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The exchange process sucks you have to stay on top of them or they will tend to ignore you. You cannot return a kobo device to chapters unless you go to a physical store this is listed on their website in the fine print. Just contact kobo customer service they will get all your info and ask for pictures. Once that is done they will "escalate" it to the next level if there is a defect. I returned two aura h2os (the first replacement they sent me had the same defect) and had to make 2-3 calls to follow up on emails to get them to do anything. However once you speak to a competent person they will send you a device the next day. Hope this helps
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