Delivery

Shipping & Delivery

Delivery of your HP products will take place from Monday to Sunday within regular business hours (except Sundays and Public Holidays).

Our carrier will contact you via phone call to agree on the best time to deliver your item(s).

Shipping is only available within Indonesia; we do not offer delivery outside of Indonesia.

For your protection, a signature is required for most deliveries. We do not allow address changes after an order has been accepted.

If you have any questions or need further information, please call us at 007-803-331-5068 (toll free)  from Monday to Friday from 9:00am to 6:00pm, and Saturday from 9:00am to 3:00pm, excluding public holidays.

Delivery information

Your order will be shipped once processed and confirmed by our system. A confirmation e-mail will be sent to you with your order details.

Selected products will be dispatched from the Warehouse within 2 working days*. However, do kindly note that the following delivery lead times apply:

Eligible laptops for the 2 days dispatch promotion

What are your shipping rates?

Delivery of all orders is currently free of charge.

Track Your Orders

Step 1: How do I check the status of my order?

Step 2: 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

Alternatively, you can contact HP toll free 007-803-331-5068, choose option 1, then 2 ( Monday to Friday from 09:00 to 18:00, and Saturday from 09:00-15:00 excluding public holidays).

CREDIT / DEBIT CARDS

We accept Visa, MasterCard, AMEX & JCB cards with a minimum purchase of RP 500.000 for full payment on credit card.

DIRECT DEPOSITS / BANK TRANSFER

Kindly transfer the amount using the following bank details

Bank Name: BCA (Bank Central Asia)
Account no: 5910159609
Account name: Pasifik Citi Retailindo, PT
Branch: Mangga Dua Square

Please submit your payment details via email to hpstoreindonesia@customerservice.team :
• Name
• Order ID
• Name of Bank
• Payment Receipt Number
• Proof of Payment (e.g transfer slip or screenshot)

After the Customer Service Representative confirms your payment, you will receive an e-mail and we will deliver your item(s).

Payment needs to be made within 72 hours. Otherwise, your order will be cancelled.

CREDIT CARD (0% INTEREST-FREE INSTALMENTS)

Participating banks: BRI, BCA

E-WALLETS

Applicable only for purchase with:
1. A minimum transaction of RP 10.000
2. A maximum transation of RP 10.000.000

KREDIVO INSTALMENT

Kredivo is a credit solution that gives you the benefit of buying now and paying later in 30 days without interest or in instalments of 3 months, 6 months or 12 months (interest at 2.6% per month).

Phone Order

If you prefer to order via mobile, you may:
1. Call us at 021 508 519 86
2. WhatsApp +62 215 086 4288

Our representatives are available Monday - Friday, 9.00am - 5.30pm (excluding Public Holiday)

PARTIAL PAYMENT (B2B CUSTOMER ONLY)

This option is available exclusively for B2B (corporate) customers via the call center channel.

Please contact us at 021 508 519 86 for more details..

Change or Cancel An Order

Can I cancel or change my order?

Please call us at 007-803-331-5068 (toll free) Option 1 then 2 and one of our sales representatives will help with 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

The HP Online Store will accept returns up to 7 days after delivery for most products.
Please contact HP Online Store at 007-803-331-5068, Option 1 then 2 to speak to our customer service staff who will give advice on refund process.

Refunds

• Tax (if applicable) is refunded with returns.

• 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 Bahasa. Contact us at 007-803-331-5068, Option 1 then 2 from Monday to Friday, 9:00 – 18:00.

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.

If the shipment was also initiated at the time of cancellation request, additional charges may apply.

All refunds against order cancellations after adjusting the cancellation charges will be routed through the original payment process.

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. Click here for a list of HP service centers.

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.

HP Store 14 Day Return Policy

At the HP Store we want to be completely satisfied with your HP Smart Tank and Ink Tank Printers purchases so you may change your mind and cancel your purchase and receive a full refund at any time before it ships and within 14 days from the day you receive your complete order.

Please note: it is HP Policy that we must have received the original items back prior to issuing any refund or replacement product/s.

What can I return?

Only HP Smart Tank and Ink Tank Printers are eligible for return within 14 days of delivery.

Conditions for return

You may return your faulty eligible HP Printer if you have received them in the following conditions:
• Physically damaged
• Has missing parts or accessories
• Defective
- If defective, the printer must undergo verification by the HP Service Team through on-call support, followed by inspection at your location or nearest brand service centre.
- Call HP Support Centre at 007-803-331-5068.
• No longer want the item

How do I return the printer?

1. Call our toll free line at 007-803-331-5068 or email us at hpstoreindonesia@customerservice.team
2. Inform our service team the reason for return, your order number, and your address.
3. In accordance with HP Policy, you will be issued a refund to your original payment method once the return is processed.

I want the replacement unit sent to a different address.
For replacements to a different address, we recommend that you return the item for a refund and place a new order to the updated address.
Please note that the above process is applicable only if the product is returnable and within 14 days from date of delivery.

What happens if you received a defective item?

For help in identifying the problem and getting you up and running, please call us at 007-803-331-5068 (toll free) Option 1 then 2 Monday – Friday (9:00 – 18:00 WIB) except on public holidays.

Reporting a damaged product

1. Customers must inform about the damage in their products within 7 working days from when products arrive at customers address.

Email to:
HP Store : onlinestoresupport@hp.com and hpstoreindonesia@hp.com
Email Subject: Damage_Order Number_Product Name

Please enclose:

• SN product

• SKU & Product Name

• Screenshot of Invoice

• Video/picture and explanation on the damage.

• Customer details: Name, Cust Address, Phone Number.

HP Store is not responsible for damage occurs after 7 working days of products arrival at customers address, customers must follow the warranty claim process and visit nearest HP Service Center.

2. Customers must send the damaged products in HP BOX complete with its peripherals (e.g chargers, cables, etc.) using J&T DFOD to address below:

HP Store Indonesia
PT. Pasifik Citi Retailindo Jl. Gunung Sahari Raya No.1
Rukan Mangga Dua Square Blok F9 (Basement) Ancol Pademangan Jakarta Utara 14430.
UP: Rias (+62 813-8677-0092)
Note: Depan Showroom Mobil Auto Fame

3. HP Store will take max 3 working days after the products received to validate the products’ damage.

• If the same product replacement is ready, HP Store will send the product replacement within 3 working days after damaged products are received. Our Customer Service Agent will contact you to inform you if the new product is already shipped.

• If the same product replacement is NOT ready, HP Store give full amount of refund to customers within max 10 working days after damaged products are received by HP Store and Customers will be entitled to a HP Store coupon codes worth 5% up to Rp 700,000 of the damaged products purchased before. This voucher will be given through our Customer Service Agent.

What happens if you received a defective item?

For help in identifying the problem and getting you up and running, please call us at 007-803-331-5068 (toll free) Option 1 then 2 Monday – Friday (9:00 – 18:00 WIB) except on public holidays.

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. Complete your name, phone number and address.

• For registered customers, please log in to proceed. To use a different address for shipping, click “New Address” then fill in a different delivery address.
• For new customers, please tick “Create account” and fill in password.

5. 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?

Your cart will remain available to you for 30 days.

Out of Stock

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

We'll notify you if you order a product that is out of stock and offer you a substitute product similar in functionality and specifications to the product originally ordered. You'll be given the opportunity to accept or reject the substitute product and price. The price for this new product may differ from the price of the product you originally ordered.

Clearance items are sold on a first-come, first-served basis. If you order an item from our Clearance items that we've run out of stock on, no substitution will be offered.

Order Confirmation

Will I get confirmation of my order?

Yes, once your order is placed you should receive a confirmation email within 24 hours.

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 and 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 enter your postal code 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?

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 decrease often, if it does, you will receive the lower list price.

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 the pre-order item(s)?

Generally, delivery dates for pre-order are usually between 4-6 weeks. It may vary depending on the product. The delivery date will be mentioned on the product page and checkout page

Delivery to certain postal codes may take longer.

Please note that delivery may be delayed if you are unable to accept an attempted delivery, or due to inclement weather, strike, incorrect address or credit card information, or other unforeseen circumstance outside of our control.

What happens if the pre-order release date changes?

Pre-order release dates listed are based on information we receive from the manufacturers and could be subject to change.

If the scheduled release date of an item that you have pre-ordered changes, or if the release is canceled all together, we will notify you via email.

Will I get reminder when my pre-order is shipped?

Once your item is ready to be shipped, we will send the delivery information to your email.

Can I change my shipping address after I've confirmed my pre-order?

Yes, you can change your shipping address for your pre-order anytime prior to the release date and shipment of the product.

When changing the shipping address, please make sure your payment method and billing address are up to date.

To change your shipping address, login to your HP Online Store Account and select My Account.

Can I return my pre-order item after delivery?

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.

Please check our Cancellations & Refunds FAQ for more information.

Store Security

What about security?

HP Online Store is committed to ensuring the security of your information.
We safeguard your information using the Secure Socket Layer (SSL) protocol, the most widely accepted Internet encryption standard, to provide you with the safest, most secure shopping experience possible.
The SSL technology protects your private information by encrypting your sensitive information while it is transferred from your computer's server to ours.
As you navigate the site, you may receive security warning messages, depending on your browser settings. These messages are simply letting you know that you're entering or leaving a secure area.

Personal Information Privacy

What do you do with my personal information?

HP takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it. Here's how HP Indonesia Online Store uses the information in your profile:

Address:
We use your address to deliver you the products you ordered. Our delivery services do not cover P.O. Box Address. Please provide a physical shipping address only. Delivery hours are Monday to Saturday from 10.00 am.- 07.00 pm., not inclusive of Public Holidays). Any changes to the shipping & billing address are not possible once order has been received.

E-mail Address:
We use your e-mail address to send you confirmation of your order and confirmation of shipment and to sign you in (along with your password).

Phone and Fax Numbers:
We keep your telephone and fax numbers on file to notify you in case of a problem with your order. Credit card numbers are used only for payment processing and fraud protection, and are not retained for other purposes.

We will not, under any circumstances, share your personal information with any company outside of Hewlett-Packard, or third parties acting on our behalf, such as those involved in processing and shipping your order. Click here to learn more about the Hewlett-Packard Company online privacy policy.

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 coupon?

To redeem coupons, just enter at cart once you completed your shopping and are ready to checkout. 6 Simple Steps:

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.

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 007-803-331-5068 (toll free) Option 1 then 2 Monday – Friday (9:00 – 18:00 WIB) except public holiday or email hpstoreindonesia@hp.com. They can assist in resolving the coupon redemption problem.

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.
Not 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.