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State and Local Government and Education Customer Return Policy


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Return guidelines

Coverage: These guidelines apply only to returns initiated by State and Local Government or Education customers purchasing HP/Compaq branded product direct from Hewlett Packard Company (“HP”) or a customer purchase under one of HP’s State and Local Government or Education direct contract.  A direct contract is defined as a contract by and between HP and a State, Local or Education end user.  This return policy does not apply to resellers purchasing directly from HP Direct under a contract held by and between the reseller and the end user.  This return policy does not apply to loaners, early marketing units or employee purchases administered as internal HP orders.

Products Not Eligible

Factory Express Services:  Products that require a custom image load, asset tagging and/or special packaging are not eligible unless the products are damaged, customer received an overage or HP incorrectly configured, ordered or shipped product (HP error).

Refurbished products – HP/Compaq branded product

Consumable products (i.e. printer cartridges, paper, open box software, etc.) cannot be returned to Hewlett-Packard

Third 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).

Product not purchased from HP directly, which means product purchased from another source, such as a reseller, distributor, etc. not covered under an HP Direct held contract.


Defective Product:For product that is defective on arrival, it is recommended that customers call Technical Support at 1-800-HPINVENT to determine if the product can be corrected. Or, the customer may utilize the 30 day goodwill return policy. Also the customer may call the HP North America Customer Service at 1-800-652-6672 to report product that was defective on arrival and obtain warranty service for HP Product, or obtain contact information for warranty services provided by other manufacturers.

Carrier Related Loss or Damaged Shipments:Customers should note damages or shortages on the Bill Of Lading at the time of delivery.  Within a reasonable time or not later than 30 days from delivery, notify the HP Customer Service team and provide a copy of the Bill of Lading/Packing Slip.  
Concealed damage(s) or shortage(s) (where the box is in good condition but product is missing or damaged) is an exception and should be reported as soon as practicable after delivery in order for HP to establish the claim with the carrier. 

HP is committed to customer satisfaction and values our relationship with State and Local Government and Education Customer.  To show our commitment, HP is providing a goodwill right to return, or exchange unused products within 30 days from receipt of the product. HP does not charge a restocking or handling fee for product returned within 30 days.  It’s at HP’s sole discretion to accept return products after 30-days.  If a product return is accepted after 30-days a restocking fee may apply.

Procedures for Returns: The State or Local Government Customer should contact the assigned Customer Service Representative by calling HP’s toll free number, 1.800.727.2472 to coordinate returns or replacements within 30 days from receipt of product. At that time the customer will be issued a Return Good Authorization (RGA) 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 RGA validation period. 
The HP 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 Good Authorization Number ("RGA") 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 that does not meet the requirements stated below.
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 RGA.   
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 RGA number on the box. 
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, your credit may be delayed and proof of delivery or other supporting documentation may be required.

  1. The RGA number(s) must appear clearly on the box, as returns will not be accepted without an RGA 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, HP reserves the right not to issue an RGA 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.  

RGA numbers that have been open for greater than fifteen (15) days may be cancelled and the customer subsequently invoiced for the unreturned product.  Another RGA 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 HP 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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