I had that happen with a CD at Wal-mart. They have the same policy, if it's open, you can only exchange it for the same CD. And that's only if the CD or DVD you bought didn't work properly.

It was frustrating, but I did see why it's that way. Once that CD was open, it could have been copied, damaged, etc and it might not be even re-sellable to them. They have to rely on the customer being aware of what they bought, even if it's in the wrong area. It is up to a customer to read the package and make sure they buy the proper item.

I go through that with our customers, they make a mistake and order the wrong item and some how they think it's our fault and raise all kind of heck because we do offer to exchange it, but not pay the shipping cost. It's their mistake and theres no way we can cover all mistakes of a customer. If it's our mistake that's one thing. If it's there's, sorry, they should be more aware, read the description and be an informed buyer.

I know that's probably not what you wanted to hear, but I can see why they didn't exchange it, for you. There's no way they know for sure that you don't have a DVD and now days, you can't take anyones word for it. To many lier's in the world and we pay for it. Plus I assume some where on the package it says DVD? Reading your items is so important. A store can't be held responsibly, because some customer, misplaced it and then the buyer didn't read the item carefully.

Just giving a sellers side of things.