I know this is probably going to be an unpopular entry on this thread, but I think some explanation is required of how the mail order industry works, particularly in the case of AV, and why you'll often get problems when you buy goods you haven't seen before via mail order. Most AV equipment isn't stocked by your dealer. It's shipped from the distributor/manufacturer straight to you. The dealer acts as an intermediary. This is the most cost effective business model, because the dealer doesn't hold stock, ie. no depreciation (which is huge in AV), no insurance and no warehousing. This enables the dealer to cut their margins, so you see a cost saving. The downside is the implication of a customer buying something they haven't seen working is not good if they're then going to be 'particular' when they receive the goods. If the dealer offered a 'return it if you don't like it' policy, they would then have to re-stock the goods themselves. If for instance you're talking about a 50" plasma screen that is about to be replaced by a superior model, this could end up costing the dealer a lot. Your screen <i>is</i> second hand goods, even if you've only had it for a day, because it has been opened, all the plastic bags ripped open, shipping labels are all over the box etc. It's very evident when a screen has been sold before, and how would you feel about paying full whack for a screen that you can see has been rejected by someone else? The chances are that <i>if</i> they then manage to sell the screen on as second hand goods, they'll lose at least 10% of its value and have to foot it themselves. And they're taking a risk they'll sell it at all. Plus, if you paid by credit card they can refund your money, but they'll still be charged 2% of the original purchase price by the credit card company. In the 50" plasma example, the total cost to the dealer would be about £720 on a £6000 screen. All because the customer just didn't like what they bought having not checked it out beforehand. Someone has to foot this cost, so you can either pay more for your product or do your research before buying. This isn't generally a problem, because most people are fairly cautious, go and see a product demonstrated in the high street, then go home and order it cheaper over mail order. And, unless you're buying grey imports, you'll get a virtually identical product sent to you as you saw in the high street. Of course, all of this is irrelevant if the goods are plain faulty, in which case they should be replaced. But my advice to you all is do your research before buying, but if you choose not to then don't blame the dealer if he's reluctant to take the product back. He's got good reasons. radiostar.