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HMV administration latest: Orders to be delivered

HMV customers still waiting for delivery of paid-for items should get them delivered, the stricken music giant's administrators have finally confirmed.

However, the company will not accept returns, even for faulty items, if they were bought before the store went into administration on 15 January (for more information see the HMV administration Q&A MSE News story).

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Meanwhile, HMV's loyalty scheme, Pure, has been suspended.

Administrator Deloitte issued an update over the weekend for affected customers. Here are the key points:

Paid-for orders should arrive

  • Undelivered items paid for in-store before 15 January will be delivered, if in stock. Deloitte says if the item is not in stock, it "hopes" to eventually deliver it, adding shoppers should check from the store they made the order from.
  • Undelivered items bought online should be delivered "shortly".
  • Pre-orders, or any other orders where the money has not left the customer's bank account, have been cancelled.

Loyalty scheme suspended

Deloitte says: "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."

Can faulty goods be returned?

  • HMV is not accepting returns for items bought before 5pm on Tuesday 15 January, when HMV went into administration, regardless of the reason. Normally, you have a right to return faulty items but once a company is in administration, you join the queue to get money back, like everyone else owed.

    If you paid by credit card for goods under £100, or on a debit card, you may be able to claim via the Visa, Mastercard or American Express chargeback schemes. However, these are customer service promises, not legal rights.

    If you paid any other way, the manufacturer may be able to fix it under its warranty. If not, you will need to make a claim to the administrators for your money, but be warned, it is highly unlikely you will get all your money back. See the Deloitte Q&A to make a claim.

  • Another option is to go to the manufacturer, as it may be able to fix faulty items.

  • For goods bought after 5pm on 15 January, you can take them back within two weeks of purchase for an exchange if the item is in perfect condition, or for a refund if faulty.

Warranties latest

  • If a customer purchased an extended warranty before 5pm on 15 January 2013, to the value of £150 or more, it was provided by Allianz insurance. Therefore, it should be valid as normal. To make a claim, contact Allianz.

  • If it is for less than £150, it was provided by HMV and is no longer valid. If you paid by credit card for items for £100, you should be covered under Section 75 of the Consumer Credit Act if it is faulty.

    If you paid by credit card for goods under £100, or on a debit card, you may be able to claim via the Visa, Mastercard or American Express chargeback schemes. However, these are customer service promises, not legal rights.

  • If you paid any other way, the manufacturer may be able to fix it under its warranty. If not, you will need to make a claim to the administrators for your money, but it is highly unlikely you will get all your money back. See the Deloitte Q&A to make a claim.

Gift vouchers mostly accepted

HMV is accepting in-store gift vouchers, including those issued by third parties, except if from Waterstones or Capital Bonds.

E-vouchers will not be accepted until the store's website is back up and running. Deloitte has previously said it plans to reopen the site for business. We have asked today if that is still the plan, and will update this story when we find out.

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