Can I change or add products to my recent order?
• Once your order is placed, it cannot be changed. We are unable to change or add to the order which includes making a configuration change on a customizable PC no matter how small the change may be.
• If a change is necessary, you will need to cancel the current order and place a new order – see detailed cancellation instructions below. Please wait for us to confirm the order cancellation was successful, as we have a limited amount of time to cancel the order before it ships. Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time.
Can I edit my current order (order details, shipping/billing information, email, etc.)?
• Once your order is placed, it cannot be edited. If a change is necessary, you will need to cancel the current order and place a new order – see detailed cancellation instructions below. Please wait for us to confirm the order cancellation was successful, as we have a limited amount of time to cancel the order before it ships. Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time.
• Delivery address changes may be possible without order cancellation and replacement but are subject to timing and security verification. Please contact us as soon as possible for further advice.
How to cancel an order that hasn’t been shipped yet
We pride ourselves on our quick turnaround time and this means there is only a small window to cancel your order before it ships. Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time.
You can cancel items or orders that haven't been shipped from our warehouse by visiting the "Check Order Status" area of the site.
Step 1: Log into the "Check Order Status" 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.
Step 2: 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.
Step 3: 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".
Step 4: Select the reason for your cancellation request , provide a comment if applicable, then click on "Continue".
After submitting the cancellation, subject to timing, we will send you a confirmation message to the e-mail address on your account.Orders that are already shipped from the warehouse cannot be cancelled; they must be returned to HP. For more information about returns, please consult our Returns, Refunds and Replacements section.Please note, customised PC orders cannot be cancelled once the order is processed.
HP reserves the right to cancel any accepted order prior to delivery, at HP's discretion (whether or not payment was made), in case of any material errors in connection with your order, the price or other conditions published in 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).
Refund process for cancelled physical products by payment methods
No refund is necessary as your credit card has not been debited. We only take payment when we dispatch your order but your bank may have reserved these funds as a preauthorization. Your money will be visible in your account within a few days subject to your credit card provider’s policy.
In this case, we will refund your account after the cancellation is processed. The funds should appear back into your bank account within 5 business days subject to standard banking practice.
Wire transfer or Open Invoice
If this is your payment method, we will refund your account after the cancellation has been processed/confirmed. When requesting the cancellation of an order/item (as described above), you will have a free text field where we strongly recommend you to include your Bank Details (Account Holder Name | IBAN | Swift Code) so our Post Sales team can proceed with your refund.
Refund process for non-physical products
If your order is an HP Service (Such as Care Packs) the following differentiation will apply:
If you are a Business Customer, as per our Terms and Conditions: any services provided prior to notice of cancellation will be chargeable to you and you will only receive a partial refund. If the entirety of services have been provided prior to notice of cancellation, you will no longer be eligible to receive any refund.
If you are a Consumer Customer,as per our Terms and Conditions: (1) 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; and (2) if the entirety of services have been provided prior to notice of cancellation, and the performance begun with your prior express consent and with the acknowledgement that he will lose his right of withdrawal, you will not receive a refund at all.
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