[smashed]

HMV online now have a return policy of "We are happy to exchange unwanted items that are returned to us within 21 days. Please send the items to the address below and enclose a note quoting your order number and specifying with as much detail as possible which items you require in exchange."

I have 2 Xbox 360 games to return.. was cheaper with GAME using the £5 voucher :)

I take it they havent heard of the internet distance selling regs?? Disgraceful how they get away with putting that on the site.
Needless to say, I am posting it back with a strongly worded letter demanding the refund that I am legally entitled to.

Whats worse, I bought the Joey boxset, and they shipped it in the thinnest jiffy ever. Its totally crumpled

[tracey_sws]

If it's crumpled Smashed, they will replace it for you, and refund your postage for sending it back. At least that's one thing sorted.

[smashed]

Cheers Tracey.. will email them and let them know its on the way
(when back from London at least)

[minister_x]

To be fair, there's no reason they have to refund you for the two games - they aren't defective and they didn't arrive damaged etc... I know a fair few shops in town which have the same policy, and it seems a fair way of ensuring they aren't screwed.

As I understand it you bought from HMV, then found it cheaper. Now it's cost HMV to post it out to you, even though you don't want it - so really it's unfair to expect them to have to front that postage for an arbitrary reason (in the case of damaged, defective etc I'd see your point)... An exchange seems perfectly fair.


As for the crumpled Joey box set, they should of course replace that and hopefully it will send a message that they can't use any old jiffy for sending DVDs...

[tracey_sws]

I agree with that Minister, although, it is annoying that as soon as it gets sent or turns to processing it appears cheaper elsewhere. A lot of places online, will now accept returns but will not refund you p&p, which is fair, although it won't stop me argueing my case until i'm blue in the face. :) It's always worth a try!

[minister_x]

Yeah true, and it's not like I havn't before (although moreso in town :P)... Just saying that whilst I may not like their answer, I don't think it's an unfair response from them...

[friartuck]

In this case (mail order) it's not a case of smashed needing to be fair to the store. If legislation says he can return his games (I do believe that does NOT include postage), then he can. It doesn't really matter if HMV approves of the law. That's the way the cookie crumbles (in the words of Jim Carrey).

[smashed]

Precisely FT.
It is nothing to do with morals.
I ordered from HMV many times online. I havent bothered to check whether they change their refund policy every time that they order (Who does?). It now transpires that they have changed it to something illegal.
You can say that they lose on postage? But the price of people returning the odd thing is all built into their costing anyway.
Play.com, dvd.co.uk, SendIt.com, even crap etailers like 101cd.com all offer a refund policy on items that they delivered free.

It is the LAW that they offer you 7days to return something that you havent seen. I ordered with that knowledge. If that law wasnt there then the internet wouldnt be as good a place to shop online as it is now

[minister_x]

Fair dos - HMV tryin it on then! Maybe they feel they are a law unto themselves ;)

[smashed]

So it has been a month. And HMV have STILL not refunded my card

And to make it worse, I have other things to return online... all of which will require refunds to the card which has now been cancelled because of fraud.

This could make it even worse