This is what it says on the website:
Kobo eReaders must be returned to one of our Chapters, Indigo or Coles stores.
Kobo eReaders must be returned in its original unopened packaging. Store purchases can be returned within 14 days of purchase. If the Kobo eReader was purchased Online or using one of our Store Kiosks you can return it up to 30 days from shipment date. For Indigo's complete returns Policy click here.
If your Kobo eReader is defective you can return it to the store and store the will provide you with a new Kobo eReader or order a replacement for you.