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Return guidelines

Coverage: These guidelines apply only to returns initiated by Federal (for State and Local Education customers please refer to the SLED Return Policy) customers purchasing HEWLETT-PACKARD/Compaq branded product direct from Hewlett Packard Company (“HEWLETT-PACKARD”) or a customer purchase under one of Hewlett Packard's Federal, State and Local Government or Education direct contract. A direct contract is defined as a contract by and between HEWLETT-PACKARD and a Federal Agency, State and Local Government or Education end user. This return policy does not apply to resellers purchasing directly from HEWLETT-PACKARD Direct under a contract held by and between the reseller and the end user. This return policy does not apply to loaners or early marketing units.

Products must be in original packaging and must include all manuals, power cords, and Hewlett-Packard installed software and options to be eligible for return. For all returns, you must obtain a Return Good Authorization (RGA) by contacting Hewlett-Packard customer support at 1.800.727.2472 prior to return. At that time the customer will be issued a Return Material Authorization (RMA) number that shall remain valid for a period of fifteen (15) calendar days from the date of issuance. All materials must be received within the RMA validation period.

Please note that Hewlett-Packard 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 HEWLETT-PACKARD Direct order number
  8. Product that has been modified by installation of additional software or options or have serial numbers removed
  9. Party Options where returns are otherwise governed by the original manufacturer
Note: The original manufacturer may provide their own warranties; the guidelines should be confirmed with the customer support representative when requesting a Return Materials Authorization (RMA)

HEWLETT-PACKARD does not accept any COD returns.

After HEWLETT-PACKARD 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 upon request). 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 Customer Support Representative will contact you.

Non-Defective Product Returns

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

Hewlett-Packard, 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.

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 Customer Support Representative at 1.800.727.2472. 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, HEWLETT-PACKARD 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 HEWLETT-PACKARD within five (5) business days
  5. Customer documents the damage with digital photos, if available
  6. Customer returns merchandise to HEWLETT-PACKARD using RGA, original packaging materials and original shipping carton if available

Preparing Product for Return

  1. Call HEWLETT-PACKARD Customer Support Representative at 1.800.727.2472 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 Customer 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.

Proof of Delivery for Returns

Customers that are returning the merchandise without an HEWLETT-PACKARD issued call tag 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 HEWLETT-PACKARD 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 HEWLETT-PACKARD 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.

Procedures for Returns: The State or Local Government Customer should contact the assigned Customer Service Representative by calling Hewlett Packard’s toll free number, 1.800.727.2472 to coordinate returns or replacements within 30 days from receipt of product. The HEWLETT-PACKARD Customer Service Representative will schedule the pickup for returns and forward an email to the person requesting the return. Faxes can also be forwarded in place of an email. The email will include all the information regarding the return, including the Return Material Authorization Number ("RMA") and carrier name and date of pickup. The Customer Service Representative will assist the Customer on any other details or specifics regarding returns, credits and refunds.

Hewlett-Packard reserves the right to refuse any return (1) for an ineligible product; (2) where the return is not coordinated through the process identified above within 30 days of receipt of product; or (3) which in Hewlett Packard's determination does not meet the requirements stated below or in any other provision of this policy:
  • Package: Product must be returned in the original shipping packaging. In the event the packaging is not available or unusable, it must be noted when requesting an RMA.
  • If possible, remove all mailing labels on the outside of the box that references the customer address or simply mark out the mailing labels address with a marker. The customer will either receive a mailing label via email that should be attached to the return products and/or will be provided a label by the carrier. Be sure to mark your RMA number on the box.
  • If product for more than one RMA is being returned in the same box, make sure that all RMA numbers are listed on both the mailing label and packing list. If products are received at the Returns Center without valid RMA numbers on the mailing label, your credit may be delayed and proof of delivery or other supporting documentation may be required.
  • The RMA number(s) must appear clearly on the box, as returns will not be accepted without an RMA number. Returns must be 100% complete, unused, in original and re-salable condition, with all original packaging, manuals, registration card(s), software, cabling and accessories. If, after the product has been returned and inspected, it is discovered that components are missing from the return, HEWLETT-PACKARD reserves the right not to issue an RMA for the return of the missing components. If it is determined that there are missing components when the product is returned, and the customer has received a credit, the customer will be issued an invoice for the missing component. Missing components may include but are not limited to keyboard, mouse, software, speakers, accessories, drives, memory, microprocessors, and processor boards.
RMA numbers that have been open for greater than fifteen (15) days may be cancelled and the customer subsequently invoiced for the unreturned product. Another RMA can be requested as long as it is within the 30 days of receipt of the product. Please note that all returned products must be credited against the account and order from which the product was originally invoiced. All products must be returned to the address provided by the HEWLETT-PACKARD Customer Service Representative via email or by the carrier:

HP Returns
10739 W Little York Rd Ste 100
BLDG - COM Dock Door # 3
Houston, TX 77041-4001

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