Returns Section
We understand that from time to time you may change your mind and need to return a product, so we’ve got you covered with a free and easy returns service.
You have 30 days to return unwanted and unused products for a refund or exchange. You may handle the goods to establish their nature, characteristics and functioning, like you would if you were in a shop, but you may only return used products that are defective (e.g. inoperable or damaged on arrival). Please see our Terms and Conditions for further details.
The best news is we’ll arrange a free collection right from your home.
Products must be returned in their original condition. We may reduce any refund due to you to reflect any reduction in the value of the product caused by the way you have handled it or require you to pay the relevant sum to us.
In the unlikely event there’s been a problem with you order, we want to fix it fast. If it’s regarding damaged or missing items, where possible please let us know within 7 days of delivery.
General Section
1. Identity of the trader (who we are) and contact information
HP TERMS AND CONDITIONS
HP Inc UK Limited (“HP” or “we”)
Earley West
300 Thames Valley Park Drive
Reading
RG6 1PT
United Kingdom
Registered Number: 09408979; Registered in England
VAT ID: GB 206 9537 96
Telephone: 0207 660 3859
Email: ukstore.postsales@hp.com
2. Scope
These HP Terms & Conditions for Consumers (the "Terms") govern any order placed with HP via the HP eBay Store. Therefore, before placing an order, you should carefully read the terms and conditions set out below. If you do not accept these Terms, then please do not use the HP eBay Store or order any products from the HP eBay Store.
Your use of the eBay website is governed by the separately posted eBay User Agreement, eBay Privacy Policy and eBay Cookie Policy.
3. Prices, Taxes and Delivery Charges
Prices, delivery charges and payment terms shall be as specified on the HP eBay Store at the time you place your order. HP may operate time-limited discounts.
Standard delivery on all orders is free of charge.
Where applicable, HP’s prices include taxes, duties, levies or similar charges, such as any applicable value added taxes (“VAT”), copyright and / or environmental levies; no value added taxes refund system for overseas residents is currently available from HP.
Prior to submitting your order you will have the opportunity to review product prices and any applicable value added taxes and delivery charges. Please notify HP promptly should you believe your order has a pricing error. We are under no obligation to provide any product to you at the incorrect (lower) price if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing.
HP reserves the right to change information, products and / or prices published on the HP eBay Store at any time, but changes will not affect any order in respect of which we have already sent you an order confirmation.
Please note HP gift cards, promotions and vouchers are not valid payment methods on the HP eBay Store, unless otherwise stated.
4. Orders
Once placed, your order cannot be changed, except as described in these Terms.
HP reserves the right to review your order. In case of any irregularities or inconsistencies in your order or failure to pass our payment and anti-fraud checks, HP can reject your order. Your order will be processed by HP as soon as it has been validated by HP.
HP will send you an order confirmation or rejection notice as soon as reasonably possible.
The contract of sale between you and HP will only be formed when we send you the order confirmation.
If and to the extent possible under applicable law, we may use personal information provided by you in order to conduct appropriate payment and anti-fraud checks. Personal information that you provide may be checked against a credit reference or fraud prevention agency, which may keep a record of that information.
5. If we cannot fulfil your order
Despite our best efforts, on rare occasion, we may be unable to fulfil your order for a product (whether or not payment was made), because of something we discover after we send you an order confirmation email. If this is the case, we will, as soon as reasonably possible and no later than the planned delivery date, either contact you for instructions or reject your order and notify you of such cancellation. We may be unable to fulfil your order because:
- we have identified an obvious and unmistakable error in the price or description of the product;
- your delivery address is outside our stated delivery areas (see section 7 below);
- unexpected limits on our resources which we could not reasonably plan for;
- your transaction is declined by your bank, you fail to pay in accordance with the terms of your selected payment method, or we reasonably suspect that the order has been placed fraudulently; or
- the product is out of stock due to material supply constraints we did not have reasonable opportunity to notify you of in advance.
If payment was made and your order is cancelled, you will receive a refund via the same method you used to pay.
6. Your right to cancel your order before shipment
We pride ourselves on our quick turnaround time and this means there is only a small window to cancel your order before it ships. Although we will try our best to assist you, we cannot guarantee we will be able to cancel your order in time.
Prior to delivery, you have the right to cancel your order. Click here for details on the eBay process, which is the fastest way to process your request.
Alternatively, you may complete and return the model withdrawal form:
Model cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: HP Inc UK Limited, Earley West, 300 Thames Valley Park Drive, Reading, RG6 1PT, United Kingdom
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods / for the provision of the following service (*) _______________________
Ordered on (*):
Received on (*):
Name of consumer(s):
Address of consumer(s):
Date:
[*] Delete as appropriate
Please send this form by email to ukstore.postsales@hp.com or by post to the following address: HP Inc UK Limited, Earley West, 300 Thames Valley Park Drive, Reading, RG6 1PT, United Kingdom. Once we receive and process your withdrawal request, we will contact you to advise the next steps to complete your return withdrawal. *Important* Please don't send us any item to the above address, the HP eBay Store Postsales team will provide you with instructions on our returns/collection process.
If you cancel prior to delivery, you will be reimbursed for any payments made, including the costs of delivery (where applicable).
7. Delivery
Orders are delivered as specified in the HP eBay Store.
We deliver only to mainland UK destinations (excluding P.O. boxes or BFPO addresses). Our deliveries take place on working days, being Mondays to Fridays only (excluding bank holidays). Standard delivery for those products in stock will typically be within 3 working days, for orders received and accepted before 4pm (this will not apply if additional checks and verifications by HP are required). These times are estimates and cannot be guaranteed.
If our supply of the products is delayed by an event outside our reasonable control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract (see section 6 above) and receive a full refund for any products you have paid for but not received.
If you order a product which is not immediately available from stock either: (i) your order confirmation will specify the estimated delivery date; or (ii) where an estimated delivery date is not yet available, we will send you an email once the product is available and ready for shipping with the estimated delivery date. If an item on a ‘group’ order has an extended lead-time, we reserve the right to hold your order until we can deliver all of the items. If you would like to order a similar item which is in stock or cancel an item which has limited availability within a ‘group’ order, you will need to cancel the item on your original order and place another order(s) separately.
8. Ownership and Risk Transfer
Ownership of hardware products passes to you upon the later of full payment and delivery of products. Risk of loss and damage pass to you upon delivery.
9. Your right to change your mind after delivery
Complimentary cancellation period: You have 30 calendar days from the date of delivery to return unwanted, unopened and unused products (software, personalized and custom orders excluded) for a refund or exchange.
Statutory withdrawal right: If you are a consumer customer (i.e. an individual purchasing products primarily for non-professional use), you may also change your mind and cancel your purchase at any time, without giving any reason, within 14 calendar days after your order is delivered in full if you’ve handled and inspected your HP product to establish its nature, characteristics and functioning (like you would if you were in a shop), and you’re not 100% happy (or in the case of an HP Care Pack, 14 days (single-year) / 45 days (multi-year) after purchase). Personalized orders (made to your specification) and software where the packaging seal has been broken are excluded.
Defective goods: You may only return used products that are defective (e.g. inoperable or damaged on arrival) – see section 11 (Defects on Delivery) and section 13 (Return of Defective Goods / Consumer Legal Guarantee) below.
Returns process:
To exercise your right to cancel, you must notify HP and return any goods supplied to HP in accordance with the procedure outlined below.
The fastest way to notify HP is to:
1. Go to Purchase history and find the order you want to cancel.
2. Select the More actions dropdown and select Contact seller.
3. Choose Request to cancel this order, then Contact the seller.
4. Explain why you need to cancel, and select Send
Alternatively, you can complete and return the model withdrawal form in section 6 above.
Collection by HP: HP will collect the product(s), free of charge, provided you make them available for collection within 7 days of contacting HP about the cancellation on a date to be agreed with HP. Please note our collection service is only available between 9 a.m. and 5.30 p.m. Monday to Friday (excluding public holidays).
10. Effects of cancellation / withdrawal
If you cancel your purchase in the timeframes outlined in section 9 (Your right to change your mind after delivery) above you will receive a full refund including the costs of delivery (where applicable) within 14 days from the date of cancellation, except as set out below. The refund will be provided using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
Products should be returned with the original box and packaging where this is still possible, together with any accessories and free gifts received with the product(s). Software can only be returned if the box is sealed and not opened. You must take reasonable care of all products whilst they are still in your possession.
Refund exceptions:
We may reduce the refund due to you to reflect any loss in value of the product(s) resulting from handling other than necessary to establish the nature, characteristics and proper functioning of the goods, or require you to pay the relevant sum to us.
If you expressly request in writing to begin the performance of services purchased, such as HP Care Packs, before expiration of the withdrawal period, HP has the right to require you to pay an amount which is in proportion to what has been provided until you informed HP of your cancellation, in comparison with the services that still remains to be completed at the date of withdrawal.
If the products were a special order made to your specification, your right of cancellation does not apply.
11. Defects on Delivery (short term right to reject)
We encourage you to check your product(s) at the earliest opportunity for any defects or discrepancies (e.g. shipping box appears damaged, wrong product delivered, product is cosmetically damaged (scrapes, tears, dents, etc.)).
If the products have been delivered in inoperable or otherwise defective condition, please follow the eBay returns process: https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041, as soon as reasonably possible but, in any case, no more than 30 days after delivery to exercise your short term right to reject.
With the exception of promotional items or items forming part of a bundle (see section 12 below), if you reject any products under this section, you will receive a full refund of the amount you paid, unless you and HP agree an alternative remedy (for example, repair or replacement product). You are responsible for making the products available for collection or to return them in accordance with the eBay returns process: https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041. HP may test products upon return and charge you any costs incurred by HP if you wrongly claimed that returned products were inoperable or defective.
The HP short term right to reject applies in addition to and not in substitution for consumer’s statutory rights relating to faulty or misdescribed goods or services, the benefit of which are subject to specific conditions (see section 13 below) and the HP Limited Warranty (see section 14 below).
12. Return of promotional items or items forming part of a bundle
Return of products purchased under a special offer or promotion or as part of a bundle may be limited by specific conditions, as described in these Terms or otherwise communicated to you.
No refund is allowed for individual products purchased as part of a bundle, but HP will either (i) replace such individual product; or (ii) collect the whole product bundle or the whole order and refund the amounts you paid.
HP reserves the right to be reimbursed for any promotional discounts applied on other products you purchased if such discounts were dependent on the purchase of the product(s) returned to HP.
13. Return of Defective Goods (Consumer Legal Guarantee)
If you are a consumer customer (i.e. an individual purchasing products primarily for non-professional use) you have statutory rights if the product(s) purchased does not conform with the contract of sale. Such statutory rights are independent and complementary to the HP Limited Warranty and HP Care Packs (see below) and are not in any way affected by them.
If a fault appears within the first 6 months after delivery, HP will at your request on notification, repair or replace the defective goods or, where such remedy is disproportionate or impossible, offer a refund or price reduction. From 6 months after delivery, you need to prove to HP that the defect was present at the time of delivery in order to invoke such rights. HP may test products upon return and charge you any costs incurred by HP if you wrongly claimed that returned products were inoperable or defective.
For more information, visit: https://support.hp.com/gb-en/document/c03922002.
14. Manufacturer’s Warranty (HP Limited Warranty)
HP products are provided with a manufacturer warranty (HP Limited Warranty). The HP Limited Warranty covers any defect in the material or workmanship of the HP product for a period of 1-3 years, depending on the product and as specified in the “Technical details” section of the Product page on the HP eBay Store and the HP Limited Warranty Statement for your product.
The HP Limited Warranty begins on the date of purchase of the product. If the product is defective, HP will repair or replace the product or refund the purchase price upon return of the product, at HP’s option. The HP Limited Warranty includes parts, labour, return to workshop costs or travel for on-site repair.
The HP Limited Warranty does not cover damage due to impact, liquid spillage, misuse, environmental conditions of the product not conforming to HP specifications, or any other external cause indicated in the HP Limited Warranty Statement for your product.
The terms and conditions of the HP Limited Warranty associated with your product are available here: https://www.hp.com/uk-en/privacy/limited_warranty.html.
15. After Sales Support (HP Care Packs)
HP offers chargeable after sales support (``HP Care Packs'') consisting of an extension of the duration of the HP Limited Warranty and / or a higher level of service depending on the product (repair time, on-site support, exchange, collection and return by a carrier, installation by an HP technician). HP Care Packs take effect on the date of purchase of the associated product or on the expiration of the HP Limited Warranty (if it is a Post-Warranty HP Care Pack).
HP will provide HP Care Packs services in accordance with the service description and conditions provided on the applicable HP Care Pack product page, the HP Care Pack registration certificate and in the HP Care Pack Support Terms.
If you purchase a HP Care Pack from this HP eBay Store, by default HP will deliver the services in HP’s local delivery locations only (see section 7 for details), unless otherwise stated on the product page (e.g. Support w/Travel). For further information on HP Care Pack support coverage for hardware products in a different geographic location, please check the HP Care Pack Support Terms and the HP Care Pack product page for your specific Care Pack.
If you purchase a multi-year HP Care Pack, you may terminate the service by notice to HP at any time after the 45-day withdrawal period (regardless of whether you have already requested support services) and receive a pro rata refund for the remaining term.
Visit HP Care Pack Central at https://cpc.ext.hp.com/portal/site/cpc to access the HP Care Pack Support Terms.
The HP Limited Warranty and HP Care Pack support services apply in addition to and not in substitution for consumer’s statutory rights relating to faulty or misdescribed goods or services, the benefit of which are subject to specific conditions.
16. Software Licences
HP's standard licence terms (available at: https://support.hp.com/gb-en/document/ish_4416646-4390016-16) apply to your use of HP software products. Your use of non-HP software products and, exceptionally, some HP software products, may be governed by different licence terms, as provided with such products.
In some cases, express consent to the license terms of the software provider is a prerequisite for the use of the software. If you decide not to accept those license terms and if the use of the product for normal use is not possible without this consent, we can only accept the return of the product if it has not yet been put into operation by you and is returned to us in the original packaging with an unbroken seal.
17. Dispute Resolution
The HP eBay Store customer service department can be contacted via Contact your seller.
18. Limitation of Liability
If you are a consumer customer and we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract. HP will not be liable for loss of data as it expects you to make appropriate arrangements to back up your data.
If you are a customer purchasing for business use, HP's liability under these Terms is limited to the amount payable by you for the relevant order. HP will not be liable for lost revenues or profits, downtime costs, loss or damage to data or indirect, special or consequential costs or damages.
HP does not exclude or limit liability for death or personal injury (including to the extent caused by its negligence), for wilful default, for any breach of any undertaking as to title, quiet possession and freedom from encumbrance implied by applicable law, for fraud, fraudulent misrepresentation or any misrepresentation as to a matter fundamental to its ability to perform contractual obligations or for any other liability that cannot be excluded or limited by law.
19. Protection of Personal Data
Where you have provided us with your personal data, we will use this information: (i) to process your order and supply products to you; or (ii) in accordance with your consent. We will only collect and use your personal data in compliance with applicable data protection law and the HP Privacy Statement available at https://www.hp.com/go/privacy. To exercise your rights of access, rectification, opposition or deletion, please use the ‘Contact HP Privacy Office’ form available from HP’s Personal Data Rights Notice page: https://www8.hp.com/uk/en/privacy/privacy_notice.html.
20. Other applicable terms
When ordering from HP, HP may communicate with you electronically relating to your order (e.g. by e-mail, text message or by posting notices on the HP eBay Store).
These Terms and sales of products and services on the HP eBay Store are governed by the laws of the country and locality of delivery.
Products and services provided under these Terms are for your use only; further commercialisation is not permitted (e.g. resale or rental for commercial gain).
HP products are subject to export laws. After delivery of your purchases, you are responsible for complying with any export requirements if you ship HP products outside the United Kingdom (UK).
If you are a consumer, you may have additional rights under your local statutory or consumer laws, which provide you with other remedies. To the extent that these Terms, HP's limited warranty, standard licence or HP Care Pack terms are inconsistent with the statutory laws of the country where HP has delivered the product(s) or support to you, they are deemed modified to be consistent with such local law.
Important Note: If you, for any reason, do not have access to any of the conditions referenced in these Terms, such as the HP Privacy Statement, HP Care Pack terms or HP Software Licence terms we ask you to contact HP and ask for a copy. The Terms and additional conditions referenced therein that are in effect at the time you submit your order will govern such order, so you are encouraged to print and keep a copy of them for your future reference.
