A retailer takes on responsibility to back the product they sell. Usually there are channels (i.e. RMAs & loss allowances) that are provided by the distributor

A retailer takes on responsibility to back the product they sell. Usually there are channels (i.e. RMAs & loss allowances) that are provided by the distributor or OEM to help retailers take care of this function. In short, if you want to distribute your product through retail, you have to support that model. Consumers do have rights and one of them is to be able to get a refund for unsatisfactory/defective product, even if it is digital.