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.
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. Tech Support Phone number for Consumer products: 0207 660 0596. For Commercial products: 0207 660 0403.
2. If our Technical Support 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.
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. Tech Support Phone number for Consumer products: 0207 660 0596. For Commercial products: 0207 660 0403.
2. If our Technical Support 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.
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).
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.
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
We are working to meet the current extraordinary customer demand for our products. Our website reflects current product availability but circumstances are dynamic. You may check your order status via our Track My Order page ("Click Here" to log in). We will send updates by email as soon as they are available. We greatly value your business and appreciate your ongoing patience as we work to get your order to you.
Coronavirus (COVID-19) - Current Status
We are working to meet the current extraordinary customer demand for our products. Our website reflects current product availability but circumstances are dynamic. You may check your order status via our Track My Order page ("Click Here" to log in). We will send updates by email as soon as they are available. We greatly value your business and appreciate your ongoing patience as we work to get your order to you.
Contact
- ukstore.postsales@hp.com
- Mon - Fri 9am - 5.30pm: 0207 660 3859