Shipping & Delivery

When will I receive my order?

Your order will be delivered according to the Delivery Date upon order confirmation. For stock out item, we may not be able to deliver your order within 14 working days.

Please remember that all our deliveries will require a signature.

Do you ship orders outside of Hong Kong?

Currently, we do not ship to addresses outside of Hong Kong.

What are your shipping rates?

Free local urban area delivery on all purchase of HK$500/ transaction or more. for Ma Wan, discovery bay, and some outlying lsland, additional shipping rate is applied , for details, please contact 8100 3081 for assistance.

Ordering supplies and accessories over HKD250, enjoy locker delivery service for free

If no elevator service is available at the premises, the order can only be delivered on the ground floor. Door-to-Door delivery is not available to areas that cannot be reached directly by delivery vehicles. For village address, delivery to village entrance is only be provided.

Delivery is available on Monday to Friday (10:00am to 6:00pm), except public holidays. The exact delivery time will be according to logistics schedule, no dedicated delivery time could be arranged.

In case customer is not available for the scheduled time arranged by logistics, the delivery may be delayed for further arrangement.

Track Your Orders

How do I check the status of my orders?

Click on the My Account at the top right of HP Online Store and choose My Orders

You can also track your order here: Track Order

In case you have an further enquiries, please feel free to call our hotline 8100 3081 or email to cs@hpdirect.com.hk for assistance.

Credit Card

Currently we accept MasterCard and Visa. We do not accept debit cards.

Credit Cards (Visa / MasterCard) - full payment

Flexible Payment Options

Split your payments into smaller and more manageable 12-month 0% interest-free instalments.

Only for order over HK$5000 and Hang Seng credit cards are currently accepted for this payment option.

Card-holder is required to make an appointment and visit the Redemption Center or delicated HP shop in person. For enquiries, please contact us at cs@hpdirect.com.hk

Bank-in Transfer

Hang Seng Bank
Account Name: APAC Solution Corporation Limited
Account Number: 228-769816-883
(Remark: Upon payment, please keep the ORIGINCAL copy of receipt and notify HPDIRECT.COM.HK by 8100 3081 or cs@hpdirect.com.hk. HPDIRECT.COM.HK will collect the receipt as proof of payment)

E-Wallets

We accept the following e-wallets so you can make secure and easy payments for your desired HP products whenever, wherever:

Secure payments with Face ID, Touch ID or Passcode payments
• Choose Apple Pay as your payment method at checkout.
• Login with your Apple ID and set a valid payment card to complete your purchase.

Secure with built-in authentication and transaction encryption
• Choose Google Pay as your payment method at checkout.
• Login with your Google ID and set a valid payment card to complete your purchase.

For this option to be available upon checkout, please ensure you are logged in via Google or Apple account on your device, and have payment cards linked to your account. 

Change or Cancel An Order

Can I cancel or change my order?

Once confirmed, orders cannot be cancelled. Please call our support team at 8100 3081 for further inquiries on your request. In some cases, the changes requested may require us to cancel your original order and place a new order for you.

Returns Process

Return period

HP Hong Kong Online Store will accept returns only for manufacturing fault, expired, incorrect order, or damaged upon delivery, up to 7 days after delivery for most products. This process is only applied for HP products. For 3rd party's accessories or products, please contact the related vendor.

Please contact HP Online Store at 8100 3081, Option 1 then 2 to speak to our customer service representative who will give advice on refund process.

Refunds

• Original shipping and handling charges aren't refunded.
• When you return items from a group of items purchased, the remaining amount spent may no longer be eligible for any discount you may have received (e.g., for gifts with purchase, free gifts, buying in quantity).
• 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.

How do I return my order?

HP Customer Care provides easy access to expert advice on all your HP. We offer extensive service and support in English or local language. Contact us at: • HP Service Center at +852 2802 4098
• HP Sales Hotline at 8100 3081 (Hong Kong only), Option 1 then 2 from Monday to Friday, 9:30 – 18:30

We only accept returns for orders placed with the HP Online Store by phone or online. We cannot accept returns for other stores or any other online store or retail outlet.

Please prepare the below information to our call agent:

1. Contact details
• Caller/reporter details(if applicable)
• Who to contact when need further clarification?

2. Product details
• Product model
• Serial number
• Product number

3. Problem details
• Problem description & symptoms
• Error code or message (if applicable)
• Steps taken to isolate the problem (e.g. Swapping of part to confirm the fault, Hard disk test result, Memory test result etc.)
• Faulty part information if available (e.g. part description, hard disk capacity, memory size, HP spare number)

Do not refuse delivery or return product without contacting us first.
If you do not follow this process your credit will be delayed and you assume risk of loss and payment of return shipping charges.

Exchange / refund conditions

• Manufacturing fault, expired, incorrect order, or damaged upon delivery.
• Exchange/ refund item must remain unused with original packaging together with the invoice to process.
• Exchange/ refund must be requested within 7 days from the date of delivery only.
• After the 7-day period, if you find that there is a problem with your purchase, please contact the nearest HP service center or contact +852 28024098.

Credits

Credit for returns is issued once we confirm receipt of the merchandise. Please be aware that your financial institution may take up to 30 days to process your credit and have it reflect in your account.

Returns Policy

All orders are subject to acceptance by HP, including HP satisfying any requirements under any Indonesia or other export control regulations. Electronic orders must satisfy any legal requirements that agreements be in writing. Products ordered and/or delivered cannot be returned or exchanged, unless otherwise agreed by HP, at its sole discretion. Cancellation or reschedule charges for services may be applicable. Any non-refundable deposit paid in relation to a cancelled order is irreversibly forfeited at the time of cancellation. Subject to this clause, Once you have submitted your order it is final and binding upon you.

Damaged Product or Box

In the unfortunate event that you receive a damaged product don’t worry.

Firstly, please be sure to note and outline any damage on the delivery note supplied by our carrier.

To help us fix the situation as quickly as possible please contact our Post Sales team within 7 days of receipt of your order at:
• 8100 3081
• hpstorehongkong@customerservice.team

Please provide as much detail as possible:
• Is the damage visible on the product before or after opening?
• Was the box/equipment damaged?
• Provide photographic evidence of the damage.

HP will arrange to collect the goods at a convenient date and once returned back to our warehouse and assessed HP will ship you a replacement or give you a refund.

Please see HP warranty terms provided with the product and the Consumer Legal Guarantee.

Defective Item

For help in identifying the problem and getting you up and running, please call us at 2802 4098, Monday - Friday 9:00am – 5:30 (excluding public holidays).

Store Security

Is the HPDIRECT.COM.HK secure?

COM.HK is dedicated to providing you with a secure and private shopping experience. We safeguard your information using standard SSL (Secure Socket Layer) encrypted servers. This process codes the information transferred between you and the server and renders it unreadable to anyone trying to intercept the information. The transaction related information on HPDIRECT.COM.HK Store is 128-bit encrypted and support “Verified by Visa” and “MasterCard SecureCode”.

Personal Information Privacy

How does HPDIRECT.COM.HK treat my personal information?

Any personal information you provide to HPDIRECT.COM.HK during your visit to the online store is managed by HPDIRECT.COM.HK and held in the strictest of confidence. We do not give or sell any of this information to outside organizations. If you have further security concerns or feel more comfortable ordering by phone, please call us at 8100 3081. See HPDIRECT.COM.HK's Privacy Statement for more details https://www.hpshopping.hk/en/privacy.

How To Order

1. Click on the item you want to order then select quantity and click “Add to Cart”.

2. Click on the shopping cart to see item(s) in your shopping cart. Click “View and Edit Cart” to make changes to your order.

3. Enter the Post Code and click “Check”. Click “Change” if you want to change the Post Code. Click “Proceed to Checkout” to place your order.

4. If you choose "Click & Collect", click "Check" to find the Pickup Store near you. Select the Address and click "Proceed To Checkout" to place your order.

5. Complete your name, phone number and email address.

• For registered customers, please log in to proceed. For new customers, please tick “Create account” and fill in password.

6. Select your preferred payment method, tick the box “I have read and accept the Terms & Conditions and Privacy Policy” and click “Place Order” to complete the payment process.

Item In Cart

How long will an item remain in my cart?

Items in remain in your cart and will be available until the session expires. In case you are inactive & not able to complete the transaction, you will be asked to login again.

Out of Stock

What happens if one of the products that I ordered is out of stock?

You may call our HP Shopping Call Centre on 8100 3081 & speak to our customer representative so that we can confirm when your product will become available.

Order Confirmation

Will I receive a confirmation for my order?

Yes, once your order has been placed you should receive a confirmation email immediately on your registered email ID.

Clearance Items

What are "Clearance items" products?

All products listed in our Clearance items are brand-new discontinued products shipped in original packaging. We usually have very limited quantities of these products and when they are gone, we can't get more.
There are no refurbished models available through the Clearance items.

Use of Coupon

How do I use a discount coupon code?

To redeem coupons, just enter at cart once you completed your shopping and are ready to checkout.

1. After choosing your required options, click on the buy now button.
2. Click ""View/Edit cart"".
3. Enter your coupon code in the box labelled ""Apply Discount Code"" and click ""Apply Discount"".
4. Your coupon discount should show up on the Discounts line, under the Total Discount.
5. Click the ""Checkout"" button.
6. After you have successfully placed your order, you will receive an e-mail confirmation.

Why is my coupon code rejected?

If your coupon code is rejected, there may be several reasons:

1. You have entered the coupon code incorrectly. Please re-check the code and re-enter it.
2. You are trying to apply a discount to a product not included in the coupon offer, such as products combined with others in a bundle, or refurbished products that may not allow coupon discounts.
3. Your coupon has expired.
4. Your coupon requires a minimum purchase which has not been met.
5. Your coupon is limited to a set quantity of purchases and the limit has already been met. For example, limited to the first 25 units sold.
6. Your product is not available to coupon discounts as designated by coupon details.

If our site does not accept your coupon, and you believe you have a valid coupon, please call us at 8100 3081 (toll free), Monday – Friday (9:30am – 5:30pm) except public holiday or email hpstorehongkong@customerservice.team. They can assist in resolving the coupon redemption problem.

Terms and Conditions

HP Online Store distributes coupons to our customers periodically. All standard HP Online Store Terms & Conditions apply to purchases made using coupons including our Personal Use policy. Coupons may be subject addition terms, conditions, and restrictions including:

• For HP Online Store online and phone order purchases.
• Must be redeemed at the time of order.
• Valid between start and end dates as posted on the coupon.
• Limited to one usage per customer. One coupon per checkout.
• Non-transferable.
• May require a minimum purchase as designated in the individual coupon details.
• Not valid in retail stores.
• May or may not be valid with other discounts, bundles, promotions, discount purchase programs, or HP services.
• May not be combined with instant rebates.
• May be valid only with a specific type of payment.
• May or may not be valid with refurbished products.
• May or may not be limited to a set quantity of purchases, i.e., limited to the first 25 units sold.
• Valid until stocks last.
• Not redeemable for cash.
• Not valid retroactively for previously purchased products Subject to program and pricing changes without prior notice.

Each HP Online Store coupon is identified by a Coupon Code and has different requirements and rewards associated with it. Review your coupon for the specific requirements, as all requirements must be met in order to receive the coupon discount.

The HP Online Store does restrict the use of coupons and discounts for certain types of products, order sizes, and/or time periods based on criteria established by the HP Online Store.

Products and support purchased with coupons are solely for the Customer's personal use and not for immediate resale or sub-licensing.

About pre-order

What is a pre-order?

“Pre-order” allows you to reserve a product or purchase in advance prior to its scheduled release date or restock. Products in pre-order status are marked with “pre-order” button.

Pre-order reservation can be made via full advance payment or instalments. You can also opt for "Notify me" and get notified when the pre-order product is available for purchase.

Ordering & Payment

How do I make a pre-order reservation?

1. On the product listing page, select the product with "PRE-ORDER NOW" and add to cart.

2. View your cart and select pick up in Selected HP shop or home delivery under "Shipping option". If delivery is available for your location, proceed to checkout.

3. At Checkout, fill in your details, shipping & billing address, and your preferred payment method. Proceed to confirm order.

4. Order confirmation and details will be sent to your email. You can also login to your HP Online Store account and check the order status on My Order page.

When will I be charged?

For full payment, you will be charged immediately after checkout. You will be notified via email when the product is ready to be shipped.

What happens if the listing price changes between the time when I pre-order and the time it ships?

While the pre-order list price does not change often, if it does, our customer sales representative will contact you to follow up and do the price adjustment.

Can I purchase more than 1 item in my pre-order?

Yes. Please note that each pre-ordered product will have a separate order reference number.

Can I cancel my pre-order?

Orders can only be cancelled before shipping. Please note a cancellation fee will be applicable.

Please check our Cancellations & Refunds FAQ for more information.

Where can I view my pre-order details?

You can login to your HP Online Store account and check your pre-order details and status on My Order page.

Shipping & Delivery

When will I receive my order?

Your order will be delivered according to the Delivery Date upon order confirmation. For stock out item, we may not be able to deliver your order within 14 working days.

Please remember that all our deliveries will require a signature.

Do you ship orders outside of Hong Kong?

Currently, we do not ship to addresses outside of Hong Kong.

What are your shipping rates?

Free local urban area delivery on all purchase of HK$500/ transaction or more. for Ma Wan, discovery bay, and some outlying lsland, additional shipping rate is applied , for details, please contact 8100 3081 for assistance.

Ordering supplies and accessories over HKD250, enjoy locker delivery service for free

If no elevator service is available at the premises, the order can only be delivered on the ground floor. Door-to-Door delivery is not available to areas that cannot be reached directly by delivery vehicles. For village address, delivery to village entrance is only be provided.

Delivery is available on Monday to Friday (10:00am to 6:00pm), except public holidays. The exact delivery time will be according to logistics schedule, no dedicated delivery time could be arranged.

In case customer is not available for the scheduled time arranged by logistics, the delivery may be delayed for further arrangement.

HP Care Pack Services for HP Products

If you purchase an HP Care Pack, HP will send you the applicable HP Care Pack service description, support access details and relevant web address. HP will provide those maintenance and support services you ordered in accordance with the applicable service description and subject to HP's standard Care Pack terms and conditions.

For more information on HP Care Pack’s term & conditions, please go to http://h20560.www2.hp.com/portal/site/cpc?ac.admitted=1316392608397.2043657423.1959898185