How to return and request refund or replacement
Please, identify and click the best scenario that represents your situation from the below list.
The fastest way to reach our team is through our contact form accessible through the "Track My Order" page of the site. If you purchased an HP Care Pack and didn't buy it on the same order as the product being registered for warranty, please contact our team here to arrange the return of this item.
If you are expecting a refund or replacement, please note that HP will execute your request as soon as the goods are back into our warehouse.
The fastest way to reach our team is through our contact form accessible through the "Track My Order" page of the site. If you purchased an HP Care Pack and didn't buy it on the same order as the product being registered for warranty, please contact our team here to arrange the return of this item.
If you are expecting a refund or replacement, please note that HP will execute your request as soon as the goods are back into our warehouse.
WITHDRAWAL RIGHT FOR CONSUMERS
For reasons of goodwill, we grant consumers* a 14-day right of return on consumer hardware products under the condition that the goods are unopened and originally packed and neither product nor packageing have defects. We reserve the right to invoice you for any handling costs that might arise once the goods have been inspected in our warehouse.
Generally excluded are:
- PC- and Print Accessories (Headphones, Mice, Keyboard, etc.)
- Consumables (toner, filters, ink cartridges, storages etc.)
- Electronic software licenses (ESD, Carepacks)
- Goods made to the consumer's specifications or clearly personalized (e.g. configured hardware)
If you are a consumer customer*, and you want to arrange a return request in line with above mentioned rules, as per our Terms and Conditions, please read carefully the following steps to be performed:
1. Contact HP Store within 14 days from delivery:
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 "Check Order Status" 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 contact our team HERE .
2. HP Store team will provide detailed return instructions.
Additional Remarks:
-If you refused the delivery of your order, remember you will have to contact us to ask for your product withdrawal and we will initiate the return procedure.
-If you are a Professional Customer and you want to cancel or change your order please note that restrictions apply, so please contact our Post Sales: 043 547 97 86.
* Consumer customer is an individual purchasing products or services.
**Business customer is a registered company purchasing products or services.
Generally excluded are:
- PC- and Print Accessories (Headphones, Mice, Keyboard, etc.)
- Consumables (toner, filters, ink cartridges, storages etc.)
- Electronic software licenses (ESD, Carepacks)
- Goods made to the consumer's specifications or clearly personalized (e.g. configured hardware)
If you are a consumer customer*, and you want to arrange a return request in line with above mentioned rules, as per our Terms and Conditions, please read carefully the following steps to be performed:
1. Contact HP Store within 14 days from delivery:
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 "Check Order Status" 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 contact our team HERE .
2. HP Store team will provide detailed return instructions.
Additional Remarks:
-If you refused the delivery of your order, remember you will have to contact us to ask for your product withdrawal and we will initiate the return procedure.
-If you are a Professional Customer and you want to cancel or change your order please note that restrictions apply, so please contact our Post Sales: 043 547 97 86.
* Consumer customer is an individual purchasing products or services.
**Business customer is a registered company purchasing products or services.
I RECEIVED A PRODUCT THAT IS MALFUNCTIONING / TECHNICALLY DEFECTIVE (DOA)
1. Contact our HP Technical Support.
Tech Support Phone number for Consumer products: +41225675183. For Commercial products: +41435479785.
The validation of the product condition is done exclusively by HP Technical Support. In the event our Technical Support team are unable to resolve your issue via troubleshooting and/or repair, they will confirm and authorise your order as defective (DOA), by providing you a Call ID* or DOA authorisation form**.
2. Our HP Store Postsales Team will automatically receive a notification regarding the authorized return from HP Technical Support and will log a return in our system. Please wait to receive our instructions regarding the next steps.
Additional Remarks:
-Accordingly with HP warranty terms (provided with the product and the Consumer Legal Guarantee), after 30 days from delivery you can still contact our HP Technical Support to require assistance.
* For home use product ranges such as: Stream, Pavillion, Envy, Spectre, Omen.
**For business use product ranges such as: Elitebook, Zbook, Probook, Spectre Pro, Elite Pro, Folio.
Tech Support Phone number for Consumer products: +41225675183. For Commercial products: +41435479785.
The validation of the product condition is done exclusively by HP Technical Support. In the event our Technical Support team are unable to resolve your issue via troubleshooting and/or repair, they will confirm and authorise your order as defective (DOA), by providing you a Call ID* or DOA authorisation form**.
2. Our HP Store Postsales Team will automatically receive a notification regarding the authorized return from HP Technical Support and will log a return in our system. Please wait to receive our instructions regarding the next steps.
Additional Remarks:
-Accordingly with HP warranty terms (provided with the product and the Consumer Legal Guarantee), after 30 days from delivery you can still contact our HP Technical Support to require assistance.
* For home use product ranges such as: Stream, Pavillion, Envy, Spectre, Omen.
**For business use product ranges such as: Elitebook, Zbook, Probook, Spectre Pro, Elite Pro, Folio.
I RECEIVED A DAMAGED BOX / PRODUCT
If you wish to initiate a return because you have received a damaged box/product, please read the following steps carefully:
1. Contact HP Store HERE within 7 days from delivery.
It is mandatory to provide photos of the damaged product and packaging (internal/external) and a detailed description of the damage (e.g. whether the box is damaged or the product inside the box is damaged). Please understand that we cannot arrange a return or refund without this additional information.
2. HP Store team will provide detailed return instructions.
3. Initiate preparing your product to be returned by removing:
- Software and hardware components that you have installed.
- Personal DVDs and CDs you have used to install drivers and software.
- Passwords which may block the access to HP default software applications.
- Personal and confidential information.
1. Contact HP Store HERE within 7 days from delivery.
It is mandatory to provide photos of the damaged product and packaging (internal/external) and a detailed description of the damage (e.g. whether the box is damaged or the product inside the box is damaged). Please understand that we cannot arrange a return or refund without this additional information.
2. HP Store team will provide detailed return instructions.
3. Initiate preparing your product to be returned by removing:
- Software and hardware components that you have installed.
- Personal DVDs and CDs you have used to install drivers and software.
- Passwords which may block the access to HP default software applications.
- Personal and confidential information.
I RECEIVED AN INCOMPLETE ORDER/PRODUCT
If you received an incomplete order (with missing items) or a product (with missing accessories such as: cables, documentation, power cord), please follow the instructions described below:
1. Contact HP Store within 7 days from delivery:
To contact us, 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 "Check order Status" 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).
2. HP Store team will provide detailed return instructions.
3. HP Store will send the missing part at the earliest opportunity.
Subject to stock /availability.
1. Contact HP Store within 7 days from delivery:
To contact us, 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 "Check order Status" 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).
2. HP Store team will provide detailed return instructions.
3. HP Store will send the missing part at the earliest opportunity.
Subject to stock /availability.
I RECEIVED A PRODUCT THAT I DID NOT ORDER
Please carefully check your order confirmation upon receipt. If we do not receive any disagreement from your end within 48 hours, we assume you will accept the products as listed in the order confirmation.
If you want to initiate a return request because you received a product that you did NOT order (Exceeding quantity or not matching the item your ordered), please read carefully the following steps to be performed:
1. Contact HP Store HERE within 7 days from delivery.
2. The HP Store team will provide detailed return instructions.
If you want to initiate a return request because you received a product that you did NOT order (Exceeding quantity or not matching the item your ordered), please read carefully the following steps to be performed:
1. Contact HP Store HERE within 7 days from delivery.
2. The HP Store team will provide detailed return instructions.
To ensure a smooth return processing, 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, 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.
- Please note: We will not accept returns for goods made to the consumer's specifications or clearly personalized (e.g. configured hardware).
- 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. Returns related to goodwill returns within 14 days can only be accepted with original, non-opened and non-damaged packaging.