We take all possible measures to ensure that your item is delivered in excellent conditions, however if a damaged, marked, or faulty item should be delivered please report the error as soon as possible to the HMV Customer Service Department.

Please include your name, order number, name of item, catalog number, reason for return and if you would like to exchange or refund.

Your return will be accepted if it meets any of the following conditions:
- we have sent you a damaged item (e.g. a CD case is damaged)
- we have sent you a marked item (e.g. an item itself is marked)
- we have sent you an faulty item (e.g. a CD skips while playing)

If your return is valid the HMV Customer Support Center will issue you with a return number. When you have this, please send the item back by collect, indicating the return number on the airway bill.
We will ship the new item when the item has arrived.

If the item is out of stock, discontinued, and is not available for exchange, your order will be cancelled and will be refunded.
Returning used items will not be accepted unless faulty item. Please note that used items can not be exchanged.

- Unplayable CD, DVD, and Blu-ray Discs on computer, game hardware, or car stereos will not be accepted for return.
- If the reason for the return does not match the condition of the item, return may not be accepted.
- Obi of Books are considered "Novelty" and is not guaranteed. Damaged obi, lack of obi will not be accepted for return.


Customers also refer to the folloing page.
・ The Item I Received is Wrong - What Should I Do?
・ Can I Exchange Items if I have Received a Damaged Product?
・ I Placed an Order By Mistake. Can I Return It?
・ Information on returning books


Has your problem been resolved?
・ Yes, it was resolved.
・ No, I still need help and cotact Customer Service.