Sorry, I posted this in another thread, but figured it belonged in this thread too:
I emailed EB Games / GameStop Customer Service regarding their return policy and the response I got was that you can NOT exchange or return a game if you are unsatisfied with the condition of the game (unless it is still unopened, which is unlikely because you'll need to open it to check the condition of the manual and game disc)!
Unless the disc is defective, you won't be able to return it. And even then, you have to exchange it for the same game if they have it in stock (and it will just be the disc exchanged, so they don't have to give you the proper case, cover art, and/or manual if they have it. So if you get a game with no manual (or damaged manual), scratched disc (but still working), non-original case, and/or no cover art... you're stuck with it, unless you don't open it.
Shipping/Handling fees are NON-refundable.
You can return the unopened or defective game (within 30 days of the date on the packing list) to ANY EB or GS store (WITH the original packing list), or you can ship it back at your own expense.
If you send back a game and they decide it doesn't qualify for a refund, they will NOT ship back the game to you OR refund your money!
That all being said, if you run into a rare nice EB employee or Manager, they are of course allowed to use their own discretion, and might do the exchange for you.
As for my other question about the EDGE card not being tax-free on the website... they said they forwarded it on and will get back to me with the answer as to why.