Still waiting on a HP refund?
Can you get a refund from HP? Check eligibility first
14-Day Change of Mind Returns:
- HP Australia offers a 14-day return policy for products purchased directly from HP (online or phone).
- Items must be returned within 14 calendar days of receiving your final product from the order.
Condition of Returned Products:
- Items must be in "as new" condition, complete with original packaging, accessories, manuals, and proof of purchase.
- HP reserves the right to refuse returns or apply restocking fees for incomplete or damaged items.
Exclusions (Non-returnable Items):
- Custom-configured (built-to-order) PCs.
- Opened software or digital downloads.
- Opened printer ink or toner cartridges.
- Final sale or clearance items marked as non-returnable.
- Major commercial equipment (e.g., large format printers).
Faulty or Damaged Items (DOA):
- Defective or damaged items qualify for returns or replacements under warranty or Australian Consumer Law. Report these within 14 days of receipt.
How to get a refund from HP
1. Obtain a Return Merchandise Authorisation (RMA):
- Call HP Post Sales Support at 1300 635 787, email hpstoreaustralia@customerservice.team, or use the HP Contact Page.
- Provide your order number, product details, and reason for return to get your RMA.
2. Prepare Your Product for Return:
- Pack the item securely in original packaging, including all accessories, manuals, and bonus items.
- Perform a factory reset for electronic items, removing personal data.
3. Arrange Pickup or Drop-off:
- HP typically arranges a free courier pickup (FedEx or StarTrack) and provides you with a prepaid return label.
- Attach provided label and keep the tracking number for your records.
4. HP Inspection & Refund Approval:
- HP inspects the returned item upon receipt.
- Once approved, your refund will be issued promptly to your original payment method.
5. Follow Up if Needed:
- If you haven’t received your refund within 3 weeks of shipping your return, contact HP support quoting your RMA number.
HP’s refund timeframe - how long it takes
Typical Processing Time:
- HP aims to process refunds within 21 days of your initial request.
- Actual processing often occurs within 1–2 weeks from receiving your returned product.
Payment Method Timelines:
- Credit/Debit Card & PayPal: Typically within 5–7 business days after processing.
- Bank Transfer/Direct Deposit: Usually around 5 business days after HP initiates the refund.
Potential Delays:
- High volume periods, courier delays, or incomplete returns may extend the timeframe slightly.
HP’s refund methods - how you'll get your money back
Refunds via Original Payment Method:
- HP refunds are returned to your original payment method (credit/debit card, PayPal, bank transfer).
Credit & Debit Cards:
- Refunds appear as credits on your card statement typically within a week.
PayPal:
- Refunds are issued to your PayPal account, usually within 1–2 business days after HP processing.
Direct Deposit & Bank Transfer:
- HP requests your BSB and account number; refunds appear typically within 5 business days after approval.
Gift Cards & Prepaid Cards:
- Refunds will be credited back to your HP gift card or a new card may be issued. Retain original gift cards to avoid replacement fees.
Financed or Lease Payments:
- Refunds processed through your financing provider, reducing your outstanding balance or refunding payments made.
Common refund issues with HP
- Missing the 14-Day Return Window: Customers attempting returns after 14 days can be declined. Act promptly within this window.
- Returned Items Not in Original Condition: HP may refuse refunds or apply restocking fees for items showing use or missing accessories.
- Returning Non-returnable Items: Custom-configured PCs, opened consumables, and software are commonly misunderstood as refundable. Verify before purchasing.
- Delays in Return Collection: Occasional courier delays in arranging pickup may cause anxiety, but your refund rights remain valid once initiated.
- Credit Card or Bank Refund Delays: Closed or expired cards can delay refunds. Notify HP proactively to arrange alternative methods.
- Warranty vs. Refund Confusion: Refunds for defects after 14 days typically fall under warranty repair, not refund. Clarify your situation clearly with HP support.
HP cases submitted through Ajust
I reached out to HP after weeks of waiting for my refund and hearing nothing back. Every call felt like a dead end, and I just wanted the issue sorted. It’s exhausting when support goes silent after promising to help, especially when all you’re asking for is what you’re owed. - Brenda
I bought an HP OfficeJet thinking it would be reliable, but Wi-Fi printing never worked properly. After endless troubleshooting, I just wanted a refund—it wasn’t fit for purpose. It’s frustrating to spend good money and still be chasing a fix that never comes. - Colin
Customer experiences with HP refund cases
Fast & Easy Printer Return: A customer quickly returned a mistakenly purchased HP printer and received a full refund within 10 days.
Custom Laptop Return Refused: A customer attempted to return a custom-built laptop, unaware it was non-returnable. HP declined the return as per policy.
Delayed Pickup for DOA Laptop: A faulty EliteBook took several weeks for pickup scheduling but eventually was refunded fully after persistent follow-ups.
How HP Refund Policy Compares to Competitors
Versus Dell:
- Dell often applies restocking fees (~15%) on opened returns; HP typically does not, offering better customer value.
Versus Lenovo:
- Lenovo imposes a restocking fee up to 20% for change-of-mind returns, making HP’s policy significantly more customer-friendly.
Versus Apple:
- Apple allows opened product returns with fewer conditions within 14 days. HP is slightly stricter about item condition but still competitive among PC manufacturers.
Versus Retailers (JB Hi-Fi, Officeworks):
- HP direct purchases offer more generous change-of-mind terms compared to certain retailers like JB Hi-Fi, which typically doesn’t allow such returns.
Customer Service & Transparency:
- HP provides clear, easy-to-follow guidelines for returns and generally receives positive feedback for its transparency and straightforward refund process.
Official HP Refund Resources & Links
- HP Australia Returns & Refunds Policy
- HP Terms & Conditions Australia
- Post Sales Support: Call 1300 635 787 or email hpstoreaustralia@customerservice.team
- HP Customer Support Charter (PDF)
- ACCC Consumer Rights Information
- HP Support Community Forums
HP Refund FAQs
What is HP Australia’s refund policy for change-of-mind returns?
HP Australia allows 14-day change-of-mind returns for items bought directly from HP online or by phone. Products must be in “as new” condition with all original packaging, accessories, and proof of purchase. Custom PCs, opened software, and consumables are excluded. This short window means you should act quickly after receiving your order to remain eligible for a full refund.
How long does it take to receive a refund from HP?
HP aims to process refunds within 21 days of your initial request, though most are completed within one to two weeks after the return is received. Refunds appear in your original payment method—such as PayPal or card—typically within 5–7 business days of HP processing. Delays may occur during busy periods or if items are incomplete or damaged.
What should I do if HP refuses or delays my refund?
If HP refuses or delays your refund, contact their Post Sales Support with your RMA number to follow up. Under Australian Consumer Law, you can still seek a remedy if the product is faulty or the return delay is unreasonable. Services like Ajust can help you assert your consumer rights and ensure HP honours your refund entitlement quickly.`
How does HP’s refund policy compare with other tech brands?
HP’s refund policy is more flexible than most competitors. Unlike Dell or Lenovo, HP generally avoids restocking fees on change-of-mind returns, provided items are unopened and complete. While Apple allows opened returns within 14 days, HP’s strict condition standards make it slightly tougher but still fair. Overall, HP ranks among the most transparent and consumer-friendly PC manufacturers in Australia.
You deserve your money back, don’t let it slip away.
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