Hello how may I help you? yes I need to return an item Unfortunately, we do not accept returned items. Sorry for the inconvenience. Really? It is a defective bicycle helmet and my son cracked his head open Sorry to hear that you are unsatisfied with our product. Unfortunately, we are unable to provide a refund at this time. I want my $14.95 back immediately I am sorry, but that is not possible. What is your manager's name? You can contact my manager, Joe Smith, at 555-5566 I'll be contacting your boss first thing tomorrow. Have a nice day