HP not accepting to refund me for faulty Laptop

sbradford1

Hi,
I wonder if anyone can help advise my next step. In November 2024 I bought a new HP Envy laptop from HP UK Ltd over the internet.  In January 2025 it stopped working and I sent it to them for repair. It was returned 10 days later but still did not work. I spent a whole day (literally) of sheer torture on a web chat with their tech support, but this failed to solve the problem.
I believe that since the item was bought less than 6 months ago and since the supplier has tried to repair it and failed, that I can demand a refund.
Please can you advise me if this is indeed true, and what to do if HP refuse or don’t answer (they have been dragging their feet, claiming that escalating my case will take another 3 to 5 days).
Many Thanks

p00hsticks

My understanding is that it's down to the retailer whether they want to repair, replace or refund.

the_lunatic_is_in_my_head

Hello OP

They only get one repair or replacement attempt and if not sorted you are entitled to reject (for a full refund if you reject within 6 months of delivery). 

TELLIT01

p00hsticks said:

My understanding is that it's down to the retailer whether they want to repair, replace or refund.

The retailer has tried once and failed to repair the laptop.  How many opportunities are they allowed?  Genuine question and, does the fact that the item is only 2 months old have any bearing on the options available to the purchaser or the vendor?

CrazyBee787

You could try using resolver

Resolver - Free online tool for complaints and claims | Resolver UK

Okell

CrazyBee787 said:

You could try using resolver

Resolver - Free online tool for complaints and claims | Resolver UK

Resolver just relay messages.  They're no more use than Royal Mail would be in settling a dispute.

Okell

p00hsticks said:

My understanding is that it's down to the retailer whether they want to repair, replace or refund.

Not quite.  Where a consumer is entitled to ask for either a repair or a replacement, the seller can provide the other if the one requested is disproportionate.

So if a consumer asks for a repair, the trader can choose to replace instead if to repair would be disproportionate, and vice versa.  The consumer can't say "No"

If a consumer is entitled to a refund and asks for one, the seller is obliged to refund and can't choose to repair or to replace.

(Of course if a consumer asks for either a repair or a replacement there is nothing to stop the trader offering a refund, but in theory the consumer doesn't have to accept it according to the letter of the law)