Here is the reply one of the customer service reps from StarWarsShop had:http://forums.starwars.com/thread.jsp?forum=23&thread=169867&start=150&msRange=15
Member Since: Mar 25, 2004 12:01 PM
Date Posted: Aug 3, 2004 3:47 PM » Reply
" StarWarsShop.com strives to deliver high-quality product to the Star Wars collector community. The new, exclusive sandtrooper is no exception.
We understand that as a collector, you would like to receive your collectibles in the best condition possible. StarWarsShop.com received the silver sandtrooper directly from Hasbro, and subsequently sent your order directly to you. If you feel your Sandtrooper was received in "less-than-mint" condition, please accept our apologies. Due to the limited quantities that were produced of this item, we unfortunately cannot accept returns.
However, we have listened to your important feedback, and would like to share with you our plans for delivering future exclusive figures to our customers. StarWarsShop.com will have exclusive figures available only in protective Star Cases in an effort that helps ensure no damage occurs during shipping. We will also continue to implement quality assurance inspections of each figure prior to shipment of the figure to you, our valued customer.
Since we did not post the disclaimer on our site until the afternoon of 8/2, anyone who ordered before that date will be happy to honor exchanges or returns. We must mention though that we can not guarantee mint condition if you choose to exchange, although we will do our best. Please e-mail firstname.lastname@example.org
with any questions or comments. "