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How to return and request a refund or replacement

Requesting a refund or replacement

Please follow our simple steps below in the event that you need to return a product or request a replacement. The fastest way to reach our team is through our contact form accessible through the "Track My Order" page of the site.
To help us process your return as swiftly as possible, 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 or post, 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.
  • 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.
  • To make things easy you will not be required to apply a return(s) label to the item(s); our courier will take care of this for you. Please ensure you obtain a collection receipt from the driver.
  • Collection of the item(s) to be returned will be made during normal business hours (9 a.m. and 5.30 p.m.) Monday – Friday only (excludes public holidays). If you need to make alternative return arrangements (i.e. drop at carrier depot or return direct via your own carrier), please contact us as soon as possible to confirm those arrangements.
  • When you are returning an HP product please remove:
    • Any personal information and any software which you have installed yourself.
    • 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.

I've changed my mind

Read this if you've made a purchase as an individual and not buying for business use
We understand that from time to time you may change your mind and need to return a product so we’ve got you covered with a free and easy returns service. If you've made a purchase as an individual and not buying for business use, here are the key timelines to remember:


  • you have 30 days to return unwanted, unopened and unused products for a refund or exchange; and
  • you have 14 days to return if you’ve opened and tried your HP product and you’re not 100% happy (there are a few exceptions which are listed below) for a refund or exchange.


Excluded items are personalized goods or software (such as Microsoft Office) where the packaging seal has been broken. Please also note the above time limits do not affect your right to return damaged or faulty items – see below and our Terms and Conditions for details.

The best news is we’ll arrange a free collection right from your home.

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 your are interested in from the order history.
If you do not have an account with us, please log in to the "Track My Order" 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 ukstore.postsales@hp.com or you may complete and return the model Withdrawal form.
For returning unopened products within 30 days, please email us at ukstore.postsales@hp.com or alternatively via the withdrawal form option.

Read this if you've made a purchase for professional use
Please note if you’ve made a purchase for professional use that there is no automatic right of return for unwanted items. Other return reasons will be handled as above. See our Terms and Conditions for full details.


Refused delivery of your order?
If you refused the delivery of your order, please contact us as we will not automatically process your return.

I received a defective product

In the unlikely event there’s been a problem with you HP product, we want to fix it fast. Where possible please let us know within 30 days of delivery.

1. The first step is to contact our HP Technical Support to troubleshoot your product as they may be able to fix the problem without the inconvenience of having to make a return.

2. If they can't fix the problem they will provide you with either a Call ID* or a DOA authorization number**, please have this available when you contact HP Store.

3. 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 "Track My Order" 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 or DOA authorization number provided by Technical Support. You will be asked to confirm the pickup information and submit.
Alternatively, you can email our post sales team at ukstore.postsales@hp.com.

4. Our team will then be in contact to arrange the collection.


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

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

I received a damaged box/product

In the unlikely event there’s been a problem with your order, we want to fix it fast. Where possible please let us know within 7 days of delivery.

1. The first step is to contact our team via email at ukstore.postsales@hp.com. To help us fix it fast please attach photos of the damaged box/product and a brief description of what’s wrong (for example tell us if the box is damaged or the product inside the box is damaged).

2. Our team will then be in contact to arrange the collection.

I received an incomplete order/product 

In the unlikely event there’s something missing from your order, we want to fix it fast. Where possible please let us know within 7 days of delivery.

To contact us, the fastest way to do this is via our contact form.
If you are a registered customer, please log to your account, go to "My orders" section 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 "Track My Order" 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).

I received a product that I did not order

In the unlikely event that you receive an item that you didn’t order please let us know within 7 days of delivery.

To contact us if you have received a product that you have not ordered, please write an email to: ukstore.postsales@hp.com.
Important Update

Coronavirus (COVID-19) - Current Status
Due to the current novel Coronavirus (COVID-19) situation we are seeing an impact on deliveries and product availability.  We are actively working with our supply chain team to minimise these delays and are keeping the HP Store website updated with changes to product availability and expected delivery dates as we are notified of them. Given the fluid nature of the situation please be aware that this information is subject to change. Be assured that we are doing all we can to keep you as well informed as possible.

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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, unless you are a consumer customer exercising your right of withdrawal, in which case you will receive a refund within 14 days from the date of cancellation. 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 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.

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

Read this if you've made a purchase as an individual and not buying for business use

Changed your Mind?
We understand that from time to time you may change your mind and need to return a product so we’ve got you covered with a free and easy returns service. Here are the key timelines to remember:

  • you have 30 days to return unwanted, unopened and unused products for a refund or exchange; and
  • you have 14 days to return if you’ve opened and tried your HP product and you’re not 100% happy (there are a few exceptions which are listed below) for a refund or exchange.

Excluded items are personalized goods or software (such as Microsoft Office) where the packaging seal has been broken. Please also note the above time limits do not affect your right to return damaged or faulty items – see below and our Terms and Conditions for details.

The best news is we’ll arrange a free collection right from your home.

To request a return, the fastest way to do this is via our contact form. If you are a registered customers, please log in to your account, go to “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 "Track My Order" page by providing your order information.
Then, click on the "Return/Exchange" link.
For more detailed information and other options visit here.

Something wrong?
In the unlikely event there’s been a problem with you order, we want to fix it fast. If it’s regarding damaged or missing items, where possible please let us know within 7 days of delivery.

For more detailed step-by-step instructions on our processes visit here.

Remember our team is always here to help and you can reach them by email or phone: see the contacts at the bottom of this page.

For our full Terms and Conditions visit here.


Read this if you've made a purchase for professional use 

Please note that there is no automatic right of return for unwanted items. Other return reasons will be handled as above.

For our full Terms and Conditions visit here.
Important Update

Coronavirus (COVID-19) - Current Status
Due to the current novel Coronavirus (COVID-19) situation we are seeing an impact on deliveries and product availability.  We are actively working with our supply chain team to minimise these delays and are keeping the HP Store website updated with changes to product availability and expected delivery dates as we are notified of them. Given the fluid nature of the situation please be aware that this information is subject to change. Be assured that we are doing all we can to keep you as well informed as possible.


Additionally, as our staff are being asked to work from home for the time being, you may experience delays with email and phone contact with our team. We apologise for any inconvenience and thank you for your patience and support during this period.

In line with Government guidelines we strongly advise our customers not to travel to visit our carrier depots or collection points to either hand over or collect parcels at this time. Collections can be made from the safety of your home.

Returns

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See our products with or without VAT

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