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Not always true.
I've returned an iPhone which I bought online, to the Apple store. Just ask nicely.
I'm not saying they'll do it, but it's down to the manager's discretion, to an extent.
If you've got a spare five hours, have a read of this...
http://japanesenostalgiccar.com/forum/viewtopic.php?t=1600&postdays=0&postorder=asc&start=0&sid=9959a19213d35020c9ba522a0c7358c9