HMV Returns Policy

The HMV returns policy states that they will refund unwanted items returned within 21 days, but HMV no longer offers exchanges on unwanted items. They recommend that if you wish to have an item exchanged, you simply return it for a refund and order the desired item at HMV online. CD’s and DVDs should be returned to HMV Customer Returns, PO Box 15, Guernsey GY1 3AH.

Returns should be accompanied by a note containing the order number, the list of items being returned, a statement that the items are unwanted, and that you desire a refund. HMV does not accept responsibility non-delivery of returned items, so expensive items should be returned via a recorded delivery service.

There are several rules to follow when returning incorrect or faulty items. CD’s and DVDs should be returned to HMV Customer Returns Freepost 241, Guernsey GY1 5SS, The note accompanying your return should contain specify the nature of the fault and whether you require the correct item to be sent, or would prefer a refund. For all other items, games included, contact the online service team for a return address. Postage costs for overseas customers will be credited to the payment card.

Damaged items are returned in the same way as faulty items. Although damaged standard cases can be replaced by contacting HMV online.

iPods are rarely considered for exchange for another item. This may be done under exceptional circumstances, if the device is in perfect condition and all of its original packaging is intact. It must also be accompanied by a Customer Advice Note and returned within 21 days of purchase. HMV requests that customers whose iPods develop a fault first contact their iPod support helpline, which is managed for HMV by Talk Me Through It at 0844 4772 992 , before sending it back to HMV for refund.