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How to request a return

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.
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, where possible. If this is not possible, then suitable packaging should be used to protect your order and avoid any damage during the returns process.
  • You must take reasonable care of all products whilst they are still in your possession. We may reduce the refund due to you to reflect any loss in value of the product(s), or require you to pay the relevant sum to us, if the loss is the result of damage caused by you.
  • For drop offs: Once your return request has been validated, you will receive detailed instructions and a return label to stick on the box.
  • For collections: 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 will be made during normal business hours (9 a.m. and 5.30 p.m.) Monday – Friday only (excluding public holidays).
  • 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 "Consumer right to cancel / withdraw" if you've made a purchase as an individual and not buying for business use for an explanation of your statutory rights and HP’s complimentary cancellation policy.

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 below. 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,please follow the instructions below:

Return to HP
If you would like to drop off your products at the parcel shop yourself, please contact our post sales at ukstore.postsales@hp.com.
You will receive a return reference number from us, as well as a return label by e-mail for the products concerned and a link to parcel shops where you can drop off the products. Please print out the label and stick it on the box, then hand in the parcel at your nearest drop point.

Collection by HP
If it is not possible for you to drop off the products at the parcel shop, we can arrange for the goods to be collected on a suitable date. The fastest way to request 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, indicating you prefer the goods to be collected.

4. Our team will then be in contact with instructions regarding the next steps.


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 with instructions regarding the next steps.

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).

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.
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.

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How HP Store will handle my refund

If you have initiated a return of your purchased items and you are expecting a refund, please note that HP will execute valid refund requests as soon as the goods are back into our warehouse, unless you are a consumer customer exercising your statutory right of withdrawal, in which case you will receive a refund within 14 days from the date of cancellation. Your refund will be executed based on the payment method you used to place your order.

If you paid by Credit Card or Debit Card
Once we receive your return we will process your refund and the funds should appear back into your bank account within 5 banking days.
If the Card used for your purchase is no longer valid, you will need to supply us with your bank details (account holder name, IBAN and SWIFT/BIC) so we can execute the refund via a wire transfer.

If you paid by PayPal or PayPal Pay in 3
Once we receive your return we will process your refund and the funds should appear back into your account within 5 banking days.

If you paid by Wire Transfer or Open Invoice
Please provide our Post Sales team with your valid bank details: account holder name, IBAN and BIC/SWIFT code to allow us to execute your refund in a timely manner.

Standard banking practice dictates that the funds should appear back into your bank account within 5 banking days from the moment HP has executed the refund.

If you paid by Business financing
Please check your finance agreement or contact BNP Paribas Leasing Solutions Limited for information on their refund policy.

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Consumer right to withdraw / cancel

Read this if you've made a purchase as an individual and not buying for business use

Changed your Mind?
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. Here are the key timelines to remember:

  • HP's complimentary cancellation period: you have 30 days from the date of delivery to return unwanted, unopened and unused products (software, personalized and custom orders excluded) for a refund or exchange;
  • Statutory withdrawal right: you may also change your mind and cancel your purchase at any time, without giving any reason:
    • Products: within 14 days after your order is delivered in full if you’ve handled and inspected your HP product to establish its nature, characteristics and functioning (like you would if you were in a shop) and you’re not 100% happy for a refund or exchange. Personalized orders (i.e. special orders made to your personal specification) and software (such as Microsoft Office) where the packaging seal has been broken are excluded.
    • Services: within 14 days (or 45 days for multi-year HP Care Packs) after purchase.

Please also note the above time limits do not affect your right to return damaged or faulty items – see How to request a return and our Terms and Conditions for details.


What's the process?

    • Return to HP: if you would like to drop off your products at the parcel shop yourself, please contact our post sales at ukstore.postsales@hp.com.

      You will receive a return reference number from us, as well as a return label by e-mail for the products concerned and a link to parcel shops where you can drop off the products. Please print out the label and stick it on the box, then hand in the parcel at your nearest drop point.

      You must 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.

      Or

    • Collection by HP: if it is not possible for you to drop off the products at the parcel shop, we can arrange for the goods to be collected on a suitable date. The fastest way to request 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".

Alternatively, you can email our post sales team at ukstore.postsales@hp.com indicating you prefer the goods to be collected.

HP will collect the product(s), free of charge, provided you 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 only available between 9 a.m. and 5.30 p.m. Monday to Friday (excluding public holidays).


To exercise your statutory withdrawal right you may alternatively complete and return the model Withdrawal form, but this is not mandatory.

For returning products outside the 14-day statutory withdrawal period, please exclusively use our post sales email: ukstore.postsales@hp.com to contact HP.


Effects of cancellation / withdrawal
If you cancel your purchase 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, except as set out below. We will provide the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Products must be returned with the original box and packaging where 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.

Refund exceptions:

We may reduce the refund due to you to reflect any loss in value of the product(s), or require you to pay the relevant sum to us, if the loss is the result of damage caused by you.

If you expressly request in writing to begin the performance of services purchased, such as HP Care Packs, before expiration of the withdrawal period, HP has the right to require you to pay an amount which is in proportion to what has been provided until you informed HP of your cancellation, in comparison with the services that still remains to be completed at the date of withdrawal.
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.

Contact

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