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How HP Store will handle my refund

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. Your refund will be executed based on the payment method you used to place your order. For more details please read the details below:

If you paid by Credit Card or Debit Card
Once we receive your return we will process your refund and the funds should appear back into your bank account within 5 working days.
If the 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.

If you paid by PayPal
Once we receive your return we will process your refund and the funds should appear back into your account within 5 business days.

If you paid by Pre-payment or Open Invoice
Please send us your valid bank detail via email to chstore.postsales@hp.com to allow us to execute your refund in a timely manner.
  • Subject: Refund Purchase Order SCEOxxxxxx
  • Account holder name
  • IBAN
  • BIC/SWIFT Code

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.

For 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 for 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.

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HP Store returns policy

PLEASE SELECT THIS OPTION IF YOU ARE A CONSUMER CUSTOMER*

At the HP Online Store we pride ourselves on great customer service and want to make sure you have the best possible purchase experience. In case you should need to return a product/s due to one of the following reasons we will offer you proper handling in line with HP’s Consumer Terms and Conditions.

- Withdrawal right for consumers
- I have received a product that is malfunctioning / technically defective (DOA)
- I have received a damaged box / product
- I have received an incomplete order/product
- I have received a product that I didn’t order


To find out more about each of the above scenarios, including due dates and "how to" information, please click on the corresponding line above or visit How to return and request refund or replacement.

PLEASE NOTE:
1. For more details concerning your withdrawal right please read the paragraph below titled “Right of Withdrawal”.

PLEASE SELECT THIS OPTION IF YOU ARE A BUSINESS CUSTOMER**

If HP Store Business customers should incur in one of the following scenarios (after that the shipment has happened):

- I received a product that is malfunctioning / technically defective (DOA)
- I received a damaged box/product
- I have received an incomplete order/product
- I have received a product that I didn’t order

We will offer you a proper handling in line with HP’s Business Terms and Conditions.
To find out more about each of the above scenarios, including due dates and "how to" information, please click on the corresponding line above or visit How to return and request refund or replacement.

PLEASE NOTE:
1. Regardless which scenario applies to you, remember that according to HP Policy that we must have received the original items back prior to issuing any refund or replacement product/s.

*Consumer customer is an individual purchasing products or services.
**Business customer is a registered company purchasing products or services.


Free Return within 14 days for goodwill reasons

Please remember that the free return within 14 days only applies to Consumer Customers* and Consumer Hardware Products. Here below you will find the main information related to such scenario.

Period
The withdrawal period will expire after 14 days from full delivery of the order.

Exceptions
You may not withdraw from contracts as regards the following:
  1. PC- and Print Accessories (Headphones, Mice, Keyboard, etc.)
  2. Consumables (toner, filters, ink cartridges, storages etc.)
  3. Electronic software licenses (ESD, Carepacks)
  4. Goods made to the consumer's specifications or clearly personalized (e.g. configured hardware)

 Please remember that we will not accept goods that are opened, not in original packageing, or if product and/or packageing are damaged. We reserve the right right to invoice you for any handling costs that might arise once the goods have been inspected in our warehouse.

Exercise the right of withdrawal
To request a return, the fastest way to do this is via our contact form.
Registered Users
If you are a registered customer, please log in to your account on My Account, click on My Orders and select the order you are interested in from the order history. Then click on the “Return/Replacement” link. For more detailed information and other options visit here.

Not registered Users
If you do not have an account with us, please log in to the "Check Order Status" page by providing your order information.Then click on the “Return/Replacement” link. For more detailed information and other options visit here.

Alternatively, you can email our post sales team at chstore.postsales@hp.com. To meet the withdrawal deadline, it is sufficient for you to send us your communication (preferably through email to make sure your period is not exceeded by the time we receive it) concerning your decision of returning the goods before the withdrawal period has expired. You can send the communication to the following addresses:

chstore.postsales@hp.com
HP Schweiz GmbH
Glatt Tower
Winterthurerstrasse 99
8304 Wallisellen

Please always mention your HP Store Order Number (starting with SCEO), this will allow us to quickly locate your order details to process your claim.

Effects of withdrawal
Our Post Sales Team will provide you a return shipping label which you will need to return the product. This label needs to be added to the outer packaging to allow us to quickly process your goods upon return to our warehouse. Please do not return any goods without this label as otherwise we will be unable to process your refund.


Please provide detailed reason for return.

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). 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.

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.  

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VAT Switcher

See our products with or without VAT

Home Customers

OR

Business Customers

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