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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.

I changed my mind (Withdrawal right)   

If you are a business customer, as per our Terms and Conditions, please note that HP Store Business** customers  do not have automatic right of return without cause.
If you are a consumer customer*, and you want to arrange a return request because you have changed your mind, as per our Terms and Conditions, please read carefully the following steps to be performed:

1. Contact HP Store within 14 days from delivery:
- If you are a registered customer; please log to your account, go to "My orders" section and click on: Return or Replace items
- If you are a not registered customer; please write an email to: ukstore.postsales@hp.com.

2. HP Store team will provide detailed return instructions.

3. Prepare 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:
-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.

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

I received a defective product

1. Contact our HP Technical Support.

2. Once you have received your Call ID* or your DOA authorization number**, contact HP Store within 30 days from delivery:
- If you are a registered customer; please log to your account, go to "My orders" section and click on: Return or Replace items
- If you are a not registered customer; please use the following email ukstore.postsales@hp.com.

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 14 days from delivery:
     Please write an email to:ukstore.postsales@hp.com

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.

Additional Remarks:
When contacting us via email, as described at step 1, 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). 

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 30 days from delivery:
   If you are a registered customer; please log to your account, go to "My orders" section and click on: "I have a query on my order".
   If you are a not registered customer; please write an email to: ukstore.postsales@hp.com.

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

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 14 days from delivery:
     Please write an email to:ukstore.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 on 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.
  • 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.
  • Collection of the item(s) to be returned will be made during normal business hours 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.

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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 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

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.

- I changed my mind (or Right of Withdrawal)
- I have received a defective product
- 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”.
2. Regardless which scenario applies to you, remember that according to HP Policy, we must have received the original items back prior to issuing any refund or replacement product/s.

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 have received a defective product
- I have 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.


Right of Withdrawal (or I changed my mind)

Please remember that the Right of Withdrawal (or I changed my mind) only applies to Consumer Customers. Here below you will find all the main information related to such scenario.

Period
The withdrawal period will expire after 14 days from the day:
  1. on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; or
  2. 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
  3. 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

Exceptions
You may not withdraw from contracts as regards the following (among other specified by the applicable law):
  1. 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;
  2. supply of goods made to the consumer’s specifications or clearly personalized;
  3. the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery; and
  4. 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.

 Please remember that we will not accept products that are intentionally damaged.

Exercise the right of withdrawal
Registered Users
To exercise your right of withdrawal you can log in to My Account, go to My Orders and from there click on return replace items button and follow the instructions until you can submit your return request to us before the withdrawal period has expired.

Not registered Users
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 may use the model withdrawal form, but it is not mandatory. You can send the withdrawal form to the following addresses:

ukstore.postsales@hp.com
HP Inc UK Limited, Cain Road, Amen Corner (Bldg 1 Floor 2),
RG12 1HN, Bracknell, Berkshire,
United Kingdom

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 help to arrange collection of the goods free of charge on a mutually convenient date.

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.

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.  

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, 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.


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