Orders and Returns

This returns policy forms part of our standard terms and conditions of use. 

Warranty support - computers and electronics

All computers and electronic products sold on HP Shop carry their full manufacturer's warranty as stipulated by the official South African distributor, unless otherwise stated. Products under warranty are sent to the relevant supplier or manufacturer for repair or replacement. Such manufacturer guarantee is restricted to the costs of repair or replacement of faulty goods or refund of the purchase price at the sole discretion of HP Shop and its suppliers after investigation and/or testing of goods.

Guarantees are immediately null and void if equipment has been tampered with, warranty stickers have been removed, and seals on equipment have been broken by anyone other than the suppliers or manufacturer’s representative. No writable media such as CD-R, CD-RW, DVD-RW may be returned under an electronic hardware manufacturer guarantee.

Please note that we conform to the Consumer Protection Act (CPA) of South Africa, and as such there is no general right of return. If you have a change of mind and would like to return your purchase, we may be obliged to charge you a 25% handling fee.

 

Faulty products

If a product is faulty, you need to let us know within 30 days of receiving it, and before returning it to us. We will gladly make arrangements for the faulty product to be returned to us for testing. If no fault is found, the product will be returned back to you and a R250 assessment fee will be charged. Should the unit prove to be faulty, depending on the fault and the product supplier, we may send the unit in for repairs or alternatively we may offer you a replacement unit.

Notwithstanding the circumstances, if you discover that a product is faulty, and it is over our 30 day return period but it is less than 6 months from the time you received it, we will make arrangements for the faulty product to be returned to us for testing. If no fault is found, the product will be returned back to you and a R250 assessment fee will be charged. Should the unit prove to be faulty, depending on the fault and the product supplier, we may send the unit in for repairs, or offer you a replacement unit, or offer a refund.

Please check all products delivered to you and do NOT accept delivery of any product that is visibly damaged. Should you accept a product and only later discover that the product is damaged, you need to report this to HP Shop within 24 hours, so that we can assess if the product damage occurred post-delivery.

Faults resulting from normal wear and tear, including products that have been damaged or altered in any way either by you, or anyone that is not an employee of HP Shop or the product's manufacturer, will not result in any product repair, replacement or refund. 

Due to illegal copyright infringements caused by the illegal copying of data, faulty CDs, DVDs, videos, audio tapes, software, games and printer consumables, will only be replaced with another copy of the same product and will not be refunded.

Returns

Non- defective Products- Right to “cool off”:

Products which are NOT defective or damaged or which you found to be unsuitable, can be returned to HP within 10 (ten) workings days from date of delivery, provided that the Products have not been opened and the packaging is in its original condition and you are able to produce the original invoice/ credit card/ debit card slip as proof of purchase. You are then entitled to cancel the sale of the Products in terms of Section 44 of the ECT Act within 10 (ten) working days after your receipt of the Products and to obtain a full purchase price refund, subject to being charged a 5% (of the retail price) fee in respect of return and handling charge to non-defective returns that have not been opened and remain in the original packaging. HP Shop can hold you liable for any damage caused to the Products whilst it is in your possession. Unfortunately, should the product be opened or used in any way, a 25% fee (of the retail price) will be charged accordingly.

If in the case you wish to return your purchase and it is over our 10 working-day return period and is less than 6 months from the time you received it, we will gladly collect and provide you with a refund, minus an admin fee of 5% of your total order value, provided the product is in its original condition and original packaging, and has not been opened or used in any way. Unfortunately, should the product be opened or used in any way, you may not return the product to us nor can we offer you a refund.

No returns, refunds or exchanges will be accepted 6 months after the date of purchase.

Software, Consumables, CD’s, DVD’s and Games

All software, consumables (such as ink cartridges), CD’s, DVD’s and games purchases cannot be returned, exchanged or refunded unless found faulty within the return policy period as stated.

Please ensure that all software, consumables, CD’s, DVD’s and games are compatible with your current hardware, operating system and/or console before purchasing online, as HP Shop cannot be deemed responsible for system incompatibilities. If you are unsure about a product's compatibility, please visit the manufacture's official website, alternatively if the system requirements are not available online you are welcome to contact our call centre for assistance or confirmation.

Vouchers

If a gift voucher is lost or stolen and the funds spent, HP Shop cannot be held liable. It is important to treat all physical gift cards as cash. If a gift card is lost and the funds have NOT been spent, we can transfer the funds to a new card and you will be charged for delivery of that card, including a 10% handling fee of the total value of the funds loaded onto the original card.

Special offers and demo products

If you would like to return a product purchased on “special” and such product price is still valid, let our customer service team know within 10 working days and we will gladly collect and provide you with a refund to the amount it was purchased at, minus an admin fee of 5% of your total order value, provided the product is in its original condition and original packaging, and has not been opened or used in any way. Unfortunately should the product be returned to us and has been opened and/or used in any way, we will offer you a refund however you may be liable for a 25% (of the purchase price) handling fee.

Should you wish to return a product purchased on “special” and such product is no longer available at this sale price, let our customer service team know within 10 working days and we will gladly collect and provide you with a refund to the amount it was purchased at, minus a admin fee of 5% of your total order value, provided the product is in its original condition and original packaging, and has not been opened or used in any way. Unfortunately should the product be returned to us and has been opened and/or used in any way, we will offer you a refund however you may be liable for a 25% (of the original purchase price) handling fee.

Please note that if you have purchased a demo unit, we are unable to give you a refund. All demo units are tested before going on sale. Should the product be faulty, you need to let us know within 10 working days of receiving it, and before returning it to us. We will gladly make arrangements for the faulty product to be returned to us for testing. If no fault is found, the product will be returned back to you and a delivery fee will be charged. Should the unit prove to be faulty, we will send the unit in for repairs. No refunds or exchanges are offered on demo units.

Products shipped in error

If you receive a product that is different to the one you ordered, you need to contact us within 24 hours of receiving it. We will make arrangements for the product to be returned to us and for the correct product to be delivered to you as quickly as possible. If the incorrect product is delivered to you, do not remove the product from its original packaging, open or use the product in any way. If the product is opened or use in any way and is not in mint condition, you may be liable for a 25% (of the original purchase price) handling fee.

Under no circumstances will HP Shop be held liable for any damage arising from any misuse or abuse of the goods, including any data loss whatsoever from storage media returned for exchange or repair. 

 

Where the Product was repaired, HP Shop offers a 3 (three) month warranty on the repairs. 

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