What is your returns policy?
Christmas Returns information
Gift receipts are available so please ask at the till if your purchases are gifts.
We've extended our Christmas returns policy for the Christmas period to offer you more flexibility with your purchase. You can refund or exchange items brought in an hmv store any time in November and December right up until Wednesday 31st January 2018.
We do ask that you return any products unopened / unworn and in perfect condition with the original receipt.
Some exclusions apply including, but not limited to, digital and games credit and subscriptions.
Digital and games credit and subscriptions
Products containing downloadable content including but not limited to UltraViolet codes
Food and beverages
Electronic Gift Cards
These products are excluded from our Returns Policy and can only be returned in accordance with your statutory rights.
Got unwanted Christmas presents?
We will be accepting products for exchange from Tuesday 26th December 2017. Please ensure that you have proof of purchase.
This does not affect your statutory rights,
What if something is faulty?
Support with your new technology purchase
We have a dedicated line for expert product advice. If you have any questions regarding the setup, installation or features of your new technology product, please call: 0333 9000 241
Returning a faulty item within 30 days of purchase?
In the unfortunate event that you should discover a fault with an item, we will offer a refund for any purchase that demonstrates a genuine manufacturing fault within the first 30 days from purchase. You must produce proof of purchase, and where applicable, all original components must be included. We reserve the right to inspect any return to verify the manufacturing fault; this may be completed in conjunction with our technical support team or direct with the manufacturer.
We ask that all faulty technology returns include a valid receipt and all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.
We cannot be held responsible for accidental damage or misuse to any purchased items caused outwith of our control.
Returning something after 30 days but within your warranty period (usually 12 months)
In the unfortunate event that you should discover a fault with an item, we will in the first instance offer a repair* or replacement for anything that demonstrates a genuine manufacturing fault.
We ask that all faulty returns are accompanied with a valid receipt with all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.
We cannot be held responsible for accidental damage or misuse to any purchased item caused outwith of our control.
*All Beats products will be offered a repair in the first instance. Repairs are offered in conjunction with AppleCare. Should you experience a fault, freephone AppleCare; the easiest and quickest way to repair or replace your Beats
- Freephone number 0800 028 2329
- Issues can normally be resolved in a single call
- Free next day collection
- Repair or replacement sent straight to your door
- Service and technical support from the people who know your product best.
This is restricted to manufacturing faults in line with Apple’s one year limited warranty. Proof of purchase is required.
What if I don’t have a receipt?
Gift receipts will be issued at the point of sale if you ask for one. Failing that, a bank statement is sufficient proof of purchase. Alternatively, you can contact the customer service team at firstname.lastname@example.org detailing the exact date of purchase, the item in question, and your purehmv number if applicable as they may be able to locate the transaction details for you.
How do I check to see if something is in stock?
Please just give your local store a call and they will be happy to check availability for you. You can get the store details by clicking here
What time do your stores open?
Please visit our store finder for latest opening hours. Please note that opening hours may change from week to week during the seasonal holidays so please check before travelling
I got a Gift Card for Christmas- how can I check the balance?
Any member of staff in store will be able to check the balance of your hmv Gift Card. Each store will also have an automated option on their phones that will allow you to check the balance. Please visit our store finder for store numbers.
I have a problem with my purchase. Who can I talk to about that?
The quickest way to get any issue resolved is to return to your nearest HMV store with the item in question and receipt. You can find their contact details here: https://www.hmv.com/store-finder You can also contact the store customer service team at email@example.com, but please note that customer service department will be closed from 23rd December and reopens on 27th December, so if you have a problem during this time then returning to a store will be the quickest way to get your problem resolved.
Got more store related questions?
What is your returns policy?
Christmas Returns information
We've extended our Christmas returns policy for the Christmas period to offer you more flexibility with your purchase. You can exchange items bought online at store.hmv.com any time in November and December right up until Wednesday 31st January 2018.
We do ask that you return any products unopened / unworn and in perfect condition with the original receipt. Please print and include our returns form with any return, to the following address:
HMV ECOMMERCE LTD RETURNS
Unless faulty or unused, we will not exchange or refund any opened item which contains a digital download code, including but not limited to Ultraviolet and MP3 codes.
If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened. We’ll then let you know what to do to resolve the issue. Please provide the order number and details regarding the nature of the issue.
For all returns, please package the item securely and obtain proof of postage as we cannot be held responsible for items damaged or lost in the post.
What is the last order date for guaranteed Christmas delivery?
Any order placed for an in-stock item by 12pm noon on Thursday 21st December will be dispatched by standard Royal Mail First Class or Signed For (depending on which option you choose) in time for their last postage cut off. Whilst this does not guarantee you Christmas delivery, as long as there are no delays with the postal service then your order should be with you in time for Christmas.
What delivery methods do you offer?
All items will ship via 2nd Class Royal Mail unless you choose to update your delivery method to for delivery within 2 working days at a cost of £4.95 (Mon to Fri order by 2pm).
How long does delivery take?
UK Standard Delivery is sent via 2nd Class Royal Mail. Packages sent by this method are usually received within 2-5 working days from dispatch, but please note that during the seasonal holidays deliveries may be unavoidably delayed. We ask that you wait 14 days from the date of dispatch before reporting any item as undelivered.
The item I’ve ordered is out of stock – how quickly can you fulfil my order?
We’ve made every effort to ensure that the items we’ve listed on store.hmv.com are either in stock at our warehouse, or in-stock with our suppliers. If it’s not in stock today we’ll aim to have it ready to be delivered to you within 30 days.
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