Handling returns is a huge PITA and expensive, but a company really has to just accept virtually any return in this day and age. Big box stores and Amazon have

Handling returns is a huge PITA and expensive, but a company really has to just accept virtually any return in this day and age. Big box stores and Amazon have made the return process so painless and unquestioned that basic questions like "why are you returning this" can sour a customer relationship permanently. Even as a personal seller on ebay unquestioned refunds are the norm (and will be forced on upon you if you as a seller try to deny a return)