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Chapters exchanged a Kobo WiFI for me even though I did not buy it at the store and had no paperwork. They sent me a paid shipping label for a wonky Touch. I have no complaints. Postage in Canada is crazy. Two devices seems like a lot--but we are a multiple device, multiple versions family.
On a related note. I bought a set of pots and pans on-line. When I took them out of the box I saw that one of the pots had a distorted lip that kept the lid from fitting. The on-line merchant had me contact Cuisinart, the manufacturer. Cuisinart replaced it, but I had to pay $25 in postage to send the pot back to them so they could see that it was damaged. This was a brand new pot that I had never used. Their email to me said I would have to pay the return postage, too. I didn't--they paid the return postage when they sent the new pot.
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