“If I were the customer…” This is the question that helps guide our decisions and policies. When it comes to doing business with Hewlett Office Systems, our goal is to make it easy for you, while recognizing that we are not a non-profit organization and must strive to make a small profit so that we can continue to grow. These policies and guidelines help us offer the best overall service.

Pricing Policy:

Prices stated on our paper price sheets are subject to change at any time, without notice. The information presented on www.hewlettofficesystems.com is the most up-to-date pricing and availability for all products.

Cancellation Policy:

Our orders are normally shipped the same day that they are received and therefore can not be canceled. You will be responsible for all freight charges and a 15% restocking fee on refused deliveries.

Payment Terms:

Hewlett Office Systems (HOS) reserves the right to refuse to sell to any persons or companies.

We are pleased to offer qualified customers an appropriate line of credit after approval. We offer other methods of payment as follows:
1. Due on Receipt – Upon credit approval, terms are “Payment due upon receipt of the invoice”.
2. Prepaid – Credit card (Visa or MasterCard) or wire transfer
3. PayPal - Online payment processor

HOS reserves the right to extend or withhold lines of open account credit to any person or company determined by their experience, record of trade payments, financial condition, amount of credit needed, etc. HOS may require current financial information and/or personal guarantees or security interests. Inquiries about credit requirements should be addressed to Credit Department, Hewlett Office Systems, LLC., P.O. Box 95 Cleburne, TX 76033.

Past Due Accounts:

1. Open account privileges may be suspended if invoices for any month are not paid when due and subsequent orders may be held until the account balance is reduced to a current status. Unusual cases of adjustment or dispute will be given individual consideration and handled accordingly.
2. Interest will be charged on past due amounts up to the legal rate.
3. Reasonable attorney’s fees and other collection costs will be added to collection claims. A service charge of $50.00 will be assessed on any return check.
4. Certain services may not be available to Cash-in-advance accounts.

Our Customer Service Department is ready to assist you and make these transactions as easy as possible. Contact our Customer Service within 30 days of your purchase.

Phone: 866-744-7643 Fax: 817-645-5336
Email: customerservice@hewlettofficesystems.com

Obtaining a Return Authorization (RA) Number

Prior to any return, you must follow these three steps:
1. Contact Customer Service at the number above. Please have the following information available:
a. Invoice Number
b. Quantity to be returned
c. Manufacturer part number
d. Reason for the return
2. Customer service will issue you an RA number
3. Customer service will give you shipping instructions

Preparing your Return for Shipment

1. Use YOUR company shipping labels on the cartons being returned.
2. Write your RA# on your shipping label and affix to shipping carton. In the case of multiple cartons, write your name on EACH shipping label , and indicate the number of cartons, for example 1/3, 2/3, 3/3. If the shipping carton is the original manufacturer packaging, DO NOT write the shipping address or RA# directly on the packaging as the product must be in resalable condition with no defacing, to receive credit.
3. Any shipment arriving without an RA# on the shipping label will be refused.
4. All returns must be shipped freight pre-paid. Freight will only be credited for HOS’s errors.

HOS Shipping Errors:

We will gladly take the product back if we ship something to you in error. Call and obtain an RA#. We reserve the right to refuse any claims made after 10 days of the delivery of the products.

Customer Ordering Errors:

Obtain an RA# (above). We are happy to take the product back ordered in error and we assess a 15% restocking charge for this service. Returns must be in the original packaging and factory sealed where applicable. If the product is not received in salable condition, it will be returned to you at your expense. No toner or ink products will be considered for credit if sold over 6 months from the date of return.

Hardware Product Returns: Obtain an RA number (above)

All hardware return requests must be made within 30 days of original invoice. Hardware returns must be unused, unopened and in resalable condition. A restocking fee of the lesser of 15% or $25.00 per unit will be charged. Defective and DOA machines will be tested upon receipt at HOS. If the machine is defective, a replacement will be shipped, however, if the machine tests OK, it will be returned at your expense.

Defective Returns: Obtain an RA number (above)

Defective and DOA hardware will be tested upon receipt at HOS. See Defective Returns Exceptions below for products that may not be returned as “defective”. All defective returns must be shipped within 30 days of original invoice to Hewlett Office Systems – Defective Returns, 218 F.M. 2280, Cleburne, Texas 76031.

PLEASE NOTE – to ensure proper credit to your account, all defective products must be returned in it original carton with all original pieces, packing materials and manuals. Follow “Preparing your Return for Shipment” (above).

Defective Returns Exceptions:

The following are exceptions to our Defective Return Policy:

1. Bottled Copier/Toner Supplies – all products are examined and are in salable condition before shipping and therefore are not returnable. All sales are final.
2. Other exceptions – Certain defective products must be returned directly to the manufacturer. When you call to notify us of the defect, we will tell you then whether you should ship the product to us or the manufacturer.

Damage Goods

Interior Damage Only

If the exterior package/carton is intact and only the interior product is damaged, contact our Customer Service Department for an RA number.

Exterior Carton Damage by Carrier

If the exterior package/carton is damaged, causing damage to the contents, you MUST keep the original package/carton and then call Customer Service for a claim to be filed. If the original damaged package/carton is not available, there will be NO chance for a credit to be issued. See specific Carrier policies below.

Specific Carrier Policies

FedEx – Damaged in Transit, non-Delivery or Denial of Signature Claims

Claims for FedEx shipments damage in transit, non-delivery, or denial of signature must be made within 15 days of the original invoice.

UPS Damaged in Transit Claims

Claims for UPS shipments damaged in transit must be made within 30 days of the date of original invoice AND, original shipping carton must be retained.

Hewlett Office Systems will give a 180 day, money-back warranty on all of its remanufactured toner cartridges. HOS takes great pride in its methods and procedures for remanufacturing toner cartridges and has achieved a much lower failure rate than the industry norm. However, we are human and sometimes do make mistakes and we are prepared to return your money once we have the been able to inspect the cartridge and test it for the problem you reported.

Hewlett Office Systems respects and is committed to protecting your privacy.  We have structured our website so that, in general, you can visit us on the Web without identifying yourself or revealing personal information.  It is our policy never to intentionally give or sell your information for public use, nor send unsolicited e-mail for purposes other than to notify you of upcoming news and events.

Within our website we provide links to non-Hewlett Office Systems sites.  We are not responsible for the content of these sites, their privacy policies or how they treat information about their users.