(i.e. an individual purchasing products or services primarily for non-professional use)
If you are a business customer (i.e. an individual or companies purchasing products or services for professional use) then please see our specific terms and conditions available here.
HP TERMS AND CONDITIONS OF ONLINE AND PHONE SALES TO CONSUMERS
HP Inc UK Limited
300 Thames Valley Park Drive
VAT ID: GB 206 9537 96
Telephone: 0207 660 3859
These HP Terms and Conditions of Online and Phone Sales (the "Terms") apply to orders submitted by you to HP either online or over the phone for products and services available in the HP Store website (the "HP Store"). These conditions apply only to consumers who are purchasing products or services for use outside of their trade, business or profession (not for resale). Any Business Customers who access this site should instead refer to the HP Business Customer terms.
Prices, Shipping Charges and Payment
Prices, shipping charges and payment terms shall be as specified on the HP Store, as determined when ordering online or over the phone. You will also be charged any applicable value added taxes; no value added taxes refund system for non-EU residents is currently available from HP for online or phone purchases. HP reserves the right to change prices published on the HP Store at any time. HP may change credit or payment terms at any time if, in HP's reasonable opinion, your financial condition, previous payment record or the nature of your relationship with HP so warrants.
For Paypal orders your account will be debited after passing the fraud check (normally 1 day) after the order acceptance.
Invoices can be sent by email in PDF format to the email address provided on the order or by paper invoice sent by post (you need to select it at order placement).
If you do not have Adobe Reader, download here.
All orders are subject to acceptance by HP. HP will provide you with an order acceptance or rejection notice as soon as reasonably possible.
The contract is formed upon delivery.
You agree that we may use Personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be checked against a credit reference or fraud prevention agency, which may keep a record of that information.
HP reserves the right to cancel any accepted order prior to delivery, at HP's discretion (whether or not payment was made), and this in case of any material errors in connection with your order, the price or other conditions published on 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).
Your right to cancel your order
Prior to delivery, you have the right to cancel your order. The fastest way to process your request is via the "Track My Order" page. Log into the Track My Order page at the top right of the website. If you are a registered customer, please log in to your account and then click on "My Orders". If you do not have an account with us, you can still access the "Check Order Status" page by providing your order information.
Registered customers need to select the order they are interested in from the order history. Unregistered customers will only have access to the order they have provided at log in.
Click on the button "I have a question about my order". Select either the product you want to cancel or the whole order and select "I want to cancel my order".
Select the reason for your cancellation request , provide a comment if applicable, then click on "Continue".
Alternatively, you can email our post sales team at firstname.lastname@example.org or you may complete and return the model Withdrawal form.
If you cancel prior to delivery, HP will reimburse to you all payments received from you, including the costs of delivery (where applicable).
Your right to return
You have 30 calendar days to return unwanted, unopened and unused products (personalized orders excluded) for a refund or exchange.
You may also change your mind and cancel your purchase at any time within 14 calendar days after your order is delivered in full (or in the case of an HP Support Pack, after purchase) if you’ve opened and tried your HP product and you’re not 100% happy (personalized orders and software where the packaging seal has been broken are excluded).
To exercise your right to cancel, you must notify HP and return any goods supplied to HP in accordance with the procedure outlined below.
The fastest way to notify HP is to log in to "Track My Order", go to My Orders (registered customers only, as non-registered customers have only access to individual orders) and then click on "Return / Exchange" and follow the instructions to submit your return request before the applicable withdrawal period has expired.
Alternatively, you can email our post sales team at email@example.com or you may complete and return the model Withdrawal form. For returning unopened products within 30 days, please exclusively use the email or withdrawal form option.
For orders including services, such as HP Care Packs, if you requested to begin the performance of services during the withdrawal period, any services provided prior to notice of cancellation will be chargeable to you and you will only receive a partial refund in proportion to what has been provided. If the entirety of services have been provided at your request prior to notice of cancellation, you will not receive a refund at all.
Effects of cancellation
If you cancel this contract in the timeframes outlined above you will receive a full refund including the costs of delivery (where applicable) within 14 days from the date of cancellation. We will provide the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
HP will collect the products but you will make them available for collection within 7 days of contacting HP Store about the cancellation on a date to be agreed with HP. Please note our collection service is available between 9 a.m. and 5.30 p.m. Monday to Friday (excluding public holidays). We do not encourage customers to arrange their own returns, but there may be circumstances where this is required. If you arrange return of the goods on your own either via mail/carrier or by dropping at our carrier depot, you must inform HP in advance and make the return without undue delay and in any event not later than 14 days after the day you have informed HP about your decision to cancel this contract. HP will pay the reasonable costs of the return.
Products must be returned with the original unopened box and packaging to the extent this is still possible, together with any accessories and free gifts received with the product(s). Software can only be returned if the box is sealed and not opened. You must take reasonable care of all products whilst they are still in your possession. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of damage caused by you. If the products were a special order made to your specification, this right of cancellation does not apply.
Orders are delivered as specified in the HP Store and determined by you when ordering online or over the phone.
We deliver only to UK destinations (excluding P.O. boxes or BFPO addresses). Our deliveries take place on working days, being Mondays to Fridays only (excluding bank holidays). Standard delivery for those products in stock will typically be within 2 working days, for orders received and accepted before 4pm (this will not apply if additional checks and verifications by HP are required). For remote or offshore destinations delivery will normally be within 3 working days from order acceptance. You will receive an order acceptance from us by e-mail once we have satisfactorily verified your payment details. These times are estimates and cannot be guaranteed.
For those products which are not immediately available from stock, an approximate availability is shown alongside the product description. These products can be ordered and will be delivered as soon as they are available. You will be notified as soon as we get a delivery date. If an item on a ‘group’ order has an extended lead-time, we reserve the right to: (i) send your items together when they are all in stock; or (ii) deliver in separate shipments based on availability, at HP’s sole discretion. If you would like to order a similar item which is in stock or cancel an item which has limited availability within a ‘group’ order, you will need to cancel the item on your original order and place another order(s) separately.
Delivery is free of charge for orders above £25. If your order totals less than £25 your order will incur a small delivery charge of £3.
- Events beyond our reasonable control. HP will not be held responsible for any delay or failure to comply with our obligations hereunder if the delay or failure arises from any cause which is beyond our reasonable control.
- Time Limited discounts: HP may operate time-limited discounts.
- HP reserve the right to amend information, products and / or prices at any time.
- Electronic communications: When ordering from HP you consent to receive communications from us electronically relating to your order.
Title and Risk of Loss
Title to hardware products passes to you upon the later of full payment or delivery of products. Risk of loss and damage pass to you upon delivery
Defects on Delivery and Returns
Your acceptance of the products occurs upon delivery of the products and will be presumed unless you notify HP in accordance with our "How to return and request refund or replacement" instructions on our website, as soon as reasonably possible but, in any case, no more than 30 days after delivery, that the products have been delivered in inoperable or otherwise defective condition.
If you reject any products, HP shall pick them up and, at your option, either replace or repair them, or refund the amounts you paid for them unless any such remedy is disproportionate or impossible. HP may test products upon return and charge you any costs incurred by HP if you wrongly claimed that returned products were inoperable or defective.
Return of products purchased under a special offer or promotion or as part of a bundle may be subject to specific conditions, as described herein or otherwise communicated to you. No refund is allowed for individual products purchased as part of a bundle or under a voucher promotion jointly with other products, but HP will either (i) replace such individual product or (ii) have returned the whole product bundle or the whole order and refund the amounts you paid. HP reserves the right to be reimbursed for any promotional discounts applied on other products you purchased if such discounts were dependent on the purchase of the product(s) returned to HP.
If you have accepted goods but a fault appears within the first 6 months after delivery, HP will at your request on notification, repair or replace the defective goods or, where such remedy is disproportionate or impossible, offer a refund or price reduction. From 6 months after delivery, you need to prove to HP that the defect was present at the time of delivery in order to invoke such rights. HP may test products upon return and charge you any costs incurred by HP if you wrongly claimed that returned products were inoperable or defective.
If goods require returning to HP, HP will collect the products but you will make them available for collection within 7 days of contacting HP Store about the return on a date to be agreed with HP. Please note our collection service is available between 9 a.m. and 5.30 p.m. Monday to Friday (excluding public holidays). We do not encourage customers to arrange their own returns, but there may be circumstances where this is required. If you arrange return of the goods on your own either via mail/carrier or by dropping at our carrier depot, you must inform HP in advance and make the return without undue delay and in any event not later than 14 days after the day you have informed HP about your decision to reject the products. HP will pay the reasonable costs of the return. You must take reasonable care of all products whilst they are still in your possession.
Online Dispute Resolution (ODR)
If you have a problem which is not resolved by us, you may access the Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/odr. The ODR platform is a web-based platform that is specifically designed to help consumers who have bought goods or services online and subsequently have a problem with that online purchase. It allows consumers to submit their contractual dispute and conduct the Alternative Dispute Resolution (ADR) procedure online. The ODR platform transmits disputes only to ADR bodies who are included in the national lists of ADR bodies that comply with the binding quality requirements established by the ADR Directive.
The HP Store customer service department can be contacted at: firstname.lastname@example.org
All products are covered by HP's limited warranty, in accordance with the terms and limitations specified in the warranty statement bundled with such products.
HP products are provided with a manufacturer warranty (HP Limited Warranty). Please refer to the HP Limited Warranty Statement provided with your product for extensive description of your manufacturer warranty entitlements, scope and duration.
In addition, if you are a consumer according to EU Directive 99/44 you may have additional statutory rights for the lack of conformity of your product with the contract of sale. Such statutory rights are independent and complementary to the HP Limited Warranty and are not in any way affected by it.
Click here for more information: Consumer Legal Guarantee.
Should you purchase an HP Support Pack. HP will provide those maintenance and support services you ordered in accordance with the applicable service description and subject to the conditions and limitations specified in the applicable terms
HP software products are subject to HP's standard licence terms posted in the HP Store. Non-HP software products and, exceptionally, some HP software products, may be subject to different licence terms, as provided with such products.
HP may from time to time offer electronic vouchers and other discount codes to be redeemed at HP Store (“e-vouchers”). e-vouchers are purely discount vouchers. e-vouchers will be governed by the specific terms and conditions applicable to the e-voucher and made available to customer. Any e-voucher to be redeemed at HP Store is delivered (directly or indirectly) by HP to the customer at no additional cost and is non-exchangeable, non-transferable and no cash alternative is offered.
Limitation of Liability
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
HP will not be liable for loss of data as it expects you to make appropriate arrangements to back up your data.
HP does not exclude or limit liability for death or personal injury (including to the extent caused by its negligence), for wilful default, for any breach of any undertaking as to title, quiet possession and freedom from encumbrance implied by applicable law, for fraud, fraudulent misrepresentation or any misrepresentation as to a matter fundamental to its ability to perform contractual obligations or for any other liability that cannot be excluded or limited by law.
Protection of Personal Data
You agree that any personally identifiable information you provide to us in connection with the HP Store may be dealt with by HP in accordance with the terms specified in the HP Privacy Statement available at the bottom of the HP Store web pages.
Other applicable terms
Sales are governed by the laws of the country and locality of delivery within the European Union (EU) and the European Free Trade Association (EFTA). You must comply with all applicable export licensing laws if you export the products.
You may have additional rights under your local statutory or consumer laws, which provide you with other remedies. To the extent that these Terms, HP's limited warranty, standard licence or Support Pack terms are inconsistent with the statutory laws of the country where HP has delivered the product(s) or support to you, they are deemed modified to be consistent with such local law.
Important Note: If you, for any reason, do not have access to any of the conditions referenced in these Terms, such as the HP Privacy Statement or HP Software Licence Terms, we ask you to contact the HP Call Centre and ask for a copy. The Terms and additional conditions referenced therein that are in effect at the time you submit your order will govern such order, so you are encouraged to print and keep a copy of them for your future reference.
HP Private Store Terms (HP Student Store, HP Employee Store, HP Friends & Family Store)
These HP Private Store Terms are specific to the HP Private Stores listed below and are in addition to the HP Terms and Conditions of Online and Phone Sales to Consumers. You may be eligible to subscribe to one of our three HP Private Stores if you meet the criteria set out below for that particular HP Private Store. Please note that the HP Private Stores are only available to our consumer customers (i.e. individuals purchasing products or services for use outside of their trade, business or profession and not for resale).
1. HP Student Store is a benefit available to consumers over the age of 16 studying at a recognised further or higher eductation institution within the UK. Access to the HP Student Store expires upon the termination of your studies with the participating educational institution. In order to be eligible you need to subscribe using your student email address provided by your educational institution. An eligibility check will be performed using the student email address you provide. If your institution is not recognised/part of the HP Student Store then please send an email to email@example.com for support.
2. HP Employee Store is a benefit available to consumers employed by an organisation participatiing in the HP Employee Purchase Program. Access to the HP Employee Store ends upon the termination of your employment with the participating company or removal of that company from the HP Employee Purchase Program. In order to be eligible you need to subscribe using your company email address provided by your employer. An eligibility check will be performed using the company email address you provide.
3. HP Friends & Family Store is a benefit available to consumers sponsored by HP employees. In order to access the HP Friends & Family Store you must provide the name and email address of your HP Friend or Family member, who will then be requested to approve your application. You will receive an email notification once he/she has approved your identity with a link to complete your registration.
Your registration to an HP Private Store indicates Your authorization for HP or HP Licensees to send you marketing communications by e-mail in accordance with the terms specified in the HP Privacy Statement available at the bottom of the HP Store web pages. Such communications will set out details of HP products, services and benefits that may be of interest to the members of the HP Private Store in which you are subscribed. You are entitled to opt out from such marketing communications at any time. However, on doing so your eligibility for access to the HP Private Store will cease. If you do not consent to receive such marketing communications, you will still be able to purchase HP products and services via the public HP Store.
If you meet the eligibility requirements above for one of the HP Private Stores in order to become a member you must sign in with a user name and password. Membership to an HP Private Store entitles you to receive special offers and to benefit from savings (all referred to as “Benefits”). Benefits apply from the moment you subscribe to an HP Private Store and will terminate when you cease meeting the eligbility criteria or unsubscribe from the HP Private Store by notifying the HP Store Support Team by email or phone. Benefits can only be used to purchase products on the HP Store. Benefits are subject to change or cancellation at any time. Benefits from an HP Private Store cannot be used together with any other offer or promotion. A maxmium spend of £5,000 per customer per year applies to all HP Private Stores.
Abuse of the HP Private Store access, including failure to follow or any attempts to circumvent eligibility criteria, reselling of products purchased or other improper conduct as determined by HP in its sole discretion is strictly forbidden. Abuse may result in cancellation of your membership and future disqualification to participate in any HP Private Store.
HP reserves the right to modify, revise or cancel the HP Private Stores and/or these terms without notice. HP’s decision on any aspect of a member’s account, membership status or eligibility shall be final.
By subscribing to an HP Private Store, you agree to and are subject to these HP Private Store Terms and certify that you meet all eligibility requirements.
Revision Date: October 29th 2020