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HMV Administration - FAQ

For the period 15 January 2013 to 4 April 2013

Gift vouchers

HMV gift cards/paper vouchers and third party gift cards and paper vouchers (excluding those listed below) will be honoured to the extent they are within the relevant expiry period.

Please note that we are NOT able to accept Waterstones gift cards or gift vouchers or Capital Bonds gift vouchers.

How do we treat returns?

For goods purchased prior to 5pm on 15 January 2013, we will NOT be allowing any returns, refunds or exchanges, this policy extends to any faulty goods. Customers should be advised that they will have an unsecured claim in the administration and should write to the Joint Administrators.

For goods purchased after 5pm on 15 January 2013, we will allow:

    (1) a like for like exchange, up to the value of the goods, within 14 days of the date of purchase provided the goods are in perfect condition; OR

    (2) a refund where the goods are:

  • faulty or not of satisfactory quality OR
  • not fit for the purpose for which they were sold
  • returned within 14 days.

Please remember you are not entitled to a refund if:

  • you have simply changed your mind
  • you have damaged the goods after you have purchased them
  • you were aware of any defect prior to purchase.

Any request for redress must be accompanied by a valid receipt.

Extended Warranties

For extended warranties purchased before 5pm on 15 January 2013 customers are advised if claiming for breakdown and their product is under the manufacturer’s warranty to contact the manufacturer. If claiming for accidental damage or breakdown outside of the manufacturer’s warranty please contact the underwriter, Allianz Insurance, to deal with their claim on 0844 893 9497.

Pre-paid items in store

If you have secured an item with a deposit before 15 January 2013, as far as the item is available, it can now be supplied.

Pre-paid items – internet

If you have ordered an item over the internet and it has been paid for, the item should be with you shortly.


Pre-orders, or any other orders where the money has not left the customer’s bank account, have been cancelled and customers will be sent a cancellation notice shortly.

The Rewards Scheme

The Rewards Scheme (including, but not limited to, the issue and redemption of Pure Points) is currently under review and is suspended until further notice. As a result, no Pure Points can be earned or redeemed at this time.

Will you return vouchers to consumers if they’ve already submitted a claim to the Joint Administrators?

These have all been returned to customers by recorded delivery.

Will the O2 priority discount still apply?

Yes these can still be used.

What to do if you have an unsecured claim?

If you have an unsecured claim against HMV, we strongly recommend you to write to the Administrators for a proof of debt form. You should write to the Joint Administrators at Deloitte LLP, PO Box 810, 66 Shoe Lane, London, EC4A 3WA.

Customer helpline


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