Frequently Asked Questions

Is this an official HP store?
Yes, this eBay store is owned & operated by HP.

What if my order was damaged during shipment?
Contact us and we will process a Return Material Authorization (RMA) for the damaged product(s) and issue a replacement order as soon as possible.

What payments types are accepted?
Payment is via PayPal only. This is the quickest and easiest way to pay.

How do I cancel an order?
Orders are sent almost immediately after payment is received, so it can sometimes be difficult to cancel. Please contact us and we will try to help. See also our Returns Policy.

How are refurbished computers manufactured?
Factory-refurbished products from HP are thoroughly tested by certified HP technicians to make sure they're in proper working order. If a model fails testing, HP determines cause and replaces any failed components. If a model contains a component with a known failure rate, the component is automatically discarded. Then, refurbished models are put through a series of mechanical and electrical stress tests, new software BIOS are downloaded, a final inspection, cleaning and re-packaging. Most often, refurbished products are indistinguishable from their equivalent counterparts, though some may have cosmetic blemishes or scratches.

How are refurbished printers re-manufactured?
HP factory refurbished printers are fully tested by certified HP technicians and updated into like-new condition. Since HP will only refurbish printers with less than 10% usage and because we adhere to the same cosmetic standards as new printers, the HP warranty for refurbished printers are the same as new. All accessories including new Ink and/or Toner cartridges are included in the box.

Where do refurbished products come from?
Factory-refurbished products from HP are clean, fully-functional models from customer returns (often unopened), cancelled orders, overstocks and demo returns. This is not product that's been in use over a long period of time or product returns from warranty service work.

HP offers a 30-day return on new computers, and inevitably, some are returned during that period because the customer didn't like the keyboard, didn't like the color, and so on. All such products have to go through HP's refurbishing process, and they cannot be represented as new products. In many cases, a refurbished PC from HP may never have been used, and could be a system that was returned because newer models took their place, a cancelled order, or simply because the packaging was marred.

What is the return policy?
Customers who wish to return or exchange product must obtain a Return Material Authorization (RMA) by contacting a HP eBay store representative at 1-877-471-9656 prior to shipment. RMAs must be requested within 10 days of product delivery date. In most cases, shipping costs for returning product back to HP will be paid by the customer; final determination is based on the reason for the return. Original shipping and handling charges also may not be refunded to the customer; final determination is based on the reason for the return. To avoid delays in receiving your refund, please read our complete Return Guidelines.

Do refurbished products from HP come with a warranty?
Refurbished products purchased from HP are covered by HP limited warranties and 24x7 phone support. Warranty coverage varies by model. In general, refurbished computers from the HP Home & Home Office collection include a 90-day limited warranty, refurbished computers from the HP's business line include a one-year limited warranty and refurbished printers include the same warranty as comparable new HP printers, which is usually one year. For complete details, consult the warranty documentation enclosed in the product box.

Can I upgrade my HP limited warranty?
Yes, the base warranty for refurbished products can be extended or enhanced by purchasing a HP Care Pack Service. For more information or to purchase an extended service plan, visit one of the following web sites:
www.hp.com/hps/carepack
www.hp.com/hps/support

To purchase a care pack service, you will need the part number and serial number of the product you purchased which can be found on your invoice.

What is included with a refurbished desktop?
Keyboard, mouse, power cord, Microsoft certification, instruction manual and warranty documentation.

What is included with a refurbished laptop?
Power cord, battery pack, Microsoft certification, instruction manual and warranty documentation.

Where can I get more information regarding the technical aspects of this system?
Email your questions to us via eBay Messaging.

Or visit HP Support and Drivers on www.HP.com for even more detailed product information including advisories, documentation, parts, questions & answers, technical support, self-help and more.

What about shipping and handling?
Shipping and handling is limited to the United States. All orders are shipped via UPS Ground Shipping unless customers specify otherwise. Costs for shipping vary from product to product.

Other questions? Email your questions to us via eBay Messaging.