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I used to work retail, and as far as I know, there is no such entitlement in the US - customers are completely bound to the return policies that are clearly stated on the receipt. Most stores that sell DVDs and CDs do not allow refunds for opened product under most any circumstances - and typically, opened product can only be exchanged for identical product only if it is defective.
Best Buy's policies are pretty much what I stated above (with all sorts of different policies depending on what type of product is being dealt with), but the person manning customer service decided to grant a refund because there was no replacement available.
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