We want every customer to be 100% satisfied. If your merchandise arrives with any damage, we will of course replace it free of charge (including shipping costs). Please contact us within 5 business days of receipt to report any damages. If you are not pleased with your purchase for any other reason, we will exchange the merchandise or give you a store credit (excluding shipping costs). For damaged or defective DVDS, CDS, apparel and accessories, we will only exchange for the exact product. No exceptions. Our policy is to respond to all queries within 24 hours.