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Return guidelines

Products must be in original packaging and must include all manuals, power cords, and HP installed software and options to be eligible for return. For all returns, you must obtain a Return Goods Authorization (RGA) by contacting HP Order Support at 1-866-625-0242 or Chat prior to shipment.

Please note that HP will not accept returns for the following products (unless defective):

  1. Custom configured orders (i.e. Customer specifications, Custom image, asset tagging, etc)
  2. Opened memory
  3. Opened software and consumable products (i.e. printer cartridges, paper, etc.)
  4. Electronic software downloads
  5. Replacement parts supplied by technical support
  6. Product which are obsolete/end of life
  7. Product that cannot be linked to an HP Direct order number
  8. Product that has been modified by installation of additional software or options or have serial numbers removed

HP does not accept any COD returns.

Return shipping costs are borne by the customer; unless HP specifically agrees otherwise. If requested, a return label may be offered to the customer at a reasonable cost.

PLEASE NOTE: Return labels are valid for 10 calendar days. When returning the product please ensure that the return package is post marked no later than the 10th day.

After HP receives your return, it is inspected and compared to the RGA. All parts and equipment contained in the original order must be included (including, without limitation: keyboard, mouse, software, speakers, accessories, drives, memory, microprocessors, and processor boards). Once confirmation is completed, the return is processed into the warehouse and credit is issued using the same form of payment used for purchase (for cash payments, a refund check will be issued). The normal process usually takes 7-10 business days to complete. No credits are issued for incomplete returns.

If the returned shipment does not match the RGA, a Order Support Representative will contact you.

Non-Defective Product Returns

RGAs must be requested within 30 days after the delivery date, and are subject to a $15 restocking fee.

HP, in its sole discretion, may accept returns requested more than 30 days after the delivery date subject to a restocking fee of 25%.

Restocking fees are deducted from the refund amount issued.

Defective Product and Defective on Arrival (DOA)

For defective HP products, HP provides technical assistance to diagnose the problem and will repair or authorize a replacement or return of the product. Based on the terms of your warranty, an on site technician may be dispatched to diagnose or repair the defective product. If the product fails after the first 30 days, the applicable warranty program specifies the terms for repair services.

DOA - To report product that was defective on arrival (DOA), the customer should contact the HP Technical Support 1-800-334-5144 to request diagnosis and repair or authorize a replacement or return of the product.

If product fails during the Limited Warranty Period and the suggestions in the product documentation does not solve the problem, the customer can receive support by visiting "Support & Drivers" at www.hp.com to locate authorized support providers, post questions to HP Technical Support professionals or download software.

Shipment Related Loss or Damage

You should note damages or shortages on the Proof of Delivery document at the time of delivery and you must report damages or shortages within 14 days contacting a Order Support Representative at 1-866-625-0242 or through Chat to obtain Return Goods Authorization (RGA) number(s). You may be asked to provide a copy of the Proof of Delivery and order number or customer account number.

You must report concealed damage, where the box is in good condition but the product is missing or damaged, within five business days after delivery. Carriers reserve the right to conduct an on-site inspection at the delivery destination. If the carrier is not allowed to inspect the product, a claim cannot be filed and replacement product will not be provided. When the carrier claim has been validated or the carrier waives an inspection, HP will provide an RGA for the return of damaged product, process a credit for the damage or shortage, and enter an order for replacement product.

  1. Customers should take receipt and sign for delivery of damaged product.
  2. Customer must have Carrier note delivery discrepancy (such as shortage or damaged box) on the "Proof of Delivery".
  3. Customer signs "Proof of Delivery" and maintains copy.
  4. Customer submits copy of "Proof of Delivery" to HP within five (5) business days.
  5. Customer documents the damage with digital photos, if available.
  6. Customer returns merchandise to HP using RGA, original packaging materials and original shipping carton if available.

Preparing Product for Return

  1. Chat live or call HP Order Support Representative at 1-866-625-0242 to obtain Return Goods Authorization (RGA) number(s).
  2. Package the product including the "Packing List" which includes the original order number, part number(s), quantity, and applicable serial number(s) for the product(s) being returned.
  3. The original box and packing material will need to be used to return the item.
  4. Remove all mailing labels on the outside of the box that references the customer address. Prepare and attach a new mailing label with the RGA#(s) and the Returns Center address provided by the Order Support Representative. DO NOT WRITE ON THE PACKAGING.
  5. If product for more than one RGA is being returned in the same box, make sure that all RGA numbers are listed on both the mailing label and packing list. If products are received at the Returns Center without valid RGA numbers on the mailing label, credit may be delayed or item may be refused and returned to the customer.

A return label may be issued upon request to return product. Any fees for the return label may be deducted from the credit due to the customer.

PLEASE NOTE: Return labels are valid for 10 calendar days. When returning the product please ensure that the return package is post marked no later than the 10th day.

Proof of Delivery for Returns

Customers that are returning the merchandise without an HP issued return label are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx, for all returns. Customer is responsible to pack the item being returned properly to prevent any damage or loss of product en route to the HP Returns Center. When customers purchase insurance coverage from a carrier, collection on claims associated with Carrier loss or damage is the responsibility of the customer.

Signatures confirming Proof of Delivery can be used to determine whether or not a box has been received at the HP Returns Center. If items are consolidated in a single box, a POD cannot be used to confirm receipt of specific items or quantities. If you return a product outside this process, your credit or replacement may be delayed pending proof of delivery to our warehouse. Customer assumes risk of loss and payment of return freight.

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