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.
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.
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.
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.
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**.
3. 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:
- 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**.
3. 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:
- 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
If you have received a damaged product or packaging, please contact us as soon as possible and no later than 30 days from delivery.
1. You will be required to send photos of the product and the box packaging (internal and external) and provide details of what’s wrong (e.g. tell us where the packaging is damaged or if the product inside the box is damaged and where).
2. Our team will then be in contact with instructions regarding the next steps.
1. You will be required to send photos of the product and the box packaging (internal and external) and provide details of what’s wrong (e.g. tell us where the packaging is damaged or if the product inside the box is damaged and where).
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).
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
If you receive an item you didn’t order, please contact our team as soon as possible.