HP.com returns & refunds | HP® Official Store

HP.com returns

We are dedicated to bringing our customers the best shopping experience from start to finish. If any purchase isn't what you expected, we will make every effort to assist with your request.

Return processes

Standard / Consumer

Standard returns process

Step 1

  • Request a RMA via

    • Online (exceptions apply)
    • Chat
    • Call (888) 650-1544

Step 2

  • Print FedEx prepaid label (Smartphone users can access barcode)

Step 3

  • Place all items in original packaging.

  • Affix Return Merchandise Authorization (RMA) label on outside box (or smartphone users can Write R# on the box)

Step 4

  • Drop-off package at FedEx or FedEx authorized shipper.

  • Obtain receipt for your drop-off.

Military APO / FPO

Military APO/FPO returns process

If you are an APO/ FPO customer outside the HP.com Store delivery area, the standard HP.com Store return policies apply; however, you are responsible for shipping the product back to the HP.com Store state-side returns depot, plus handling, customs, and inventory liability that may be incurred. To start a return or exchange:

Step 1

Step 2

  • Receive email from HP.com Store with RMA and return shipping info.

Step 3

  • Place all items in original shipping box.

  • Write your RMA# on outside of box.

Step 4

  • Ship the product to HP.com Store address provided in the authorization email.

Account managed

Business, Commercial and Large volume orders must be returned through your account manager.

Returns, Exchanges & Refunds

Standard Returns Policy - HP.com (United States customers only)

  • Our return policy on most products* is 30 days from delivery. If your order is outside of the return window, please contact HP Technical Support for product support.
    * Check product for specific return policy such as non-returnable products or unopened only
  • Only items that have been purchased directly from HP.com, either through the HP Online Store or by phone can be returned. We can't accept returns or exchanges for items from the HP Parts Store, HP Technical Support, HP Retailers, HP Software or repairs.
  • Exceptions apply, including but not limited to:
    • Gift cards cannot be returned except where required by law.
    • Packaged software can only be returned if the original packaging is unopened.
    • Customized PC's are subject to a 15% restocking fee unless the product is defective or the return is a result of an HP.com error.
    • Software download/upgrades.
    • Large format printers (for example, DesignJets) – unless the product is defective or the return is a result of an HP.com error.
  • To return or exchange an item, you must first obtain a Return Merchandise Authorization (RMA) from HP, either by calling 1-888-650-1544, online or via Chat. Any product returned outside the HP Online Store Returns & Exchange Process without authorization may result in delays. Also, you will assume full liability for products that may be lost. Do not refuse delivery or return the product without calling us.


  • If you have received a damaged or defective item, we will send you a replacement of the same or similar product.
  • If you have received a product and you would like to exchange it for something else, our Customer Representative will be glad to assist you.
  • Your replacement for exchanges will be initiated once we confirm receipt of the returned item.


  • Your refund will be initiated once we receive your return.
  • Original shipping and handling charges may not be refunded.
  • We can only issue refunds back to the original form of payment. When you return items from a group of items purchased, the remaining amount spent may no longer be eligible for any discount you may have received (e.g., for gifts with purchase, free gifts, buying in quantity). If this is the case, the discount is subtracted from the price you paid for the returned item. To receive a complete refund, all items from the original purchase must be returned.
  • If you’re returning parts of an HP promotional offer or bundle, we will subtract the full price of the item(s) being returned from the total price paid and, if you paid more than such a resulting amount, HP will refund the over-payment to you.
  • If you financed your purchase, refunds will not include any interest due on the loan or any of the non-refundable amounts described above, and you will remain responsible for the performance of your financing agreement.

Frequently asked questions

How can I return a product?

Please follow our easy return process described here.

What can I return?

Items purchased with HP.com either by phone or online and within the return window can be returned; however, there are some exceptions:

  • Opened software.
  • Gift cards; except, where required by law.
  • Software download/upgrades.
  • Large format printers (for example, DesignJets) – unless the product is defective or the return is a result of an HP.com error.

Can I exchange or get a replacement?

  • Yes. You can submit a product replacement or exchange request via Chat or call 1-888-650-1544

When will I get my refund?

  • Credit for return is issued as soon as we confirm receipt of the merchandise. Depending on your financial institution, credit can usually takes about 5-7 days.

Where can I find the status of my return?

Popular links


Prices, specifications, availability and terms of offers may change without notice. Price protection, price matching or price guarantees do not apply to Intra-day, Daily Deals or limited-time promotions. Quantity limits may apply to orders, including orders for discounted and promotional items. Despite our best efforts, a small number of items may contain pricing, typography, or photography errors. Correct prices and promotions are validated at the time your order is placed. These terms apply only to products sold by HP.com; reseller offers may vary. Items sold by HP.com are not for immediate resale. Orders that do not comply with HP.com terms, conditions, and limitations may be cancelled. Contract and volume customers not eligible.

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**Offer valid with the purchase of select HP ENVY 2in-1, HP ENVY Curved All-in-One, OMEN Laptop, or OMEN Desktop PCS. Netflix offer expires 07/21/2018 or while supplies last. Valid for 6 months of Netflix Service on the $10.99 (a month) “2 Screens at a Time Subscription Plan” (total value $65.94). Redemption offer available to new and existing customers. Limit one Offer Per Customer. A Netflix compatible device (manufactured and sold separately) and broadband Internet connection are required to watch instantly. Offer is not redeemable or refundable for cash, subject to applicable law, and cannot be exchanged for Netflix gift subscriptions. You may apply the value of the offer to a different Netflix streaming plan. Exchanges in this manner may alter the duration of the offer. Netflix Service price plans subject to change. If a Netflix Service price change occurs before you redeem your Promotion Activation while this offer is valid, you will be entitled to the equivalent total value herein on the new price plan. See www.netflix.com/termsofuse. Offer and Eligible Products subject to change