If you order online and the company goes into administration before you receive your purchase, there are no guarantees you’ll get it. In the past we’ve seen that some administrators do fulfil outstanding orders, but there may be delays, or you may receive a refund rather than the product itself.
KPMG has confirmed that outstanding orders will be fulfilled “where there is stock available to do so”. It says that it’s in discussions with third party suppliers to “ensure continuity”, and adds that HMV’s online shop will continue to operate as normal.
We’ve asked what will happen if the items you’ve ordered online are not in stock, and will update this story when we hear back.
If the administrator decides not to give refunds for items that are unavailable, you may still be able to get your money back using Section 75 if you paid using a credit card, or chargeback if you used a debit card.
- Paid on a credit card and your order cost more than Â£100? Try Section 75. Under Section 75 of the Consumer Credit Act, if you pay on your credit card for an item costing more than Â£100, the card company’s equally liable and you may be able to claim from it.
Bear in mind though that individual items have to cost Â£100 for you to be able to use Section 75 – if they only reach Â£100 collectively, this doesn’t count. See our Section 75 guide for more info and how to file a claim. If your credit provider won’t help, then contact the Financial Ombudsman to make a complaint.
- Order cost less than Â£100 or paid on a debit card? Try chargeback. This involves asking your card provider to ask HMV for your money back as you have not received the goods. Unlike Section 75, chargeback isn’t a legal requirement.
You’ll need to claim via your bank. As a general rule the Financial Ombudsman Service says you’ve 120 days to submit a claim from when you first became aware of the problem, and 540 days from when you bought your item, but do it ASAP. See our Chargeback guide for full help.
The HMV website is still trading as of 11am on Sat 29 December – but given the unpredictability of the situation, be very careful before making an online order.