I bought Split Fiction for Switch 2 from Smyths Toys Plymouth. I knew it was a digital download, but at no point before purchase was I informed that it would be non-returnable once opened. The restriction was only printed on the receipt, which I saw after paying. A sign was later pointed out to me, but it wasn’t visible at the time as a staff member was up a ladder blocking it. When I returned to the store, I was polite and calm, just asking if anything could be done. The manager, Dave, treated me as confrontational from the start and unnecessarily called over security despite no aggressive behaviour from me. I even made clear I wasn’t blaming him, just raising a concern. Dave admitted that he sometimes does make exceptions to the return policy if the box is sealed — showing the policy is flexible, but chose not to do so in my case. This made the refusal feel inconsistent and unfair. I left feeling dismissed and intimidated — not because of the policy itself, but because of how I was treated for raising a valid issue about lack of clear information before purchase. Very poor customer service from a major retailer.