If any item is missing, damaged, or not working, get in touch right away. Reach us by phone on 0800 390 020, send an email to returns@hpshop.co.za, or start a live chat. We will correct the mistake as quickly as possible.
Frequently asked questions
Order Issues
Faulty-product procedures differ between brands. Contact us via returns@hpshop.co.za or call 0800 390 020. We will confirm whether an on-site exchange, collection for assessment, or another brand-specific process applies so you receive the fastest resolution.
Delivery charges are not refunded because they cover the real costs of shipping. If we deliver the incorrect product, we will arrange collection and deliver the correct item at no extra cost to you.
The product code should match across the website, your order, and the delivery note. Before you accept delivery, confirm that the code on the box matches what you ordered to ensure you receive the correct product.
Product & Stock
Occasionally a product shows as available but sells out or is flagged as damaged during picking. A consultant will contact you to confirm when it will be back in stock or to offer an alternative that meets your needs.
Use the search bar at the top of any page to enter a product number, SKU, barcode, name, category, or brand. You can also browse by category and filter selections from the left-hand panel, or contact our team for personalised guidance.
We aim to provide competitive pricing across every product range. Delivery fees are not refunded, but if the wrong item arrives we will collect it and send the correct product at no additional cost.
Returns & Exchanges
Most products carry at least a one-year manufacturer warranty (software is a key exception). Let us know within 10 days if the wrong product is delivered—we will collect and replace it at no charge. Suspected faults reported within 10 days qualify for collection or exchange without fees. After 10 days, the manufacturer’s warranty process applies and shipping fees may be charged.
If we cancel because we cannot supply an item, we process the full refund immediately. Returns within 10 days are refunded once the manufacturer or agent acknowledges receipt. After 10 days, we follow the warranty process; once a credit note is issued, we refund right away. Card refunds can take up to 14 days due to banking processes, so EFT refunds are preferred.
To arrange an EFT refund, email a digitally stamped bank confirmation letter to returns@hpshop.co.za so we can verify your account details.