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.
Step 1
Select the product you want to return and fill out the necessary information and request your return.
Returns how-to video
Step 2
Download and print your prepaid shipping label.
Step 3
Place all items in original packaging and add your label(s) to each box.
Step 4
Take your boxed product to the FedEx Office of your preference (remember to save your receipt).
To make your return request as easy as possible, please review the below steps first
Verify Purchase: The item must have been bought at the HP Store within the last 30 days and be returnable. (For other retailers, please reach out to the store you bought from for help.)
Locate Serial Number: Have the product nearby to easily verify its serial number if prompted.
A Helpful First Step: Our HP Support team may be able to help resolve common technical issues without the need for a return. Issues involving display settings, software configuration, drivers, and device setup can often be addressed quickly by our experts. If a return is still needed after troubleshooting, simply share your support ticket number with us and we’ll be happy to assist with next steps.
Small & Medium Business Dedicated Support: Contact your Account Manager directly if you have one assigned to your account.
Initiate Return or Exchange: Check our return information below for full details and FAQs.
Change in Terms After August 1, 2026:
- Prior to August 1st, your return may have been subject to a restocking fee: A restocking fee of up to 15% of the purchase price may be deducted from your refund for returned items, except where prohibited by law. No restocking fee applies to defective or incorrect items. A restocking fee is not applicable for printers, ink, toner, paper, care packs, software and services. For details, please visit: https://www.hp.com/us-en/shop/cv/returnsandexchanges.
- After August 1st, all order details pages will reflect the updated policy. Previously deducted fees remain valid. We apologize for any confusion.
Watch our short video tutorial to see the online return process in action.
FAQs and information about our returns policy
HP appreciates you and your business. Our priority is your satisfaction with our products and services.
Most products purchased directly from the HP Store may be returned. Please review details below.
Standard Returns Policy - HP.com (United States customers only)
- Most items purchased directly from the HP Store can be returned. We cannot accept returns or exchanges for items from the HP Parts Store, Instant Ink, All-In Plan, retailers, or HP Technical Support, including software, services, or repair orders.
- HP Store orders placed with a Purchase Order or on payment terms are not returnable. Please contact your Account Manager if you need assistance.
- For all eligible purchases, our return policy is 30 days from the date of delivery of your order. Any return request must be initiated during this time. If approved, you will receive a return authorization (RMA) number from the HP Store. Some exclusions apply as outlined below. (If your order is outside of the return window, please contact HP Technical Support for product support.)
- HP occasionally offers promotions that extend the standard return window for select products. If your purchase qualifies for one of these promotional offers, modified return terms and conditions may apply.
- All claims regarding delivery issues, including loss, damage, mis-delivery, etc., must be made within 10 days of delivery or of the last package tracking scan. After the ten-day period, our ability to locate shipments or resolve claims is limited. Claims received after this point may be denied by HP.
- Any product returned outside the HP Store Returns & Exchange policy without authorization may result in a delay or denial of your refund.
- Please return all items in as-new condition using their original packaging. Be sure to include all accessories, power adapters, documentation, and media that came in the original box. If the original box is no longer available, you may use a sturdy replacement box that provides adequate protection during shipment.
- Your return must be received within 30 days of authorization. Late returns may result in a reduced refund or the denial of return credit.
- Special conditions apply for products purchased in a bundle or during a promotion. See “Refunds” section below.
- For all purchases not made directly from HP, please check the return policy of the retailer or location from which you purchased your product.
- All returns must be made in the same country in which the purchase was made.
- Note: Before shipping your return to HP, please back up your data; remove any confidential, proprietary and personal information; and take out all removable media (like USBs or memory cards). HP is not responsible for lost data or left-behind items.
Exclusions:
-
Non-returnable items include:
- Software, unless the software is:
- Software on physical media such as a DVD or CD that you have not opened or removed from its sealed package.
- Gift Cards (except where required by law)
- Bulk orders which violate HP Store Terms & Conditions
- Packaged software (unless original packaging is unopened)
- Software download/upgrades
- Large format printers (for example, DesignJet’s) are not returnable unless the product is defective or the return is a result of an HP Store error
- Any product which is sold as not returnable
- HP reserves the right to reject any return or adjust the refund amount in cases involving repeated returns, violations of the HP Store Terms & Conditions, fraud, customer misuse, missing parts, or items rendered unsellable due to tampering or customer action. Depending on the condition of the returned item, a restocking fee may be applied or the refund denied.
- Software, unless the software is:
Restocking Fees:
- For eligible returns initiated within the specified 30-day return period, HP will provide return shipping labels at no cost to you and will not charge a restocking fee if:
- The product you are returning is defective
- The return is because HP made an error such as a shipping, configuration or processing error
- You are a consumer who purchased for personal use
- You are a business who purchased for your company use. Businesses buying under a Purchase Order or payment terms shall follow the terms of the agreement
- For purchases made for unauthorized resale or orders that do not comply with our terms of sale, HP may charge a restocking fee of up to 15% of the actual price paid for the product. Typically, any restocking fee is deducted from the refund or credit amount.
Exchanges
- HP Store requires the original product to be returned before a replacement is shipped. If you have an extenuating circumstance, please contact our Order Support team for assistance.
- Damaged or defective items: If you have received a damaged or defective item, we will send you a replacement for the same or similar product.
- Delivery issues: If there are any issues with delivery, please submit a case online (access your order and select “Get order help”) or contact Order Support within 10 business days of the carrier delivery date (or of the last tracking scan). Claims received after this point may be denied by HP.
- Want something else? If you have received a product and you would like to exchange it for something else, you can initiate your exchange online or contact us and an Order Support representative will be glad to assist you.
Refunds
Our warehouse receives and validates your return, we will initiate your refund.
- Timeline: Please allow up to 5 business days for our team to validate your return. From there, the refund will be processed and you will receive email confirmation. The refund may then take up to 5 business days to appear on your account, depending on your bank’s processing time.
- Payment Method: Refunds can only be issued back to your original form of payment.
- Paid Shipping Charges: In instances of a return for convenience (eg, no longer need, changed your mind), original shipping charges are non-refundable.
- Financed Purchases: Refunds do not include loan interest. You will remain responsible for financing agreement terms.
- Bundle Returns: When you return items from a bundle of items purchased, the remaining amount spent may no longer be eligible for the discount you may have received (examples include gift with purchase, additional discounts or quantity purchases). 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.
- Rewards Points:
- If HP Rewards points were used as a payment type for a purchase being returned, then your HP Rewards account will be credited the points you used for your returned purchase.
- If HP Rewards points were earned for a purchase being returned, then HP will deduct the points you received for the product you are returning from your HP Rewards point balance.
- Returned amount: Please keep in mind that your refund or credit may be less than the invoice or individual price paid due to bundled or promotional pricing, unadvertised discounts, prior returns, or concessions.
How can I return a product?
Please follow our easy return process outlined above.
What can I return?
Most items purchased from the HP Store by phone or online and within the return window can be returned; however, some exceptions apply:
- 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 (access your order and select “Get order help”) or contact Order Support.
When will I get my refund?
The timing of refunds on returns depends on various factors such as the time it takes for us to validate the return and your bank's processing time. You will get an email confirmation from us to keep you informed on the status of your return.
Will I get all of what I paid back?
For eligible returns initiated within the specified 30-day return period, HP will provide return shipping labels at no cost to you and will not charge a restocking fee if:
- The product you are returning is defective
- The return is because HP made an error such as a shipping, configuration or processing error
- You are a consumer who purchased for personal use
- You are a business who purchased for your company use. Businesses buying under a Purchase Order or payment terms shall follow the terms of the agreement
For purchases made for unauthorized resale or orders that do not comply with our terms of sale, HP may charge a restocking fee of up to 15% of the actual price paid for the product. Typically, any restocking fee is deducted from the refund or credit amount.
For convenience returns or exchanges, such as when you no longer need the item or changed your mind, paid shipping charges, if applicable, are not refundable.
How will I be refunded?
Refunds can only be issued to the original payment method used for your order. If you used both an HP Store gift card and a credit card, refunds are issued to the credit card first and then to the gift card, if applicable.
Do I have to pay for shipping my return back?
Currently, HP pays the cost for shipping returns back to our warehouse.
For returns from Alaska, due to shipping service limitations and distances, you may need to pay for and ship your items to the HP Store directly. For assistance, please contact Order Support.
Should I refuse delivery if I don’t want the order?
No, delivery refusal may result in delayed refunds. As a result, the HP Store does not recommend refusing delivery.
How is my prepaid return label sent to me?
Timing:
Return requests under $250 are typically processed right away, and your prepaid FedEx return label will be emailed to the address associated with your order.
For return requests over $250, we complete a quick review within 4 business hours, and we may contact you by phone call or email if we need any additional information to complete the review before issuing the return label.
Return requests under $250 are typically processed right away, and your prepaid FedEx return label will be emailed to the address associated with your order.
For return requests over $250, we complete a quick review within 4 business hours, and we may contact you by phone call or email if we need any additional information to complete the review before issuing the return label.
Receiving the label:
We use FedEx and emails are sent from noreply@fedex.com and will include:
We use FedEx and emails are sent from noreply@fedex.com and will include:
- A PDF of the prepaid return labels you can print.
- A QR code to use at any FedEx Office location if you are unable or prefer not to print.
What do I do to return the package(s) to HP?
- Tape a label to each box and write the RMA number on each box. If you cannot or prefer not to print, FedEx can scan the QR code from your smartphone and print your label for you at no charge. Most FedEx Office locations can also receive an email and print the label.
- Drop off the return at any staffed FedEx Office location or participating retail location.
- To help us process your refund or replacement as quickly as possible, please access or use the label promptly and drop off your return with FedEx.
IMPORTANT: Please get a receipt for your records. Do not use a FedEx drop box. Always give your return to a FedEx or retail associate and keep the receipt for your records.
How should I ship my return if I live far from a FedEx location?
- Our prepaid label email will include nearby drop-off locations, which may include participating retail locations such as Walgreens and Dollar General.
- Alternatively, if you need help scheduling a pickup for your return, please contact us for assistance. FedEx requires a printed label on the box.
What if I am physically unable to take my return and cannot print?
If you need help scheduling a pickup for your return, please contact us for assistance.
Will my return label expire?
Labels should be usable for up to 30 days. The sooner we receive your return, the sooner you will receive your refund or exchange. Returns must be received within 30 days of your request and RMA creation. If needed, you can take your return and label, or your label email on your smartphone, to a staffed FedEx location so they can confirm whether the label can be used. If the label is no longer valid, please contact HP Store Order Support for assistance.
Do I have to do anything special when returning a product with a Lithium Ion battery?
First, do not ship any product with a damaged, defective or compromised battery. Please contact Order Support for assistance.
Laptops and other devices containing an installed lithium-ion battery under 100 Wh are generally accepted for domestic air return as long as the device is completely powered off, protected from accidental activation, and securely packed in strong outer packaging.
All packages should display the applicable Li-Ion battery label for required shipping disclosure.
Laptops and other devices containing an installed lithium-ion battery under 100 Wh are generally accepted for domestic air return as long as the device is completely powered off, protected from accidental activation, and securely packed in strong outer packaging.
All packages should display the applicable Li-Ion battery label for required shipping disclosure.
- Lower 48 states: Li-ion batteries are mailable domestically by air only if they are installed in or packed with the equipment they are intended to operate. Ground shipment is typically preferred.
- From Alaska: If the return is a device with Li-ion batteries, it can be shipped by air if the batteries are installed/packed with the equipment. If the batteries are removed, they must be shipped by surface transport in limited quantities.
- From Hawaii: Same as other states — air shipment requires equipment-included or limited-quantity surface transport rules.
