A customer returning defective merchandise should be given an immediate refund if the merchandise was defective when purchased and was not on sale; if the customer is returning merchandise that is not defective or was damaged by customer negligence or customer abuse, the customer should be referred to the manager
A customer purchased twelve bags of cement at the regular price, to build a walkway. The walkway was completed with only ten bags and the customer wishes to return the two remaining bags. The customer should be given an immediate refund.