I ran a bike shop that was part of a national chain. The shop (Performance Bike Shop) has a very liberal return policy that would often get abused by people trying to return stuff they had stolen from other stores or bought from another company all together. If you have a receipt, there's never a question. If you don't, as Dave Mosley says, establish a relationship with the manager. If you still can't get satisfaction, contact the main office and explain the problem.