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 (<$250, exceptions apply)
    • Email (all other requests, restrictions apply)

Step 2

  • Print FedEx prepaid label

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

  • 1. Drop-off package at a staffed FedEx Office or FedEx authorized location.

  • 2. Obtain receipt for your return for your records.

  • 3. HP will receive and inspect your return and process your refund or exchange once validated.

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
  • To allow time for holiday shopping and gift giving, purchases made between November 1st and December 25th may be returned until January 15th, 2021. Non-returnable items remain non-returnable. A restocking fee of up to 15% may apply.
  • Only items that have been purchased directly from HP.com, either through the HP Online Store or by phone can be returned. We cannot accept returns or exchanges for items from the HP Parts Store, HP Technical Support, HP Retailers, HP Software or repairs.
  • Exceptions for returnable items 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.
    • Software download/upgrades are not returnable.
    • Large format printers (for example, DesignJets) are not returnable unless the product is defective or the return is a result of an HP.com error.
    • Final Sale items are not returnable.
    • Any product which is noted as not returnable.
    • HP reserves the right to deny any returns in circumstances involving repeated returns or other abuse.
  • To return or exchange an item, you must first obtain a Return Merchandise Authorization (RMA) from HP.com Store, either by initiating online or by Emailing us.
    • The return label we email to you will enable you to return the item to us.
    • Do not refuse delivery or return the product without contacting HP first to obtain an RMA. Any product returned outside the HP Online Store Returns & Exchange policy without authorization may result in a delay or denial of your refund. Also, you assume full liability for products that may be lost or stolen.
  • HP may test computers and printers that are returned and impose a return fee or deny refund if the customer misrepresents the condition of the product.
  • Any returned desktop, laptop, tablet or printer that is damaged due to customer misuse, is missing parts, or is in unsellable condition due to customer tampering/customer action may result in the customer being charged a higher restocking fee or denied refund based on the condition of the product.

Exchanges

  • If you have received a damaged or defective item, we will send you a replacement of the same or similar product.
    • If there are any issues with delivery, please contact HP Store Customer Service immediately to report and resolve. Any claims must be made within 10 days of delivery or of the last scan of the package tracking. Claims received after this point may be denied by HP.
    • HP may require return of the original product prior to shipping the replacement.
  • If you have received a product and you would like to exchange it for something else, our Customer Service representative will be glad to assist you. A restocking fee may apply.
  • Your replacement for exchanges will be initiated once we confirm receipt of the returned item.

Refunds

  • Your refund will be initiated once we receive and inspect your return. Please allow us up to 10 business days to complete inspection. Once completed, you will receive email confirmation of your refund or exchange.
  • HP.com may deny refund or exchange for any returns that have been tampered with, have missing parts, have been misrepresented and/or are not received and inspected by our warehouse.
  • 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.
  • Return refunds may be subject to a restocking fee of up to 15% of the purchase price, plus any applicable sales tax, unless the product is defective or the return is a result of an HP.com error. Details for any deduction will be shown on your confirmation email for the return.

Note: Before you ship your return back to HP, make sure to back up any data on the hard drive(s) and on any other storage device in the product. Remove all confidential, proprietary and personal information as well as removable media such as flash drives, CDs and PC Cards. HP is not responsible for any confidential, proprietary or personal information; lost or corrupted data; or damaged or lost removable media that may be included with your return.


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.
  • Any product which is noted as not returnable.
  • HP reserves the right to deny any returns in circumstances involving repeated returns.

Can I exchange or get a replacement?

  • Yes. You can submit a product replacement or exchange request online or by Emailing us

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 usually takes about 5-7 days.

Will I get all of what I paid back?

  • Return refunds may be subject to a restocking fee of up to 15% of the purchase price, plus any applicable sales tax, unless the product is defective or the return is a result of an HP.com error. Details for any deduction will be shown on your confirmation email for the return.

Where can I find the status of my return?

Popular links

Disclaimer

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.

HP’s MSRP is subject to discount. HP’s MSRP price is shown as either a stand-alone price or as a strike-through price with a discounted or promotional price also listed. Discounted or promotional pricing is indicated by the presence of an additional higher MSRP strike-through price.

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